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Event attendee information missing from registrations

Posted: September 16, 2020 at 12:43 pm


TLH Senior Center

September 16, 2020 at 12:43 pm

We have someone who received a confirmation email from our EE templated https://www.tallahasseeseniorfoundation.org/ messages for several events that they paid and registered for, but their attendee information is not recorded in the EE backend at all. At a loss as to where the info went or if this might be happening to others. Below is the confirmation email.

———- Forwarded message ———
From: Tallahassee Senior Center Foundation <emailserver@digitalopps.com>
Date: Fri, Sep 4, 2020, 10:56 AM
Subject: Your Event Registration Details
To: <ljoxford@gmail.com>

Image removed by sender.

TALLAHASSEE SENIOR CENTER FOUNDATION
Hello, Linda:
Here’s a copy of your registration details!

Event: 010 Explore France
Venue: Virtual Event (, )

Registration:
Linda Oxford
· Registration Code: 1092320-517-1-c204

· Tickets:

·

o Explore France

o Dates/Times:

§ September 14, 2020 10:00 am – September 14, 2020 11:30 am

Questions & Answers

· Question: Home Phone

· Answer:

· Venue »
· Error! Filename not specified.

· Virtual Event

·

·

· ,

· Image removed by sender.

CONNECT WITH THIS EVENT:
Facebook Twitter

CONTACT INFO:
Phone:

Email: maureen.haberfeld@talgov.com

Event: 015 Canada: The Maritime Provinces and Newfoundland
Venue: Virtual Event (, )

Registration:
Linda Oxford
· Registration Code: 1092320-512-2-3ffb

· Tickets:

·

o Canadian Maritimes

o Dates/Times:

§ September 16, 2020 10:00 am – September 16, 2020 11:30 am

Questions & Answers

· Venue »
· Error! Filename not specified.

· Virtual Event

·

·

· ,

· Image removed by sender.

CONNECT WITH THIS EVENT:
Facebook Twitter

CONTACT INFO:
Phone:

Email: maureen.haberfeld@talgov.com

Event: 019 The Dreaded “Yellow Jack”: The History of Yellow Fever in 19th-Century Florida
Venue: Virtual Event (, )

Registration:
Linda Oxford
· Registration Code: 1092320-538-3-c3e6

· Tickets:

·

o Yellow Fever in Florida

o Dates/Times:

§ September 17, 2020 1:30 pm – September 17, 2020 3:00 pm

Questions & Answers

· Venue »
· Error! Filename not specified.

· Virtual Event

·

·

· ,

· Image removed by sender.

CONNECT WITH THIS EVENT:
Facebook Twitter

CONTACT INFO:
Phone:

Email: maureen.haberfeld@talgov.com

Event: 029 Backyard Birding in Tallahassee
Venue: Virtual Event (, )

Registration:
Linda Oxford
· Registration Code: 1092320-509-4-12cd

· Tickets:

·

o Backyard Birding

o Dates/Times:

§ September 24, 2020 10:00 am – September 24, 2020 11:30 am

Questions & Answers

· Venue »
· Error! Filename not specified.

· Virtual Event

·

·

· ,

· Image removed by sender.

CONNECT WITH THIS EVENT:
Facebook Twitter

CONTACT INFO:
Phone:

Email: maureen.haberfeld@talgov.com

Event: 030 Patagonia: Trekking the Land at the Bottom of the World
Venue: Virtual Event (, )

Registration:
Linda Oxford
· Registration Code: 1092320-531-5-c3eb

· Tickets:

·

o Patagonia

o Dates/Times:

§ September 24, 2020 1:30 pm – September 24, 2020 3:00 pm

Questions & Answers

· Venue »
· Error! Filename not specified.

· Virtual Event

·

·

· ,

· Image removed by sender.

CONNECT WITH THIS EVENT:
Facebook Twitter

CONTACT INFO:
Phone:

Email: maureen.haberfeld@talgov.com

Connect with Us:
Facebook
Twitter
Google+

Contact Info:
Phone: 850-891-4000
Email: Hella.Spellman@talgov.com


TLH Senior Center

September 18, 2020 at 6:27 am

Any ideas here?


