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snecyouth
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February 21, 2017 at 8:36 am
I have protected my event with a password. While logged in to my account the password works fine when tested. When logged out and tried on the front end, I am directed to a blank page. No error message, just a blank white page. I need this fixed asap. An early bird deadline is approaching. I read a support post about caching…not sure what that is, i’m not a developer. I tried to find it but had no luck.
Can you help.
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Garth
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February 21, 2017 at 10:14 am
Is this your event? I see a banner, title, and a password field: http://www.snecyouth.com/events/wonderfully-made-spring-escape/
This is what I see: https://www.screencast.com/t/kxPBEbxj15
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snecyouth
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February 21, 2017 at 10:30 am
Yes,that is the event.
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Josh
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February 21, 2017 at 10:56 am
Hi there,
I’m afraid we do not have much to go with as far as how to fix this from your description of the problem. May I ask, does the blank page issue happen if the event isn’t password protected?
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snecyouth
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February 21, 2017 at 12:54 pm
It was not happening until we put a password on the event. We had tested it a couple times before we thought of adding a password.
However, now when I remove the password, nothing happens. I choose the amounts for my tickets and nothing happens, it will not move on to registration and the event cart stays empty.
My other events are working fine.
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Josh
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February 21, 2017 at 1:23 pm
Is the event in this video the one that you’re having troubles with?
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snecyouth
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February 21, 2017 at 2:15 pm
Yes, is it working for you? It’s still not working for me.
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Josh
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February 21, 2017 at 2:53 pm
Yes as you saw in the video it’s working for me. Have you tried clearing your browser’s cache?
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snecyouth
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February 21, 2017 at 3:05 pm
Yes, but it not working still, i’ll try restarting everything
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Tony
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February 22, 2017 at 3:34 am
Hi there,
Did restarting work for you?
I also ran a test registration on that event and didn’t run into any problems, you can remove that registration if preferred.
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snecyouth
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February 27, 2017 at 12:00 pm
Nothing has worked. I decided to just remove the password. But it is still not working. The blank screen is no longer appearing, however, nothing is happening like before. The little clock screw turns, and then nothing changes, no options appear. This is happening now for all my events. Actually, the Spring Escape event now says sold out. It has many attempts from the same people who could not move forward, but Espresso is logging their registrations, even though they haven’t been able to move on to the registration or payment pages.
Please help!!
I really wish I could speak to someone on the phone.
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snecyouth
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February 27, 2017 at 12:16 pm
Digging deeper, it says that my Non-Staff tickets are sold out, but on the front end, it shows that all the tickets are sold out.
I also notice that one patron was able to put in names and ages etc., but would allow them to go any farther and I believe it’s her registrations that have cause the “Sold Out status, although it shows she only attempted to purchase 46 tickets, far less then the 255 individual limit and the 2000 over all limit.
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Josh
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February 27, 2017 at 2:24 pm
Hi there,
While we cannot troubleshoot this issue and fix it over a phone call, we can take a closer look at your website and investigate if you can complete the form on this secure page:
https://eventespresso.com/send-login-details/
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snecyouth
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February 28, 2017 at 9:56 am
I sent it.
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Josh
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February 28, 2017 at 2:06 pm
OK the access you sent doesn’t include access to the WordPress plugins page. Can you contact the individual that installed the plugins on your site and ask them to update Event Espresso so it’s on the current version?
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snecyouth
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February 28, 2017 at 2:13 pm
If I give you more access will it help? It’ll take days or even weeks to get the developer to move on this. He’s a volunteer.
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Josh
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February 28, 2017 at 2:38 pm
It will be best if someone from your organization can take responsibility for keeping the software up to date.
So the event that was sold out has been cleared of the reserved tickets and can take registrations again. What appears to have happened was the server timed out when a larger order was placed on your website. I’ve set the timeout limit on your server to 90 seconds (it was 30) and that may help. You can also set the “Maximum number of tickets allowed per order for this event:” to a lower number than 255 and that may help too.
If you need that limit to be 255 you can contact your host to see if they can add more resources (like more megabytes of memory) to your web server to help keep allow the server to process higher volume orders.
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snecyouth
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February 28, 2017 at 2:44 pm
We just downloaded the lasted version a few months ago. Has a new version arrived already?
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snecyouth
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February 28, 2017 at 2:47 pm
Also, what about my other events. How can we get them working? Do we need the upgrade in order for it to work? The version we have won’t work at all?
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Josh
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February 28, 2017 at 3:03 pm
May I ask what’s not working with your other events?
