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Liz Rice
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January 31, 2017 at 3:04 pm
Hi,
We have an event that has 3 Datetimes and 1 Ticket per date/time
The limit for each Date/Time is 6
The limit for tickets is 6, 6, 0 respectively
The sold tickets/Regs are 4,6,0 respectively
The event is showing as sold out and only if I up the limit and tickets to 8 on first session does it remove the sold out status.
Here is a screenshot: http://historicorps.org/wp-content/uploads/2017/01/date-times.jpg
Can you help as to why we are getting sold out when the event it not? We are the current version of EE4, WP and theme are up to date.
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Liz Rice
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January 31, 2017 at 3:10 pm
As a work around I just tried to add another ticket and apply that to the first session. (adding just two available) everything looked fine but as soon as I hit save the bar next to the ticket turned yellow and the event went back to sold out. . . if that info helps at all
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Tony
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February 1, 2017 at 6:03 am
Hi Liz,
Are each of those tickets only assigned to 1 of the datetimes?
For example if you click the cog next to Volunteer Session 3 ticket, is only the ‘SESSION DATES TENTATIVE’ datetime selected for that ticket?
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Melanie Kusmik
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February 2, 2017 at 3:27 pm
I am also experiencing this issue where Event is showing as ‘sold out’ but there still remains 1 ticket available and ticket sell until date is 2 days beyond today. The Event has started, but we want to allow for late registration. We’ve been able to do this with other events. This event did have some registrations marked incorrectly as paid, but I removed payments, trashed registrations, and still the status does not change to active. Here’s screenshot to event/ticket page: https://www.screencast.com/t/PQAEbWdYeh.
We are on version 4.9.25. Event was created before upgrade to this version…
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Josh
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February 2, 2017 at 5:01 pm
Can you check those trashed registrations and make sure they’re not set to have Approved registration status?
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Liz Rice
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February 6, 2017 at 10:46 am
Hi, I just checked and there are no registrations in the trash. It is showing 10 total for 12 available slots and still is sold out.
The only other info we have is that for a time there was an archived ticket on there due to a price change, I thought that might be the culprit and removed it.
I can create another ticket or something but if this is a recurring issue we need to be aware of why it is happening and how to prevent that.
Thank you
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Josh
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February 6, 2017 at 1:35 pm
It’s probably the archived ticket. Those usually shouldn’t be removed. For example if the archived ticket had 2 of those available tickets, then that would explain why it’s saying it’s sold out.
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Lorenzo Orlando Caum
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February 6, 2017 at 1:42 pm
Hi Liz,
I looked at your screenshot here (http://historicorps.org/wp-content/uploads/2017/01/date-times.jpg) and then read your feedback about the archived ticket.
From the image, just volunteer session 2 should be no longer available. Session 1 and tentative should be available as those limits have not been reached. Has anything changed on the event setup from your screenshot?
If a ticket is archived, then it should be locked which would prevent
removal. Could you share more feedback on the ticket that was removed?
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Lorenzo
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Liz Rice
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February 6, 2017 at 2:06 pm
Hi Lorenzo,
Nothing has changes with the event and session 1 should have 2 available. For some reason there are two hidden registrations that i cannot see anywhere (no in trash or UN-approved)
The archived ticket in questions did not have any visible registrations and by replacing it with a new ticket I was able to delete it. It is possible that somehow the database thinks there is registration on that and EE system just isn’t showing it?
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Lorenzo Orlando Caum
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February 7, 2017 at 11:36 am
Hi Liz,
You shouldn’t be able to remove an archived ticket.
I tried your steps and I could not remove one on my testing site.
Could you try these steps out (it will let you test out the event editor without affecting the live event)?
1) Duplicating the event
2) Save as draft
3) Then try your steps again
Does the same thing occur?
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Lorenzo
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Josh
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February 7, 2017 at 6:20 pm
Hi there,
One of the developers and myself took a look at the site (using the credentials you sent) and found that there were 5 tickets set to “reserved” in the database. Those have been cleared out, so the first session for Thunderbird Barn is no longer showing as sold out. It’s likely that some errors during code execution is preventing some of the reserved tickets to get released back into the inventory.
We’re going to add something to Event Espresso that will do a check for any reserved tickets that get stuck and clear those out, which should help. It may also help if you can contact your host to see if they can run an optimize tables script, which should even help speed that site up a bit.
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mpurse
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February 8, 2017 at 2:47 am
This is a problem that we frequently have. I am following here for a solution.
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Josh
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February 8, 2017 at 7:52 am
@mpurse the solution is someone will need to delete the reserved tickets. If you can complete the secure form on this page, and include a list of events that are incorrectly showing as sold out, someone from support staff can clear the reserved tickets.
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Liz Rice
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February 8, 2017 at 12:05 pm
@josh does this mean that our install of EE have been fixed our your team is working on an update for EE in general. What I am getting it is, has this been resolved or will it be a recurring issue?
I will ask our host to run the script.
Thank you
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Josh
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February 8, 2017 at 12:17 pm
It may be a recurring issue on your website if the reserved tickets don’t always get released back into the inventory. Your install of EE hasn’t been changed, and there’s an open ticket assigned to a developer to look at making a way to better ensure the tickets get released back into the inventory. It may be that you’ll find it’s not an issue on your site anymore if the database optimization script gets run and allows your site to run at a reasonable clip. Right now it seems really slow, and the slowness may be what’s causing some of those tickets to not get released back into the inventory.
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Josh
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March 9, 2017 at 12:44 pm
Update: Event Espresso 4.9.32.p, which was released today, adds a button to the Maintenance > Reset page: Reset Ticket and Datetime Reserved Counts. You can click that button and it will reset the ticket reservation counts if you’re still seeing events incorrectly marked as sold out.
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mpurse
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March 22, 2017 at 9:19 am
Hi Josh,
I still have a sold out problem. I’ve hit reset, and its still showing an event as sold out. We have a registration in pending, but not confirmed. Could this be the problem? Screen shot here: http://awesomescreenshot.com/00069t6491
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Josh
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March 22, 2017 at 10:15 am
No because the Sold out status is triggered when the Sold Count + Reserved Count = the limit. The Registration count isn’t factored.
If you click on the Publish button for that event does the event open for sale again?
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mpurse
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March 23, 2017 at 3:05 am
Yes it did. But then I feel like we will need to check every event regularly to see if they are showing as sold out. Ugh.
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Josh
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March 23, 2017 at 9:49 am
You can try the next release candidate of Event Espresso, which is available to download here:
https://github.com/eventespresso/event-espresso-core/archive/master.zip
The above link will download the next release candidate that you can install on your website. If you use the Multi Event Registration add-on, you’ll also need this release candidate:
https://github.com/eventespresso/ee4-mer/archive/master.zip
These include additional checks on reserved tickets so that reserved tickets get properly removed, which will help you avoid having to re-publish events, because the events won’t sell out in the first place.
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