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bigcommerce / bigcommerce-for-wordpress

A headless commerce integration for WordPress, powered by BigCommerce
https://www.bigcommerce.com/wordpress/
GNU General Public License v2.0
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Product sync fails due to channel listings API timeout #303

Closed hydagency closed 2 years ago

hydagency commented 3 years ago

Expected behavior

The product sync works.

Actual behavior

The import fails due to BC API timeout with the following error in the log:

[2021-09-15 09:20:12] BigCommerce.ERROR: [504] Error connecting to the API (https://api.bigcommerce.com/stores/n01g2yx1l4/v3/channels/613978/listings) {"response":"[object] (stdClass: {\"status\":504,\"title\":\"\",\"type\":\"https://developer.bigcommerce.com/api-docs/getting-started/api-status-codes\",\"errors\":{}})","headers":{"0":"HTTP/1.1 504 Gateway Timeout","Content-Type":"application/json","Transfer-Encoding":"chunked","Connection":"keep-alive","X-Rate-Limit-Requests-Left":"16101489","X-Rate-Limit-Time-Reset-Ms":"16567","X-Rate-Limit-Requests-Quota":"16101495","X-Rate-Limit-Time-Window-Ms":"30000","X-Request-ID":"790b1d455e17de7e214577bfec3732cf","Strict-Transport-Security":"max-age=31536000; includeSubDomains"}}

Steps to reproduce behavior

  1. Start import (scheduled via cron or manually)

Additional info

We have ~1000 products synchronized over 5 different channels. We are using plugin version 4.17.1.

usamaibrahim93 commented 3 years ago

Hi.

We have been facing the same issue for more than a month now. We were patiently waiting for the plugin update hoping that it would fix the issue. But even with 4.17.1 update, the issue still persists.

Our catalog has an excess of 15,000 products and about 150,000 SKUs.

Error screenshot attached below for reference. image

yuenvision commented 3 years ago

BC Identified an API server capacity issue on their Listing API. They've made some adjustments to the timeouts and bit rate sizes. Can you try your imports again to see if you're seeing any better results and let us know?

usamaibrahim93 commented 3 years ago

BC Identified an API server capacity issue on their Listing API. They've made some adjustments to the timeouts and bit rate sizes. Can you try your imports again to see if you're seeing any better results and let us know?

Hi @yuenvision We checked multiple times till yesterday but still ended up with the same issue. From what I know, the plugin update and adjustments to API server capacity were rolled out on 14th September 2021.

yuenvision commented 3 years ago

Yes, that's correct, however additional adjustments were pushed this afternoon and their data steams are indicating a large increase in performance and far fewer errors. Please let me know if you are seeing any difference on your end.

usamaibrahim93 commented 3 years ago

Yes, that's correct, however additional adjustments were pushed this afternoon and their data steams are indicating a large increase in performance and far fewer errors. Please let me know if you are seeing any difference on your end.

Thanks for the heads up @yuenvision . I'ma try it out again and let you know!

sairum123 commented 3 years ago

Hi @yuenvision still facing the same error I have tried by increasing and decreasing the batch size as well but no luck. image

amckemie commented 3 years ago

An update for the community: BigCommerce has pushed out an update that resulted in a 50-60% improvement to the timeouts causing this issue; a downstream API issue is believed to be causing the remaining timeouts and errors. It is currently being worked on.

usamaibrahim93 commented 3 years ago

An update for the community: BigCommerce has pushed out an update that resulted in a 50-60% improvement to the timeouts causing this issue; a downstream API issue is believed to be causing the remaining timeouts and errors. It is currently being worked on.

Thanks for this update. When can we expect this to be rolled out?

amckemie commented 3 years ago

At this time we can't be certain, but we are hoping to have more insight into this within the next few days! Hopefully it is something that we can fix ASAP and within the week, but as it is a bug, it's not possible to know this early on an exact timeline.

usamaibrahim93 commented 3 years ago

At this time we can't be certain, but we are hoping to have more insight into this within the next few days! Hopefully it is something that we can fix ASAP and within the week, but as it is a bug, it's not possible to know this early on an exact timeline.

Alrighty thank you Ashley!

usamaibrahim93 commented 3 years ago

At this time we can't be certain, but we are hoping to have more insight into this within the next few days! Hopefully it is something that we can fix ASAP and within the week, but as it is a bug, it's not possible to know this early on an exact timeline.

Good day @amckemie . Do we have any update in this regard? Actually we have a go-live date coming up in mid of October and with this issue still persisting, we are quite unsure about the future of our go-live. Thank you!

suziehyd commented 3 years ago

BigCommerce team has told us that the issue has been resolved, but it is still occurring for us.

I have now attempted synchornisation on the store https://store-jcy3qk9lx2.mybigcommerce.com/ and it failed around 9:10 am UK time.

Is there an eta on when this issues are to be resolved? We also have a go live coming up and this is currently a blocker.

bc-tomfifelski commented 3 years ago

@suziehyd Do you have any additional information around the fail attempt that would help us understand the issue? Logs? Error code?

Is the following information provided still accurate?

Steps to reproduce Start import (scheduled via cron or manually) Additional info We have ~1000 products synchronized over 5 different channels. We are using plugin version 4.17.1.

suziehyd commented 3 years ago

@bc-tomfifelski yes, that is correct. The import size is set to 5.

suziehyd commented 3 years ago

<img width="856" alt="Screenshot 2021-09-28 at 15 51 20" src="https://user-images.githubusercontent.com/91527579/135123509-93925ce8-c7d0-4659-8534-b2a3ba41ae4e.png"

Screenshot 2021-09-28 at 17 00 53 Screenshot 2021-09-28 at 17 01 37
bc-tomfifelski commented 3 years ago

@suziehyd can you please provide logs from last failed sync attempt so we can get a detailed view of the issue and investigate. Similar to what sairum123 and usamaibrahim93 provided.

sairum123 commented 3 years ago

HI, @bc-tomfifelski any update regarding my issue? I tried to sync daily to check if it's fixed but still facing the same issue.

suziehyd commented 3 years ago

Hi @bc-tomfifelski please find below. Currently the import seems to get stuck on the step 19 all the time on our staging environment. image (4) image (3) log.txt

suziehyd commented 3 years ago

@bc-tomfifelsk https://store-rqwfkckwv6.mybigcommerce.com/manage/dashboard prod.txt i

suziehyd commented 3 years ago

@bc-tomfifelski please find examples of logs above. We really appreciate your help with getting this resolved, please let me know how we can best assist you further, perhaps a call between our technical teams would be useful?

Thanks, Suzie

suziehyd commented 3 years ago

@bc-tomfifelski supplying another set of QA log which contains an error. Hopefully this will help us to get to the bottom of this. https://store-n01g2yx1l4.mybigcommerce.com/manage/dashboard qa-fail.txt

suziehyd commented 3 years ago

qa-fail (1).txt

Screenshot 2021-10-01 at 09 29 50

@bc-tomfifelski https://store-n01g2yx1l4.mybigcommerce.com/manage/dashboard

suziehyd commented 3 years ago

https://store-n01g2yx1l4.mybigcommerce.com/manage/dashboard Untitled.txt

nomanrizwan89 commented 3 years ago

Is there any update on this issue?

yuenvision commented 2 years ago

This issue was addressed in v4.17.1 and also in v4.19.1. The issue was partly due to some timeouts occurring in the Catalog API response which have since been addressed by BC.