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A valid ticket could not be retrieved for the event.

Posted: February 2, 2017 at 10:01 am


Matthew Bernier

February 2, 2017 at 10:01 am

Hello,

I currently have an event open for registration but since an event espresso plugin update the other day, when a user wants to add a ticket to the cart, they get the following error:

An error has occurred:
A valid ticket could not be retrieved for the event.
Please click the back button on your browser and try again.

Any idea what is causing it? Need to fix it ASAP.

Currently running Version 4.9.29.p


Josh

  • Support Staff

February 2, 2017 at 10:08 am

Caching could cause this. Can you go to the W3 Total cache settings and make sure that object caching and database caching are both deactivated?


Matthew Bernier

February 2, 2017 at 11:36 am

Thanks for the reply.

I checked and they are both disabled.
Any other ideas?


Josh

  • Support Staff

February 2, 2017 at 11:45 am

You can also increase the amount of memory available for WordPress by following this guide:
​http://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP
You can use an [FTP client][1] and [a text editor][2] to edit the site’s wp-config.php file:
[1]: http://codex.wordpress.org/FTP_Clients
[2]: http://codex.wordpress.org/Editing_Files#Acceptable_External_Editors
This will avoid potential errors with recording the registration data due to your server running low on memory.
Also, you can try the setting that encodes the registration session data. This can prevent fatal errors on some servers. It’s recommended to try this setting during off-peak registration times just in case your server doesn’t allow using base64encoding (some of the cheaper shared hosts don’t). You can set Event Espresso to encode session data by going to Event Espresso > General Settings > Admin Options and set Encode Session Data to Yes, then save. After you save this setting, it’s important to test a registration to make sure your server supports encoding data.


Matthew Bernier

February 2, 2017 at 12:18 pm

I will check the config but this is a dedicated server with 4 vCPU and 6 GB of RAM with only this website running on it. Traffic is low and the second ticket option for this same event works fine….


Josh

  • Support Staff

February 2, 2017 at 12:52 pm

Sometimes there can be a bottleneck for the amount of memory allocated to WordPress, where the server has plenty of memory. Are you consistently seeing the first ticket option not working? Please try the encoding option before you test again.


Matthew Bernier

February 2, 2017 at 7:29 pm

OK, so I tried the modified config and it’s still not working… Any other ideas?


Tony

  • Support Staff

February 3, 2017 at 3:48 am

Do you have access to the server error logs? If so can you check if any errors are being thrown by EE.

Or if you enable WP_DEBUG on the site we can run a test registration and see if any errors are being thrown during the request.

When logged into the site can you purchase both a member and non member ticket or does that error show for each?


Matthew Bernier

February 3, 2017 at 6:06 am

Hi, With WP_DEBUG enabled I get the following info below what I usually get:

ProcessTicketSelector - processTicketSelections - 203

In the Apache error log I get this:

[Fri Feb 03 13:02:16.808058 2017] [fcgid:warn] [pid 13872] [client xxx.xxx.xxx.xxx:53770] mod_fcgid: stderr: PHP Notice: Undefined offset: 1 in /home/myurl/public_html/wp-content/plugins/event-espresso-core-reg/modules/ticket_selector/ProcessTicketSelector.php on line 184, referer: https://www.myurl.com/events/myevent


Matthew Bernier

February 3, 2017 at 8:15 am

Tony, the member ticket works, just not the non-member.


Josh

  • Support Staff

February 3, 2017 at 8:19 am

Thank you, knowing the error message is very helpful. So apparently there’s a bug in the ProcessTicketSelector that’s causing the error. The good news is there should be a way to workaround the bug until a fix can be made and released. Here’s what you do to work around the bug:

1) You go into the event editor and go to the box where you can edit the tickets
2) You click on the top ticket (the member only ticket) and drag it to move it so it’s at the bottom, below the non-member ticket
3) You click on the update button to update the event.

I’m working on making a ticket for the developer of the ticket selector so they can rework the broken logic there.


Matthew Bernier

February 3, 2017 at 8:35 am

Super, it worked!
Thanks!


Josh

  • Support Staff

February 3, 2017 at 8:47 am

Glad to hear. We’ll update this topic when a fix is ready.


BCPTA

February 5, 2017 at 10:17 pm

We are also having this problem.

I tried the solution posted here, to drag it to the bottom, but it didn’t help.
We have multiple member tickets.
I tried re-creating the ticket too, didn’t work.
Dates and times and quantities look ok.
I created a bran new user to test, just in case it was maxing out a 1 per order, but that didn’t do anything.

