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How can we find out if Firstdata is timing out?

Posted: October 15, 2020 at 12:17 pm


ICLE

October 15, 2020 at 12:17 pm

What would our steps be to check on whether we are occasionally dropping a transaction using the Firstdata gateway plugin? We have some errors and have to dig through this.
Specifically we are trying to see if we are getting timeouts.


ICLE

October 15, 2020 at 2:27 pm

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Tony

  • Support Staff

October 16, 2020 at 6:51 am

Hi there,

First you would need to check the error logs on your site and see if anything shows up there, with payment made within Event Espresso we also create payment logs, you’ll find those in Event Espresso -> Payment methods -> logs.

Check for any errors showing there (the errors will still be logged even if FirstData times out).

If you look in the EE transactions linked to the registrations you are having issues with, then if the request to FirstData is timing out the payment object should have this message in the gateway response:

There was an error communicating with the Payeezy server. The error was {error}

What is happening on the site to make you think you are running into timeouts with FirstData?

You’ve asked if this is something you need a support token for and the short answer right now is I can’t say as there are no details of what the problem itself is.

If you can provide some details on what is happening I can advise from there.


ICLE

October 30, 2020 at 8:36 am

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Tony

  • Support Staff

October 30, 2020 at 9:36 am

I can confirm that we will only research into the registrations you request we look into. To be clear though, to troubleshoot this we need to view the requests sent from your site to your payment merchant and then the response received from them. Those logs don’t contain what would be considered sensitive card related details (card numbers etc) but those logs may contain details from the registration itself (name, email address, address, etc).

I/we (EventEspresso) have no interest in any registration data (or really any data) sent on the requests which is unrelated to the issue itself. The only way to start troubleshooting this is to view those requests/responses which could (and likely will) contain more than a simple ‘success’ or ‘fail’.

The above is not intended as any form of get-out clause etc but simply to highlight the fact that we will need to view various requests related to the registrations/payments this is happening on to troubleshoot. If you sent me to say the EE Registration and EE Transaction view and state not to view any other data related to it then there really isn’t much I can troubleshoot.

I can also confirm that we (EventEspresso) will not share any data from your site with any 3rd parties.


ICLE

October 30, 2020 at 10:22 am

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ICLE

October 30, 2020 at 10:33 am

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Tony

  • Support Staff

October 30, 2020 at 10:33 am

Hi ICLE,

There’s no error in that log entry, that looks like a response log from FirstData and shows the payment was Approved unless I’m missing something?


ICLE

October 30, 2020 at 10:37 am

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Tony

  • Support Staff

October 30, 2020 at 10:39 am

I’m going to remove the credentials posted on the forums (yes even though its private reply).

If you’ve purchased a support token to investigate this then please use the link to redeem your token on your account page (just below your license keys) to securely send us your login details and any additional details required.


ICLE

October 30, 2020 at 11:27 am

The nature of our issue is in finding the error in these logs… Other transactions in the “Payment Methods” logs do not have any of that text. What shall I then isolate for review?


Tony

  • Support Staff

October 30, 2020 at 1:04 pm

Unfortunately, I have no idea what you are going to find without reviewing the logs.

Each successful payment ‘should’ create 3 log entries

Payeezy sale request Parameters (the request from your site to FirstData)
Payeezy sale request Response (the response from them)
Post Payment Transaction Details (a log entry created by EE itself after the payment object has updated the transaction)

Entry isn’t an error, its the body of the response log and appears to be a successful payment. If you can send over the login details I’ll happily review the log entries for a transaction this has happened on.

https://eventespresso.com/send-login-details/

(Note that we generally require a support token to troubleshoot directly on the server, without one I’ll review the logs and see if anything stands out but if you need further troubleshooting you’ll need a support token)


ICLE

November 2, 2020 at 11:52 am

Is there a way to get a “Payment Methods” log csv export?


ICLE

November 2, 2020 at 2:16 pm

I have sent login detail and have also reviewed 14 examples I was provided. I can provide that list to you as well. Is support@eventespresso.com the email to use to send an attached Excel file?


Tony

  • Support Staff

November 3, 2020 at 3:28 am

Hi ICLE,

Did you use the form to send the login details as we’ve not received any submissions from your account?

Is there a way to get a “Payment Methods” log csv export?

There’s no CSV export, but there is a ‘Download results’ button at the bottom of the list which exports the payment logs themselves.

I have received your Excel file so just need temp login details to view the logs.


