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rbackdesigns
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March 16, 2015 at 9:06 pm
Hello, I have about 29 incomplete registrations. Once someone registers and put in their credit card information and hit submit it errors out. Please help! I am using PayPal Pro and PayPal.
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Dean
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March 17, 2015 at 5:01 am
Hi,
What error or errors are being shown? Is it just with PayPal Pro or is PayPal standard being affected (for example by being unable to transfer to PayPal.com)?
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rbackdesigns
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March 17, 2015 at 7:24 am
I don’t think it has anything to do with PayPal looking at it more. They payments are going through my PayPal account. It just doesn’t register any of the attendee and put them in the incomplete category after they submit their payment. I went ahead and test it out a few time but I was unable to get a snap shot of the error because it disappears when ever I hover over it.
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Tony
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March 17, 2015 at 7:30 am
Hi,
Do you have any caching plugins installed?
Does your host use server side caching at all? (For example GoDaddy Managed WordPress packages have server side caching on all pages by default)
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rbackdesigns
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March 17, 2015 at 7:39 am
Yes. My site is hosted by GoDaddy Managed WordPress so they would be on there by default, correct?
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Tony
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March 17, 2015 at 8:25 am
Yes they are.
Unfortunately we have found through previous users of that hosting package that for some reason GoDaddy does not allow you to exclude pages from caching on that package. To use Event Espresso you will either need to move to a different hosting package within GoDaddy or possibly a different hosting provider altogether.
Plugins such as Event Espresso and e-Commerce can not be cached, the data is dynamically pulled for each registration (which is the opposite of what is happening with caching)
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rbackdesigns
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March 23, 2015 at 7:31 pm
Hello,
Still in need of help. I got in touch with GoDaddy and got a caching plugin installed but it still seems to error out. There are more registrations in the Incomplete tab. Any suggestions?
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Dean
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March 24, 2015 at 6:10 am
Hi,
I am assuming then that GoDaddy are no longer caching your site at a server level?
You can use this guide to configure any Caching plugins to exclude EE related pages: https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/
Note, if GoDaddy are STILL caching at a server level you will need to contact them to add EE related pages to a whitelist.
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rbackdesigns
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March 25, 2015 at 8:45 pm
Hello, I went ahead and contacted GoDaddy about the caching issue. I also went ahead and used the guide to configure my caching plugin to exclude EE related pages. I had one registration go through but one that didn’t. My WordPress through GoDaddy already has a caching function applied to it. Do you have any other suggestions? Since March 3rd it EE has NOT been working properly and it’s becoming very frustrating. Please advise.
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Dean
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March 26, 2015 at 5:46 am
Hi,
When you contacted GoDaddy what did they say? Will they stop caching at a server level? Will they add our pages to their internal whitelist?
The issue is that EE (like most ecommerce software) requires pages not to be cached to function. Unfortunately GoDaddy is adding more and more sites to an automatic cache which is great if your site is static but not so good for dynamic sites such as those using Event Espresso.
If they cannot add our pages to a whitelist, you can request your site to be moved to a non cached server.
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Tony
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March 26, 2015 at 5:49 am
Hello, I went ahead and contacted GoDaddy about the caching issue. I also went ahead and used the guide to configure my caching plugin to exclude EE related pages. I had one registration go through but one that didn’t. My WordPress through GoDaddy already has a caching function applied to it. Do you have any other suggestions?
We understand your frustration, but this is not an issue with Event Espresso, it is an issue with GoDaddy. GoDaddy are caching all pages, on every site using that host package, as mentioned above Event Espresso (and e-Commerce plugins) can not be cached. Most hosting provides allow you to exclude pages from caching, GoDaddy do not (which is a bad choice imo).
To use Event Espresso you can not use the Managed WordPress package from GoDaddy.
So have GoDaddy moved you off the ‘GoDaddy Managed WordPress’ package or are you still using that?
