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WEMconference
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July 1, 2021 at 10:06 am
Hi, My client is receiving a lot of declined payments recently https://www.screencast.com/t/XkF4k7CF also 2 of the declined orders have disappeared since……https://www.screencast.com/t/HWLAFKhHXAV4, https://www.screencast.com/t/sZK7Qda7gvdT, can you help please, perhaps by testing for us
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Seth Shoultes
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July 2, 2021 at 12:21 am
Hi there,
In the first screenshot you shared, I can see a message that says there has been a critical error on your website. Are you able to pull error logs from the server to see what the error is?
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Tony
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July 2, 2021 at 8:07 am
Hi there,
Are there any other errors in that file? Can you send it over to support@eventespresso.com so I can take a look?
The errors posted aren’t related to Event Espresso, but may well prevent payments from working if they are being thrown on the requests.
Something within your child theme’s footer file (Zephyr-child/footer.php) is calling a function that doesn’t exist, us_load_template().
You’ll need to contact the author of the theme to narrow this down more, it looks like the function were removed from the theme and into a plugin, see:
https://help.us-themes.com/impreza/us-core/
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WEMconference
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July 2, 2021 at 12:47 pm
Hi the hosts said this
Hi there,
Thank you for providing this information.
I can see the below php fatal errors on 1sy July. There is no other indication of any issue I can see via our logs.
Let us know f you have any further questions.
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Tony
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July 6, 2021 at 6:32 am
So they are saying there are no other errors? That doesn’t make much sense from your screenshots, so let’s break them down a little to try and get a better idea of what is going on.
My client is receiving a lot of declined payments recently https://www.screencast.com/t/XkF4k7CF
That looks like it’s a screenshot of the ‘My Events’ section from the WP User integration add-on, is that correct?
The critical error being thrown there is within the actions section, but that doesn’t relate to the footer.php file at all, so there should be another error being logged for that section.
also 2 of the declined orders have disappeared since……
Disappeared from where? The registration list table in the admin?
If so, what details do you have from those? (I’m assuming you have some details to know they are missing)
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https://www.screencast.com/t/HWLAFKhHXAV4
https://www.screencast.com/t/sZK7Qda7gvdT
The first screenshot shows me the Registration list table, but what should I be looking at from that table? Based on the second screenshot I’m guessing its to show that registration 9493 is incomplete?
Go to Event Espresso -> Payment methods -> logs.
In the list there, find the logs for TXN 4279 in that table and click on the ID’s to the left, do they show are any errors there?
If unsure I can take a look at the payment logs for you but will need temp login details which you can send using this form:
https://eventespresso.com/send-login-details/
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