ICLE

November 16, 2020 at 8:48 am

We have set up a cron in bluehost, and have set the “Global Message Settings” for “Generate and send all messages:” to “On separate request” yet we are still getting Message Activity with “No recipient” in the To column of the “Message Activity” page. I can select them and “generate and send” but I need these to trigger and get sent on the 5 minute cron that is set up. What are we missing in the settings or do we need to create a bit of code to place somewhere?


ICLE

November 16, 2020 at 9:02 am

The plugin ‘WP Control’ is being utilized. The Hook for “AHEE__EE_Messages_Scheduler__generation”, “AHEE__EE_Messages_Scheduler__generation”, and “AHEE__EE_Messages_Scheduler__cleanup” states the following when edited:

Cron events trigger actions in your code. A cron event needs a corresponding action hook somewhere in code, e.g. the functions.php file in your theme.

What do we need to do with the coding that is needed to add these to the functions.php file?


ICLE

November 16, 2020 at 9:03 am

WP Crontrol (correction)


Tony

  • Support Staff

November 16, 2020 at 9:09 am

We have set up a cron in bluehost

Can you add more details of what you set up with Bluehost, please?

Did you disable WP_CRON?

“Generate and send all messages:” to “On separate request” yet we are still getting Message Activity with “No recipient” in the To column of the “Message Activity” page.

Do they site at that step indefinitely? It’s expected for them to show ‘No Recipient’ until they have generated, which is done via the Cron.

What do we need to do with the coding that is needed to add these to the functions.php file?

Why would you add them to functions.php?

You don’t need to add anything to the site, you just need a Cron to trigger wp-cron.php so that it then triggers the jobs there which EE uses.


ICLE

November 16, 2020 at 9:36 am

Here is what I got back from the individual (Tajiana) who is halping to install a working cron. Apparently she saw a similar support ticket and was following those directions:
==============================
Yes, I sent you the support forum where they recommended the install of WP control and that disabling and reenabling should get the cron schedule working properly. They stated that they didn’t know the cause of the issue. In WP control, when you edit the hooks, it says:

“Cron events trigger actions in your code. A cron event needs a corresponding action hook somewhere in code, e.g. the functions.php file in your theme.”

I need more info about how to add the action hooks to the functions.php file.
===============================
MDS:It appears we may be overthinking this and simply need to find a way to get the cron to work to trigger the message generations and builds. Do you still have login?


ICLE

November 16, 2020 at 9:46 am

This is the link to which we are looking for setup guidance:
https://eventespresso.com/topic/ee-has-stopped-sending-emails/
Thanks.


Tony

  • Support Staff

November 16, 2020 at 10:04 am

Ok, so that’s actually a totally different issue.

The issue you are referring to is when the AHEE__EE_Messages_Scheduler__sending and AHEE__EE_Messages_Scheduler__generation WP_Cron jobs would randomly disappear from the cron events.

It looks like a core WP issue as all we do is add the job and then it’s somehow lost. But, in either case, what we did to fix that was add a check into 4.10.8.p which runs on the AHEE__EE_Messages_Scheduler__cleanup and confirms that the other 2 jobs are available every hour.

They stated that they didn’t know the cause of the issue. In WP control, when you edit the hooks, it says:

“Cron events trigger actions in your code. A cron event needs a corresponding action hook somewhere in code, e.g. the functions.php file in your theme.”

In short and with all due respect, whoever is helping you here needs to learn more about how WP_Cron works, that has nothing to do with the issue you are referring to.

That snippet is basically telling you that you WP_Cron takes a schedule and a function to call and you can’t just schedule a task without having a function to call for that task. EE already has those built into it, you don’t need anything in functions.php.

If you are looking in WP Crontrol the only thing you need to confirm is that you can see these jobs:

AHEE__EE_Messages_Scheduler__sending
AHEE__EE_Messages_Scheduler__generation
AHEE__EE_Messages_Scheduler__cleanup

It should look like this: https://monosnap.com/file/kJgTqpdZSU1W1z8r8IJneJnFz9TPW1

If those are there EE has added the WP_Cron events as expected, thats it.

If they aren’t there, use Event Espresso to do it for you by either de-activating and then re-activating Event Espreso 4, or, run the AHEE__EE_Messages_Scheduler__cleanup job if you have 4.10.8.p+ on the site as that’ll add the jobs back for you.

