eCommerce plan: "No access" on Plugins area on websites that upgraded to eCommerce

retnonindya commented 3 years ago

I've been seeing two incidents about this since last week so I decided to open GH issue here. Feel free to point me to the right direction/right repo! Thank youuu!

Reports:

First report: p9F6qB-6DQ-p2

Second report: p9F6qB-6Eu-p2

However, I can't replicate this issue (I upgraded my test site to eCommerce plan and I able to access the Plugins area after the website is upgraded to eCommerce plan) so it might be happening on some sites.

What happened on the user's website is:

User upgraded the website to eCommerce plan
They found themselves unable to finish WooCommerce Store set-up and/or access Plugins area (WEBSITE.COM/wp-admin/plugins.php)

What the user expected to happen

WooCommerce Store set up finished properly and they should be able to access Plugins and Themes area.

What actually happened

WooCommerce Store gave out error: Could not install code, message, data plugin, woocommerce_rest_cannot_update, Sorry, you cannot manage plugins., [object Object]
"Oops, you are not authorized to see this page" when they are trying to access Plugins area
User is not authorized to activate plugins message on Blog RC

What HEs have tried and didn't work

HEs have checked:

The user in question is set as Administrator ✅
at_options on the website, when checked on CLI, displayed the proper plan (ecommerce) ✅
Jetpack is connected ✅ (some HEs even reconnected Jetpack several times and removed + readded the user)
Role reset ✅
Run Jetpack sync ✅
Cache flush ✅

And all the above didn't work.

What worked?

Plan switcheroo from SA. We found that this method works:

Add non-regular/1 year eCommerce plan (most preferably: eCommerce BIYEARLY plan, this to ensure eCommerce plan features are intact on the website)
Remove the regular (1 -year) eCommerce plan
At this point, the website should be eCommerce Biyearly plan
Re-add regular (1-year) eCommerce plan to the website
Remove the eCommerce Biyearly plan

Then, everything works properly.

Does this happen on simple or atomic sites or both?

Atomic

Level of impact (Does it block purchases? Does it affect more than just one site?)

Medium to High, I guess? This is the second issue I noticed since March 19 (the first incident). Problem is, I can't replicate it. I wonder if this is related with user, the fact I'm a Super Admin (HE,) or websites that created before date XXYYZZ.

Reproducibility (Consistent, Intermittent) Leave empty for consistent.

Intermittent

mrfoxtalbot commented 3 years ago

It is interesting that this only happens on plan upgrades. Could it be related to https://github.com/Automattic/wp-calypso/issues/49925 ?

michaeldcain commented 3 years ago

I can reproduce by buying an ecommerce plan on a new site. I don't think the plan upgrade is a requirement.

mrfoxtalbot commented 3 years ago

I see, thank you for confirming this! Please, scrap my previous comment :)

pablinos commented 3 years ago

I'm hoping not, but could this be Calypsoify related? AFAIK there shouldn't be anything in the e-commerce setup flow that relies on it anymore, but there might be something we've missed

pablinos commented 3 years ago

Actually, I think that's not the cause. I was just worried as that was something that changed last week

obenland commented 3 years ago

I was able to reproduce with a non-superadmin test account. @aidvu Is there a chance it could be related to 565-gh-Automattic/wpcomsh or https://github.com/Automattic/wc-calypso-bridge/pull/622?

simison commented 3 years ago

cc @jmdodd ☝️ because @aidvu is AFK.

brandonpayton commented 3 years ago

As mentioned here (p9GEWz-zG-p2), if you see another user site like this, please pass to the Atomic platform team so we can investigate before anyone works around the issue by forcing plan changes. Thank you!

retnonindya commented 3 years ago

Thank you, @brandonpayton! I have informed HEs on the Slack announcement channel to pass the issue to the devs for further checking.

jartes commented 3 years ago

Another report on 28605955-hc. Did the plan dance and solved the issue.

I tried to install the theme via CLI (uploading the theme to the media library and referring it as the zip URL) and the theme was installed correctly and listed on CLI, but was not displayed on the Themes page. They had Nav Unification enabled. Hope this helps to inestigate.

simison commented 3 years ago

@obenland @brandonpayton any updates on this?

brandonpayton commented 3 years ago

Hi @simison, we don't have any updates on this yet, though we've looked. It appears to be some kind of race or caching issue and is super rare. This happened 4 times out of 14499 transfers since March 1.

kwight commented 3 years ago

Reducing to normal since it's rare, there's a workaround, and the Atomic team are on top of it.

Automattic / wp-calypso