Support

February 1, 2016 at 3:24 am

Hi Nikhil,

Do the login details contain any special characters such as &, !, ? etc

If so can you try creating another user account with a password containing letters (and numbers) and confirm if that works please?

February 2, 2016 at 3:52 am

Can you send me temporary login details so I can try please?

If so please use this form:

https://eventespresso.com/send-login-details/

February 15, 2016 at 11:00 am

Hmm, that’s strange.

Do you have WP_DEBUG enabled on the site? If so can you disable it and retest.

We have previously seen users web hosts block the connection when using the mobile app, can you contact your host and have them check if their mod_sec rules are being triggered on the android login for some reason.

February 19, 2016 at 2:36 am

We have a VPS hosting with DigitalOcean, can you please let me know the steps for mod_sec.

Unfortunately not as I’m not a server admin, do you have mod_sec enabled? If so try disabling it an re-test again, that will confirm if it is causing the problems.

March 3, 2016 at 3:44 am

Hi Nikhil,

No this is not a known issue with the app, the only known issue with logging into the app has been with special characters within the the password.

We bought the highest package that you guys have in anticipation of a smooth operation.

Whilst I do understand your frustration the app is working for multiple users with standard setups, so this is most likely an issue with the hosting setup (or possibly a plugin conflict) and not with the package you have purchased.

Have you tried logging into the app with Administrator account?

Do you have any security plugins installed?

If you update the role of the user account you previously provided to an Admin account I’ll take a look over the admin and see if I can spot any possible causes.

March 7, 2016 at 4:49 am

I can’t see anything out of the ordinary that would prevent the android app.

Possibly the ‘WP Check No JavaScript or Cookie’ but it seems unlikely, I would recommend disabling that plugin and retesting just to be sure.

Try enabling WP_DEBUG however use this code:

define( 'WP_DEBUG', true ); // Or false
if ( WP_DEBUG ) {
    define( 'WP_DEBUG_LOG', true );
    define( 'WP_DEBUG_DISPLAY', false );
    @ini_set( 'display_errors', 0 );
}

That sets WordPress so that it logs the error and tells your server not to display them. The try to log in via the app, and check within /wp-content/debug.log to see if any errors are being thrown.

I still suspect that something is preventing the connection before it actually gets to your site. You could try disabling mod_sec completely on your site and see if that works (try the above first and see if errors are being thrown)

You can disable mod_sec from within your .htaccess file, take a look here:

http://www.webhostingtalk.com/showthread.php?t=888019

Note you’ll also need to restart apache when your do this.