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Issue with database and ubn_options on xstore theme

This topic has 24 replies, 2 voices, and was last updated 2 weeks, 2 days ago ago by Andrew Mitchell

veryvivid20

Participant

October 15, 2024 at 16:35

I am still continuing to have so many endless problems with this theme. Please see below an issues discovered from my hosting provide:

The issue you experience is caused by the database and more specifically the ubn_options table.

When the product page is accessed, the following error is logged in the php_errorlog:

[15-Oct-2024 12:14:24 UTC] WordPress database error Got a packet bigger than ‘max_allowed_packet’ bytes for query UPDATE ubn_options SET option_value = ‘{\”version\”:\”1719415142\”,\”aa1e29803c1bf678a044697de8f96461\”:{\”price\”:{\”4767\”:\”36.10\”,\”4768\”:\”43.32\”,\”4769\”:\”45.15\”,\”4770\”:\”54.18\”,\”4771\”:\”22.55\”,\”4772\”:\”27.06\”,\”4773\”:\”27.10\”,\”4774\”:\”32.52\”,\”4775\”:\”36.10\”,\”4776\”:\”43.32\”,\”4777\”:\”45.15\”,\”4778\”:\”54.18\”,\”4779\”:\”22.55\”,\”4780\”:\”27.06\”,\”4781\”:\”27.10\”,\”4782\”:\”32.52\”,\”4783\”:\”36.10\”,\”4784\”:\”43.32\”,\”4785\”:\”45.15\”,\”4786\”:\”54.18\”,\”4787\”:\”22.55\”,\”4788\”:\”27.06\”,\”4789\”:\”27.10\”,\”4790\”:\”32.52\”,\”4791\”:\”36.10\”,\”4792\”:\”43.32\”,\”4793\”:\”45.15\”,\”4794\”:\”54.18\”,\”4795\”:\”22.55\”,\”4796\”:\”27.06\”,\”4797\”:\”27.10\”,\”4798\”:\”32.52\”,\”4799\”:\”36.10\”,\”4800\”:\”43.32\”,\”4801\”:\”45.15\”,\”4802\”:\”54.18\”,\”4717\”:\”27.10\”,\”4718\”:\”32.52\”,\”4719\”:\”36.10\”,\”4720\”:\”43.32\”,\”4721\”:\”45.15\”,\”4722\”:\”54.18\”,\”4723\”:\”22.55\”,\”4724\”:\”27.06\”,\”4725\”:\”27.10\”,\”4726\”:\”32.52\”,\”4727\”:\”36.10\”,\”4728\”:\”43.32\”,\”4729\”:\”45.15\”,\”4730\”:\”54.18\”,\”4731\”:\”22.55\”,\”4732\”:\”27.06\”,\”4733\”:\”27.10\”,\”4734\”:\”32.52\”,\”4735\”:\”36.10\”,\”4736\”:\”43.32\”,\”4737\”:\”45.15\”,\”4738\”:\”54.18\”,\”4739\”:\”22.55\”,\”4740\”:\”27.06\”,\”4741\”:\”27.10\”,\”4742\”:\”32.52\”,\”4743\”:\”36.10\”,\”4744\

We increased the max_allowed_packet up to 1GB, which is the maximum allowed based on the available resources, however, the issue persists.

I also tried exporting the database and creating a backup so that it can be optimized, but I stumbled upon a different issue:

baseos | hoghtontimber.co.uk | u8-j96senbslpfz@c1103406.sgvps.net:~/www/hoghtontimber.co.uk/public_html$ wp db dump
mysqldump: Error 2013: Lost connection to MySQL server during query when dumping table ubn_options at row: 1288

So when you try exporting the database with wp-cli, the process fails quite fast – for about 2 seconds. Usually when this error occurs, MySQL service crashes and restarts itself. However, in this situation, there is no error recorded in the log and MySQL is still up and running.

That makes us believe the DB itself and more precisely the ubn_options table has too many lines or there is something corrupted in it. We checked if there is a memory outage during the process and there is not.