—-

I’m not sure what you are doing with crons on the server, but you want to do something like this:

https://www.siteground.co.uk/tutorials/wordpress/real-cron-job/

Which in effect does nothing more than call wp-cron.php on a ‘real’ cron every X minutes, rather than WP_CRON doing it on every single request to check if a task needs to fire.


ICLE

November 16, 2020 at 2:38 pm

The only Cron Event I see is:
“AHEE__EE_Cron_Tasks__expired_transaction_check”

and the last one was ran 6 months two weeks ago.
I do NOT see these:
AHEE__EE_Messages_Scheduler__sending
AHEE__EE_Messages_Scheduler__generation
AHEE__EE_Messages_Scheduler__cleanup

The latest version of EE4 is loaded and was restarted the other night.


Tony

  • Support Staff

November 17, 2020 at 3:47 am

The only Cron Event I see is:
“AHEE__EE_Cron_Tasks__expired_transaction_check”

and the last one was ran 6 months two weeks ago.

That’s the only EE cron you have listed?
How many of those do you have?

The cron jobs will only be created on activation so if they’ve been altered/removed since then you’ll need to de-activate and re-activate EE to have them recreated.


ICLE

November 19, 2020 at 7:16 am

Yes. I have 159 pages with this one EE Cron in the log.


Tony

  • Support Staff

November 19, 2020 at 7:47 am

That’s a very good indication that you have an issue with WP_CRON on your site.

Every registration added on EE creates that cron to check if the registration has been finalized after the user’s session has expired. If you’ve got many of those just sitting waiting to run then crons aren’t running on your site.

At the top of WP Crontrol does it mention anything about WP_CRON being disabled?

If you look in the sites wp-config.php can you see anything at all to do with CRON?

Earlier you said you added a cron in bluehost, can you add some details on what you actually did there? If you’ve added a cron in bluehost to trigger your sites cron jobs the above crons should already have run.


ICLE

December 4, 2020 at 7:18 am

There is no code in wp-config.php nor in functions.php which refers to cron.
In the WP-Crontrol log the only cron listed is AHEE__EE_Cron_Tasks_expsired_transaction_check is the only cron appearing.

Please advise next steps. THanks.


Tony

  • Support Staff

December 4, 2020 at 8:18 am

Please answer my question above, the next steps depend on what you’ve done to cron.

Regarding AHEE__EE_Cron_Tasks_expired_transaction_check, a new wp_cron task will be scheduled each time there is a registration so if WP_CRON isn’t running then its expected that you would see those and they wont be removed until WP_CRON is functioning again.


ICLE

December 4, 2020 at 8:36 am

How can I determine if WP_CRON is running?


ICLE

December 4, 2020 at 8:50 am

I created a page and scheduled it to publish two minutes in the future and it did. There is no record in the “Cron Events” of WP-Crontrol of this event.

Note: all the events in the “Cron Events” start at over 7 months ago.


ICLE

December 4, 2020 at 11:17 am

Hey, I’ve just been informed that

AHEE__EE_Messages_Scheduler__sending
AHEE__EE_Messages_Scheduler__generation
AHEE__EE_Messages_Scheduler__cleanup

are present, they were ran manually. Is there a setting to allow them to run upon the need to run?


ICLE

December 4, 2020 at 1:36 pm

If we make changes to the frequency do we need to restart wordpress to see the changes?


ICLE

December 4, 2020 at 1:38 pm

Is it possible to get someone at EE to login and advise on the settings? We have been suffering for over a month with this.


Tony

  • Support Staff

December 7, 2020 at 4:30 am

Hey, I’ve just been informed that

AHEE__EE_Messages_Scheduler__sending
AHEE__EE_Messages_Scheduler__generation
AHEE__EE_Messages_Scheduler__cleanup

are present, they were ran manually.

Ok, so were they always there or have they been manually added, and then manually run?

Is there a setting to allow them to run upon the need to run?

The only setting needed is setting ‘Generate and send all messages’ to ‘On separate request’ within Event Espresso -> Messages -> Settings

They are added to the WP Cron schedules and then run with WP_CRON.

If we make changes to the frequency do we need to restart wordpress to see the changes?

Sorry, I don’t understand. Changes to which frequency and how would you restart WordPress?

Is it possible to get someone at EE to login and advise on the settings?

Sure, however, last time we logged in there was an issue with an NDA here. I assume that is still valid here?

We don’t keep login credentials for any longer than necessary so we no longer have the credentials you sent over previously, if you can resend temp credentials using this form:

https://eventespresso.com/send-login-details/

I’ll take a look.

