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Lengthy delays in 'Finalizing Registration'

Posted: January 31, 2019 at 4:22 am


Joy

January 31, 2019 at 4:22 am

We’re experiencing very lengthy delays once clicking on ‘Finalizing Registration.
Users experience a blank page for some minutes before the successful registration notice appears.
Then it seems to take about 7-10 mins for the registration approved email to land in their mailbox.
The site link is https://www.becentre.org.au/wp-admin/admin.php?page=espresso_events&action=edit&post=3389&edit_nonce=33d7db40a4 or
https://www.becentre.org.au/events/i-will-be-an-artist/
We recently added both the Ticketing Add-on and Waitlist Manager.
Appreciate your help asap.


Josh

  • Support Staff

January 31, 2019 at 11:43 am

Hi,

May I ask does the site speed up if you temporarily deactivate the Wait List add-on?

With regards to the 7-10 minute delay for the emails, that’s normal because emails are handed off to a background process where they get scheduled to send within the next 15 minutes or so.


Joy

January 31, 2019 at 2:08 pm

Josh, thanks.
I’ve deactivated the Wait List add-on.

When I registered, once all info was inputted and pressed the ‘finalising registration’ button, it jumped back to the top of the page and after a minute or two I got the following message on booking screen – see attached.

Is this normal? Never had it before we added the Ticketing Add-on plugin. Or is it now standard.

Screen Shot 2019-02-01 at 8.00.27 am.png


Josh

  • Support Staff

January 31, 2019 at 2:16 pm

The minute or two is not normal, but I can’t see a screenshot of your message.


Joy

January 31, 2019 at 2:28 pm

Help, how do I add the screenshot in here?


Joy

January 31, 2019 at 3:54 pm

https://drive.google.com/file/d/1qUB4nMcGxMaHFXZi2PI4CDH56C5DhiXO/view?usp=sharing


Josh

  • Support Staff

January 31, 2019 at 5:15 pm

The message in the screenshot is normal, but the time it’s taking before the message is displayed in not normal. May I ask which payment method was selected before you clicked on the Finalize Registration button?


Joy

January 31, 2019 at 8:58 pm

Josh, there’s no payment method as it is a free admission event.
All I did is select price 0 and stated it is free admission, so it’s showing 0AUD.
Is there something else I should have done?
BTW our paid events are usually through eWay.
This is the first event we’ve held since launching our new website. I hope that isn’t part of the problem.


Josh

  • Support Staff

February 1, 2019 at 6:56 am

To be clear, when you mention there’s a new website, does that mean that there were no delays on Registration Checkout with the old site?

If so, may I ask what are the differences between the new site and old site? For example is the new site on a new web host, is there a new theme, or new plugins that were not on the old site?


Joy

February 1, 2019 at 11:13 am

Yes – no delays in registration checkout on old site.

The new site uses a new custom theme and uses SiteOrigin Page Builder.

New plugins are mainly related to SiteOrigin eg widgets, etc.


Josh

  • Support Staff

February 1, 2019 at 12:37 pm

So either of those might be slowing things down, but was there also a change to the web host?


Joy

February 1, 2019 at 12:42 pm

Thanks.
No, no change to web host. We actually increased our plan with web host to allow for the increased web traffic we’ve experienced since major TV and other programs promoting our purpose.
In fact, we’ve asked another developer who was involved in our previous website to undertake a health check of the whole website as we’re very concerned. Will share with you the outcome.
Josh, any other suggestions would be helpful.
Thank you for your help it’s been very useful.


Tony

  • Support Staff

February 4, 2019 at 10:10 am

Something else to check is to disable the emails and run a registration.

Go to Event Espresso -> Messages -> Settings

Under the email tab, click the Green toggle switch to disable all emails.

Now in another tab, run a test registration and finalize, is it quicker?

If it is, it could be an issue with the mail server you are using.

On the setting page I mentioned above, enable the emails again and check what the ‘Generate and send all messages:’ setting is set to.

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Status: closed

Updated by  Tony 2 weeks, 3 days ago ago

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