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Resolved 2dawgs
(@2dawgs)

3 months, 2 weeks ago

I’ve got a newly rebuilt website with all the latest versions of everything. From this website, I’m selling just one product so far, a downloadable copy of a book I authored.

The downloadable book product has a download limit of 3. It is checked “Virtual” and “Downloadable”.

When making test purchases of the book, my testers are having no problems purchasing or downloading the product, when attempting it from either the checkout success page or the order confirmation that is emailed to them. But when they log into their account to access their remaining downloads from there, they get a notice saying, “No downloads available yet,” and are encouraged to make another purchase.

The screen shot provided is from the account of a customer who purchased the book (payment complete) and has not yet downloaded it. So they should see something like, “remaining downloads 3” with a link to the download. In the dashboard, I can see the customer has 3 remaining downloads.

Troubleshooting steps I have taken:

Deactivated all plugins other than WC, and switched to a different
theme that is touted as being WooCommerce compatible. The theme I’m using for my site is also supposed to be “WooCommerce compatible”, but it’s a bit outdated. (I tried to get the “default WooCommerce” theme from the WooCommerce website, but was unable to log in.) Result: no change.

Tried manually granting “Downloadable product permissions” (even though all the purchases were fully completed — no pending payments.) Result: no change.

How is this feature supposed to work? And how can I further troubleshoot this issue?

Viewing 11 replies - 1 through 11 (of 11 total)

Thread Starter 2dawgs
(@2dawgs)

3 months, 2 weeks ago
One more detail I discovered as I’ve continued exploring this issue…
When logged in as the website admin user, and visit the “my account” page — I did a test purchase while logged into this account — I can see the remaining downloads for this “customer”.

So I can see mine, but no one else can see theirs. This is starting to look like something related to permissions, maybe? All my customers who set up accounts during checkout are given the role of “customer” by default. However, I did try setting one of my test customers to “administrator”, and I was still getting the “No downloads available yet” notice.
- This reply was modified 3 months, 2 weeks ago by 2dawgs.
Plugin Support carolm29 (woo-hc)
(@carolm29)

3 months, 2 weeks ago

Hey there, @2dawgs! Thanks for contacting us. I’m happy to help you.

How is this feature supposed to work?

No, they should be able to download it from their account.

I just tested on my website, by using a different account which is set as customer and I was not able to replicate this issue. On my website I’m able to see the downloads from the My Account page.

So let’s investigate to find out what is preventing your customers from seeing it.

Can you please share a screenshot of the order notes on one of those? Please remove any sensitive information before sharing it here. I recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.

Here’s an example of what we need:

https://snipboard.io/ga15Gu.jpg

Can you also please share a screenshot of the “downloadable permissions” section on one of the orders?

From what I understood you did test disabling all plugins and the issue persisted, but you did not try with a default theme such as Storefront, right? Can you please try to check if the issue persists? You can download it here without needing to log in.

Lastly, are you able to make a test purchase with a different account then yours (one set as a customer) so you can see if you can replicate the issue on your end?

Looking forward to your reply.

Have a wonderful day!

Thread Starter 2dawgs
(@2dawgs)

3 months, 1 week ago

Thank you for your reply! I will provide the content you requested first thing tomorrow.

Thread Starter 2dawgs
(@2dawgs)

3 months, 1 week ago

Hi @carolm29 — here are the results from your current request. First, here is the “Order Notes” window in the order details page of one of the accounts affected by this issue:

Here is the “Downloadable Product Permissions” window for the same order:

Here is a screen shot of the “My Account” page with the Downloads tab selected for this account, after the Storefront theme was installed and activated:

I think this was everything you requested — let me know if I missed anything. Thanks!
Plugin Support Shameem (woo-hc)
(@shameemreza)

3 months, 1 week ago
Hi @2dawgs,

Thanks for sharing additional details.

Did you enable the “Grant access to downloadable products after payment” option in WooCommerce > Settings > products > Downloadable products? If so, then this feature is supposed to work exactly as you described – after a successful purchase, the customer should be able to see their purchased downloads on their account page.

Since you’ve already tried manually granting “Downloadable product permissions” and there was no change, it could be related to the user roles and permission.

Do you use any plugins or custom code to modify users’ roles and permissions? Can you provide the list of active plugins on your site from WooCommerce > Status?

Also, have you tried using the “Regenerate download permissions” option in the order actions dropdown? If you haven’t, could you give it a shot and let us know if it makes any difference?

Additionally, head over to WooCommerce → Status → Tools, and do the following:
- WooCommerce transients – Clear
- Expired transients – Clear
- Clear template cache – Clear
- Capabilities – Reset Capabilities
- Clear customer sessions -Clear
- Product lookup tables – Regenerate
- Regenerate the product attributes lookup table – Regenerate
Next, please flush your WordPress permalinks, clear your browser cache, and then check again.

