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EE not working – can't book any courses and can't update the plugin

Posted: January 14, 2019 at 7:28 am


FaithT

January 14, 2019 at 7:28 am

I have EE on a website https://wyreclt.org.uk
I just tried to update to the latest version of EE to see if that would fix the issue. It says I need to add a support license in order to be able to upgrade. I wrote to you just now and asked that the license that was on the old staging site (wyrecommunity.wpengine.com) be applied to this site so that I could do this upgrade urgently
I also plan to upgrade to the latest WordPress Gutenberg version at the same time (was waiting to do this to be sure it was stable)

In the meantime, as the client is very annoyed, I tried to test out these updates on the new version of the staging site which is now
https://wyrecommunity.staging.wpengine.com
When I tried to update EE it said my Elegant Themes API is wrong. These are the people who make the Divi theme that I use and the API is correct. Not sure why this should affect my EE update anyway??

One way or another I need to be able to sort the issue of EE not working on the live site URGENTLY! I’m guessing getting the updates done will be the first thing to try?

Thanks for your help

Faith


Tony

  • Support Staff

January 14, 2019 at 8:21 am

Hi Faith,

Just to note, regardless of any issues with the license key, you can always update Event Espresso manually, we have instructions on doing so here:

https://eventespresso.com/wiki/how-to-upgrade-event-espresso/#ee4-manual-update

It’s basically de-activate and delete the current version (all of you event and related details are saved to the database, not the plugin so you won’t lose any data, but its good practice to do a database backup first just to be safe)

Download the latest version from your account page and upload through Dashboard -> Plugins -> Add new -> Upload plugin, then activate.

I wrote to you just now and asked that the license that was on the old staging site (wyrecommunity.wpengine.com) be applied to this site so that I could do this upgrade urgently

We don’t actually assign the domain to your key, its done automatically when your site pings out servers and you have a key set in Event Espresso. If the key is already set and a different site pings with that key, its flags up (Little more to it than that, but that’s the general idea).

I’ve reset your license key, if you go to Event Espresso -> General Settings on the LIVE site and save, the key should be assigned to that domain and you can update…

You’ll need to remove the key from the staging site now to prevent the above from happening again. (Just set the key field to nothing and save)

When I tried to update EE it said my Elegant Themes API is wrong. These are the people who make the Divi theme that I use and the API is correct. Not sure why this should affect my EE update anyway??

In short, that’s because elegant themes are hijacking the request.

One way or another I need to be able to sort the issue of EE not working on the live site URGENTLY! I’m guessing getting the updates done will be the first thing to try?

What has changed on the live site between when registrations worked and now?

On the live site:

If you go to Event Espresso -> General Settings -> Crticial pages do they all show as Page Status and Shortcode ‘OK’?

Unless someone has renamed the ‘registration-checkout’ page, it looks like that page has been removed or no longer published publicly?


FaithT

January 14, 2019 at 10:13 am

Hi Tony,

Thanks for this. I’ve done all the steps you suggested. The site is all updated and I was able to register for a free course.
However, when my client tries to register, she gets a message saying ” Nothing in your Event Queue. You need to select at least one event before you can proceed with the registration process”

I’ve checked all the Critical Pages as you suggested and they all say “Status Ok and Shortcode OK, including the Registration Checkout Page.

Can you help?

Many thanks

Faith


Josh

  • Support Staff

January 14, 2019 at 10:58 am

Hi Faith,

You can contact WPEngine support and ask them to add cache exclusions for the Critical pages. The registration Checkout page on your site is showing it’s being cached by the wpengine servers.

There’s more information here:
https://eventespresso.com/wiki/setup-wpengine-hosting-event-espresso/


FaithT

January 14, 2019 at 11:26 am

Hi Josh,

I asked WP Engine to clear the cache on all the relvent pages. Would you mind checking the EE is now working as it should be on the site? Before I tell my client that it’s fixed I want to be double sure as she has possibly lost some bookings and isn’t too happy! Many thanks


Josh

  • Support Staff

January 14, 2019 at 11:52 am

They need to do more than clear the cache. They need to add cache exclusions, and they’ll need to confirm from their end whether the cache exclusions have been added.


