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Large number of registrants not able to pay.

Posted: February 26, 2014 at 10:26 am


expfarm

February 26, 2014 at 10:26 am

We’ve received more than 700 registrations for our event, but as many as 110 of those we unable to pay.

The registration has multiple options, using the Cart system.

How can I trouble shoot this to determine where the issue is?

We have received payment from the other 600 or so registrants. So the system works… mostly.

Thank you for your help.


Lorenzo Orlando Caum

  • Support Staff

February 26, 2014 at 12:46 pm

Hi Brandon,

Sorry to hear that you are having trouble with accepting payments. Did any of your members share any information about any errors that may have appeared?

Could you please link to your event so I can take a closer look?


Lorenzo


expfarm

February 27, 2014 at 10:11 am

Event address:
http://NCNG.meetingservicesinc.com

I did not receive any information other than some folks appear to have had difficulty. Thus far I’ve been unable to reproduce their issues.

Thank you for your help!


expfarm

February 27, 2014 at 1:20 pm

It would be VERY helpful if when reviewing registrations we could see which attendees had registered as a group.


expfarm

February 27, 2014 at 1:25 pm

UPDATE: Nevermind, I found where it lists the group of attendees together…


Tony

  • Support Staff

February 27, 2014 at 1:55 pm

Hi Brandon,

I’ve been looking into this but unfortunately without any errors to follow there is not all that much we can do currently.

Can you see the registration for the users that are having an issue within the Attendee list?


expfarm

February 27, 2014 at 2:09 pm

FAA has had more issues with registrants not showing up in the attendee list. I tweaked the settings a bit this morning, and since we’ve had 33 registrations successfully go through.

I’m with you though, without error messages, I’ve no idea what went wrong or why.

Is EE4 more stable than EE3 (not that I’ve had many issues with EE3). I’m wondering when we should bring this client up to the newest version.

I also began to suspect that the Templates may be out of sync with the version of EE3 we’re running, so I updated that as well this morning.

I saw your registrations on both sites. Thank you for testing that for us. We really appreciate your help.


Tony

  • Support Staff

February 27, 2014 at 2:53 pm

Its possible to check the log files for errors from the payment gateway which may help narrow down the issue.

You need the Registration ID for a registration that is having issues (Check the attendee list). Then open up wp-content/uploads/espresso/logs/espresso_log.txt

Search the file (it will likely be large) for the Registration ID. You should find something similar to this:

[ 2014-02-27 12:49:58 ]  payment_page.php  -> event_espresso_pay Payment for: Warwick, Tony|| attendee_session id: fovnqqqjob4vo5ko2ckc2gt7q2-530f84f00c05a7.69604088|| registration id: 333-530f88a64098f|| transaction details: a:2:{s:10:"r_approved";s:7:"FAILURE";s:7:"r_error";s:18:"Could not connect.";}

Which ‘may’ give some more information as to possible issues. (The above shows the gateway could not connect as I have it locally to test)

I also began to suspect that the Templates may be out of sync with the version of EE3 we’re running, so I updated that as well this morning.

It is possible, any modifications to templates ‘can’ cause issues, it all depends on what is modified and how far back the templates are.

Is EE4 more stable than EE3 (not that I’ve had many issues with EE3). I’m wondering when we should bring this client up to the newest version.

EE4 is vastly different from EE3 and is set to be much more powerful, it is fairly stable but as it is currently in Beta, has some issues of its own. I think the best advice I could offer currently is to download and install it locally, create an event and see it will suit your needs at this time.

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Updated by  Tony 5 years, 9 months ago ago

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