I’ve tried optimising the database but this did not resolve the issue and similar queries are constantly being executed:

Id | User | Host | db | Command | Time | State | Info | Time_ms | Rows_sent | Rows_examined |
+—-+—————+—————–+—————-+———+——+———-+——————————————————————————————————+———+———–+—————+
| 7 | ucfwufp6utfgk | localhost:27714 | db7kxm9ea2tyoo | Query | 1 | updating | UPDATE ubn_options SET option_value = ‘{\”version\”:\”1719415142\”,\”0f948de3ec0465d7c6f4d4b6113 | 1191 | 0 | 1 |
| 8 | ucfwufp6utfgk | localhost:27718 | db7kxm9ea2tyoo | Query | 1 | updating | UPDATE ubn_options SET option_value = ‘{\”version\”:\”1719415142\”,\”331963771976089c5a03afc2d55 | 1223 | 0 | 1 |
| 9 | ucfwufp6utfgk | localhost:27726 | db7kxm9ea2tyoo | Query | 2 | updating | UPDATE ubn_options SET option_value = ‘{\”version\”:\”1719415142\”,\”89cb63126c5e4037061857b9240 | 1707 | 0 | 1 |
| 11 | ucfwufp6utfgk | localhost:27756 | db7kxm9ea2tyoo | Sleep | 1 | | | 286 | 1 | 1 |
| 12 | ucfwufp6utfgk | localhost:27772 | db7kxm9ea2tyoo | Sleep | 1 | | | 286 | 1 | 1 |
| 13 | ucfwufp6utfgk | localhost:27798 | db7kxm9ea2tyoo | Query | 1 | updating | UPDATE ubn_options SET option_value = ‘{\”version\”:\”1719415142\”,\”7f3d8de4209432e2858323dd449 | 974 | 0 | 1 |
| 15 | ucfwufp6utfgk | localhost:27818 | db7kxm9ea2tyoo | Sleep | 1 | | | 286 | 1 | 1 |
| 17 | ucfwufp6utfgk | localhost:27842 | db7kxm9ea2tyoo | Query | 1 | updating | UPDATE ubn_options SET option_value = ‘{\”version\”:\”1719415142\”,\”2f61e9c051cd37b86816378b4c2 | 1046 | 0 | 1 |
| 24 | ucfwufp6utfgk | localhost:44766 | db7kxm9ea2tyoo | Sleep | 1 | | | 286 | 1 | 1 |
| 76 | ucfwufp6utfgk | localhost:62268 | db7kxm9ea2tyoo | Query | 2 | updating | UPDATE ubn_options SET option_value = ‘{\”version\”:\”1719415142\”,\”2283488235035cf9f7803dd6d6b | 1975 | 0 | 1 |
| 78 | ucfwufp6utfgk | localhost:46648 | db7kxm9ea2tyoo | Sleep | 9 | | | 8629 | 1 | 5 |
| 80 | ucfwufp6utfgk | localhost:46792 | db7kxm9ea2tyoo | Query | 2 | updating | UPDATE ubn_options SET option_value = ‘{\”version\”:\”1719415142\”,\”b554635bbfb0e2050b5e71d8e9a | 1740 | 0 | 1 |
| 86 | ucfwufp6utfgk | localhost:40936 | db7kxm9ea2tyoo | Query | 4 | updating | UPDATE ubn_options SET option_value = ‘{\”version\”:\”1719415142\”,\”df61b7da44057ec10df9e0f7e35 | 3628 | 0 | 1 |
| 87 | ucfwufp6utfgk | localhost:57952 | db7kxm9ea2tyoo | Query | 0 | updating | UPDATE ubn_options SET option_value = ‘{\”version\”:\”1719415142\”,\”ee6fe062b866ef5855a1d75ec77 | 176 | 0 | 1 |
+—-+—————+—————–+—————-+———+——+———-+——————————————-

You should contact your developer for further assistance and investigation of that issue and if there are any MySQL settings you would like to be changed, we can try applying them.

Can you please shed light on how to fix this error. as it causing pages not to load and losing the site owner customer by the day.

#418803 Copied

23 Answers

Andrew Mitchell

Support staff

October 16, 2024 at 14:14

Hello, veryvivid20,

Thank you for reaching out to us.

Unfortunately, the “ubn_options” table is not part of our system or the plugin. We kindly suggest disabling third-party plugins and checking the performance without them.

Best regards,
8Theme Team

#418983 Copied

veryvivid20

Participant

October 21, 2024 at 15:56

looking into it more, it’s something from the theme and database that is autoloading. please can you advise and look. this theme has caused nothing but endless problems

#419786 Copied

Andrew Mitchell

Support staff

October 22, 2024 at 09:57

Hello, veryvivid20,

We would like to kindly reiterate that the “ubn_options” table is not part of our theme. All options related to our theme, as well as the default WordPress options, are stored in the “wp_options” table.

