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License key problem

Posted: May 17, 2018 at 4:57 am


OLG Multimedia

May 17, 2018 at 4:57 am

Hi,
I’m reaching you now as I didn’t get any answer via email.
Your help regarding my last email (below) is becoming very urgent as our event is getting near (less than 2 months).

Could you please help us solve our issues:
FYI if images are missing please refer to my email dated 10th May 2018 – 2.48pm Brisbane time to Tony Warwick (support@eventespresso.com)

Email content:
Thanks a lot for this Tony,

I have 2 more questions for you:

Unfortunately I’m not able to enter the license key in the new instal as I can’t see the license key section:

PastedGraphic-4.png

Also while setting up the parameters in the new install I’ve noticed that some of the Registration Form’s questions appear more than once and as they are system question I apparently can’t delete them:

PastedGraphic-5.png

I thought these problems could be related to a “bad” install so I’ve downloaded the latest version of the EE4 core files and installed them but this does’t change anything.

Question 1: Any ideas why this is happening and how to fix this?

Also, we decided to split the website this year as we’ve had a lot of connection’s problems last year.
Basically the festival attracts roughly 30 000 people over 2,5 days so we get a lot of visits on the main website prior and during the festival. Last year we decided to implement online ticketing (for entries and masterclasses) with ticket scanning using EE4 to minimize waiting at the gates.
But even if only a portion of the tickets were bought online (about 2000 including 3day passes) most of the time we were unable to scan the tickets onsite (using connected iphones and ipads) as the connection/communication between the devices and the server were too slow defeating the purpose of quick ticket scanning.

Unfortunately I only have been made aware of this problem after the festival so I was not able to check if both the website and ticketing were slow (or only one of them) or even check if the problem was simply coming from a slow internet connection using the devices but in order to avoid the problem happening again we diced to split the website and the ticketing.

Question(s) 2: Do you think “splitting” using a multisite install will help? Or should we install the ticketing on a separate hosting altogether?
In this regard have you had or have you heard of similar EE4 problems in the past? Would you recommend any specific hosting ? We are hosting on a shared hosting in Australia but maybe something like Amazon Web Services would be better?

Waiting for your input.
Thanks a lot for your help.

Cheers
olivier


Tony

  • Support Staff

May 17, 2018 at 5:12 am

Hi there,

I’m sorry you didn’t receive my reply, however I did reply to your email on May 10th – http://take.ms/HwinX

I’ll will add the reply here to be sure:

—-

Unfortunately I’m not able to enter the license key in the new instal as I can’t see the license key section:

This usually means you are using WP Multisite, if so the license key field will only show on the main site within the network.

Question 1: Any ideas why this is happening and how to fix this?

No but we’ve seen that happen a couple of times and it looks like something is happening server during the request EE uses to confirm the tables are correct and so it recreates the system questions, we have an open ticket to investigate but without a known cause it’s not something we can prevent.

Re-installing Event Espresso’s plugin files will not fix the problem as the questions are stored within the database, replacing the files doesn’t alter the DB, do you have all of your events etc setup and is the site live? One way to fix it is to reset EE’s tables but it will also remove all events, registrations, transactions, settings etc.

Another option is to manually fix the tables within the DB but that depends on if you are comfortable editing tables and if the site is live or not.

Question(s) 2: Do you think “splitting” using a multisite install will help? Or should we install the ticketing on a separate hosting altogether?
In this regard have you had or have you heard of similar EE4 problems in the past? Would you recommend any specific hosting ? We are hosting on a shared hosting in Australia but maybe something like Amazon Web Services would be better ?

Shared hosting isn’t really suitable if your running high traffic and want to make sure your response times are as low as possible (as you do with your ticket scanning). When you are on shared hosting the server’s resources are split between all sites on that server, if one other site is under load it slows your site down, you’ll likely also find the host limits the resources available for each individual site.

I’d recommend switching the site you are hosting EE with onto a VPS or better, share hosting is fine for lower volumes but even if you get a large group of registrations you need to process quickly (a large single event for example), shared hosting is going to fail.