We are actively taking registrations, can you help?

https://www.bcplaytherapy.ca/events/words-not-enough-integrating-art-therapy-play-therapy-practice-5-ceus/

(two “webmaster” tickets there for .01 cent each that you can try).

I also tried an incognito window and purging cache from WP Engine settings. Didn’t work.


Josh

  • Support Staff

February 6, 2017 at 8:16 am

Hi Johanna,

Can you try moving the “Regular Admission” ticket to the top of the ticket list?


BCPTA

February 6, 2017 at 4:07 pm

Hi Josh, that allows only “regular admission” to work, but not the ones I mentioned that give the error.


Josh

  • Support Staff

February 6, 2017 at 9:42 pm

Can you move the other tickets to a position higher up the list?


BCPTA

February 6, 2017 at 10:58 pm

Hi, no, I rearranged them and still can’t buy some tickets.


BCPTA

February 7, 2017 at 12:54 am

Just so you know, after I re-arranged the tickets, the pricing went all wonky. If I selected a “regular student” ticket at 64.99, when I clicked to proceed, the registration showed for being “regular registration” for $115.

I re-arranged them again and the student ticket seems ok now. But I’m worried this will now affect all our members who are logged in trying to purchase tickets. For one, they might get this error. Or, the price might not be right when they try to checkout, as it will take them to a ticket checkout area that is not for their ticket.

Can you help with this as soon as possible?


Josh

  • Support Staff

February 7, 2017 at 9:16 am

Hi Johanna,

I checked your event page again and when I select the 64.99 ticket, that’s what I get on the next page. You may have had the $115 ticket already in the cart. Can you try selecting the 64.99 ticket again, after you’ve cleared the browser’s cache?


BCPTA

February 7, 2017 at 4:55 pm

Hi Josh, it works because I had to put it back so that people could register.

Right now, the member and non-member pricing is defaulting to $160. So it’s still not right. I don’t see how having anything in the cart should affect this – what if people want to go back and change their selection?

To be honest, we need a really fast solution to this, even if it is temporary. Can you send us a previous version of EE4 where this is not an issue? Or advise us on reverting? Would this help? Or is another solution coming?

I would set up a staging site for you to test, but we are on WP Engine and your plugin doesn’t work on our staging environment. I have written about this twice, and was told it was solved. But its not on our end. I haven’t tried with the latest version of EE4 though.


Josh

  • Support Staff

February 7, 2017 at 5:10 pm

To be honest, I don’t understand what you mean by “put it back”, the member and non-member pricing is defaulting to $160, and “it’s still not right”. Can you explain?

what if people want to go back and change their selection?

How would they go back and change their selections?

Or is another solution coming?

There’s a possible fix to this (although I can’t say for sure it’s the fix for the problem because it’s not clear to me what’s getting switched and what you meant by defaulting), and it’s included in the release candidate, which you can download here:

https://github.com/eventespresso/event-espresso-core/archive/master.zip


BCPTA

February 7, 2017 at 10:47 pm

Hi Josh,
I just updated to Version 4.9.30.p – does that include the fix?

To be honest, I don’t understand what you mean by “put it back”, the member and non-member pricing is defaulting to $160, and “it’s still not right”. Can you explain?

–> earlier you asked me to drag tickets around, moving some to the top, etc. When I did that, that’s when the pricing issue happened. People would click on a $64 ticket, and then click on “register now”, and the next page would tell them their ticket was $115.

So when I dragged the $64 ticket back to where it was before you asked me to move things around, which was for fixing the error message, then the pricing issue didn’t work. You could then select the $64 ticket and see that on the page after hitting “register now”.

But dragging tickets around seemed to affect the pricing of multiple tickets, which is why I’m saying the member tickets are still off. They should not come to $115 after selecting them, and clicking on “register now.”

And member tickets can only be clicked on by certain user roles that are logged in. So you wouldn’t be able to test this on your end unless we set up member accounts for you.

How would they go back and change their selections?

The back button on their browser

Let me know if this helps clarify things.


Josh

  • Support Staff

February 8, 2017 at 7:47 am

If they are actually hitting the back button on their browser to change things, you’ll find that’s not going to be effective to change their ticket selections. Instead, you can put a link to the registration cancelled page and that will clear the cart.

The fix is not included in 4.9.30.p, it’s included in the release candidate (4.9.31.rc)
https://github.com/eventespresso/event-espresso-core/archive/master.zip


Garth

  • Support Staff

February 20, 2017 at 12:36 pm

4.9.31.p was released today with this fix.

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