Support

January 16, 2019 at 3:25 am

Hi there,

Error 500 is a general error shown to visitors, it means theres a fatal error being thrown on the request and we’ll need the full error to be able to narrow the cause down.

If you look in your hosts control panel you will usually have the option to view the errors your site it throwing. Check there for a ‘fatal error’ related to Event Espresso and post that here.

Or, you can use the snippet here:

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

Add that to your wp-config.php file, open up the Invoice and then post here and we can check your site for error (the above enables error logging that we can view).

January 16, 2019 at 7:17 am

Hmm, ok.

That error means EE can’t find the ticket the user registered onto.

Does the event (and ticket) the user registered onto still exist within Event Espresso?

January 16, 2019 at 8:20 am

It seems that if one works, the other should work?

No, because the transaction is using the line items linked to the transaction itself, the shortcode parser is looking for a ticket object from data built from the registration.

While testing that, I clicked Registration Details and it says at the top of the following page “This registration was moved from a previous registration which has been cancelled,” but all the information appears on that page correctly.

Ok, so this registration has been moved with the attendee mover.

When you click the “previous registration” link in that sentence, you get a blank page that says “You do not have access to this route.”

Are you logged in as an admin? You should still be able to access that registration.

Can I take a quick look in the admin to see if anything stands out? If so you can submit login details using this form:

https://eventespresso.com/send-login-details/

January 16, 2019 at 10:13 am

Ok, there’s something more going on here.

The registration is part of a group and both of the registrations in that group have been moved using the attendee mover add-on, but the ‘original’ registrations have been deleted from the site, you shouldn’t be able to do that and we have no UI that will allow you to do it (both of the originals should stay on the site and have a status of cancelled).

Have registrations been removed manually through the database at all?

The registration you are referring to that doesn’t work, is cancelled, but shouldn’t that be Pending Payment/Approved?

As this isn’t something we’ve seen before, I’d like to troubleshoot this a little further and for that, I’m going to need to add some debug code to the site so will need FTP credentials if that’s ok?

If yes, can you resubmit the form again providing all of the requested details.

January 16, 2019 at 2:40 pm

Ok, I’ve applied a patch to your local version of Event Espresso to load the invoice.

There’s something odd with the data coming in from that registration and the data EE is expecting isn’t available. I’d like to investigate this further offline, would it be ok to grab a copy of your database so that I can dig into this a little more and see if I can find the cause?

We should then be able to apply a fix to Event Espresso to prevent this happening in the future.

January 16, 2019 at 3:05 pm

OK, looks like we’re halfway there. When I look up the user’s transactions, the 1st result still produces an error (“An error has occurred: Please note that a system message failed to send due to a technical issue.”), but the 2nd & 3rd results allow me to download the invoice.

I’m not sure I follow, what exactly are you doing here?

January 16, 2019 at 4:34 pm

The only registration linked to that transaction has been trashed, so its expected that the invoice wont generate.

If you want that transaction to work, you’ll need to restore the registration from the trash.

Event Espresso -> Registrations -> Trash.

Find the registration by ID 6107 and restore it.

January 16, 2019 at 4:55 pm

Agreed, I’ll create a ticket to see what we can do about the error message.