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rbackdesigns
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April 7, 2015 at 12:06 am
Hello, I finally moved my site OFF the managed wordpress on GoDaddy and moved it to a localhost. I have a W3 Cache plug in activated and I did followed the following instructions: https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/. Is there anything else I need to do to make sure I don’t get an error after the payment is submitted?
Another question is there any way of getting the name and email address of those incomplete registrations I received when I was getting the error? I have 78 incomplete registrations. I would like to make sure I can contact them and get them signed up.
Thanks for the help!
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Dean
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April 7, 2015 at 1:08 am
Hi,
Adding EE pages to the cache whitelist should be sufficient.
Regarding the attendee details, you can use the Attendee export to spreadsheet (CSV/Excel) option, and then filter them by status to find the appropriate attendees.
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rbackdesigns
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April 10, 2015 at 12:32 pm
Im still having the same issue. I followed all your instructions and I’m still having errors and people in the incomplete section. Please advise.
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Lorenzo Orlando Caum
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April 10, 2015 at 2:16 pm
Alright, so you have moved to a different web host and have no-cache rules running via W3 total cache.
What is the exact error that is been shown during registration checkout?
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Lorenzo
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rbackdesigns
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April 10, 2015 at 2:21 pm
It says they have something like there was error and it doesn’t complete their registration. It applies their payment but doesnt complete their regitration and puts them in the incomplete category.
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Lorenzo Orlando Caum
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April 10, 2015 at 2:34 pm
Right, but what is the exact error that is being shown?
Can you copy and paste it here?
Thanks
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Lorenzo
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rbackdesigns
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April 10, 2015 at 4:47 pm
I’ve seen it once while testing it. It doesn’t do it every time but it does it enough where I habe 81 incomplete registrations. I believe it says something like we have encountered and error and after a few seconds it goes away. I need it to stop error out.
the incomplete registrations don’t even show a name or answers to the questions. They just have a * in place of the name. No way to figure who it is and why it errored out.
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Lorenzo Orlando Caum
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April 10, 2015 at 5:27 pm
Hi, its not that we aren’t trying to be helpful but there is limited information on what is happening. If we had the text for the error message, then we could share specific feedback on troubleshooting.
Right now, I’m not sure of the error so I’ll try to make a best guess and say its a caching issue since you mention that its sporadic.
Try these steps:
Turn off caching through W3 total cache and then deactivate the plugin.
Then login to your site with an SFTP or FTP client (FileZilla, Cyberduck, Transmit) and go to this location:
/wp-content
Look for any caching_ or advanced_cache files and then delete them.
Then launch a different web browser than the one that you are currently using and try a registration for an event.
Do you see the error appear?
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Lorenzo
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rbackdesigns
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April 12, 2015 at 8:20 pm
I know you are trying to help and I dont blame you for not trying. It’s just a little frustrating that there are still people who are registering and being put in the incomplete section. Is there a reason why that would happen beside the caching?
I did what you asked above and I didn’t get an error. I tried it a few times. I wish I could provide you with more information. Is there another reason why they would be put in the incomplete section?
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Lorenzo Orlando Caum
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April 13, 2015 at 8:43 am
Alright, thanks for helping us rule that out.
The next step would be to look at the payment options. PayPal Pro is onsite and PayPal (PayPal Standard) is offsite.
We’ll need to look at the recent registrations after you switched hosting plans.
Is it both payment options that are showing incomplete for certain registrations?
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Lorenzo
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rbackdesigns
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April 14, 2015 at 9:21 pm
Unfortunately, it doesn’t tell me what payment option is showing incomplete. It give me very limited information for example:
Date
Registration Status: Incomplete
Line Item ID: 8508954438fabd248a5db07222106488
Event Name: Name of Event
Event Date: Date of Event
Ticket Option: Ticket Option
Price: $40.00
Qty: 1
Line Total: $40.00
Grand Total: $40.00
Registration Session Details
Registration ID 186-33-1-850488
Registration Session rsdi6pl4f0fjcoudv9s0ootdm3
Registration placed from IP
Registrant User Agent
That is all the information I see…. any suggestions?
