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sbxmedia
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July 8, 2013 at 8:36 pm
Hey guys, just wondering if I can get some trouble shooting advice. I set up EE for my client and now that they are pulling financial reports and EE reports there are major differences. In the thousands. It seems that in many cases our Money system Moneris is tracking items as paid but EE is saying they have not. Any ideas on where to start? Here is a link to a file with a sample from one day. The top is moneris reporting, the bottom is EE. https://www.sugarsync.com/pf/D851898_66917242_493758
I am running the latest EE and Moneris is the only payment gateway.
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Dean
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July 9, 2013 at 6:20 am
Hi Brian,
It sounds to me like Moneris isnt responding to Event Espresso correctly (the payment confirmation isnt coming through correctly).
Have you double checked your settings both in Event Espresso and your Moneris account to make sure the response page is set correctly?
In particular “In order for the Moneris Hosted Pay Page to communicate with Event Espresso, the “Response Method” must be set to POST. This is done through the Hosted Paypage Configuration Tool.”
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sbxmedia
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July 9, 2013 at 11:02 am
You guys set up the response page. And it has been working for most people. Just not all. “Sent to your server as a POST” was set correctly.
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Josh
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July 9, 2013 at 11:18 am
Hi Brian,
It could be timing out when the communication happens on a successful payment. In which case the simplified transactions page template would help speed up the communication. There’s a blank transactions page template that can be downloaded from here:
https://eventespresso.com/wiki/how-to-set-up-paypal-ipn/
The template works for any gateways that use the transactions page as an IPN listener, not just PayPal.
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sbxmedia
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July 9, 2013 at 11:22 am
I will try that out too. Any other suggestions would be great too. I noticed on that page the comment “An important note about the “Force HTTPS on Return URL” setting:Please only enable the “Force HTTPS on Return URL” feature if you have an SSL certificate installed for your domain…”
Could it have anything to do with the return page not being on HTTPS yet? Would some web browsers not complete because of that?
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sbxmedia
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July 9, 2013 at 12:00 pm
Could there be a problem with the Moneris SSL as EE has it implemented? We received this a few weeks ago from a person after they put in their credit card info https://www.sugarsync.com/pf/D851898_66917242_494587
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Josh
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July 9, 2013 at 1:19 pm
I don’t think the transaction response from Moneris would be affected by whether or not the security warning pops up. You can get rid of the security warning by installing an SSL cert for the domain and checking the Force https box in the Event Espresso>Moneris Payment options.
The reason we have the note about SSL in the documentation is some folks were checking the “Force https” option without having an SSL cert installed. So the response was getting sent to an https:// URL and notifications would not work 100% of the time.
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sbxmedia
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July 11, 2013 at 12:34 am
I had implemented the file as suggested. We are still seeing some cases where Moneris say “approved and paid” but EE says “incomplete and zero payment”. Here is an example https://www.sugarsync.com/pf/D851898_66917242_406175 Have a look at the red line. I have an email out to the person who purchased to see if they did get a ticket.
Ideas on the next troubleshooting steps?
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Josh
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July 11, 2013 at 8:59 am
You could turn on full logging in Event Espresso>General settings and check the logs that get output to /wp-content/uploads/espresso/logs.
I’m curious though, where is the report that you linked to being generated from?
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sbxmedia
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July 11, 2013 at 12:26 pm
I will try the full logging. Will that effect anything else that I should know about?
The report I sent was my own I made by combining the moneris report with the EE event reports. For the purposes of troubleshooting this issue I needed more detail.
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Josh
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July 11, 2013 at 1:09 pm
Hi Brian,
Not really. If you leave the full logging on for an amount of time (like months) it will end up becoming a large file in MB, so we recommend leaving it on for a limited time while debugging/troubleshooting.
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sbxmedia
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July 11, 2013 at 11:20 pm
So I have an update for you. The person in the sample I attached above indeed did get their tickets. So they paid, received the tickets BUT EE tracked them as incomplete and did not account for their tickets in the ticket total (for a now oversold event).
Same issue with a random few others. Does that lend any further insights?
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Josh
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July 12, 2013 at 9:22 am
It seems like it’s either a network connection issue between the Moneris server and the server running Event Espresso or it’s timing out when the payment notification is relayed from Moneris so Event Espresso doesn’t get the notification that payment is made.
If it’s the latter, increasing the timeout value on line 108 of /gateways/moneris_hpp/EE_Moneris_HPP.class.php might help.
The other possibility is if there is any caching going on. Is there a caching plugin installed?
This sort of thing can be tricky to troubleshoot. I know one time where one of our customers had the same thing happening with PayPal Pro and it turned out to be their hosting company’s ISP was blocking communication from PayPal’s IP address.
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sbxmedia
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July 12, 2013 at 11:04 am
It doesn’t happen often so I think for the most part things are working. The timing out issues seem to be the case but thought if that was the case people would not be getting their tickets since that is being communicated to EE that everything is all paid up but not tracking as completed?
There is no caching tool on the site. As for the timeout value, what would you recommend?
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Josh
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July 12, 2013 at 1:22 pm
Hi Brian,
Are the emails set to be sent out only after payment is made?
I don’t really have a recommendation for the timeout value, other than try a higher number, you could try adding 10 or 20 to it if you’d like.
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sbxmedia
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July 12, 2013 at 1:29 pm
Yes, they go out after payment is made. Otherwise incomplete transactions would make a huge mess of things. People regularly get to the payment gateway and bail. Its quite neat actually to see when they start (date and time) and not complete but then come back a few days later to complete and purchase (dates and times noted too). For marketing there are great insights.
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Josh
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July 12, 2013 at 1:47 pm
Do you see any correlation between the transactions that don’t get marked as complete and the transactions that get paid a few days later after the initial registration happens?
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