Let us know how that goes. Looking forward to helping you.
Thread Starter 2dawgs
(@2dawgs)

3 months, 1 week ago

Hi @shameemreza, thank you for following up on this.

I did verify the setting “Grant access to downloadable products after payment” option is enabled.

As for the roles and permissions, WordPress no longer allows detailed access to user roles and permissions, so I have not been able to touch any of that without additional programming and I just decided not to go there for now. I currently have no plugins or custom programming that (as far as I am aware) affects user permissions.

Here’s my list of active plugins:
– Easy Accordion
– The SEO Framework — this was installed after I discovered this issue
– WooCommerce
– WooCommerce Shipping & Tax
– WooPayments
– WP Mail SMTP
– WPCode Lite
– WPForms Lite

I will follow up on your question about using the “Regenerate download permissions” option, running the status tools, and flushing the permalinks, and send you my test results early on tomorrow.

Thank you!
Thread Starter 2dawgs
(@2dawgs)

3 months ago
Resuming the steps you requested me to take:

Executed “Regenerate download permissions” on the order where the customer was unable to see available downloads from “My Account”.
No change.

Executed all the WooCommerce – Status – Tools you included in your list.
No change.

Flushed the WordPress permalinks, cleared my browser cache, restarted my browser, and logged back in to see the customer’s availalble downloads.
No change.

Further suggestions? If this helps, I am an experienced PHP web application developer, with experience developing in WordPress… of course I prefer if we can solve this problem from the WordPress/WooCommerce Dashboard, but if you can suggest more advanced debugging techniques, I should be able to perform them.

Thanks!
- This reply was modified 3 months ago by 2dawgs.
Plugin Support Shameem (woo-hc)
(@shameemreza)

3 months ago
Hi @2dawgs,

Executed “Regenerate download permissions” on the order where the customer was unable to see available downloads from “My Account”.
No change.

This feature is supposed to allow customers to download the products they purchased from their account page. If the purchase is complete and the product is downloadable, then the customer should see the number of remaining downloads in their account.

Given that you’ve already taken these troubleshooting steps, I would suggest trying the following:
1. Check the settings for your downloadable product. Make sure that the file path for the download is correct and that the file is accessible.
2. Make sure the download limit is more than 0 and no expiry has been set.
3. Try creating a new downloadable product and see if the issue persists. This can help determine whether the problem is specific to the original product or a more general issue.
4. Check the server logs for any errors. This might provide some clues as to what’s causing the issue.
5. Disable/remove all custom code, switch to the Storefront theme and check whether it makes any difference.
6. Go to WooCommerce > Settings > Advanced and select the My account page again and click on the save pages.
7. Go to WooCommerce > Tools and update and verify database.
Additionally, check if you’re experiencing a similar issue with the database prefix, as explained here: https://wisdmlabs.com/blog/solved-woocommerce-download-link-showing/

Please let me know how you get on.
Thread Starter 2dawgs
(@2dawgs)

2 months, 4 weeks ago

Okay, I finally got this fixed!!!

It turned out to be a file issue. The file URL in the product info was pointing to a file that for some reason did not exist in the file system.

I have no idea where that exact URL actually came from, but when I was creating the product, I populated the file URL field by uploading the downloadable product document to the media library, then used the “Choose file” button in the product settings to pick that file from there. When I looked this evening, the file name looked strange/unfamiliar… it was not the file name of the original file.

What’s strange is, there was a file in the media library with that file name. But when I clicked to download it, WordPress said “file not available.” And I verified that in my FTP client… it was not there.

So I re-uploaded the product download file to the media library, then re-selected it from the product page, and the file URL then had the correct file name. I logged in as my test customer, but still could not see my available downloads. But when I made a new purchase of the same product with the new file URL, I was able to download the file, not only from the checkout success page and the email confirmation — which I could before — but then I was able to see the available downloads in “My account”.

It totally perplexes me how people were able to still download the file from the checkout success page and email confirmation… but somehow they were.

Anyway, I shared all this info in case others run into this problem. You can consider this resolved. If anything new comes up I’ll open a new support request. THANK YOU for your patient assistance.

Thread Starter 2dawgs
(@2dawgs)

2 months, 4 weeks ago

One last comment just so I can mark this issue resolved. Thanks again!

Plugin Support carolm29 (woo-hc)
(@carolm29)

2 months, 3 weeks ago

Hey!

Anyway, I shared all this info in case others run into this problem. You can consider this resolved. If anything new comes up I’ll open a new support request. THANK YOU for your patient assistance.

We are glad to know you were able to solve the issue! And thank you for sharing the solution here and contributing to the WooCommerce community. This might help others in the future.

We were glad to assist, and will be here in case you need help with anything else 😃

Have a wonderful day!