Thanks!
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rbackdesigns
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April 14, 2015 at 9:23 pm
It’s like it processes but it doesn’t gather any contact information.
Which is important to have.
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Lorenzo Orlando Caum
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April 15, 2015 at 9:37 am
Okay, I’d like to clarify on the registration flow.
A record is created as soon as a registrant/attendee selects a ticket and clicks on the register button.
If the registrant completes registration, then that original record is updated.
If they do not, then the record remains listed as “failed” which is the generic term that we use for abandoned transactions.
You should see a mix of successful transactions and the abandoned (failed) transactions as some registrants will begin to register and then change their minds and not complete the process.
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Lorenzo
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rbackdesigns
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April 15, 2015 at 8:23 pm
Then its not creating the record after they click on the register button. That must be where the error presents itself. Also, I checked the csv file and it shows that it’s both PayPal Pro and PayPal Standard where they incomplete registration is happening. Also, I checked the transactions and I only 45 failed transactions… but I have 98 incomplete registrations which doesn’t provide me with any of the contact information.
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Tony
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April 16, 2015 at 3:19 am
Hi,
Can you send us temporary log in details so we can view these registrations please?
If so please use https://eventespresso.com/send-login-details/ to send those details.
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Tony
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April 16, 2015 at 3:32 pm
Can you confirm you have moved the site from GoDaddy to another host?
The reason I ask is the site is still running at least 1 GoDaddy Specific plugin.
If you go to Dashboard -> Plugins.
You’ll see the ‘Go Daddy Quick Setup’, I also suspect the there is another plugin within the MU (Must Use) plugins which is adding the ‘GoDaddy Settings’ and ‘Flush Cache’ buttons to the admin bar.
So I just wanted to confirm the site has been moved from GoDaddy? (Or at least from GoDaddy managed WordPress)
The registration I placed has saved all of the details (If you go to registrations you’ll see one under my name) so it seems the details are saving, although I didn’t run through a full payment.
Are you receiving payment notifications from PayPal for registration that do not exist within EE?
Currently I would recommend disabling all caching so we can troubleshoot this further, you can not simply disabled the caching plugin and must disabled the caching feature within the settings first, delete the current cache, then disable the plugin.
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rbackdesigns
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April 16, 2015 at 3:45 pm
Yes I can confirm that it is no longer under the godaddy managed WordPress. Those plugins are probably still there since I copied the WordPress site and just migrated it over.
Will it affect anything if I disble the caching plugin?
Also I did notice your registration or name under the transactions but if you go under registrations you will see the (95) incompletes. Did you check that out?
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rbackdesigns
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April 16, 2015 at 9:00 pm
The incomplete is up to 105..Im worried that people are trying to register and it’s error out on them so then they dont register. I went ahead and disable the cache plugin, so you can test it out. I hope we can get this resolved soon. I would hate to have this be why people arent registering.
I dont believe we are receiving payments from those any of the incomplete registration. I have also deactivated and reactive the PayPal payment options.
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Tony
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April 17, 2015 at 3:55 am
I did review the incomplete registrations yes, however incomplete registrations themselves do not indicate a problem. Those incomplete registrations are created as soon as you select a ticket and click register, then when the attendee inputs their details the registration is updated to Pending Payment (with an Abandoned transaction) and the registration details are included within the registration, like this – http://take.ms/nCpj9
Looking over your registrations list I can see you do have complete registrations and all of my test registrations are created correctly (once attendee details are input) so this would indicate this is working correctly.
The error after the payment you reported here would not cause the registration to remain ‘incomplete’ with no contact details, the registration is created long before then.
Looking at your site I can see I am still served cached pages, did you clear the cache before disabling the plugin?
