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Affinity
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September 14, 2017 at 1:32 pm
Hi Josh,
We are experiencing some issues where users are registering for courses/events, but not able to proceed with the registration and enter payment details – they are able to select the course they wish to take, enter their personal information, but then the “complete registration” button is greyed out.
When looking at the details in the back end, it looks as though the number of incomplete registrations might be causing the system to think the event is sold out and thus not letting the user go any further. However, in the past this was reflected through the “sold out” status on the course itself –
if there were pending registrations that took the course up to the limit, the course would be sold out, but as incomplete registrations were cleared the seats would open up again.
Specifically, we have a course where on the calendar it says there are seats left, but the user is unable to complete registration.
Upon looking in the back end it appears there are 40 seats available, 33 sold, and 56 registrations. We don’t seem to be able to clear the incomplete registrations manually, and usually they would automatically clear after I believe an hour, but as they are not being cleared people are not able to register for events even though there are seats available.
Not sure if it’s also worth pointing out that this issue only began after the following updates were made to the site yesterday:
• Event Espresso 4.9.43.p -> 4.9.46.p
• Event Espresso – Calendar (EE 4.3+) 3.2.10.p -> 3.2.11.p
• Event Espresso – Promotions (EE 4.9.10+) 1.0.10.p -> 1.0.11.p
We have previously had issues on similar topics:
Previous qs on forum regarding changing from “sold out to open” – https://eventespresso.com/topic/automatically-changing-from-sold-out-to-open/
Previous forum qs regarding “which cron job handles changing event status?”
https://eventespresso.com/topic/which-cron-job-handles-changing-event-status/
Can you offer any advice on how we can fix this issue for our client?
Thank you!
Rosalyn
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Josh
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September 14, 2017 at 3:11 pm
Hi Rosalyn,
If they got to the page where they can fill out a registration form, then the sold out status or temporary reservation queue would not affect the “complete registration” button and disable it/gray it out.
Can you post a link to the event in question, and are there any customizations to the input buttons (like with jQuery?)
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Affinity
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September 14, 2017 at 5:14 pm
Hi again,
We’ve dug into the code but we’re still having trouble with this and we’re wondering if we can get you to log in and see what’s going on? We can provide ssh access and a wp login.
The main issue are still from https://eventespresso.com/topic/which-cron-job-handles-changing-event-status/
Let us know rates and time estimate.
Ron
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Josh
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September 14, 2017 at 5:52 pm
Hi Ron,
With regards rates and time estimates, Event Espresso staff isn’t available for hire. I’m really interested in seeing how the button is getting greyed out on that site though.
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Affinity
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September 15, 2017 at 10:49 am
I believe was some confusion about the button. The person that reported that may have gotten into a weird state where they had paid but not completed a transaction and the complete button was greyed out but that’s not happening now.
The real issue is as I linked above. The incomplete or failed registrations aren’t getting cleared from the queue after any amount of time and if those were the last available spots in an event, it changes to closed and has to be manually reopened.
The client has dozens of events so it’s a major PITA for them.
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Josh
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September 15, 2017 at 11:33 am
There seems to be some confusion about the failed and incomplete transactions too. The incomplete txns do not get cleared from the queue, and the failed txns get cleared after 1 week. In both cases, those actually do not hold a reservation for more than one hour if wp_cron is working properly.
The first place to check to see if the reservation counts are correctly getting set after the reservation time is expired is right within the event editor. You’ll look at the ticket editor section, and you’ll find an “Rsrvd” column for each datetime and ticket:
Generally the Rsrvd values will be 0 except for when there are transactions in progress, and a transaction in progress will expire after one hour if it’s not completed.
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Affinity
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September 15, 2017 at 1:09 pm
Sorry, my mistake. I missed the point entirely in my last message. It does do as you describe.
However, if the those reservations are the last available tickets, the event changes it’s status to sold out and when those reservations are released, the event stays sold out unless we manually change it back.
Where is the code that is responsible for changing the status of the event back to NOT sold out?
If what we’re asking is not the default behaviour, we need to change that. We simply can’t track the reservations for every event. We have too many events. If we need to create an override for this behaviour, can you point me in the right direction?
Thanks,
Ron
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Josh
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September 15, 2017 at 1:36 pm
Hi Ron,
What you’re describing is indeed the default behavior. If the tickets are sold out because of reservations then when the reservations are released the event’s status will actually stay Published.
The one thing we discussed in the other ticket, and I suspect this may still be happening, is if someone has the event editor open while the ticket limit is hit, and they either save the event or the auto save kicks in while the ticket limit is hit, then the event’s status will get switched to sold out. In which case when the event’s status is edited, it will need to be re-edited back.
Where is the code that is responsible for changing the status of the event back to NOT sold out?
The event’s status will not get changed to sold out status in the first place. While the ticket selector will show all ticket options as sold out if all tickets are reserved, like in this example, the event itself will not get switched over to sold out unless someone goes in and saves the event while the tickets are reserved.