Furthermore, the reference to the “version” field mentioned in your report is not utilized by us. Even if it were initiated by our theme, the version would be clearly indicated, for example, as “9.4.3,” and certainly not as “1719415142.”

Thank you for your understanding.

Best regards,
8Theme’s Team

#419911 Copied

veryvivid20

Participant

October 23, 2024 at 21:08

I have had developers look further into the issues I am consistently having with your theme. Ive raised numerous tickets with yourselves, and you always throw it back saying it isn’t the theme. Well, it truly is. Please find below the findings from the investigation:

To investigate further, we have created a staging site https://staging8.hoghtontimber.co.uk. This allowed us to perform some drastic changes without affecting the live site. Some of these changes involve removing widgets, and disabling active plugins.

During the tests I disabled all plugins installed on https://staging8.hoghtontimber.co.uk except for WooCommerce and the Xstore theme Core plugin. The performance issues persists even with all the other plugins disabled.

As previously mentioned by my colleague Svetoslav, the site is repeatedly attempting to load WooCommerce product images from an incorrect location, resulting in a loop. Here is an example:

0.000428 recvfrom(3, “\1\0\0\1\1<\0\0\2\3def\16dbfqpqcwgopprj\1t\tubn_terms\7term_id\7term_id\f?\0\24\0\0\0\10#B\0\0\0\5\0\0\3\376\0\0\2\0\4\0\0\4\003205\5\0\0\5\376\0\0\2\0", 32768, MSG_DONTWAIT, NULL, NULL) = 95 <0.000015>
0.001543 newfstatat(AT_FDCWD, “/home/customer/www/staging8.hoghtontimber.co.uk/public_html/american-oak-100×100.jpeg”, 0x7ffcd12c7570, AT_SYMLINK_NOFOLLOW) = -1 ENOENT (No such file or directory) <0.000035>
0.000076 newfstatat(AT_FDCWD, “/home/customer/www/staging8.hoghtontimber.co.uk/public_html/american-oak-100×100.jpeg”, 0x7ffcd12c7570, AT_SYMLINK_NOFOLLOW) = -1 ENOENT (No such file or directory) <0.000016>
0.003354 newfstatat(AT_FDCWD, “/home/customer/www/staging8.hoghtontimber.co.uk/public_html/american-oak-100×100.jpeg”, 0x7ffcd12c7570, AT_SYMLINK_NOFOLLOW) = -1 ENOENT (No such file or directory) <0.000046>
0.000135 newfstatat(AT_FDCWD, “/home/customer/www/staging8.hoghtontimber.co.uk/public_html/american-oak-100×100.jpeg”, 0x7ffcd12c7570, AT_SYMLINK_NOFOLLOW) = -1 ENOENT (No such file or directory) <0.000022>

This image is actually located in ./wp-content/uploads/2024/05/american-oak-100×100.jpeg. This loop is causing a delay when loading category pages. The issue is not present when the XStore Core plugin is disabled, but this also results in the site losing its styling.

I am afraid I was unable to find the exact cause of the problem:

1. I verified that the paths to all of the problematic images are properly defined in the database of the site
2. There are no hardcoded paths to these images in the filesystem of the site
3. Upgrading the XStore theme and its core plugin to latest version did not resolve the problem
4. I adjusted all available WooCommerce category view settings and XStore image settings related to WooCommerce without finding any settings that could affect the image location.

At this stage, the best course of action is to reach out to the developers of the XStore theme, as they may already have insights into what could be causing this issue. We have kept the staging site intact for you to provide the theme developers with a testing environment.

Please contact us again after you receive a response from the theme developers, and share their feedback with us.

I now require urgent support and a fix for this, as it’s causing serious issues and the website is completely inaccessible for customers.

#420211 Copied

veryvivid20

Participant

October 25, 2024 at 07:56

Has anyone looked into this please?

#420410 Copied

Andrew Mitchell

Support staff

October 25, 2024 at 13:11

Hello, veryvivid20,

As we have not encountered similar issues with image loading on any of our clients’ websites or on our test servers, we kindly request the following access to your staging site in order to investigate the problem further:

1) Links to the pages with the problematic images.
2) Full access to the website’s admin panel.
3) Full FTP access to the website.
4) Full access to the database.

We appreciate your cooperation and look forward to resolving this issue promptly.

