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Marina
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April 30, 2015 at 3:00 am
I’m using EE 4.6.24.p on WordPress 4.2.1 and I’m having massive troubles with an ongoing registration.
When customers go through the registration process they complete all necessary steps and receive an empty invoice in the end – the template is displayed correctly, but all attendee information is missing.
Same pattern in my backend, I have an empty registration without any contact details.
Prior to this ticket sale we had an Early Bird Sale, which went smoothly – the only difference is the default registration status which was “accepted” for the Early Bird and now is “Pending Payment”.
Those registrations are no spam as customers called to complain…
This is really urgent, we went into maintenance mode and want to restart on Monday – help please!
Thanks a lot.
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Tony
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April 30, 2015 at 6:31 am
Hi Marina,
Do you have any caching plugins installed?
You may also want to check with your host to confirm if they run server side caching.
As you are in maintenance mode we can not see any of the event details currently.
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Marina
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April 30, 2015 at 6:38 am
Hi Tony,
thanks for getting back.
I have W3 Cache and excluded all Event Espresso Sites from Caching. I also set the WP_MEMORY_LIMIT to 96M and the MAX_MEMORY_LIMIT to 256M. There should also be no server side caching from my host.
I now am back live, can you run a test registration now?
Thanks so much!
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Tony
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April 30, 2015 at 8:11 am
Hi,
It looks like you have added 2 custom questions within the ‘Address’ system question group – http://take.ms/Umdeu
Is that correct?
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Marina
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April 30, 2015 at 8:36 am
Yes, that is correct – could that cause any problems?
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Marina
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April 30, 2015 at 10:03 am
In the meantime 3 registrations went through correctly – yours included. I took all neccessary measures concerning Caching (I ruled out server side caching from my host, raised the WP memory and excluded all EE Sites from Caching in W3 Cache) and deactivated reCAPTCHA as it seemed to have caused problems for some users.
As this is a problem that appears every now and then I’m not sure what to do. What’s your advice? Go back live and hope for the best? Is there any way I can deathproof test before switching off Maintenance?
Thanks!
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Marina
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April 30, 2015 at 10:04 am
Uhm, bulletproof…
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Tony
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April 30, 2015 at 10:09 am
Would it be possible for me to take a look at the registrations within the Admin?
If so please provide temporary login details using this form:
https://eventespresso.com/send-login-details/
And provide details of a registration that I can see what is happening on.
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Marina
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April 30, 2015 at 10:21 am
Did you receive the login details? I’m not sure if submitting the form worked!
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Tony
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April 30, 2015 at 10:40 am
Yes I’ve received them, thank you.
When we see registrations like that, it is usually due to caching.
I know you mentioned that EE is excluded from caching, and I can see that right now WPTC is disabled but this is almost always caused by caching.
Can you also confirm that there are no cache files within /wp-content/?
(Sometimes purging the cache doesn’t delete all the files)
When you do have W3TC enabled do you use more than Page caching? For example Database caching or Object caching?
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Marina
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April 30, 2015 at 11:05 am
There’s a master.php in wp-content/cache/config – am I supposed to delete that?
I also use Database and Object Caching for all EE Sites – guess I wanted to be sure 🙂 Is that okay?
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Tony
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April 30, 2015 at 11:39 am
Basically you can not cahce ANY of Event Espresso’s data, it is dynamic for each and every registration.
So object and database caching can not be used with Event Espresso.
The master.php should not cause issue but I do suspect that the DB and Object caching caused your original problem. The exclusion strings within settings are only for Page Caching, Object and Database caching can be set to exclude specific queries but it is much more advanced and not something we cover on the forums.
I would try enabling Event Espresso with ALL caching disabled and see how the registrations go then.
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Marina
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May 1, 2015 at 12:13 pm
Hi Tony,
it happened again… I turned off all caching and another blank registration went through. Any ideas?
Thanks for your fast help so far!
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Marina
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May 4, 2015 at 8:57 am
I updated to 4.6.25.p and now there’s a new problem. When attendees fill in their contact details in the registration page and click “proceed to payment options” they receive the following error: “The selected method of payment could not be determined. Please ensure that you have selected one before proceeding. If you continue to experience difficulties, then refresh your browser and try again or contact … for assistance”.
Selecting a payment method happens on the next page, so that doesn’t even make sense. In the backend those registrations appear as abandoned transactions with blank attendee data (except for my custom fields and the permalink with the registrant’s name – so I was able to track back those registrations). All system-side data never made it through.
What can I do? We’ll have to switch our system if I don’t fix this by tomorrow.
Thanks!
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Lorenzo Orlando Caum
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May 4, 2015 at 4:16 pm
Hi Marina, this still sounds like caching is occurring. Could you provide a link to the event?
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Lorenzo
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