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Server error during checkout process

Posted: April 13, 2019 at 5:43 am


Oguzhan Altun

April 13, 2019 at 5:43 am

Hello,

Some of our customers started the report that they see a server error during checkout process, after they fill in their personal details and click on proceed to payment. Their registration details are not captured and I can see the following error in the server logs:

“/home/clients/1d989383ee11099bb2d8468c003d5c0c/.config/apache/www.genevaphotoclub.com/.fpm/php5.external” stderr: PHP message: PHP Warning: Error while sending QUERY packet. PID=4208 in /home/clients/1d989383ee11099bb2d8468c003d5c0c/web/wp-includes/wp-db.php on line 2007, referer: https://www.genevaphotoclub.com/events/spc-photo-awards-geneve-ete-19/

I did the test in an incognito window and I don’t see the same issue. So it happens only to some customers.

Any idea how to resolve this?

The related event:
https://www.genevaphotoclub.com/events/spc-photo-awards-geneve-ete-19/


Tony

  • Support Staff

April 15, 2019 at 3:45 am

Hi there,

Are you running on a shared server?

This is an issue on the server side so will need further investigation by your host rather than EE. Most of the results I found on Google show this as an issue with your max_allowed_packet setting, some say it’s a database connection limit issue.

I recommend that you contact your host and report this issue to them. They should be able to fix it by tweaking the DB config or tell you what to do to fix it on your site.


Oguzhan Altun

April 15, 2019 at 4:06 am

Hi,

It’s a dedicated server. I got the following response from my host, hopefully this should solve:

This error is usually caused by the max_allowed_packet mysql directive when it is too low.

We’ve modified it from 16M to 32M. This should solve the problem.


Tony

  • Support Staff

April 15, 2019 at 7:35 am

Great, thanks for the confirmation/update 🙂

Any further issues/questions please let us know.

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Updated by  Tony 3 days, 3 hours ago ago

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