Best regards,
8Theme’s Team

#420493 Copied

veryvivid20

Participant

October 26, 2024 at 08:36

All info in private box for logging in

The page that is being affected most is https://hoghtontimber.co.uk/product-category/timber/ (also on the staging site). This is the page that continuously hits 502 gateway issues

Please contact administrator
for this information.

#420546 Copied

veryvivid20

Participant

October 28, 2024 at 09:35

Is there an update with this one please?

#420670 Copied

Andrew Mitchell

Support staff

October 28, 2024 at 11:15

Hello, veryvivid20,

We have thoroughly reviewed the page and images, and we did not find any issues with either the images or the page loading on the live site. Additionally, we did not encounter any similar problems on the staging site.

Best regards,
8Theme Team

Files is visible for topic creator and
support staff only.

#420688 Copied

veryvivid20

Participant

October 28, 2024 at 14:30

I have been back with my hosting developers and they have provided the below:

Given that the developers did not identify any issues with how product images are called, we have revisited the case and dedicated additional time to investigate further. We traced the loading process of the https://staging8.hoghtontimber.co.uk/product-category/timber/ page with the theme core plugin both enabled and disabled. Our goal was to examine the different system calls made by the site and identify any significant differences.

We noticed a difference in the MySQL queries fetching the category products. With the et-core-plugin disabled, the page loads very quickly, and the MySQL queries are limited to only the products within the specific category. Here is an example:

15927:1730116109.755615 (+ 0.000423) sendto(3, “d\0\0\0\3SELECT post_id, meta_key, meta_value FROM ubn_postmeta WHERE post_id IN (9407) ORDER BY meta_id ASC”, 104, MSG_DONTWAIT, NULL, 0) = 104
16011:1730116109.775547 (+ 0.000329) sendto(3, “\214\0\0\0\3SELECT post_id, meta_key, meta_value FROM ubn_postmeta WHERE post_id IN (5847,6019,7231,7575,5508,6542,6363,6887,7403) ORDER BY meta_id ASC”, 144, MSG_DONTWAIT, NULL, 0) = 144

When the et-core-plugin plugin is active, the site is running similar MySQL queries, selecting all product found in this category, but in addition, it also queries the database to find all product variations. Here is an example of such query:

22315:1730115717.344283 (+ 0.002135) sendto(3, “\247\3\0\0\3SELECT post_id, meta_key, meta_value FROM ubn_postmeta WHERE post_id IN (5848,5849,5850,5851,5852,5853,5854,5855,5856,5857,5858,5859,5860,5861,5862,5863,5864,5865,5866,5867,5868,5869,5870,5871,5872,5873,5874,5875,5876,5877,5878,5879,5880,5881,5882,5883,5884,5885,5886,5887,5888,5889,5890,5891,5892,5893,5894,5895,5896,5897,5898,5899,5900,5901,5902,5903,5904,5905,5906,5907,5908,5909,5910,5911,5912,5913,5914,5915,5916,5917,5918,5919,5920,5921,5922,5923,5924,5925,5926,5927,5928,5929,5930,5931,5932,5933,5934,5935,5936,5937,5938,5939,5940,5941,5942,5943,5944,5945,5946,5947,5948,5949,5950,5951,5952,5953,5954,5955,5956,5957,5958,5959,5960,5961,5962,5963,5964,5965,5966,5967,5968,5969,5970,5971,5972,5973,5974,5975,5976,5977,5978,5979,5980,5981,5982,5983,5984,5985,5986,5987,5988,5989,5990,5991,5992,5993,5994,5995,5996,5997,5998,5999,6000,6001,6002,6003,6004,6005,6006,6007,6008,6009,6010,6011,6012,6013,6014,6015) ORDER BY meta_id ASC”, 939, MSG_DONTWAIT, NULL, 0) = 939

This additional querying for product variations is contributing to the delay in page loading. Since the XStore theme is third-party software and we are not closely familiar with its specifications and design regarding the processing of WooCommerce products, a detailed analysis of the theme’s code to determine the cause of the issue could be quite time-consuming.

Given that the site loads significantly faster with the theme core plugin disabled, we strongly recommend that you continue the conversation with the developers of the XStore theme. They will be better equipped to provide insights into the theme’s behavior and offer a solution.

