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I need help please, support staff

Posted: August 14, 2012 at 5:58 pm


cbeard

August 14, 2012 at 5:58 pm

I am signed up for the VIP program, I still have a support ticket I haven’t used, and I am at my wit’s end trying to fix my class registrations. Parents are emailing me and saying the program isn’t working on my website, and the emailed registrations I am receiving are missing information. I would REALLY appreciate it if someone can contact me asap to get this thing fixed – I am losing business over this. The program ran fine last year, and I did not change the event, except for the start & stop dates. For some reason it is not working this year. It is too complicated to post and ask for help with specific questions – there would be a novel on here. Thank you.


Chris Reynolds

  • Support Staff

August 14, 2012 at 6:02 pm

Have you updated Event Espresso or WordPress since last year? Changing the start and stop dates and keeping the same event is not the best way of using the same event information as a previous event.


cbeard

August 14, 2012 at 6:11 pm

Yes, I actually had the staff there update it for me at the last update a few months ago. Apparently one came out in the past day or so, and no, I do not have that one. Why can’t I just change the dates? Everything else for the class registrations stayed the same. When someone has the time during your regular business hours, I would appreciate a phone call to look at it, and tell me what to do to fix it. I am not a computer programmer, just a volunteer trying to keep the website up and running for a nonprofit. If I need to purchase more tokens, I will.


Chris Reynolds

  • Support Staff

August 14, 2012 at 6:16 pm

Send us your login information via the contact form here: http://eventespresso.com/contact/
Use the option “I am sending login information as requested” from the dropdown menu. We will need access to the back-end of your site to be able to see what’s going on.

If everything from the last event is the same, you should duplicate the event — then change the dates. The reason it is not advisable to reuse the event from last year is that so much has changed in the code since the version we were using a year ago that there may be database fields or other information that doesn’t exist in that event because it was created in the older software. I will not be able to look at this tonight, but I can take a look tomorrow.


Chris Reynolds

  • Support Staff

August 15, 2012 at 12:23 pm

The admin username you sent is coming back with “Invalid username”. Can you doublecheck and resend your info to chris at this domain dot com?


cbeard

August 15, 2012 at 8:53 pm

I re-sent it. Thank you.


Chris Reynolds

  • Support Staff

August 17, 2012 at 1:58 pm

You are using old versions of all the plugins. The latest versions are available to download on your account page.

It also looks like you have several other event calendar plugins either active currently on the site or previously active. If those plugins are active, and they share any common naming conventions for database or function information, then this could cause problems (like information not being stored correctly). I would highly recommend disabling those, especially if you are not currently using any of them.

You are also using the Address Information question group on your event…
event questions
…however, this is unnecessary because all of the questions in this question group are already part of the Personal Information Group (which you’ve renamed to Patron or Parent Information).

personal information
address information

This can — and has in the past — cause issues with the way the data is stored in the database, and cause information to be stored in the wrong columns when the same questions are being asked in multiple question groups (because those questions do not display when there are duplicate questions being used in different question groups).

While the older versions of the plugin are probably not helping things, the real issue, I believe, is the duplicate questions in different question groups. All you should need to do with that is exclude the Address information group from your event since you’re already asking for that information in your Patron/Parent Information group.


cbeard

August 18, 2012 at 12:43 pm

OK, I deleted that question group, and I looked through all my plug-ins, but none of them are marked as needing updating. The issue we are still having is parents click on “the additional attendees” link at the bottom to add students, and it doesn’t go anywhere. Is there a different way to add additional children, or can you tell me why the link is not working?


Seth Shoultes

  • Support Staff

August 20, 2012 at 1:39 pm

Did this get fixed?


cbeard

August 20, 2012 at 1:58 pm

Nope. Parents cannot add additional children. The additional attendees is not working. None of my plug-ins that I can see says it needs to be updated.


Seth Shoultes

  • Support Staff

August 20, 2012 at 2:05 pm

Actually, it looks like you sent us login credentials to the site, but the user name you have provided is invalid.

What is the address to the registration page so we can take a look?


cbeard

August 20, 2012 at 2:19 pm

I emailed Chris directly the new login. The address to the page is:
http://ohmimusic.com/registration/online-registration-2/


Seth Shoultes

  • Support Staff

August 20, 2012 at 6:40 pm

Looking at your site. It looks like you are running an older version of Event Espresso. Is it not possible to update at this time?


cbeard

August 21, 2012 at 8:54 am

While I understand about having updated software, and I will update the program, we were having issues with additional attendees before the new version of WordPress came out. So I don’t think that’s the problem.


cbeard

August 21, 2012 at 9:22 am

I attempted to update Event Espresso, but it would not do it because of a fatal error on line 79.


Chris Reynolds

  • Support Staff

August 21, 2012 at 2:53 pm

@cbeard

A fatal error on line 79 of what? Can you post the exact error message?


Chris Reynolds

  • Support Staff

August 21, 2012 at 3:00 pm

Also, one thing you might try is changing the “Number of students to register” option of “6+” to “6 or more” — + is used in javascript to break up a string and insert a variable or a function and there is a javascript error on the line that handles the add more attendees link on your page. I suspect if there is an issue in the plugin that it is resolved in the updated version, so I would still recommend upgrading before anything else. You may also want to check your /wp-content/uploads/espresso/templates directory and if there are any files in there, rename the folder to templatesOLD.


cbeard

August 23, 2012 at 10:37 am

Again I tried to update to the brand new Espresso, and this is the message that I got:

Plugin could not be activated because it triggered a fatal error.
Fatal error: Cannot redeclare espresso_version() (previously declared in /home5/ohmimusi/public_html/wp-content/plugins/event-espresso.3.1.23.P/espresso.php:35) in /home5/ohmimusi/public_html/wp-content/plugins/event-espresso/espresso.php on line 37


cbeard

August 23, 2012 at 10:38 am

And how does the one-click update work? I have to upload it manually. It doesn’t appear as needing to be updated on my Dashboard.


Seth Shoultes

  • Support Staff

August 23, 2012 at 6:55 pm

you need to deactivate the old version before updating to a newer version. Once you have a newer version installed, you will get update notifications.


cbeard

August 23, 2012 at 7:20 pm

And I deactivated all the Espresso plug ins, tried to install the new one, and I got this:
Unpacking the package…

Installing the plugin…

Destination folder already exists. /home5/ohmimusi/public_html/wp-content/plugins/event-espresso/

Plugin install failed.

Now what? I don’t know where to find that folder, or even if I’m supposed to delete the folder.


Seth Shoultes

  • Support Staff

August 23, 2012 at 8:13 pm

You will need to delete the old version as well. You should be able to delete it from the installed plugins page.

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Support forum for the Recurring Events Manager add-on.
Documentation for Recurring Events Manager Add-on http://eventespresso.com/wiki/recurring-events-manager-add-on/

Status: closed

Updated by  Seth Shoultes 8 years, 5 months ago ago

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