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Completed Transaction with No Record

Posted: July 20, 2019 at 4:19 am


fastprep

July 20, 2019 at 4:19 am

Hi there

I’ve recently received a few transactions that appear to be complete but have to contact record or details of transaction. What does this mean? And why would this be the case?

Screenshot here

Thanks


Josh

  • Support Staff

July 20, 2019 at 8:12 am

Hi,

It means that someone started a transaction by selecting a ticket or tickets, but when they got to the registration they did not complete or submit the registration form. In other words, they stopped on the registration form page and left.


fastprep

July 21, 2019 at 4:20 am

Oh, I see…

But is there a reason why those transactions would still be deemed ‘complete’ rather the ‘abandoned’ or ‘incomplete’?

Thanks


Tony

  • Support Staff

July 22, 2019 at 5:27 am

Can you click on the TXN date and add a screenshot of what you see there, please?


fastprep

July 22, 2019 at 8:29 am

Please see below

Screenshot

Thanks


Tony

  • Support Staff

July 22, 2019 at 12:31 pm

Hmm, thats strange.

Which payment method are you using?

The transaction is complete because nothing actually applies to it, there’s no contact on the registrations and so they are not valid, however, you shouldn’t be getting to that stage with incomplete registrations.

Any caching enabled on the site/server?

Can you post a link to a test event I can run some registrations on?

You can set your reply to private if you prefer for the link not to be public.


fastprep

July 26, 2019 at 3:31 am

This reply has been marked as private.


Tony

  • Support Staff

July 26, 2019 at 9:14 am

PayFast isn’t one of our payment methods, it was developed by a third party, so I don’t have any idea what they do within the payment method (the payment method itself can do pretty much whatever it wants, I’m not saying that’s the cause, just the point being is I don’t know anything about that payment method).

However, during my testing, your site errored multiple times during the registration process. I had an error displayed from EE (which usually means there was a fatal error on the server-side), a couple of timeouts (usually meaning your server is under load and can’t keep up) and now my checkout requests are taking too long to respond to the browser.

In short, that’s a lot of issues and random timeout errors can have unexpected results to registrations. the first place I would start is digging through the servers error logs to see what is happening on the site currently. Look for error around the time of my reply as I’m testing the site as I type.


fastprep

July 26, 2019 at 9:38 am

Thanks for the response Tony.

I’ve logged onto our cPanel and checked the Error Logs but nothing is being shown? Am I looking in the wrong place? Is there somewhere else I can locate them? Forgive me as I’m not an expert in this area, so your guidance would be greatly appreciated.


Tony

  • Support Staff

July 26, 2019 at 9:55 am

That would normally be were the errors are located, if not you’ll need to check with your hosts as they will know their server best.

Your server may not actually be set to log any errors, but again, your host would be able to provide more information on how to set that up.


fastprep

July 28, 2019 at 9:07 am

Hi Tony.

This is the response I received from our hosing provider:

I have contacted our senior server admins to check the issue with the cPanel icon.

>> Also, please send Error Logs from yesterday if possible.

Additionally we could not trace any recent error logs for the site

Please advise on what we should do at this point? We are approaching a busy sales period, so I’d like to resolve this ASAP.

Kind Regards


fastprep

July 28, 2019 at 9:08 am

Correction: *Hosting provider*


Tony

  • Support Staff

July 29, 2019 at 3:30 am

I have contacted our senior server admins to check the issue with the cPanel icon.

I’m assuming this is something unrelated to this thread?

>> Also, please send Error Logs from yesterday if possible.

Additionally we could not trace any recent error logs for the site

Unfortunately, that reply doesn’t mean your site isn’t throwing errors. Have they confirmed the site/server is set to actually log errors?

If you add this code to your sites wp-config.php file:

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

(Replace the line that has define( 'WP_DEBUG', false ); in your config file with the code above)

That tells your site to log any error/notices/warning to /wp-content/debug.log so if anything is thrown from this point it should show in that file.

Please advise on what we should do at this point? We are approaching a busy sales period, so I’d like to resolve this ASAP.

This isn’t something I’m able to reproduce, are you able to consistently reproduce the above? If so can you provide the full steps to do so.


fastprep

July 29, 2019 at 4:42 am

Hi Tony.

I was just showing you our hosting provider’s response to the question regarding error log checking via cPanel (so yeah, somewhat unrelated). But they did confirm that we are set up to receive error logs…

Nevertheless, thanks for the advice… I have implemented that code snippet as suggested. We haven’t experienced a similar issue since I initially messaged you but I’m not sure exactly how to replicate it in the first place…

So I assume I should just wait to see if it happens again and then check the debug file?

