2006 MySQL server has gone away - error message

[betheone]

I am having a new issue with my web store. When a customer clicks on 'confirm order' the following error message show up:
2006 MySQL server has gone away
in:
[select customers_email_format from zen_customers where customers_email_address= 'admin@REMOVED_ADDRESS.com']
2006 MySQL server has gone away
in:
[select count(*) as total from zen_sessions where sesskey = 'bf75e6c9bbf9d2ec94b533a2963e0838']

My web host is Hostmonster. They say everything looks fine on their end. I'm using zen cart 1.3.8a, php version 5.2.9. I haven't made any changes at all recently, and this issue just popped up. Before that the store was working fine. I repaired the database and optimized the table. That didn't do anything.

Any help would be greatly appreciated.

[betheone]

Problem solved!

https://www.zen-cart.com/tutorials/i...article=298%27 shows how to set up the Linkpoint gateway, which is what we have, though it's now called First Data Global Gateway. One of the requirements is that the host's server have port 1129 open and bidirectional. I called our host to ask if port 1129 was open and was told no! I guess for security purposes, ports are closed routinely unless you have a dedicated IP and ask the host to leave a specific port open.

Long story short, our store is functioning again.

[needainstall]

I just started getting the exact same error message.

As a result all orders are failing.

To make matters worse, customers can't even send us an email from within the site to see what's going on.

We do not use linkpoint or any other payment gateway, any/all cc orders are processed offline.

I'm hoping someone has some ideas as this couldn't have happened at a worse time...

[needainstall]

I found another related post in the forum here and Dr. Byte requested the op to post some info about their server, so here's some about mine -

Hosted on a 'hybrid' managed server at wiredtree. Supposed to be pretty fast and with plenty of system resouces (this zc site is the only active site on my vps).

I must say that I have noticed my site running noticeably slower over the last couple of weeks.

Not sure if this has any bearing on the current problem. I am just hoping to find some solution rather quickly as knowing that no one can place an order is really stressing me out.

[needainstall]

My host just replied with "These kinds of errors are usually caused by insufficient MySQL timeout values." after which they made a change.

I then submitted a test order, and the order did go through - eventually.

The thing is it took exactly 120 seconds from the time I pressed the submit button, till the order was actually committed.

This process used to take 5-10 seconds.

My fear is that most customers would not wait that long, and would either abandon the sale or press the submit button again.

It may not sound that long, but just sit and look at your watch for 120 seconds - it's a long time!

[Kim]

Uh yeah, that is way too long - Yell at your host some more.