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Attendee information not on database.

Posted: March 11, 2014 at 10:32 am


iaeon

March 11, 2014 at 10:32 am

What happens: An attendee confirmation email is received but there is no record of the attendee in the database. We know that this has happened multiple times to different people attempting to book. It is obviously very problematic not to have a record of their booking on the system and seriously impairs clients perception of the service we offer.

Clicking on the link in the confirmation email goes to a ‘blank’ registration for that course.

We have tried to replicate this problem multiple times and have failed to do so. Once a record is created by pressing ‘submit’ it does not get erased during our tests, even when clicking ‘back’.

We do have Multiple Events Registration but do not think that attendees are trying to make more than one booking when this happens.

We are at a loss as to how to identify exactly what our attendees are doing which is causing this problem to occur.

WP 3.8.1 EE 3.1.36.4.P


Lorenzo Orlando Caum

  • Support Staff

March 11, 2014 at 2:27 pm

Hello,

Did this issue recently start to happen to registrations? Do you recall any recent changes to your site?

Also could you share a link to any event so I can take a closer look?

Cheers


Lorenzo


iaeon

March 12, 2014 at 10:18 am

It is possible that the issue is related to an upgrade towards the end of Feb when we moved from WP 3.5.1 with EE (probably 3.1.33). We cannot be sure if this happened before then, but it has certainly happened a few times since.

There is a test event you can look at online at: http://the-sra.org.uk/event-registration/?ee=142


Lorenzo Orlando Caum

  • Support Staff

March 12, 2014 at 11:06 am

I sent through a registration and received an email about the registration.

Are you seeing that information in Event Espresso for this event?


Lorenzo


iaeon

March 12, 2014 at 11:14 am

Yes you are there with a status ‘incomplete’.


Lorenzo Orlando Caum

  • Support Staff

March 12, 2014 at 12:22 pm

Do you have any information on the web browsers that these registrants are using?

I used Google Chrome for the earlier registration.


Lorenzo


iaeon

March 12, 2014 at 12:40 pm

No, but I suspect older versions of Internet Explorer (IE is always suspect!) … I will see if I can get any further information.


Lorenzo Orlando Caum

  • Support Staff

March 12, 2014 at 12:41 pm

Thank you. Any additional information will be helpful!


Lorenzo


iaeon

March 24, 2014 at 5:47 am

We have had a couple more instances of this in the last few days. One with Internet Explorer 8 another with Internet Explorer 9. We have been unable to reproduce with these browsers and are still at a loss as to why sometimes data is not stored on the system. Any more ideas of what can be tested or what we should look for or ask people who have suffered from this?


Tony

  • Support Staff

March 24, 2014 at 6:06 am

Hello,

Do you know which payment methods these attendees are using?

Do you have any custom gateways within wp-content/uploads/espresso/gateways/?

I notice you have a lot of Event Espresso’s template files uploaded to wp-content/uploads/espresso/templates/ are these actually modified versions or where the all just copied for safe keeping?


iaeon

March 24, 2014 at 6:28 am

Hi Tony. Not certain re payment methods but likely to be ‘invoice’ (off-line) Could try to check if important.

No custom gateways.

A few of the template files have been modified (cannot remember which off the top of my head as the development was over a year ago).


Tony

  • Support Staff

March 24, 2014 at 7:31 am

Not certain re payment methods but likely to be ‘invoice’ (off-line) Could try to check if important.

Invoice would fit actually. The Invoice Payment Gateway should offer a link to ‘Complete’ the registration, yours does not.

If you view your Invoice Payment option you will see this – http://take.ms/BywDk

Here is how it looks on one of my test sites – http://take.ms/yPCD3

What this link does is close the ‘session’ for the registration. The common issue from this is that if an attendee registers onto Event A and does not close the session, then registers on Event B the registration for Event A is overwritten as EE uses the session ID to keep track of registrations and update the DB (and as such each one should be different) we have also seen in the past that registrations have been deleted due to this, but have not found out why.

When you say no custom Gateways do you not have ANY files at all within that directory (wp-content/uploads/espresso/gateways/)? That link should be within the Invoice gateway by default.

As you are on 3.1.36.4 I’m assuming none of the core files have been modified since that update?

A few of the template files have been modified (cannot remember which off the top of my head as the development was over a year ago).

This can also cause issues if the templates have not been updated to match the current versions. From time to time we add code to the template, this code must then be added to your custom templates to ensure Event Espresso works correctly.

I would recommend using a program such as DiffMerge to compare wp-content/uploads/espresso/templates with plugins/event-espresso/templates/ and update your custom templates to match the current versions (or simply add your modifications to the current ones and replace your custom ones)

Be sure to back-up the site fully (both the files and the database) first, we have a guide on how to do that available here:

http://eventespresso.com/wiki/how-to-back-up-your-site/


Tony

  • Support Staff

March 24, 2014 at 7:33 am

For reference regarding the invoice gateway.

If you view your Pay by bank transfer gateway you will notice the complete registration link that should also be within Invoice.

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Updated by  Tony 5 years, 8 months ago ago

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