Running WP MultiSite on a shared hosting package will not help at all, you’re still sharing the resources with everyone else but adding more complexity to your site as your using WPMS.

As for hosting recommendations, we don’t really recommend any specific hosts as there’s so many to chose from (although we do list some hosting providers that user have has success with HERE) its often down to personal choice although ‘cheap’ will likely not be any good for large events.


OLG Multimedia

May 17, 2018 at 5:49 am

Thanks Tony for you quick reply.

Sorry I missed your previous reply.

Q1:
The event’s website is live but the ticketing site (using EE4) is not yet (supposed to be live this week…)
Of course, I’ve done some setup on it already but nothing major I suppose (no registrations nor transactions) so it might be safe/easier to edit the tables if you can “guide” me through it as it will avoid me doing all the setup again.
Which tables am I supposed to edit and what should I be looking for?

Q2:
I thought that the share hosting might be a problem too.
But could you please give me the link to your hosting providers’ list again as it lost the link in your email

Thanks again for your help.

Cheers
olivier


Tony

  • Support Staff

May 17, 2018 at 10:07 am

Q1:
The event’s website is live but the ticketing site (using EE4) is not yet (supposed to be live this week…)
Of course, I’ve done some setup on it already but nothing major I suppose (no registrations nor transactions) so it might be safe/easier to edit the tables if you can “guide” me through it as it will avoid me doing all the setup again.
Which tables am I supposed to edit and what should I be looking for?

So you don’t have any custom questions or question groups created within EE?

If not then backup the database before going forward and rename the {pefix}_esp_question, {prefix}_esp_question_group and {prefix}_question_group_question tables to something else (I would prefix_temp to each table).

Then refresh the WP-Admin table or visit Event Espresso -> Registration form.

EE should regenerate the original tables with the correct single questions and recreate the tables for the group assignments.

(The reason you’re renaming the tables rather than dropping them is so you can easily revert if there is a problem)

After doing the above run a full test, register on an event from start to finish and confirm there are no issues, if there are the safest option will be reset EE and start from fresh.

Q2:
I thought that the share hosting might be a problem too.
But could you please give me the link to your hosting providers’ list again as it lost the link in your email

https://eventespresso.com/requirements/#hosting


OLG Multimedia

May 18, 2018 at 12:44 am

Thanks for your reply,

“So you don’t have any custom questions or question groups created within EE?”:
Yes I did in the previous install but as mentioned in my first email everything appears twice in the Form’s settings/questions,… so I could not re-create the questions.

I’ll have a ggod look at your hosting list. Thanks.

Cheers
olivier
Once everything is fixed I can edit these again (I hope…)


OLG Multimedia

May 18, 2018 at 10:38 pm

Hi Tony,

Just following up.
I did “clean” the database tables but then unintentionally reset all data instead of the tables data only 🙁
Well… this fixed the problem.
FYI I thing the problem occured because I first network activated EE then de-activated it the only activated it on the sub-site where I need it.

I’ve now redone all customizations and everything seems to be working perfectly.

The only thing is that, as you mentioned I can’t enter the EE Key in the sub-site, only in the network site but I can’t access EE from the network site (only from the sub site where EE is active).
Do you have any suggestion?

I suppose I’ll be able to manually update EE4 but that’s not very handy.

Thanks again.

Cheers
Olivier


Tony

  • Support Staff

May 21, 2018 at 5:18 am

FYI I thing the problem occured because I first network activated EE then de-activated it the only activated it on the sub-site where I need it.

Thank you for the additional info, I don’t think this is a WPMS specific issue as we’ve seen it happen on single site installs but we can investigate this further.

The only thing is that, as you mentioned I can’t enter the EE Key in the sub-site, only in the network site but I can’t access EE from the network site (only from the sub site where EE is active).
Do you have any suggestion?

Currently, EE will only show the license key field on the main site, so if you want to use one-click updates you’ll need to activate EE on the main site and enter the key there.

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Updated by  Tony 4 months, 1 week ago ago

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