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Incomplete Transactions, Partial Payment via PayPal Pro

Posted: April 27, 2015 at 10:24 pm


Jay Archibald

April 27, 2015 at 10:24 pm

We updated the EE plugin before we were to update WordPress, but ran into errors and were forced to reinstall from our backup in order to get EE working again (migration did not work).

We only want to get EE working again, we are not interested in updating either WP or EE. We are running 4.2.1 WP and 4.4.8 EE. Everything was working just fine until we attempted the update with the failed migration.

Now that we have reverted to this morning’s state, the plugin is no longer in maintenance mode, but transactions are coming in as incomplete.

The first event in the transaction is going through and charged via PPP.
Any subsequent event is not being billed. EE shows they registered for it, but PayPal does not get this and does not bill.

It comes in marked as “Incomplete”

Please advise.


Lorenzo Orlando Caum

  • Support Staff

April 28, 2015 at 9:06 am

Hi, what version of Event Espresso are you currently running on your site?

Also, was it restored via database backup and then you uploaded and activated the prior version as a zip file?


Lorenzo


Jay Archibald

April 29, 2015 at 9:54 pm

Some more information

We run two plugins on our site that utilize IPN’s from paypal. Currently (and since we’ve launched the site months ago) paypal’s IPN is set to the other plugin’s url (http://brewstersociety.com/?listener=EIPN). Even though the IPN was set for the other plugin, this caused no issues for months.

When logging into paypal and checking IPN reports, only the successful ones are shown. It seems like the transactions that are failing/incomplete aren’t even making it far enough along in the process to have an IPN sent back to our site.

We also turned on error logging for EE and have an afternoons worth of failures/incompletes logged.

We are in desperate need of immediate help. Many people are rejected per day.


Josh

  • Support Staff

April 30, 2015 at 7:38 am

Hi Jay,

Before we do anything, we need to know if “Now that we have reverted to this morning’s state” means that you reverted to the database backup prior to running the migration.


Josh

  • Support Staff

April 30, 2015 at 7:58 am

Here’s one thing that I found that may help:

One of the changes that happened from the recent WordPress security fix that’s included in WP 4.1.4 there are new restrictions for saving input fields. This means any fields that have input that goes over their maximum allowed character count will not save correctly.

What this means for the older version of EE that you’re running is there are fields that are going to go over with these new restrictions in place. This will affect the registration info line items sent to PayPal.

There’s a good chance that if you can shorten or remove the text in the ticket descriptions that are over 245 characters this will fix the issue for you.

The tickets that have more characters than the allowed limit are: BKS Member Registration and all of the tickets that start with the word “Classes”. Once you shorten those, WP should allow them to be passed as line items to PayPal.


Jay Archibald

April 30, 2015 at 11:38 am

To reply to your 1st question from this morning about reverting, we went back to the “working version” of EE and WP which was before any EE update or migration attempt. We did not attempt to migrate after we went back.


Jay Archibald

April 30, 2015 at 11:41 am

Josh,

I reduced the BKS Convention and all classes to be less than 245 characters, and we are still not able to complete a transaction properly.

1. Finalize payment fails, a refresh is requested (This registration step could not be completed. Please refresh the page and try again.), then all events are “free” and nothing is charged.

2. An incomplete transaction (#85) shows incorrect info on what I signed up for. It only shows 1 class for $170 (qty 1, line total $170.00), no sales tax, and a transaction total of $335.00.

3. For transaction #84, I went to “apply refund” to cancel a failed transaction (invoice), that resulted in an error “An error has occurred:
Something went wrong and the payment confirmation was NOT resent
EE_Messages_Init – process_admin_payment – 342”

and the amount owed was doubled on the invoice, but in the transactions page, it shows a refund was applied.

4. We have successfully completed 2 transactions (86 and 87), but with a major hurdle – registration fails, asks us to refresh. We don’t refresh, dialog box goes away, then we can submit payment info again and it works.


Jay Archibald

April 30, 2015 at 12:04 pm

Upon closer inspection – #87 is not successful. On the user end, I received “reg status” of approved.
87-22-1-27ec22-1 and
87-20-2-cf03d5-1

When I go to the admin / transactions, #87 is showing complete, but there are no line items listed in Transaction Items, and no payments have been made and the Payment Details is empty. IPN history is not showing any activity since yesterday.


Josh

  • Support Staff

April 30, 2015 at 12:08 pm

So you didn’t have a database backup to revert to?


