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critical error when trying to open message template

Posted: April 21, 2021 at 6:42 am


skleijer

April 21, 2021 at 6:42 am

After updating Event Espresso, the message templates do not work anymore. I get the message: A critical error has occurred on this site. Check your site administrator email inbox for instructions. It is not possible to edit the message templates. What can be wrong? I installed the current version of EE4 without any modifications.

Kind regards,
Sya


Tony

  • Support Staff

April 21, 2021 at 7:29 am

Hi Sya,

We’ll need to see the ‘full’ error being thrown to help with this, the ‘A critical error has occurred on this site’ is a front-facing error but if you check the email sent to the admin if should show more details.

If not take a look in your server error logs for anything around the same time you got the above. If you can post that here I’ll take a look.


skleijer

April 21, 2021 at 8:11 am

I have tried and tried to fix it but I keep getting the message and no email is send to the administrator address with further instructions. NONE. Also, the tax is included even though I set it to exlude. Further more, it is not possible anymore to register for any event. The last step gives a message to refresh and try again. In the messages you can see I tried a lot, and it seems like it was successful because it marks the messages as been send. They were not.


Tony

  • Support Staff

April 21, 2021 at 8:28 am

I have tried and tried to fix it but I keep getting the message and no email is send to the administrator address with further instructions. NONE.

Ok, that’s a WordPress core feature and not something from Event Espresso.

Also, the tax is included even though I set it to exlude.

Where are you referring to here?

Further more, it is not possible anymore to register for any event. The last step gives a message to refresh and try again.

Likely whatever is throwing the error in the template is being thrown when EE tries to trigger the emails. We’ll need the error being thrown to be able to narrow this down some.

Your host will usually have a section you can use to view the servers error logs in your control panel, have you checked there?

If not do you have FTP/File manager access on the server?


skleijer

April 21, 2021 at 8:30 am

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Tony

  • Support Staff

April 21, 2021 at 8:32 am

Unfortunately, that’s only half the error, it’s the stack trace that shows what called the function that threw the error but just before that should be something showing ‘Fatal error ….’ at the beginning.


skleijer

April 21, 2021 at 12:48 pm

Hi Tony,
The taxes are ok now. I needed a code in de functions php of the theme file which is: //* Please do NOT include the opening php tag, except of course if you’re starting with a blank file
// display the base price of the ticket in the ticket selector (instead of the modified price)
add_filter( ‘FHEE__ticket_selector_chart_template__ticket_price’, ‘change_ee_ticket_selector_base_price_display’, 10, 2 );

function change_ee_ticket_selector_base_price_display( $ticket_price, $ticket ) {

$x = $ticket->base_price();

$y = $x->get(‘PRC_amount’);

return $y;
}

That works.

Also the messages are not giving an error any more while trying to open them. But it is still not possible to register for an event. The last step gives an error. Finalizing the registration is not possible. It works on my testing server so I am lost here. Please help!

Kind regards,
Sya


Tony

  • Support Staff

April 21, 2021 at 1:01 pm

I can’t help without the error being thrown as I have no idea what is happening without it.

Can you link me to an event I can view this on?


skleijer

April 21, 2021 at 1:54 pm

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Tony

  • Support Staff

April 21, 2021 at 2:03 pm

Ok, are you comfortable with FTP or some form of File Manager on the site?

If so, in your sites wp-config.php add this:

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

You’ll already have something like:

define( 'WP_DEBUG', false);

The code in the above section replaces that single line and tells you site to store errors in a place I can view them.


skleijer

April 21, 2021 at 2:16 pm

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Tony

  • Support Staff

April 21, 2021 at 2:25 pm

Not with the code I mentioned above no.

The requests are throwing error 500, yet nothing is saved to the logs.

I need the error being thrown on the request, without that I can’t tell you what is happening here.

Check your sites error_log (or similar) within the last few minutes for any fatal errors and post those here, please.


skleijer

April 21, 2021 at 2:41 pm

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Tony

  • Support Staff

April 21, 2021 at 2:44 pm

Did you check the error_log (not debug.log) in the root directory of the site for any errors?

If nothing is being saved in debug.log then at least something should be in PHP’s main error log file.


skleijer

April 21, 2021 at 3:11 pm

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skleijer

April 22, 2021 at 3:06 am

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skleijer

April 22, 2021 at 8:10 am

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Tony

  • Support Staff

April 22, 2021 at 8:43 am

What kind of hosting are you using here?

Why is the upstream server closing the connection? This is starting to look more like a server issue than an EE issue.

If yo go to Event Espresso -> Messages -> Settings.

Set the ‘Generate and send all messages’ option to ‘On the same request’.

Do registrations finalize then?

You said this was after an EE update, which version were you running prior to this as nothing has changed within the messaging system for a long time now and it looks like your server doesn’t agree with something within it, but again that wouldn’t have changed with a recent update.


skleijer

April 22, 2021 at 8:58 am

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Tony

  • Support Staff

April 22, 2021 at 9:26 am

I have read ALL the threads I could find about this and checked with the provider if it could be a memory problem. That is not the case.

Sorry, you’ve lost me here. I didn’t mention a memory issue?

I removed and installed EE4 for about 3 times to make sure a new install was proper made (after it did not work off course).

Again, I don’t think this is an issue with EE itself. Your server is closing the connection, apparently after 45 seconds (which is a long time for that page to load).

It has been maybe 3 years since I last updated so maybe that’s the problem?

Go to Event Espresso -> Maintenance -> System information (tab).

There you’ll find your ee_activation_history.

What version were you running prior to the update? I’m guessing you were running a version from before the ‘new’ (which is not so new) messaging system.

On my testing site, it works fine.

Is your testing site on the exact same server set up or different?

If you can send temp login details I’ll take a look over the messages and see if anything stands out. We usually require support tokens to do so but I’ll take a quick look first.

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


Tony

  • Support Staff

April 22, 2021 at 12:52 pm

I can open up the message templates fine, but when I send a test email, that’s when it fails.

I see you have the MailJet plugin installed, are you using that for Transactional Email or just newsletters?

If you temporarily disable the MailJet plugin, then test an email within Event Espresso, does it work then?


skleijer

April 22, 2021 at 1:50 pm

F….. It was the problem! Holy… Thank u. I was digging in the wrong place.

Thank u!


skleijer

April 22, 2021 at 2:06 pm

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Tony

  • Support Staff

April 23, 2021 at 2:45 am

You’re most welcome 🙂

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