Support

October 29, 2018 at 10:51 am

Hi Tom,

May I ask have you previously been able to download a registration report? If so, has anything been changed on the website since that time? For example, have any new plugins been added?

October 29, 2018 at 2:30 pm

Yes that’s a good guess, the subfolders are remnants of failed reports. Normally when the report runs it automatically deletes the temp. folder when it’s done, but it’s not getting that far on your site. You can delete the subfolders in batch_temp_folder, leaving only the index.php file.

You could try temporarily deactivating all other plugins on the site, then run a report again, to rule out a plugin conflict.

October 29, 2018 at 4:05 pm

You tried what exactly twice without success? Was it deactivating all other plugins, then doing the report with those plugins deactivated?

If so, then I don’t know what else would have changed on your site since this was working. You could check with the host to see if they’ve disabled anything on that server since the time of the crash and also check the PHP error log to see if it has captured errors when the reports were attempted.

October 30, 2018 at 6:56 am

The additional details that are shown on the page:

{“notices”:”
<\/div>”,”data”:{“file_url”:””,”status”:”continue”,”units_processed”:51,”job_size”:770,”job_id”:”FQXsUd1ElKzqGfa”,”update_text”:”Wrote 50 rows to report CSV file…”},”isEEajax”:true}

Is the response from the batch process to build the CSV, so the first ‘batch’ appaears to be running, but the response from that process are being output to the page rather than caught by the JavaScript that runs on that page (which is also why you see the .CSV files in the batch folder, its starting the process but on the next ‘step’ its failing).

Have you also tested this with a default theme such as swentyseventeen? (something in your functions.php file may but hijacking the request, I can’t say for sure, but its worth testing) You can test using the WP Health Check plugin enabling troubleshooting mode (which disables all plugins and switches to a default theme) and then enabling EE through the wp admin bar again and retesting.

Also, if you open up Chrome dev tools when running an export and look in the console section, do you see any errors there?

October 30, 2018 at 7:37 am

My apologies.

I just checked and it looks like the content triggered out spam filters, so the submission was set aside, I’ve now pulled the submission and marked it to no longer be spam.

However, looking over the form, there are no FTP credentials included, can you resubmit providing all of the requested details? We’ll need to add some debug code to site to investigate.

October 30, 2018 at 7:48 am

Yes those will work in place of FTP.

October 30, 2018 at 8:00 am

Just to note, we don’t mark FTP credentials as required as they aren’t needed for every support token (most but not all).

If, like above, the user doesn’t have them we’d rather they can at least submit the form so we can investigate what we can from there, even if then the first reply we make is to request FTP credentials anyway.