Support

December 5, 2016 at 6:28 pm

Does your Transactions admin in Event Espresso > Transactions show that the payment is completed? Can you check the matching registrations to see if their status was switched to Approved?

December 6, 2016 at 6:19 am

If you take a look within the Transaction for one of these payments you’ll see the payment listed within that section.

Like this – http://take.ms/mJvcF

That’s a Stripe payment but auth.net will look the same.

What is the colour of the ‘status bar’ on the left, in my example its green, which means that specific payment has been approved (its different from the Transaction status and the Registration Status).

Also what does it show within the ‘Gateway response’ field?

December 6, 2016 at 11:08 am

Are you using Authnet SIM or AIM?

December 6, 2016 at 11:53 am

May I ask do you know the exact text or a summary of the error messages that they are seeing?

December 6, 2016 at 1:07 pm

No for sure ideas because normally when a Transaction is set to Completed, the Registrations status will also get switched to Approved. You can check your PHP error logs at around the time the transactions were made to see if any related errors are thrown at those moments.

If you see any errors that say “Allowed Memory size Exhausted” then that’s a good indication that your server is running low on memory and may be running out of memory when the transactions are processed, which could prevent the registration status from getting updated to Approved. The solution for this is to bump up the memory limit, and that can sometimes be done by editing the wp-config.php file on your server.

December 7, 2016 at 2:23 pm

The new server could be contributing to the problem. You can check the PHP version of your current server by installing the Health Check plugin:

https://wordpress.org/plugins/health-check/

After you install the Health Check plugin, you can visit your WordPress dashboard it will display that version information along with recommendations that you can pass on to your webmaster.

December 7, 2016 at 3:15 pm

You should probably bump up the amount of memory available to WordPress if the current limit is less than 96MB.

The topic threads self-close after 2 weeks, so if 2 weeks go by without an update to this thread, please feel free to create a new topic.

December 8, 2016 at 6:55 am

Hi Brandon,

For screenshots you need to host the image and include the link here, or send them via email to support[at]eventespresso.com.

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

However a screenshot of that error won’t help, it usually means an error is being thrown during the ajax request which means EE then either refuses to continue or simply does not know what to do with the message returned (because it not includes unexpected data, the error). If you check within the servers error logs do you see any errors from Event Espresso there?

If you prefer we can investigate this directly on your site if you purchase a support token.

You will then see a link within your account page to redeem your token which will ask for all of the relevant log in details we need.

December 8, 2016 at 12:20 pm

Hi Brandon,

We can take a look at the errors on the server if you can send us the correct FTP credentials. I’m afraid the credential that you sent go to an empty folder on your server. Can you get the correct FTP credentials, then resend the form on the redeem a support token page? If you’re not sure how to get to that page, there’s a link on your user account page on this site.

December 8, 2016 at 2:21 pm

We already have the address. The problem isn’t that we can’t access the server using that address. The problem is the the user account that you sent us can only access a blank folder on the server.

We need access to the part of the server that has the files.

December 8, 2016 at 6:42 pm

Hi Brandon,

As far as I can tell there’s something not quite right with the server that’s hosting your website. Here’s a sampling of the fatal errors that are being logged:

[06-Dec-2016 15:29:37 UTC] PHP Fatal error:  Maximum execution time of 30 seconds exceeded in /wp-includes/wp-db.php on line 1737
[06-Dec-2016 15:33:06 UTC] PHP Fatal error:  Maximum execution time of 30 seconds exceeded in /wp-includes/taxonomy.php on line 1492
[06-Dec-2016 17:47:17 UTC] PHP Fatal error:  Maximum execution time of 30 seconds exceeded in /wp-includes/cache.php on line 0
[07-Dec-2016 03:36:16 UTC] PHP Fatal error:  Maximum execution time of 30 seconds exceeded in /wp-includes/plugin.php on line 229
[07-Dec-2016 03:44:42 UTC] PHP Fatal error:  Maximum execution time of 30 seconds exceeded in /wp-content/plugins/event-espresso-core-reg/core/db_models/EEM_Base.model.php on line 1329
[07-Dec-2016 03:49:39 UTC] PHP Fatal error:  Maximum execution time of 30 seconds exceeded in /wp-includes/option.php on line 120

So as you can see, the errors are being triggered from all over the place instead of one specific line of code triggering the same error again and again.

So what I did to prevent this from happening is I bumped the Maximum execution time to 360 seconds.

Your web host should take a good look at the server from their end to see what could be causing all of those timeouts.

As an aside, I deactivated the EE REST API plugin so it’s not running on your site anymore. That plugin is no longer needed or recommended to have activated. This is because the EE REST API is now bundled in the main Event Espresso plugin.

December 9, 2016 at 9:32 am

You’re probably in a better position to test this Brandon. We are well past the 30 minutes of support token time.

December 9, 2016 at 9:59 am

You can try deactivating all other WordPress plugins, then test again to check for a plugin conflict.

December 9, 2016 at 11:21 am

We can certainly try.

December 9, 2016 at 11:59 am

The debug plugin is activated now, and the orange indicator is happening because your WordPress theme is poorly coded.

December 9, 2016 at 12:33 pm

Hi Brandon,

When I try testing registrations on your site, and send a test payment, it comes back as Approved. So I’m not sure why it’s not coming back as Approved when you test it.

I did disable the WordFence cache feature. They are ending support for caching anyway and are instructing WordFence users to no longer use it. Maybe you can try another test registration to see if disabling the caching feature helps?

December 9, 2016 at 1:21 pm

I’ll keep checking. What’s interesting is the error message seems to only happen for specific events. A test payment for the Test Payments event I set up on your site goes right through with no errors.

December 9, 2016 at 2:50 pm

It is widespread because it’s happening on the other events on your site (quite likely most or even all of them), but not the one I set up for testing. One thing you can check with Media Template about is see if they have anything logged on their end that’s related to the error in this screenshot:

https://slack-files.com/T02SY781D-F3DLKF0CF-3ba80399df

That’s the error that happens after sending a payment via Authnet on your site.

December 9, 2016 at 4:35 pm

It’d be interesting to see what they find. I did find a fix that worked on your site where the server was apparently outputting invalid date times. Now that the fix has been applied, the errors you were seeing after submitting the payment will no longer occur.

December 12, 2016 at 7:50 am

If they have anything significant, sure.