I really need you as the theme developers to fix these issues with the et core plugin. This is by far the worst theme I’ve come across in terms of performance. Please fix these issues asap

#420715 Copied

veryvivid20

Participant

October 30, 2024 at 12:02

can I please get an update on the above

#421005 Copied

Andrew Mitchell

Support staff

October 31, 2024 at 16:25

Hello, veryvivid20,

Please note that the additional request for product variations is enabled through the following functionality:

WooCommerce (Shop) -> Shop -> Products Design -> Variations as simple products

You can always disable this feature if needed (default themes do not include this functionality).

Additionally, when searching for products, the following options may increase the number of queries:

Header Builder -> Search -> Search by (everything except products)
Header Builder -> Search -> Search by SKU
Header Builder -> Search -> Search by category
Header Builder -> Search -> Search product variations

You also have the option to disable these settings, which will revert the search functionality to that of default themes.

Please note that the more features you enable, the higher the load on the system.

Best regards,
8Theme’s Team

#421206 Copied

veryvivid20

Participant

November 1, 2024 at 13:44

I have turned on the variations as simple products, and that actually seems to fix my page loading and 502 errors. But that’s not fit for purpose because I don’t want all those showing

Also, all search variations are disabled so that’s not the issue

#421297 Copied

veryvivid20

Participant

November 1, 2024 at 14:14

In fact, no, it hasn’t fixed the issue. still getting 502 errors constantly. this theme is not fit for ecommerce at all

#421311 Copied

Andrew Mitchell

Support staff

November 4, 2024 at 07:42

Hello, veryvivid20,

We hope this message finds you well. We were unable to locate the page(s) with the 502 error. Could you kindly provide us with the links to the pages experiencing this issue?

Thank you in advance for your assistance.

Best regards,
8Theme Team

#421481 Copied

veryvivid20

Participant

November 4, 2024 at 10:23

The page that causes the issues is: https://hoghtontimber.co.uk/product-category/timber/

But it does happen to other pages too. please read all of the above from the hosting team too.

#422002 Copied

Andrew Mitchell

Support staff

November 5, 2024 at 11:35

Hello, veryvivid20,

We have noticed that the Advanced DB Cleaner plugin is installed on your site. We would like to inquire about any database manipulations you may have performed.

Additionally, based on our observations, disabling our theme and plugin does not seem to affect the 504 error. You can verify this yourself. We conducted tests using the Hello Elementor and Twenty Twenty-Four themes, and both exhibited the same issue on the frontend. Please note that you need to be logged in to observe this (details are provided in the private content).

It is possible that the issue may be caused by third-party plugins or database manipulations.

Best regards,
8Theme’s Team

Files is visible for topic creator and
support staff only.

#422141 Copied

Andrew Mitchell

Support staff

November 5, 2024 at 11:37

We would like to bring to your attention another interesting point: the “Timber” category on the staging site did not exhibit the same error.

#422142 Copied

veryvivid20

Participant

November 5, 2024 at 12:00

My hosting/technical developers have stated:

According to our checks, the problem stems from the theme’s core plugin – XStore Core. The problem can be replicated on the staging site https://staging8.hoghtontimber.co.uk/ where only the following two plugins and two themes are active:
WooCommerce
XStore – parent and child themes.
XStore Core

All of them are up to date and once the XStore Core plugin is disabled, the site’s product category pages start loading much faster. The issue is most prominent on the Timber page, which you can ask the theme’s developer to test and review further.

I’m afraid that we don’t have a suitable workaround solution at the moment. One option is to disable the XStore Core plugin, however, this will distort the site’s layout and design.

Best Regards,

Svetoslav Vasev
Senior Technical Support

I’m at a loss… you keep stating it is not an issue with your theme, however it all comes back to it

#422148 Copied

veryvivid20

Participant

November 7, 2024 at 09:32

I have included more details in the private content area

Please contact administrator
for this information.

#422362 Copied
Andrew Mitchell

Support staff

November 7, 2024 at 09:55
Hello, veryvivid20,

We have implemented some optimization changes, and the following files have been modified:
```
- wp-content/plugins/et-core-plugin/packages/st-woo-swatches/public/class-st-woo-swatches-public.php
- wp-content/plugins/et-core-plugin/inc/core.php
```
These changes have significantly improved the page load time for the “timber” category, reducing it from 9.2 seconds to 1.8 seconds.

We have applied these changes to your production environment, but unfortunately, the same level of improvement has not been observed. Despite clearing the SiteGround cache, the issue persists. It is possible that there are additional caches or a CDN in place. Could you kindly clear them and verify the results?

Please note that these fixes will also be included in the next theme update.

Best regards,
8Theme’s Team
#422373 Copied
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