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ardiaful
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September 6, 2018 at 7:06 am
I have this error showing up in payment step after users try to retrieve a pending payment: https://imgur.com/a/ULEF4Ay
The error generally comes up after a user clicks on the payment reminder link in the reminder email.
Help to troubleshoot this issue asap is very much appreciated since I already have several users complaining about the error.
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ardiaful
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September 6, 2018 at 7:12 am
Console shows this error when user tries to retrieve pending payment: https://imgur.com/a/IA43A01
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Josh
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September 6, 2018 at 7:37 am
Hi,
May I ask which payment method did they select before they saw the error?
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ardiaful
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September 6, 2018 at 7:39 am
Stripe
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Josh
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September 6, 2018 at 7:50 am
Can you check to see if the error goes away while all other plugins are deactivated & the default theme is activated? You can troubleshoot this by using the Health Check plugin’s troubleshooting mode, and activate only Event Espresso 4 & Stripe while in troubleshooting mode.
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ardiaful
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September 6, 2018 at 8:19 am
When troubleshooting with the Health Check plugin and twenty fifteen theme I can only see the shortcode text [ESPRESSO_CHECKOUT] Check screenshot: https://imgur.com/ElQ0PkF
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Josh
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September 6, 2018 at 8:20 am
You’ll need to activate Event Espresso and the Stripe add-on while in Troubleshooting mode.
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ardiaful
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September 6, 2018 at 8:22 am
Yes, they are the only two plugins activated in Health Check plugin
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Josh
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September 6, 2018 at 8:26 am
The health check plugin might not be an option for your site then. If you have a staging/dev server you could troubleshoot there.
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ardiaful
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September 6, 2018 at 11:39 am
ok, after much troubleshooting I came to the conclusion that a plugin called “Aventura plugin” is in conflict and the reason of the error. This plugin is coded by my current theme’s developer,Templaza, and according to the company it allows you to create post types, taxonomies and Visual Composer’s shortcodes…
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ardiaful
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September 6, 2018 at 11:42 am
The bad news is that if I deactivate the theme’s plugin it disconnects the theme from Visual Composer and other needed content functionality and the site screws up.
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ardiaful
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September 6, 2018 at 12:15 pm
I copy here the answer from Aventura plugin author regarding the error in connecting with pending payment:
It seems that you are using other booking system that is not our Aventura booking system.
Because this is a new system we have not yet tested with the theme, it may not work correctly.
And it is outside scope of our support too.
You can contact to the developer of the plugin or the system you are using. They can help you.
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Josh
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September 6, 2018 at 12:27 pm
We’re not going to support the Aventura theme either. My advise would be to switch to a theme that does not have its own conflicting booking system, or remove the booking system component from the theme.
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ardiaful
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September 6, 2018 at 12:40 pm
Dear Josh, allow me to say this is not the kind of answer I would never expect coming from Event Espresso. To simply “switch the theme” to another theme not conflicting is plainly to dodge the issue and not delivering the outstanding support service that I would expect from a critical plugin for my business (even more as the issue concerns my customer payments workflow). I’m not asking to dig into another plugin code but support a possible solution. Hope you were more sensible to your premium user next time.
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ardiaful
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September 6, 2018 at 12:40 pm
Dear Josh, allow me to say this is not the kind of answer I would never expect coming from Event Espresso. To simply “switch the theme” to another theme not conflicting is plainly to dodge the issue and not delivering the outstanding support service that I would expect from a critical plugin for my business (even more as the issue concerns my customer payments workflow). I’m not asking to dig into another plugin code but support a possible solution. Hope you were more sensible to your premium users next time.
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Josh
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September 6, 2018 at 12:56 pm
I hope you can understand that support for the Aventura theme is outside the scope of Event Espresso sport. The issue that concerns your customer payments workflow is caused by the Aventura theme.
I get that you’re not asking us to dig into another plugin, but it sounds like you expect Event Espresso support to dig into a theme where the theme and its associated plugins are causing issues. We’ve done this once before for you. Since the it’s been found the theme is causing even more issues, the sensible way forward will be to use a theme that’s geared toward presentation. Non-presentational functionality should be left to plugins. If Aventura had made its payment component a plugin, your solution would be to deactivate the plugin.
Going to a well-supported, well-coded theme will give you a resolution to this issue and will avoid other issues going forward because you’ll have a theme that’s not inherently prone to causing conflicts.
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