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ANDERSON DELIMA
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January 30, 2015 at 9:57 am
WP version: 4.0.1
EE version: 4.3.1.p
Not a new installation or recently upgraded – everything was working until last Sunday, 1-25-14
Link to registration page: http://metrolifechurch.com/events/womanity-conference-2015-spark/
For all transactions we are getting the following error after the payment information is submitted:
‘This registration step could not be completed. Please refresh the page and try again’
The transaction does not go through and cannot be processed
This same event has been online for several weeks and it was working fine before, no errors.
We also tried to run a test transaction but were unable to, because EE did not provide a CVV for test – so we got the same error.
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Josh
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January 30, 2015 at 10:26 am
Hi Anderson,
Can you check to see if anything was changed on your server since 1/25? It could be anything like updating plugins, adding a new plugin, changes made to the authnet account, or your WordPress pages?
Along with that, I can recommend updating to the current supported version of Event Espresso 4.4.10.p.
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ANDERSON DELIMA
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January 30, 2015 at 10:48 am
Hi Josh,
Nothing was changed since 1/25, unless there was an internal update from the server company which they have never communicated to us, but I doubted.
As for the plug-ins and similar things we also don’t recall any updates like that, just normal content changes inside the page we do everyday.
We are planing to update the EE version, but we are a little afraid of loosing past information or disconnecting our current events. Do you think this could happen? Is there a way to do a back up, or you don’t think is necessary to do that prior upgrading?
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Josh
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January 30, 2015 at 11:12 am
Updating does not cause data loss, but we recommend making a backup of the database prior to updating as a precaution:
https://eventespresso.com/wiki/how-to-back-up-your-site/
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ANDERSON DELIMA
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February 3, 2015 at 10:46 am
Hi Josh,
We updated Event Espresso to the latest version, did not make any changes to the server but the error message when someone pays continues.
It processes the credit card, records the registration as pending payment, the transaction as completed and shows the error message.
We need some help here because we have some big events in the next couple of days and people are unable to register – we’ve gone through everything and don’t know what’s happening.
I can send you a screenshot of the error. Please advise – we’re out of options and need a solution asap.
Many thanks – Anderson
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ANDERSON DELIMA
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February 3, 2015 at 11:00 am
Additionally – FYI – when we try to use debug mode to run a test transaction it does not provide us the CCV #, only the test credit card #.
We get the same error when run a test transaction.
When we originally setup EE we ran a test transaction without any problems.
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Tony
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February 3, 2015 at 11:10 am
Hi Anderson,
Auth.net will allow you to use any value within the CCV field when submitting a test payment.
Can you enable the Auth.net test mode so I can run a test registration and capture any errors that being thrown please?
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Tony
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February 3, 2015 at 11:32 am
I’ve ran a couple of test registrations/payments and found the call to admin-ajax.php is returning Error 500 Internal Server Error.
There are lots of reasons this can happen, can you check your servers errors logs and see if there are any recent fatal errors being thrown?
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ANDERSON DELIMA
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February 3, 2015 at 6:22 pm
Hi Tony – we’ve enabled auth.net test mode for you.
We also checked our server error log and did not see any fatal errors.
What do you recommend next? As I mentioned, we’ve had this problem for a week and are unable to resolve thus far.
Thank you.
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Tony
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February 4, 2015 at 3:24 am
Can you enable WP_Debug on the site please?
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ANDERSON DELIMA
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February 4, 2015 at 6:48 am
This is a live site and tonight they have a weekly event they stream live – we shouldn’t really use WP_Debug on a live site, as you know.
Let me know what next please.
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Tony
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February 4, 2015 at 7:13 am
Without knowing what error is being thrown we can’t help with this unfortunately.
You can use something like this:
/**
* This will log all errors notices and warnings to a file called debug.log in
* wp-content only when WP_DEBUG is true. if Apache does not have write permission,
* you may need to create the file first and set the appropriate permissions (i.e. use 666).