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rbackdesigns
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April 17, 2015 at 5:30 am
I did clear the cache and then disable. Is other place I can do that.
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Tony
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April 17, 2015 at 6:58 am
I went ahead and used the plugins built in feature to remove the cache, then disabled the plugin once again.
Can you run through a test registration and see if you get the same error from above displayed?
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rbackdesigns
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April 18, 2015 at 6:01 pm
I went ahead and tested it and I didn’t get an error. Any other suggestion on why we are getting incomplete?
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Lorenzo Orlando Caum
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April 20, 2015 at 8:47 am
Hi, an incomplete registration is created as soon as a registrant selects a ticket / pricing option and then clicks on the Register Now button.
If that registrant proceeds through the end of Registration Checkout, then that incomplete registration will be updated with the registrants information and will no longer appear under that specific screen.
If the registrant, clicks away or abandons their registration during registration checkout, then they will remain as an incomplete registration.
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Lorenzo
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rbackdesigns
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April 22, 2015 at 7:48 pm
Is it normal to have 108 registrants that are incomplete? Or what is the average number that would click away or abandon their registration? Is there a way to prevent it from in completing them?
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rbackdesigns
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April 22, 2015 at 7:49 pm
What are some of the reasons a transaction would fail?
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Tony
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April 23, 2015 at 8:45 am
Is it normal to have 108 registrants that are incomplete? Or what is the average number that would click away or abandon their registration?
It depends on how many visitors you get, your target audience etc.
Failed transactions are NOT an issue if other transactions are working at the same time (unless you have reports of people being unable to register?).
What are some of the reasons a transaction would fail?
Were do you see failed transactions? Are the related to the incomplete transactions?
Would it be possible for you to send me some log in details so I can review your registrations/transactions please? If so please use this form:
https://eventespresso.com/send-login-details/
Please include details of which sections your are looking at.
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rbackdesigns
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April 23, 2015 at 9:06 pm
I sent over the login information. Im hope we can figure out why Im getting failed transactions and incomplete transactions. Is there something I can put on the website to make sure they don’t click away or whatever the case may be that would cause it to make it incomplete?
What do you mean failed tranactions are NOT an issue if other transactions are working at the same time? I have no reports of people unable to register as far as I know. But if Failed Transactions are NOT the issue then why I am getting them?
Also, any ideas one the incomplete registrations? I know I keep asking and it’s becoming very redundant but I just can’t figure out why I would have so many incomplete and so many failed…
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Lorenzo Orlando Caum
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April 24, 2015 at 5:19 am
Hi, to answer your question on cart abandonment — most visitors will not complete a purchase on their first visit.
Baymard Institute, a research firm, estimates that 68% of online shoppers do not complete their transaction:
http://baymard.com/lists/cart-abandonment-rate
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Lorenzo
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Tony
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April 24, 2015 at 10:14 am
I have been reviewing your registrations/transactions.
What do you mean failed tranactions are NOT an issue if other transactions are working at the same time? I have no reports of people unable to register as far as I know. But if Failed Transactions are NOT the issue then why I am getting them?
Because they are created as soon as the user selects the tickets and click register now.
For example, right now you have 112 incomplete registrations and 52 failed transactions.
There can be more than 1 registration assigned to a single transaction.
So if I go to your event page, select 4 tickets, and click register now – http://take.ms/9S8Aa
4 Incomplete registrations are created (as we have not collected any details yet) and a single failed transaction is created (because we need a transaction to save the details)
Here are the registrations – http://take.ms/8EIoE
Notice you now have 116 Incomplete registrations. There has been no issue, they are created when the registration starts.
You also now have another failed transaction – http://take.ms/vkze0
(My session is still active, hence ‘TXN in progress…’
If I simply close the page now or navigate away, those registrations will stay as they are now. If I complete the registrations, they will be updated with the info provided.
So those registrations (and associated transactions) simply mean people have selected tickets then closed the browser or navigated away from the page.
Does that make sense/help?
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