Tony

  • Support Staff

September 21, 2020 at 8:48 am

Hi there,

Event Espresso creates the registrations in the database really early (as soon as you submit the ticket selection) and then updates them as the user steps through the registration process. This means the details are saved to the database at the earliest possible moment and then updated on each step.

I can’t tell you why the above registrations are missing from the info we have but I can give you details on what we’ve seen in the past:

1. The host moved the site to another server as part of their routine maintenance, between them exporting the database and switching your server the new registrations were added to the ‘original’ server.

2. Random ‘cleanups’ of the database where someone just randomly deletes data to ‘clean’ the site (never a good idea imo).

3. Caching, if object caching is enabled it can cause issues with the line items for a transaction, if there’s issue with the line items (namely EE can’t find any that apply to a transaction) then the transaction is marks as trash and then deleted 7 days later.

Caching is the most common cause so start with that.

Do you have any caching plugins enabled?

DOes your host run server-side caching at all? Who is your host?


TLH Senior Center

September 22, 2020 at 7:39 am

Hello, thanks for taking a look into this. The site is hosted by SingleHop/INAP. This morning we also had an error in the logs. Not sure if it is related or not:
[21-Sep-2020 19:02:49 UTC] PHP Fatal error: Uncaught TypeError: Argument 1 passed to EE_SPCO_Reg_Step_Payment_Options::_payment_method_billing_info() must be an instance of EE_Payment_Method, null given, called in /home/seniorsfound/public_html/wp-content/plugins/event-espresso-core-reg/modules/single_page_checkout/reg_steps/payment_options/EE_SPCO_Reg_Step_Payment_Options.class.php on line 1969 and defined in /home/seniorsfound/public_html/wp-content/plugins/event-espresso-core-reg/modules/single_page_checkout/reg_steps/payment_options/EE_SPCO_Reg_Step_Payment_Options.class.php:1136
Stack trace:
#0 /home/seniorsfound/public_html/wp-content/plugins/event-espresso-core-reg/modules/single_page_checkout/reg_steps/payment_options/EE_SPCO_Reg_Step_Payment_Options.class.php(1969): EE_SPCO_Reg_Step_Payment_Options->_payment_method_billing_info(NULL)
#1 /home/seniorsfound/public_html/wp-content/plugins/event-espresso-core-reg/modules/single_page_checkout/EED_Single_Page_Checkout.module.php(1328): EE_SPCO_Reg_Step_Payment_Options->redirect_form()
#2 /home/senio in /home/seniorsfound/public_html/wp-content/plugins/event-espresso-core-reg/modules/single_page_checkout/reg_steps/payment_options/EE_SPCO_Reg_Step_Payment_Options.class.php on line 1136


Tony

  • Support Staff

September 22, 2020 at 8:48 am

Unlikely to be related if if the above isn’t showing as an issue with a registration a specific.

Which payment method are you using on the site?


TLH Senior Center

September 22, 2020 at 9:26 am

We are using PayPal Standard.


TLH Senior Center

September 22, 2020 at 9:27 am

With regards to the caching, we had WP Super Cache running on the site and I have removed it for now.


Tony

  • Support Staff

September 22, 2020 at 9:36 am

We are using PayPal Standard.

We actually deprecated PayPal Standard a while ago now due to how unreliable IPN’s (which PayPal Standard relies on) can be and switched to PayPal Expresso.

(New users don’t see PayPal Standard at all but any users that have it enabled will keep it)

So I recommend switching over to use the PayPal Express integration as it doesn’t use IPN’s like standard. It’s the same account type but uses different credentials from your PayPal account:

https://eventespresso.com/wiki/paypal-express-payment-gateway/

With regards to the caching, we had WP Super Cache running on the site and I have removed it for now.

Caching plugins are great but need to be configured correctly to exclude e-commerce requests, or you can run into all kinds of weird and wonderful issues.

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Updated by  Tony 4 days, 13 hours ago ago

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