*/
define( 'WP_DEBUG', true ); // Or false
if ( WP_DEBUG ) {
define( 'WP_DEBUG_LOG', true );
define( 'WP_DEBUG_DISPLAY', false );
@ini_set( 'display_errors', 0 );
}
To log the errors within a debug.log file within wp-content, the error messages should not be displayed in the browser and can be disabled once we have ran a couple of tests and captured the error.
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ANDERSON DELIMA
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February 4, 2015 at 9:20 am
Understood – we have a lot of people going in today – they have a live transmission on the website. We will place your debug code this evening and then notify you guys immediately to run the tests.
Question: once we place your code at the end of the wp-config.php file, will you be able to see the error log?
We took a look, but did not see a debug.log file or wp-content file in the file manager.
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Josh
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February 4, 2015 at 9:49 am
The wp-content folder is on the root level of your website. If you’re having trouble finding it, you can also install this plugin to view the latest error messages:
https://wordpress.org/plugins/error-log-monitor/
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ANDERSON DELIMA
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February 5, 2015 at 9:17 am
Hi Guys, we have the WP_Debug enabled on the site now. As per your instructions, this is the code we placed on the wp-config.php file:
define( ‘WP_DEBUG’, true ); // Or false
if ( WP_DEBUG ) {
define( ‘WP_DEBUG_LOG’, true );
define( ‘WP_DEBUG_DISPLAY’, false );
@ini_set( ‘display_errors’, 0 );
}
Also, i have a copy of the debug.log file. How can i send it to you guys?
Please run your tests and let me know – i’m hoping we can resolve this ongoing issue promptly. thank you much
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Lorenzo Orlando Caum
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February 5, 2015 at 9:43 am
Hi, I just ran another registration and saw the error.
The entire debug.log isn’t necessary. Please copy and paste any errors that you may be seeing or anything related to Event Espresso into this support post.
Also, there is a forbidden link that is showing in Safari developer tools for 1-target.com. Is that a testing or development site?
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Lorenzo
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Tony
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February 5, 2015 at 9:55 am
Hi Anderson,
Can you try making a payment with another theme active?
You can do this without actually switching the theme on your site using a plugin such as Theme Test Drive which will allow you to set a theme to use whilst you are logged in, your visitors will continue to use the currently active theme whilst you do this.
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ANDERSON DELIMA
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February 5, 2015 at 10:10 am
Removed – Tony
-
This reply was modified 9 years, 3 months ago by
 Tony. Reason: Removed error log
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Tony
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February 5, 2015 at 10:20 am
I have removed the error log from public view although support staff can still view it.
Can you go to Event Espresso -> Messages.
Do you see a list of messages the same as this? – http://take.ms/rbWN6
If not go to the Settings tab (within messages) and toggle the messages off, wait a few seconds and toggle them back on. Then recheck the list.
Would it be possible for one of us to take you EE setup? I’d like to help narrows this down some. If so please send login details using this form:
https://eventespresso.com/send-login-details/
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ANDERSON DELIMA
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February 5, 2015 at 10:34 am
If not go to the Settings tab (within messages) and toggle the messages off, wait a few seconds and toggle them back on. Then recheck the list.
Reply: Messages have been missing for several days – followed your instructions – now messages are back
will now send you loging details through form – please confirm receipt
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ANDERSON DELIMA
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February 5, 2015 at 10:42 am
Login details sent
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Tony
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February 5, 2015 at 11:56 am
Hi Anderson,
Can you test a live registration on your site please?
I would advise disabling Auth.net test mode and running through a test registration. Either using one of your current events or creating a new event with a $1.00 ticket and testing that.
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ANDERSON DELIMA
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February 5, 2015 at 12:29 pm
Great Tony. It’s working now!
I added a $1 item and did an actual transaction.
For our feedback in case this happens again… Where was the problem, in the settings, plug-in,…? Do you know if this was anything we did or should not do in the future?
Thanks!
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ANDERSON DELIMA
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February 5, 2015 at 12:36 pm
Tony, we also noticed a new version of EE came out this week.
Is it Ok if we update, or if we upgrade it might break it again. Let us know what you suggest.
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Tony
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February 5, 2015 at 12:42 pm
For our feedback in case this happens again… Where was the problem, in the settings, plug-in,…?