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snecyouth
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February 28, 2017 at 3:31 pm
No one has been able to get past the registration of answering the questions. For some, they cannot even get past the first page where they put in the amount of tickets they want. At some point, it spins as if something is happening and then nothing changes, nothing goes in the cart, it brings you no where, just the same page you are on, and it stays there.
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snecyouth
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February 28, 2017 at 3:32 pm
This is still happening for the Spring Escape event for me. This is on the front end. Things seem to work well in the back end when viewing event.
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Josh
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February 28, 2017 at 4:19 pm
Hi there,
I’m able to get past the registration form for the Spring Escape event. Can you try logging out of the website, then clear your browser’s cache, then try again?
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snecyouth
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March 1, 2017 at 9:09 am
Hi Josh,
I tried it a few times and finally had to clear my cache and browsing history from the beginning of time in order for it to work.
I had several people try it in my office.
1 had luck with Chrome and no luck with firefox
another had no luck with firefox
and the 3rd ONLY had luck with firefox and no luck with chrome or internet explorer.
I have no idea what to tell my 200 plus members. I do not think they should have to clear their browsing history from the beginning of time in order for it to work. Especially those who have never even tried to register before.
How can we just get it to simply work as it should? We may have to revert to our old event software program if we can’t get this working properly soon.
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snecyouth
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March 1, 2017 at 9:14 am
How can I send you a screen shot of what someone is seeing on Explorer?
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Josh
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March 1, 2017 at 10:03 am
Have you contacted your host to see if they can add more resources (like more megabytes of memory) to your web server to help keep allow the server to process higher volume orders?
For screenshots you’ll need to host the image somewhere an post the link here, we have some options posted here:
https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots
I do not think they should have to clear their browsing history from the beginning of time in order for it to work. Especially those who have never even tried to register before.
I agree, and I only asked you to clear your browser’s cache, I’m not asking anyone else to do that.
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snecyouth
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March 2, 2017 at 11:28 am
We can’t even seem to get a handful of orders…
We contacted Go Daddy, we had plenty of space, but we did upgrade to having our own non-shared “server” I believe it called. Some people are still having trouble as of this morning.
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Josh
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March 2, 2017 at 1:29 pm
Are you seeing the test orders that I sent?
One thing that’s been a challenge with checking your site is the access you sent doesn’t include access to the WordPress plugins page or the Event Espresso options page. So we can’t even check to see if the options are set correctly, or if there’s an incompatible plugin installed. Can the person responsible with installing the WordPress plugins and settings for this site get involved? At the very least we could check the Event Espresso settings if you can get that access forwarded to us.
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snecyouth
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March 2, 2017 at 2:27 pm
He is not responding to our attempts at contacting him.
I upgraded your access. Let me know if that helps.
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Josh
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March 2, 2017 at 3:52 pm
Yes this helps. I changed the Encode Session Data? option to Yes, and that should help. Also, and this is important, on the Event Espresso Payment Methods settings the Authorize.net payment option was activated, but no Authorize.net Transaction Key and no Authorize.net API Login ID were set. Those fields were blank. So that would explain why some people were possibly having difficulty with entering payment information on the payment step if they clicked that payment option. That option has been deactivated for now. I left PayPal Pro activated and the pay by check option activated.
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snecyouth
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March 3, 2017 at 9:28 am
The event says sold out again, but I do not see any of the tickets registrations reaching the limits… This is very frustrating.
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Josh
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March 3, 2017 at 9:30 am
It will go back to being open for sales again after the ticket reservation times expired. Remember, when someone starts a registration, it temporary holds their tickets until they finish their registration. If they do not finish their registration, the tickets get released back to the inventory after one hour.
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snecyouth
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March 3, 2017 at 11:58 am
Yes but no one is holding 2000 tickets…
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Josh
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March 3, 2017 at 12:06 pm
Of course there is no one holding 2000 tickets. You only need to start a registration for some tickets and the tickets will get reserved for up to one hour. After that hour is up or you finish the registration, the tickets go back into the inventory.
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snecyouth
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March 7, 2017 at 11:39 am
Yes, but if someone holds 30 tickets than it puts everything else as sold out? That is not going to work for us. It should say sold out if 2000 tickets are on hold, which they are not.
I think I will have to call billing to see if we can get a refund. This does not seem to be working out. Its been too long that we cannot find a solution to this problem. It seemed simple enough, but I guess its not as friendly as we had hoped. Maybe our events are too large for this program.
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Josh
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March 7, 2017 at 11:43 am
Hi there,
You can request a refund here:
https://eventespresso.com/refund-questionnaire/
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