If you have any specific questions related to Event Espresso’s code you’re welcome to post an issue on Github, please label it as a Question, and one of the developers can follow up with you:
https://github.com/eventespresso/event-espresso-core/issues
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Affinity
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September 15, 2017 at 3:55 pm
I ran another test to be sure. After and hour and a half, the registrations were reset to 0 on the event edit page (as expected) but the ticket selector still shows the event as sold out. No one has been on the event edit page. No one loaded any related pages during the test.
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Josh
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September 15, 2017 at 5:37 pm
May I ask do you have a testing server that we could see this happen on? The reason I ask is because on our testing servers the events with reserved tickets that hit the ticket limit will go back on sale after the Rsrvd count is automatically set back.
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Affinity
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September 18, 2017 at 11:39 am
Hi Josh,
We have not been able to reproduce the problem on our dev server. I can however give you access to the production server.
What’s the best way to do that?
Ron
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Josh
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September 18, 2017 at 12:04 pm
Hi Ron,
Is there a way the two servers can be compared? That’s interesting that you’re not able to reproduce the problem on the dev server, do these two servers have the same version of PHP, WordPress, same plugins?
We have a secure page with a form that can be used to send access information:
https://eventespresso.com/send-login-details/
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Affinity
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September 19, 2017 at 12:24 pm
I’ve sent the creds to the url above but I want to look at one more thing before you go in. I’ll get back to you and let you know when we’re ready.
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Affinity
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September 19, 2017 at 12:40 pm
Also…this status message makes no sense at all. I see it on our test event when I go to edit it. The event has two unsold tickets, no reservations but 4 registrations which were never completed:
Please note that the Event Status has automatically been changed to Sold Out because more spaces have become available for this event, most likely due to abandoned transactions freeing up reserved tickets. However, this change is not permanent until you update the event. If you wish, you can change the status back to something else before updating.
Please be advised that this event has been published and is open for registrations on your website. If you update any registration-related details (i.e. custom questions, messages, tickets, datetimes, etc.) while a registration is in process, the registration process could be interrupted and result in errors for the person registering and potentially incorrect registration or transaction data inside Event Espresso. We recommend editing events during a period of slow traffic, or even temporarily changing the status of an event to “Draft” until your edits are complete.
https://screenshots.firefox.com/aZcaU4Ucs7GbeXwD/www.healthandsafetybc.ca
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Josh
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September 19, 2017 at 1:11 pm
This is the message I see on our test server:
Please note that the Event Status has automatically been changed to Sold Out because there are no more spaces available for this event. However, this change is not permanent until you update the event. You can change the status back to something else before updating if you wish.
https://www.evernote.com/l/AAQkaNPVg5BB15XgeEUYHXwi7XfWFGymjME
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Affinity
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September 22, 2017 at 11:00 am
OK. I’m done. You can go in any time and see what you can find out. I’d really appreciate it.
As far as I can tell, the servers are the same. I did have to turn off iThemes security on the dev site to get logged in because of the https redirection.
Everything still works on the dev server but not on the prod server although now the behaviour is somewhat different.
Current state: when the last ticket is reserved, users that go to the event page see “sold out” (expected). After a couple of hours, anonymous users that go to the event still see “sold out” (not expected).
If the admin opens the event edit page and does nothing else (no edits, no save), anonymous users can then reload the event page and purchase the available tickets.
The Rsrvd number in the event edit screen goes back to 0 but the Regs number stays at the highest latest number (all expected).
We see the following messages on the edit page:
Please note that the Event Status has automatically been changed to Published because more spaces have become available for this event, most likely due to abandoned transactions freeing up reserved tickets. However, this change is not permanent until you update the event. If you wish, you can change the status back to something else before updating.
Please be advised that this event has been published and is open for registrations on your website. If you update any registration-related details (i.e. custom questions, messages, tickets, datetimes, etc.) while a registration is in process, the registration process could be interrupted and result in errors for the person registering and potentially incorrect registration or transaction data inside Event Espresso. We recommend editing events during a period of slow traffic, or even temporarily changing the status of an event to “Draft” until your edits are complete.
The event status block looks like this:
http://storage3.static.itmages.com/i/17/0922/h_1506099234_8247607_cf8da02c02.png
I appreciate the time you are taking to look into this issue.
Ron
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Affinity
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September 26, 2017 at 3:42 pm
Hi Josh, any update on this?
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Josh
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September 26, 2017 at 3:46 pm
You could try testing the latest version of EE4 master that’s available on github:
https://github.com/eventespresso/event-espresso-core/
Although since you’re not able to reproduce the issue on the dev site I’m not sure if you’ll see much of a difference. The current version of master will get released as an update soon.
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Affinity
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September 27, 2017 at 1:11 pm
This issue has been going on for a while. I suspect that another update isn’t going to change things.
You were asking earlier for access to our environment and I’ve provided it. Are you able to take a look there to see if there are any clues?
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Josh
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September 27, 2017 at 2:45 pm
I suspect that another update isn’t going to change things.
I can suggest before you make any conclusions about the next version before you try it you can check this commit that’s in the current master branch:
https://github.com/eventespresso/event-espresso-core/commit/4587e01de62dd274f54adf6e6b7c1cc67015d8a9
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