The problem was with the messages system. Somehow not all of the messages where active, even after the previous steps I mentioned they were not all active (this is very strange)
So what was happening was the payment would trigger a message to send (be it Payment Recieved, Declined, Registration Approved etc) but then that message wouldn’t exist and the admin-ajax.php call would fail.
So I de-activated each message type individually, then activated each one, checking that message type was created.
Do you know if this was anything we did or should not do in the future?
Not currently but we will be investigating this further to try and discover the cause.
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Tony
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February 5, 2015 at 12:48 pm
The ideal situation is to use a dev site (which would be a copy of the live site) on the same server, run your updates there and check for any issues, then if all is well apply the updates to the live site.
We do understand however that sometimes this is not always possible.
So the next best practice to that is to make sure you backup the site before running updates, this doesn’t just apply to Event Espresso, but all plugins, themes, WP updates.
If/when something goes wrong with any one of those, your backup is the quickest way to get back up and running.
There are multiple plugins to do backups for you, its slightly more complicated as you are running a multi site network, but still possible.
Also, you’ve mentioned previous that right now is a very busy period for your site. Knowing that I would recommend waiting for a quiet time before updating. Running an update during a busy period (unless it is a security/critical update) is not really advisable, especially if you don’t have a dev site to test on.
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ANDERSON DELIMA
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February 5, 2015 at 12:58 pm
Sounds good – we will proceed as instructed and back things up when it is not so busy.
In the mean time, if i want to add extra email address to receive registration notifications, how/where is the correct place to do that? modify the default message templates, add the addresses there?
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ANDERSON DELIMA
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February 5, 2015 at 1:00 pm
also – to turn off wp_debug now, we should just change first line to ‘false’?
so code looks like this?
define( ‘WP_DEBUG’, false ); // Or false
if ( WP_DEBUG ) {
define( ‘WP_DEBUG_LOG’, true );
define( ‘WP_DEBUG_DISPLAY’, false );
@ini_set( ‘display_errors’, 0 );
}
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Lorenzo Orlando Caum
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February 5, 2015 at 1:27 pm
Hi, additional email addresses can be added in this format:
example@test1.com,myemail@example2.com
They can be added in the TO field for the event admin message context.
For example, if you want to edit the registration approved message type, then you would go to Event Espresso –> Messages. Then locate the registration approved message type and click on the event admin recipient.
On the next screen, add a comma after the existing shortcode and then the example. Be sure to save changes.
For your other question, yes you can change true to false in the first line and then save changes.
—
Lorenzo
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ANDERSON DELIMA
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February 5, 2015 at 1:33 pm
Great – thank you very much Tony, Lorenzo and Josh for all the help. You guys have been great and took a big stress off our shoulders with this issue.
One last question for now: what’s estimated ETA for coupon feature in EE4? i’ve looked over forum and you guys said early 2015. I know a lot of people are in need of it.
We’ll be sure to reach out as we continue to work with EE.
Keep up the great work – Cheers!
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Lorenzo Orlando Caum
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February 5, 2015 at 3:41 pm
Hi, this should be available along with some other add-ons by the end of the month.
These add-ons require Event Espresso 4.6 so that is why they have been delayed.
Thanks
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Lorenzo
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ANDERSON DELIMA
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February 6, 2015 at 9:32 am
Tony,
i went into another site on our multisite and it also has the same problem as the one you fixed yesterday – none of the emails under MESSAGES were appearing.
i went to message settings and toggled the ON/OFF button for the email templates to reappear (as you instructed yesterday) – but i know you said you had to deactiveate and activate each one individually for it to work?
I am not sure how you did that – please advise – we also need this one working obviously
this is calendar URL: http://usbrazilchamberofcommerce.com/calendar/
event URL: http://usbrazilchamberofcommerce.com/events/us-brazil-chamber-of-commerce-breakfast-february/
you can go ahead and log in with the same credentials i sent you yesterday.
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Tony
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February 6, 2015 at 10:11 am
Hi Anderson,
Support licenses are valid for a single site (unless using a developer license), each site on a MutliSite install would be considered an individual site and require its own license for support.