We have been suffering for over a month with this.

I’m sorry your running into this issue, but if you take a look at the timestamps within this thread you’ll see I’ve replied to each of your posts within 24hours, mostly within an hour of your previous reply. So the month long delay in fixing this has not been on our end.


ICLE

December 7, 2020 at 7:00 am

I understand about the support issue, we were in a panic trying to shift back to virtual events from live broadcasts. I will provide login credentials today.


Tony

  • Support Staff

December 8, 2020 at 4:18 am

Hi,

Unfortunately, it looks like the password supplied is invalid, can you recheck and resend, please?


ICLE

December 8, 2020 at 8:06 am

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Tony

  • Support Staff

December 8, 2020 at 8:12 am

Hi there,

That’s the credentials I’m using but still getting invalid login.


ICLE

December 8, 2020 at 8:31 am

I logged in twice on a PC win7 chrome. is it throwing you to a page at georgiabar.org/SSO…?


Tony

  • Support Staff

December 8, 2020 at 8:35 am

No, I’m using Win10 with Chrome.

I sent you a screenshot via email showing you the login page I’m using.


ICLE

December 8, 2020 at 9:40 am

I am up for a screenshare if you cannot get in.


ICLE

December 15, 2020 at 1:25 pm

I have sent a way to login through the SSO so the experience will be as it is by any other typical user.


ICLE

December 17, 2020 at 8:00 am

What is the status of accessing my site? What else can I do to facilitate forward motion?


Tony

  • Support Staff

December 17, 2020 at 5:56 pm

Hi there,

My apologies for the delay, I can access the site with the latest credentials.

I had a look at site can see loopback requests are failing on the site, if you look in Tools -> Site Health you’ll see a critical error showing ‘Your site could not complete a loopback request’, which is required for WP_CRON to work.

It could be due to your SSO running and preventing the request from completing or it could be from any number of issues (sessions being opened on each request for example).

First, try adding this to your sites wp-config.php file:

define('ALTERNATE_WP_CRON', true);

That switches WP to use an alternative method for WP_CRON which doesn’t require loopback requests. You need to add the above line somewhere before the line that has:

/* That's all, stop editing! Happy blogging. */

Do messages automatically step through the message queue with the above in place?

You may want to clear out the current AHEE__EE_Cron_Tasks__expired_transaction_check cron tasks before you add the above as you have tasks from over 7months ago that will start running and possibly trigger messages for the registrations they run for (it depends on what status each registration is at).


ICLE

December 21, 2020 at 6:49 am

I cleared the “AHEE__EE_Cron_Tasks__expired_transaction_check” cron tasks and added the command to the wp-config.php file. The messages are still not getting sent.

I searched for:
AHEE__EE_Messages_Scheduler__sending
AHEE__EE_Messages_Scheduler__generation
AHEE__EE_Messages_Scheduler__cleanup
in the Cron Events and could find none.

What is our next step to diagnose and fix this?


ICLE

December 22, 2020 at 7:43 am

What do you suggest now? I would like to have this working before the holidays.


ICLE

January 5, 2021 at 7:11 am

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ICLE

January 8, 2021 at 9:00 am

What is the next step to solve the messages not sending?


Tony

  • Support Staff

January 8, 2021 at 1:12 pm

Hi ICLE,

I logged into the site to check which cron jobs were missing and confirmed the above 3 were indeed missing, so I manually added the AHEE__EE_Messages_Scheduler__cleanup cron tasks and then manually ran the task (which has a check in to confirm the other tasks are set) so that it fixed those 3.

Did you previously completely de-activate and re-active EE4 as mentioned above? Its really rare for all of the message crons to vanish, especially AHEE__EE_Messages_Scheduler__cleanup as that is pretty mush always available.

In any case, the message queue system should now work as expected and automatically send messages for you, can you please confirm if that is the case?


ICLE

January 8, 2021 at 2:10 pm

Seems to be working now! Thanks.


Tony

  • Support Staff

January 8, 2021 at 3:16 pm

Great, I’m going to close this thread for now.

If you have any further issues please feel free to open another.

The support post ‘How can we find out if Firstdata is timing out?’ is closed to new replies.

Have a question about this support post? Create a new support post in our support forums and include a link to this existing support post so we can help you.

Support forum for Event Espresso 3 and Event Espresso 4.
Documentation for EE3 and EE4
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Status: closed

Updated by  Tony 2 weeks, 5 days ago ago

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