Jay Archibald

April 30, 2015 at 12:15 pm

We created a database backup right before updating EE, then after the migration failed, we reverted to that specific backup.


Josh

  • Support Staff

April 30, 2015 at 12:47 pm

Hi Jay,

I set up a test site with WP 4.2.1 which has the same security fix that WP 4.1.4 has, and set it up with EE4.4. Then I set up a test event with multiple tickets. I added some description text to both tickets and found the same issues you’re seeing.

Then I removed all the description text from the tickets, and registered again, paid with PayPal Pro, and the payment test passed. So can you try removing all the description text from the tickets? If not, then the other option we can look at is changing some of the field values in the database for the line items.


Jay Archibald

April 30, 2015 at 1:35 pm

That seems to be working.

How do we move forward from here? The event takes place at the end of May, and we can’t afford for payments/ticketing/registration to be down again.

Is it safe to update WordPress to 4.2.2?
What about EE? How can we update it and be guaranteed this won’t happen again?

Finally, we would like to have ticket information, at least some, in the description. It worked before and, while we are pleased the ticketing system is working again, we would like to think of this as a temporary patch.

What path do you recommend that will bring us up to date with WP and have a stable version of EE working with it?

In the end, all we want is a secure site, and if we don’t update EE until after the convention, that’s fine. We just spend a combined 20 hours between myself and the developer getting back to a working plugin and this is not going to happen again.

Jay


Josh

  • Support Staff

April 30, 2015 at 1:44 pm

Hi Jay,

As explained in this post,

http://eventespresso.com/2015/04/updating-event-espresso-compatibility-wordpress/

we advise to avoid updating to WP 4.2 until after you’ve updated to EE 4.6.24.p, which is the current supported version of EE that has all the compatibility issues worked out for WP 4.2.

Since you had some trouble with the migration from EE4.4 to 4.6, I can recommend not running the migration first on the live site. Instead, you can set up a cloned version of the site on another server or elsewhere, and run the migration there first. If you have any trouble with the migration, you can send us a migration crash report and we can investigate.


Jay Archibald

May 5, 2015 at 4:48 pm

Josh,

I have gone ahead and set up a clone of our live site on the same server on a subdomain of the original site.

When I go to update EE, I get this error:

An error occurred while updating Event Espresso: Update package not available.

I went to check my support license key for EE and see it’s currently active for the live’s sites domain.. How can I test out the update/migration like you suggested above with one support license key?


Lorenzo Orlando Caum

  • Support Staff

May 5, 2015 at 8:21 pm

Hi Jay, the support license key will link to a single site at a time. Could you manually upgrade?

Here are the steps that I would follow:

Begin by backing up your WordPress:

http://eventespresso.com/wiki/how-to-back-up-your-site/

Next, download the latest version of your Event Espresso software from your account:

http://eventespresso.com/users/springmountain/#ee4-downloads

Now login to your WordPress admin and go to Plugins. Locate Event Espresso in the list of plugins and deactivate it and remove it.

Then from the Plugins screen in the WordPress admin click on Add New –> Upload. Then browse to the zip file that you downloaded from your account. Select it and begin the upload process.

You can activate Event Espresso after it has finished.

Let us know if you are able to get this running.


Lorenzo


Jay Archibald

May 5, 2015 at 8:54 pm

Hey Lorenzo,

If you check the history of the post you can see that’s what I originally tried.

Our event is annual, and right now happens to be the busiest possible time for people to sign up using EE. We simply can’t afford the site going down again because our migration failed to work.

Josh suggested:

“Since you had some trouble with the migration from EE4.4 to 4.6, I can recommend not running the migration first on the live site. Instead, you can set up a cloned version of the site on another server or elsewhere, and run the migration there first. If you have any trouble with the migration, you can send us a migration crash report and we can investigate.”

I am merely following Josh’s advice, and wondering how to accomplish what he describes.


Tony

  • Support Staff

May 6, 2015 at 6:27 am

Hi Jay,

On your dev/clone site you can manually update Event Espresso using the instructions Lorenzo provided.

Then once you re-activate EE there it will ask you to perform the migrations.


Jay Archibald

May 6, 2015 at 1:55 pm

Thanks Tony, I misunderstood Lorenzo’s post. I’ve manually updated EE on the cloned site.

After manually updating I’ve attempted to migrate to 4.5.0 and still getting stuck at 0%.

