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scottpeck
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April 19, 2023 at 11:03 am
This just started in the last week or so. After selecting a ticket and completing the registration form, when we click the “proceed to finalize registration” button we either get an endlessly spinning wheel or the error message “This registration step could not be completed. Please refresh the page and try again.” Refreshing does not solve the problem. The registration is captured on the backend, but the user keeps trying – resulting in multiple registrations. EE 5.0.3, WordPress 6.2, PHP 7.4.33
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Tony
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April 19, 2023 at 11:41 am
Hi there,
That usually means there is a fatal error being thrown within PHP and either no response at all is received to the ajax request (the spinning icon) or the response has additional details which EE doesn’t know how to handle.
Is this a free ticket or paid?
Can you link me to an event I can register onto to view this?
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scottpeck
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April 19, 2023 at 12:25 pm
Here’s an event link: https://mcfarlinstanford.com/events/ace-summit-banff-2023-registration/
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scottpeck
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April 19, 2023 at 12:28 pm
We’ve been using EE for the last year or so with no issues, so not sure what’s changed to make the errors crop up. No recent changes except the normal plugin updates. No recent wordpress or theme updates until after the errors.
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Tony
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April 19, 2023 at 12:32 pm
We’ve been using EE for the last year or so with no issues, so not sure what’s changed to make the errors crop up. No recent changes except the normal plugin updates. No recent wordpress or theme updates until after the errors.
Could be something server-side or could be a conflict with an update.
Do you have access to the server error logs in your host’s control panel? (they usually hav a section for you to view errors).
—
Actually, it could be email related.
Go to Event Espresso -> Messages -> Settings.
This section: https://monosnap.com/file/nuhQdpfqTPcBvNGDronelgbjczN3BU
Make a note of which message types are active (grab a screenshot of your page).
Then, click the toggle switch to disable emails.
It should look like this: https://monosnap.com/file/0yYMpb9eqvNpUdZ3TTpN9VsvYu7LUk
Let me know when that’s done and I’ll run another test.
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scottpeck
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April 19, 2023 at 12:48 pm
Messages disabled.
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Tony
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April 19, 2023 at 12:55 pm
Ok, you can re-enable them, it doesn’t appear to be related to email.
Do you have access to the server error logs in your host’s control panel? (they usually hav a section for you to view errors).
Do you have FTP access?
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scottpeck
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April 19, 2023 at 1:01 pm
This reply has been marked as private.
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Tony
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April 19, 2023 at 1:13 pm
Any ‘fatal error’ around the same time that notice is being shown.
Of, if you add this: https://eventespresso.com/wiki/troubleshooting-checklist/#wpdebug
To your wp-config.php file, I can check for errors as I go.
You’ll likely already have:
define( 'WP_DEBUG', false );
That snippet above replaces that single line.
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scottpeck
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April 19, 2023 at 1:22 pm
This reply has been marked as private.
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Tony
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April 19, 2023 at 2:26 pm
A little earlier I asked a couple of team members to run registrations, those worked.
I tested straight after them and mine worked.
Now I’ve just ran another test registration and it’s failing again for me, but not the other team members.
Any security plugins running?
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scottpeck
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April 19, 2023 at 2:28 pm
This reply has been marked as private.
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scottpeck
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April 20, 2023 at 7:28 am
This reply has been marked as private.
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scottpeck
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April 21, 2023 at 8:54 am
Hi, we are still having this issue. Any help would be appreciated.
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scottpeck
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April 25, 2023 at 5:44 am
Hi, this is still unresolved. Do you have any further insight as to how to remedy the problem?
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Tony
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April 27, 2023 at 12:53 pm
Hi there,
So I’ve been investigating this and so far the only cause I can find is that it could be from WordFence redirecting the request based on some security rule. That explains why it’s affecting some people and not others and then some registrations and not others (some work for me and the team others do not).
Can you disabled WordFence so I can fun another test registration?
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scottpeck
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April 27, 2023 at 1:15 pm
This reply has been marked as private.
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Tony
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April 27, 2023 at 1:30 pm
Same result.
Hmm, the next thing to try is a full troubleshoot.
First, create a database backup just to be safe.
Install and Activate the Health Check & Troubleshooting plugin:
https://wordpress.org/plugins/health-check/
Then go to Dashboard -> Tools -> Site Health -> Troubleshooting.
Click Enable Troubleshooting.
What that will do is disable all plugins and switch you back to the default theme but only for your, the logged in admin.
Go to the Troubleshooting mode admin bar item and then ‘Manage active plugins’.
Enable Event Espresso whilst troubleshooting.
Now try and register onto your event again, does it work then?
(note to come out of Troubelshooting mode you go to the admin bar menu item again and ‘Disable Troubleshooting Mode’)
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scottpeck
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May 2, 2023 at 1:05 pm
I narrowed it down to the Meta Pixel plugin for facebook tracking pixels. Do you have any suggestions for a workaround that would allow us to continue using both plugins?
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Tony
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May 4, 2023 at 12:19 pm
Hmm, what do you have set up within Meta Pixel?
I’ve just installed that plugin and I’m not running into issues with registrations so we’ll need to narrow this down some more.
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