Support

January 27, 2016 at 1:24 pm

Can you triple check with WPEngine and ask them to verify that the following URLs on your site are set to no cache?

/annual-conference/
/annual-conference/registration-checkout/

January 27, 2016 at 2:25 pm

Is that actually verification that /annual-conference/registration-checkout/ is set to no cache?

January 27, 2016 at 2:58 pm

Hi Valorie,

I’m not familiar with varnish caching but it looks like your registration checkout page and other pages may be nested.

Generally, they are their own parent pages.

Could you try moving them from under the annual conference page to see if that changes anything?

—
Lorenzo

January 27, 2016 at 4:54 pm

No not necessarily because it will only affect those that get the stale cache. It might be a good assumption that removing the nesting might help in this case.

January 27, 2016 at 5:15 pm

If it is a caching issue on the server side, it will not help if the person having issues clears their browser cache. Those are two different things.

Lorenzo has a good recommendation there to try unnesting the registration-checkout page. Can you unnest that one page?

January 29, 2016 at 2:59 pm

Hi Valorie,

Normally these issues are caused by caching. We can try to assume for now that it’s not caused by caching and look at two other possibilities: 1) Another plugin as a contributing factor, or 2) they’re running out of time when they fill out the registration form. The way forward to troubleshoot these is 1) deactivate all of the other WordPress plugins, if no more complaints, then you reactivate the plugins one by one until things break again.

For #2, you can add the following code to your site to extend the amount of time limit for the registration session.

function espresso_set_session_lifespan() {
    return 120 * MINUTE_IN_SECONDS;
}
add_filter( 'FHEE__EE_Session__construct___lifespan', 'espresso_set_session_lifespan' );

You can add the above to a functions plugin, then activate the plugin, or into your WordPress theme’s functions.php file.

Also, I’m getting some issues with people trying multiple times. I now have a person that shows up in the dashboard with status “Pending Payment” but the transaction shows as successful?!

For that issue, you can contact WPEngine support and request that they allow the WordPress Heartbeat API scripts to load on the Thank You page. There’s more details about that here:

https://eventespresso.com/wiki/setup-wpengine-hosting-event-espresso/#heartbeat

February 8, 2016 at 6:08 am

We often see users on WPEngine reporting that they have contacted support and been told that the site is not caching, only for us to view the headers and find the page is still being served from cache. Here is a quick example:

https://eventespresso.com/topic/ee3-to-ee4-upgrade-errors-and-cart-always-empty/

This is why we ask to check multiple times that WPEngine has set the pages to be excluded from caching.

I did take a look over your site and can’t see any signs of caching within the headers of the registration pages (note this does not actually mean that the page aren’t being cached, it should, but not always)

The Heartbeat API has been enabled since I started this thread.

When I run a registration on your site and select cheque, on the thank you page I get this – http://take.ms/w6Usn

The transaction info should load in that section and it should disable instructions for your cheque payment method, however that won’t happen if heatbeat is not enabled.

I did however manage to run into the same problem your users are reporting but it is unclear why it happens. It seems something is clearing the session at random times, I’ve varied my registrations across different lengths of time, most of them work but some did not.

If you load up something like wp control is there a cron setup in the list to do any kind of cleanup?

One issue I did notice on the site although it should not really be connected to this it would be good to rule out. The S3 Media Meastro plugin is loading resources over HTTP when the page is HTTPS – http://take.ms/gMCEq

February 9, 2016 at 7:13 am

I also confirmed again with WPEngine that the heartbeat API is already enabled on this site. They moved it up in the configuration in case that was causing the issue.

Did they enabled it site wide or only on their ‘blessed’ pages? (Likely the latter) the reason I say that is heatbeat.min.js is not loading on your thank you page.

This is your site – http://take.ms/X0oBS

My test site – http://take.ms/MQrLq

This usually happens on WPEngine because they disable heatbeat on all but a few pages and the admin. Can you try adding the function available here:

https://eventespresso.com/wiki/setup-wpengine-hosting-event-espresso/#heartbeat

To either your themes functions.php file or a Site Specific Plugin

Also did you add the code Josh posted previously to ensure the session time was correct?

February 19, 2016 at 12:34 pm

Hi Valorie,

You can still ask WPEngine to allow the Heartbeat API script to load on your site’s Thank You page.

Here’s a screenshot taken from the web inspector that shows where the Heartbeat API script should normally appear on your site. You’ll note that it’s missing from the list.

For your (and WPEngine support’s) reference, here’s a screenshot that shows where the heartbeat script normally appears in the list of script resources on the Thank You page.

February 19, 2016 at 6:12 pm

EE sets its scripts to load on the Thank You page. When they’re not loading there, then something may be blocking them. Can you push the current site to a staging site on (that’s standard for WPEngine), then send us credentials for the staging site so we can investigate further?