I inspected the network requests and it seems the ‘admin-ajax.php’ POST request times out and gives a 404. This request happens right after clicking the “Begin Migration” button.


Tony

  • Support Staff

May 6, 2015 at 2:05 pm

From here on in I think its safe to assume that all testing will be done on the clone site? (Just saves repeatedly posting ‘On the clone site’) Is that ok?

You’ll need to enable WP_DEBUG and retsrat the migrations.

Be sure to have the network monitor open before you start so that you catch admin-ajax.php again, is there an error being thrown?


Jay Archibald

May 6, 2015 at 2:25 pm

Alright I’ve enabled WP_DEBUG, WP_DEBUG_LOG and restarted migrations.

Making sure that the network monitor was open I tried to migrate again.

Still the same 404 on admin-ajax.php, although no debug.log was created and no errors were reported. Just hanging at 0%. Here’s the HTTP requests starting with the first one after clicking “Begin Migration”

`{
“log”: {
“version”: “1.2”,
“creator”: {
“name”: “WebInspector”,
“version”: “537.36”
},
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“id”: “page_5”,
“title”: “http://dev.brewstersociety.com/wp-admin/admin.php?page=espresso_maintenance_settings”,
“pageTimings”: {
“onContentLoad”: 4349.240064620972,
“onLoad”: 4729.830026626587
}
}
],
“entries”: [
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“startedDateTime”: “2015-05-06T20:18:39.722Z”,
“time”: 134074.6099948883,
“request”: {
“method”: “POST”,
“url”: “http://dev.brewstersociety.com/wp-admin/admin-ajax.php”,
“httpVersion”: “HTTP/1.1”,
“headers”: [
{
“name”: “Pragma”,
“value”: “no-cache”
},
{
“name”: “Origin”,
“value”: “http://dev.brewstersociety.com”
},
{
“name”: “Accept-Encoding”,
“value”: “gzip, deflate”
},
{
“name”: “Host”,
“value”: “dev.brewstersociety.com”
},
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“name”: “Accept-Language”,
“value”: “en-US,en;q=0.8”
},
{
“name”: “User-Agent”,
“value”: “Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9_5) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/42.0.2311.135 Safari/537.36”
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“name”: “Content-Type”,
“value”: “application/x-www-form-urlencoded; charset=UTF-8”
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“name”: “Accept”,
“value”: “*/*”
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“name”: “Cache-Control”,
“value”: “no-cache”
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“name”: “X-Requested-With”,
“value”: “XMLHttpRequest”
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“name”: “Referer”,
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},
{
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“value”: “http://dev.brewstersociety.com”
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Tony

  • Support Staff

May 6, 2015 at 2:34 pm

Would it be possible for me to take a look at this?

If so please please send temporary log in details using this form:

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


Jay Archibald

May 6, 2015 at 2:44 pm

I’ve filled out and sent the form. Thanks for your help.


Tony

  • Support Staff

May 6, 2015 at 2:56 pm

I ran the migration to see if I could capture any errors and it did complete – http://take.ms/NuB7E

However I suspect the site is running out of memory. Looking through the system information I can see the site is running on 40MB of RAM, can you run through the steps here:

http://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP

An increase this limit, I would recommend using at least:

define( 'WP_MEMORY_LIMIT', '96M' );

Then continue with the migrations and see if they complete.


Jay Archibald

May 6, 2015 at 3:54 pm

Thanks for the info Tony, I’m going to go ahead and up the memory limit to 96M like you’ve suggested… But first I’m going to restore the cloned site to a backup and try to migrate myself and see if that works… Just to make sure nothing goes wrong on the live site.

Just for reference, what browser were you using when you successfully migrated? Thanks.


Jay Archibald

May 6, 2015 at 6:31 pm

After restoring from a backup, I was able to successfully migrate to 4.5.0 and then 4.6.0.

I followed your instructions of changing the wp memory limit to 96M, but I was only able to successfully migrate using Firefox, instead of chrome (which wouldn’t work)

For the record, I’m running os x 10.9.5, chrome 42.0.2311.135 (64-bit), Firefox 37.0.2

Thanks for your help.


Tony

  • Support Staff

May 7, 2015 at 7:12 am

Hi Jay,

Thanks for the info, strangely I am using Chrome Version 42.0.2311.135 (64-bit) although I’m running Windows.

I’m glad you were able to migrate your data after upping the limit.

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