FaithT

January 15, 2019 at 9:37 am

Sorry Josh – I should have said that they excluded all the pages listed in the link you sent me.
The client is still getting the same message. Please can you tell me how to fix this as a matter of urgency


FaithT

January 15, 2019 at 9:38 am

Please login to the site (I sent you all the logins via my paid-for support ticket) and see if you can see what the problem is. The client is asking me if they should get rid of Event Espresso!


Josh

  • Support Staff

January 15, 2019 at 10:27 am

Was that support token from a while ago? We don’t actually keep log ins for sites, when we’re done, we delete the log ins.

I can see from the front end of the site that the pages are still being cached. Here’s a screenshot that you can forward to WPEngine support:

https://slack-files.com/T02SY781D-FFDFRD09W-7f9573aa0f

The screenshot shows some of the Response headers for your site’s registration-checkout page, which include x-cache: HIT: 1 along with a few other x-cache- headers. They need to make sure that page doesn’t get cached like that.


FaithT

January 15, 2019 at 11:23 am

Hi Josh,
Just been on a live chat with WP Engine’s senior technician for an hour. The pages are all definitely excluded and they’ve enabled the Heartbeat API control for the plugin. But it’s STILL NOT WORKING!! Wp Engine said this:

“I looked to see if x-cache settings can be toggled or edited on our end, and it looks like default values are set on the server side. When it comes to caching we can add cache exclusions for paths, arguments, or cookies.”

Because I share a server with other sites, they can’t change the x-cache setting. But if the appropriate pages are excluded anyway, why should that matter?
I really don’t understand why I’m having this problem. I’ve been using EE4 on this site and others hosted with WP Engine for years. I have another site at the moment with the same settings/plugins/theme version/wordpress version and there is no problem on that – https://dreamingawake.co.uk
I can’t see why the wyreclt.org.uk site should suddenly have a problem when last week it was fine?


FaithT

January 15, 2019 at 11:25 am

Also – when I am logged into the site I can book a course no problem. I just tried on my partner’s computer though and got the same issue that the client is getting.

ps the support token was from the same time as this thread started…


Josh

  • Support Staff

January 15, 2019 at 11:40 am

But if the appropriate pages are excluded anyway, why should that matter?

It doesn’t appear that they are excluded. Their http response headers would be different if they were excluded.

I have another site at the moment with the same settings/plugins/theme version/wordpress version and there is no problem on that – https://dreamingawake.co.uk

Here’s a screenshot of that site’s response headers from its registration-checkout page:

https://slack-files.com/T02SY781D-FFE5B5EP6-eee452e289

You’ll note there are different values for the x-cache headers there.

when I am logged into the site I can book a course no problem. I just tried on my partner’s computer though and got the same issue that the client is getting.

That’s because of the caching. When you’re logged into the site, you’re not getting pages served from the cache. It’s only when you’re logged out that you’ll get served from a cache when it’s a WPEngine site.

I’m afraid this isn’t something we can fix from our end. WPEngine will need to update the site so the registration-checkout pages are excluded from being cache.


FaithT

January 15, 2019 at 11:41 am

A thought…
I just noticed that my client has got a couple of courses on the list which they are holding at their premises but are being booked by another company called Small Woods. She has set up a course (the one about Selecting and Managing Deer Managers for example) for which there is no ticket and she has added the Small Woods booking page in the box which is called Alternative Registration page. My computer popped up with a message saying ‘This form is not secure are you sure you want to send it’ – which isn’t good. I click yes to send, and got to the registration page on the external site.
Do you think having a couple of courses set up in this way could be causing the issues? This is the only thing she’s done differently and I only just realised it.