Do you have another account for this site?
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ANDERSON DELIMA
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February 6, 2015 at 10:59 am
I’ll check with accounting as far as the license. If we have to get a new license, we may only need the personal one for this one website.
How do we go about getting that and having it reference correctly? Obviously we already have EE setup on that site with all the events and payment configurations, etc – we can’t loose all that.
Please advise how to proceed in that case. Thank you.
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ANDERSON DELIMA
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February 6, 2015 at 11:48 am
Tony,
Can you please let me know about the license. Looks like we need one more – I will get it, but i need the EE fixed for this site as well – same problem we had on our other site.
There is an upcoming event that we need to start registering people – thank you.
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Lorenzo Orlando Caum
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February 6, 2015 at 12:33 pm
Hi, please send an email to sales and they’ll provide options for getting another support license:
sales [at] eventespresso.com
—
Lorenzo
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Tony
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February 6, 2015 at 2:25 pm
Hi Anderson,
Apologies for the delay.
On your site go to Event Espresso -> Messages -> Settings.
The message types that are active will all be within the left box.
You’ll need compare these message types with the actual messages in use in the message list, find the missing message types, move that message type from the active box to the inactive box, wait a few seconds, move it back and check the list again to see if it is actually active.
For example if you cant find the ‘Payment Declined’ message within the list, go to settings, click and drag ‘Payment Declined’ to the right box. Wait say 5 seconds, Then move that message type back again.
Refresh the Event Espresso -> Messages page and check that message is created.
This must be done for all message types that are not within the list and may need to be done more than once to re-create the message.
Does that make sense?
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Andre Rodrigues
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February 9, 2015 at 7:35 am
Hi Tony – i have an account for this site as per your previous message.
event URL: http://usbrazilchamberofcommerce.com/events/us-brazil-chamber-of-commerce-breakfast-february/
you can go ahead and log in with the same credentials i sent you yesterday.
please fix this one as well as yo did the other one – we need to start registering guests this afternoon.
let me know. thank you
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Andre Rodrigues
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February 9, 2015 at 9:43 am
Tony – i went ahead and did the steps described in your previous message to re-create all the messages.
i registered and payed for an event at this url: http://usbrazilchamberofcommerce.com/events/us-brazil-chamber-of-commerce-breakfast-february/ (created a $1 test ticket)
i get the confirmation message at the end of the transaction and it registers my registration as completed.
however, i’m getting a transaction error – the transaction status is set to incomplete and i get teh following error:
Declined – you do not have permissions to make this API call
i’m using PayPal Pro.
Please advise.
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Tony
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February 9, 2015 at 9:46 am
Do you have a PayPal Pro account?
The PayPal account should be a business account and needs to be ‘confirmed’.
Also check you are not using PayPal Sandbox credentials with the payment method in ‘live’ mode.
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Andre Rodrigues
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February 9, 2015 at 11:51 am
I had been told by accounting we were already setup with this – but when i verified we did not have it apparently. I’m now waiting for them to get back to me with the PayPal Pro account details so i can test.
I will reach out if further errors occur. thank you for now.
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Tony
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February 9, 2015 at 11:55 am
I’m glad you found the cause.
Please do keep us updated.
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ANDERSON DELIMA
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February 10, 2015 at 10:35 am
It was decided they will use the regular existing PayPal account. This is a more economical option. Thank you.
Another question: Lorenzo answered in another forum post that you guys are working on a payment plan option for events – such that someone signing up for an event can make installment payments until fully paid. He answered back in October that it should be rolled out now in beginning of 2015 in a version of EE4. I did not see anything in the EE4 change long. Can you please let me know about payment plan?
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Sidney Harrell
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February 10, 2015 at 12:28 pm
Work on the partial payment feature was blocked by the rewrite of the EE Gateway underlying architecture. Now that that work has been completed, and is in the 4.6 release, work can recommence on the partial payment feature. We still cannot give a definitive release date, however.
You may have noticed some of the changes to the Gateway system, such as better logging and reporting of the details of the interactions between EE and your gateway provider.
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