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Attendees report registration error that prompts them to refresh browser

Posted: June 3, 2020 at 8:17 am


orphanwise

June 3, 2020 at 8:17 am

Hi,

We’ve had a few reports that potential attendees are having difficulty signing up for an upcoming event on our website. They are able to fill out the first part of the registration form, where we have some questions specific to the nature of our nonprofit’s work. However, when they try to proceed to payment options, they are blocked from doing so.

I have no trouble getting through to the payment options page for the event in question, but I have encountered a similar issue in the past. At the time, deactivating our caching plugin seemed to help, but we’ve since removed the plugin and are still encountering issues.

Thank you!

WordPress Version: 5.4.1

PHP Version: 7.2.30

MySQL Version: 5.6.47

Event Espresso Version: 4.10.6.p

WordPress Address (URL): https://www.orphanwise.org

Site address (URL): http://www.orphanwise.org


Tony

  • Support Staff

June 3, 2020 at 12:53 pm

Hi there,

When you say the user is blocked, what happens? Do they see any errors?

To clarify, do they make it through to payment options and can’t finalize or can the not process through to payment options?


orphanwise

June 3, 2020 at 1:37 pm

Yes; an error message pops up asking them to refresh their browser and try again.

They are not able to process through to payment options, although they are able to enter their sign-up information.


Tony

  • Support Staff

June 4, 2020 at 6:09 am

Yes; an error message pops up asking them to refresh their browser and try again.

I saw that in your original post but that’s only half the error, to be specific that is the second half of the message that would display. A quick example of a few that can show but there are more:

An error occurred! Please refresh the page and try again.

An unknown error occurred on the server while attempting to process your request. Please refresh the page and try again or contact support.

Invalid or missing Invalid Checkout Access form data. Please refresh the form and try again.

We’re sorry but the registration process can not proceed because one or more registration steps were not setup correctly. Please refresh the page and try again or contact support.

The specific phrasing of the message shown helps determine what is happening.

They are not able to process through to payment options, although they are able to enter their sign-up information.

May I ask who hosts your site?
Any kind of load balancing on their end when the site gets a higher load?


orphanwise

June 9, 2020 at 7:13 am

Hi! We finally secured a screenshot from someone who was trying to register. The error says: “The registration step could not be completed. Please refresh the page and try again.”

We’re hosting with GoDaddy; this is the first ever website we’ve made, so I’m kind of building the plane as I fly and wouldn’t really know where to find the load balancing information.

Thanks for your help!


Tony

  • Support Staff

June 9, 2020 at 9:56 am

Hmm, ok.

With that error it usually means your getting a ‘fatal error’ being thrown in the background.

Within your GoDaddy control panel (I’m assuming you have access?) should be a section to view the the sites error logs. Open that up and search for ‘fatal’, any error from EE show up?


orphanwise

June 9, 2020 at 11:39 am

The cPanel error log is blank; would it be worthwhile to set up a custom log using the process indicated here? Thank you!


Tony

  • Support Staff

June 9, 2020 at 1:51 pm

Yes, I would.

If you server isn’t logging errors anywhere you’ll be stuck when issues come up (like now) as we need the ‘full’ error to know what the problem is.

The ‘front’/user-facing errors are essentially saying “something went wrong” whereas the full errors will show “X blew up at line 27” and then you can work back from there. The error you’ve posted is (unfortunately) a bit of a catch-all, so we need the full error.


orphanwise

June 17, 2020 at 8:09 am

This reply has been marked as private.


Tony

  • Support Staff

June 19, 2020 at 6:10 am

Generally, we require a support token to work directly on the site itself and it is unlikely logging into the admin will give me any more details here.

When you say the custom log file hasn’t caught any errors, do you mean anything at all? If so, it’s pretty rare for there to be no warnings, notices, anything thrown at all on a site so if your getting nothing are you sure the logging is working?

What you may be better doing is using this snippet:

https://eventespresso.com/wiki/troubleshooting-checklist/#wpdebug

You place that snippet in your site’s wp-config.php file and it replaces the single line which you will likely have already define( 'WP_DEBUG', false );

That logs any errors to /wp-content/debug.log

If you let me know when that is done I can test a registration to see if anything shows up.


orphanwise

June 22, 2020 at 12:47 pm

The following note appeared in the log after I attempted to register:


[22-Jun-2020 14:51:50 UTC] PHP Notice:  Undefined offset: 1 in /home/m0cjn9ive7iz/public_html/wp-content/plugins/event-espresso-core-reg/payment_methods/Paypal_Express/EEG_Paypal_Express.gateway.php on line 185

It didn’t actually give me an error message for that, though. Any thoughts? Thank you!


orphanwise

June 22, 2020 at 12:47 pm

The following note appeared in the log after I attempted to register:


[22-Jun-2020 14:51:50 UTC] PHP Notice:  Undefined offset: 1 in /home/m0cjn9ive7iz/public_html/wp-content/plugins/event-espresso-core-reg/payment_methods/Paypal_Express/EEG_Paypal_Express.gateway.php on line 185

It didn’t actually give me an error message for that, though. Any thoughts? Thank you!


Tony

  • Support Staff

June 22, 2020 at 2:03 pm

That warning won’t be causing registrations to fail prior to the payment options step.

That is thrown on the PayPal Express payment option and is from pulling in your sites language setting.

In Dashboard -> Settings -> General, what is your site’s language set to?


orphanwise

June 22, 2020 at 3:02 pm

It’s set to English (U.S.)


orphanwise

June 24, 2020 at 8:36 am

As an update: Registrations are still failing, but the debug log isn’t catching anything involving EE, aside from the PayPal express issue. Any thoughts?


orphanwise

June 24, 2020 at 9:56 am

(Sorry for the multiple posts! The following just appeared:)

[24-Jun-2020 15:45:58 UTC] PHP Deprecated: The each() function is deprecated. This message will be suppressed on further calls in /home/m0cjn9ive7iz/public_html/wp-content/plugins/event-espresso-core-reg/caffeinated/admin/extend/registration_form/Extend_Registration_Form_Admin_Page.core.php on line 909


Tony

  • Support Staff

June 25, 2020 at 6:15 am

[24-Jun-2020 15:45:58 UTC] PHP Deprecated: The each() function is deprecated.

Can be ignored with regards to this issue, that’s thrown on the admin side but we’ll get that fixed up.

Can you create a new test event with active tickets so I can test some registrations?

You can set the event to be password protected and just post the password here to prevent other users from registering onto it.


orphanwise

June 25, 2020 at 8:17 am

The password protection option also isn’t working for me right now. Not sure what’s up with that. You can see a test event here, as we’ve temporarily migrated all the real events to another URL: http://www.orphanwise.org/events/


Tony

  • Support Staff

June 26, 2020 at 2:36 am

I think I’ve found your problem.

Your site allows both HTTP and HTTPS connections.

It works if you start a registration from here: https://www.orphanwise.org/events/test-event/

It will fail if you start a registration from here:
http://www.orphanwise.org/events/test-event/

The reason being that the request uses Ajax to communicate with the admin side of you site (when you see the spinning icon) and when you send a HTTP request it is redirected to HTTPS and then blocked by your sites config.

I recommend you switch the site to just load all traffic over HTTPS, there is no need to allow both protocols and HTTPS is preferred. The easest way to do that is using a plugin like Really Simple SSL.

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