Josh

  • Support Staff

January 15, 2019 at 11:47 am

Those are unrelated because that’s happening on a different page. The page that you’re having problems with is the registration-checkout page.


FaithT

January 15, 2019 at 11:52 am

Ok –
Am on a live chat with WP Engine again. Do you have any idea why the site with no exclusions in place for EE4 should be working fine, as it has for the last 4 years, and the wyreclt site which was also working fine in the same way, suddenly started having these issues a week ago?
We can’t seem to get to the bottom of the problem as WP Engine have now had three people check the exclusions… and the other site – dreamingawake.co.uk doesn’t even have any exclusions in place and is fine.
I know you can’t fix this, but am hoping you may have some idea as to why EE4 is functioning differently on two WP engine sites? And why the problem one was ok until last week and now is suddenly having an issue with the registration checkout page?


FaithT

January 15, 2019 at 11:57 am

Do you think the course page itself should be added to the cache exclusions- the one with this sort code on it[ESPRESSO_EVENTS sort=ASC] to display the list of events?


Josh

  • Support Staff

January 15, 2019 at 12:00 pm

It’s caching related. If it wasn’t caching related you would also see the issue while logged into the site. The WPEngine support staff should be able to compare the http response headers on that page while logged into the site vs. being logged out of the site to see the difference.

Since I do not know the inner workings of WPEngine’s server infrastructure, or what they do for maintenance there I can’t comment on why EE4 is functioning differently on two WP Engine sites, or why this suddenly became a problem.


Josh

  • Support Staff

January 15, 2019 at 12:03 pm

Do you think the course page itself should be added to the cache exclusions- the one with this sort code on it[ESPRESSO_EVENTS sort=ASC] to display the list of events?

That’s optional. Where caching would make a difference there is if an event sold out or was expired, the information could be out of date if caching is turned on. The page will load a bit quicker if caching is left on.


FaithT

January 15, 2019 at 12:03 pm

OK thanks Josh. Will pass this on to them. In the meantime have asked them to add the page containing the short code to show the list of events to the cache exclusions.


FaithT

January 15, 2019 at 12:39 pm

Might be getting somewhere with WP Engine! They said
“Ask them if there is a specific cookie or arguement we could additionally try to cache exclude that the plugin might be setting.
What the cookie would do is help us in a sense of ‘anything the plugin does will be subject to no-cache’ instead of checking over the pages”

I’m guessing that even if this is possible then it will have downsides – eg all the EE pages will be slower to load?


Josh

  • Support Staff

January 15, 2019 at 12:54 pm

Event Espresso doesn’t set a specific cookie on those pages. It does add a
uts= parameter to the URL. Where uts equals a unique timestamp. Event Espresso pages also add several attempts at sending no cache signals, which can be found the source starting here:
https://github.com/eventespresso/event-espresso-core/blob/master/core/EE_System.core.php#L1258


Josh

  • Support Staff

January 15, 2019 at 12:56 pm

I’m guessing that even if this is possible then it will have downsides – eg all the EE pages will be slower to load?

They’ll be the same speed to load as when you’re logged in to the site. Generally, caching can be used to speed things up a bit if the page content is static. It’s not really a viable option if the page needs to serve dynamic content, like a checkout page.


FaithT

January 15, 2019 at 1:11 pm

Last update! Thank you so much for staying with this Josh. I was beginning to despair!
In the end the WP engine senior senior technician copied the settings from the dreamingawake site that was working fine and used those to apply to the wyreclt site which had the problem. The list of exclusions on the dreaming awake site – which I must have set up years ago and forgetten about – were the same as the list you sent in your help doc, but with one missing… /event-registration/ No idea why this should make a difference, but all is now working on all browsers on my machine and on friends who I’ve just got to test is. Phew. Thanks again. Faith

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Updated by  FaithT 2 months ago ago

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