Intermittent problem with download attributes

[marybeshaw]

My store is having a problem with zen cart download attributes. The store just sells zip files. The store was working fine up until yesterday, when some customers found that their download files were missing.

In one instance, the same customer placed their same order twice: one time the files were missing, and another time they were there for download.

For the other problem orders, I manually added the download attachments to the zen_orders_products_download table to fix their problem. But we get too many orders to keep that up, and it will become a customer service nightmare if left uncheckedw.

I haven't made any changes to the store in the last couple of weeks, so I'm totally stumped. Has anyone else encountered this problem, and fixed it? Any suggestions or experiences would be appreciated.

Version: 1.3.8
Security patches have been installed
I've made some heavy customizations and added several add-ons, but have changed nothing related to order processing.
http://www.designhousedigital.com

Thanks!
Mary

[Ajeh]

If you look at the Products that this has happened to in the Attributes Controller ... do they all have green dots next to the filename?

If you check via phpMyAdmin in the:
products_attributes_download

do you have an attribute for each of the downloads with a filename?

If you go to the Product in Shop ... do you see that Attribute is selected automatically for the customer? If not, then the customer forgot to choose the file, which is why it's not available as a download link.

[marybeshaw]

Thanks so much for looking at this!

Yes, all of these products have green dots next to their filenames in the Attributes Controller.

Yes, all of these products have entries in the products_attributes_download table for their zip files.

Yes, the download attributes are selected in the store. I've made them hidden fields, so they are always selected no matter what.

[Ajeh]

You might check the custom code then to see if there is something with the hidden fields causing the conflict ...

So far I cannot reproduce the issue and this has not been something reported as an issue ... except when downloads are not automatically marked on the product and customers can forget to pick one ...

[marybeshaw]

Thanks for the tips! Now that you say it, I remember that I put up a "cookie cart / keep cart" add-on earlier this week. The items must not be attaching their attributes when being restored from the cookie.

I've turned it off and will fix the bug before turning it on again.

You really helped a lot! I never would have figured out on my own that add-on would have such a weird side effect.

Mary

[Ajeh]

Not a problem ... thanks for the update that you think it's you ...