Let me know

Thanks again for the assistance


Tony

  • Support Staff

July 29, 2019 at 4:57 am

I was just showing you our hosting provider’s response to the question regarding error log checking via cPanel (so yeah, somewhat unrelated). But they did confirm that we are set up to receive error logs…

Ok, but the first part of that response is concerning an icon within cPanel, not error logging.

It’s fine that it is unrelated, I just wasn’t sure if I was missing something in the above.

So I assume I should just wait to see if it happens again and then check the debug file?

Correct, it’s not something we normally see/expect with registrations and I’ve ran through various testing on a couple of sites to try and reproduce but so far have been unable to.

Something to be careful of though is the code logs every notice etc thrown, so that error log file can grow quickly and is available publicly.


fastprep

July 29, 2019 at 6:37 am

Ah yeah, sorry, I guess that was a bit ambiguous. I think they were referring to the ‘Errors’ icon (which is what you would click on to view logs).

Ok, in that case I will keep it enabled for a few more days and I’ll get back to you if it happens again? Otherwise I’ll just reverse the code and continue as normal?

The other question would be… should we look at upgrading our hosting to handle more volume? Or is that not entirely necessary?


Tony

  • Support Staff

July 29, 2019 at 6:51 am

Ok, in that case I will keep it enabled for a few more days and I’ll get back to you if it happens again? Otherwise I’ll just reverse the code and continue as normal?

Pretty much yes, you don’t want to run in debug mode permanently and logging to /wp-content/ isn’t the best way so it’s wise to keep an eye on it.

If you start getting multiple instances of the above, enable logging again until you get another and see if any errors are thrown.

Ideally, your host would log errors outside of publicly accessible areas and then you can view those from your control panel. It seems odd that there are 0 warnings, notices, errors of any kind logged when you’re getting the above. The problem is, because you haven’t seen the error logs you don’t know if they are simply dismissing what is there because they are notices, or they just don’t log them.

In short, you don’t know what error logging is enabled on your site and that makes stuff like this hard to troubleshoot (if in fact, the logs would have helped, we don’t know).

The other question would be… should we look at upgrading our hosting to handle more volume? Or is that not entirely necessary?

Unfortunately, that’s not a question I can answer for you.

Easy site is different and each event setup is different so it depends on many factors.

What makes you think you may need to upgrade?
Other than the above are you having other issues?


fastprep

July 29, 2019 at 7:43 am

Ok, I see. Will do!

The last thing they responded on my support ticket was this: “Please be advised that you can access your logs and error logs from cpanel >> Metrics.
The errors will not appear until there is an entry in the log file.”

So I can only assume it has been set up correctly. But it is odd that nothing has been appearing. Anyway, I will carry on keep an eye on things…

As for hosting… I’m just bring it up because you mentioned that the server might not be handling all our requests properly. We are taking on more clients day-by-day and EE is our primary source of transactions. So as our site is becoming more high-traffic, I thought maybe it would be useful to upgrade as a precaution for future? But I understand you aren’t necessarily in a position to give this advice…

Thanks


Tony

  • Support Staff

July 30, 2019 at 6:14 am

Ok, I see. Will do!

The last thing they responded on my support ticket was this: “Please be advised that you can access your logs and error logs from cpanel >> Metrics.
The errors will not appear until there is an entry in the log file.”

So I can only assume it has been set up correctly. But it is odd that nothing has been appearing. Anyway, I will carry on keep an eye on things…

You can actually test that fairly easily, create a new PHP file in the root directory of your site and force a couple of errors in that file.

Use a variable without actually declaring it:

echo $something;

When $something has not been declared will throw a notice:

PHP Notice: Undefined variable: something

Or trigger_error("Fatal error", E_USER_ERROR);

Will throw a fatal error when you load that page.

So load the page, then view their logs and see if there’s an error.

As for hosting… I’m just bring it up because you mentioned that the server might not be handling all our requests properly.

Yeah, as mentioned your site timed out multiple times when I was running through test registrations which may or may not be an indication that there is an issue server side (I don’t have enough info to say for sure).

I’ve just run through another test registration now and its much better, but again that may mean the server is failing to process your requests when under load.

What type of hosting are you using currently? Shared?


fastprep

August 2, 2019 at 11:06 am

This reply has been marked as private.


Josh

  • Support Staff

August 2, 2019 at 11:57 am

Even after editing the wp-config file, I’m still not receiving any errors in the debug log…

It may be that the debug.log file isn’t writable by the filesystem. You could check with your web host and inquire about the file permissions for wp-content/debug.log, is WordPress allowed to write to it?

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Updated by  Josh 3 weeks, 2 days ago ago

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