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Jenna Hines
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March 2, 2015 at 2:26 pm
Hi,
On https://dawesarb.org/learn/calendar/ we’re having some major issues with any event that requires payment. In the final step of the registration process where you enter payment.
Here’s what’s happening: users enter their credit card information and hit “submit” and an error occurs. Then they hit either refresh or the back button and it takes them back to the beginning of registrations, clearing all the information they’ve entered. It also records their info on our end, but because it wipes everything out on the frontend, users are trying to enter their information several times, resulting in multiple submissions on the backend but no final registrant signed up for that particular event.
This is extremely frustrating to us and users. Any help you can provide would be greatly appreciated.
Thanks
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Lorenzo Orlando Caum
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March 2, 2015 at 2:59 pm
Hi,
You mentioned that this happening for all events that require payment. Is this an existing merchant account or one that was recently opened?
Which payment gateway is in use?
If this is an existing merchant account (i.e. payments were working before and recently stopped) then there may be a problem with your payment gateway credentials. Please double-check the credentials that are in use to ensure that they are for live mode.
If possible, also regenerate those payment credentials via your merchant account and then update them in the payment settings for your payment gateway within your WordPress dashboard.
Next, please also backup your site and update to the current release of Event Espresso 3:
https://eventespresso.com/wiki/change-log/
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Lorenzo
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Jenna Hines
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March 2, 2015 at 9:29 pm
Hi Lorenzo,
We are using Authorize.net as the payment gateway. This is an existing account we’ve been using for years without change. The credentials are for live mode. We will try regenerating the credentials and updating the payment settings.
Thanks
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Dean
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March 3, 2015 at 1:32 am
Hi,
You have a lot of modified templates. Please can you (temporarily) rename the wp-content/uploads/espresso/templates folder.
This will STOP your modifications from working. Please then test a registration to see if the issue persists.
My thinking is that sometimes when the EE3 plugin is updated a slight change in the core plugin can throw a modification out of line causing issues. If we can confirm whether your modifications are the source of the issue or not, it will help us narrow down the problem.
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Jenna Hines
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March 3, 2015 at 3:41 pm
Hi,
We renamed the templates files per your instructions, and now we’re getting this error on every page:
Warning: require_once(/wp-content/plugins/event-espresso/templates/widget_upcoming.php) [function.require-once]: failed to open stream: No such file or directory in /wp-content/plugins/event-espresso/includes/functions/main.php on line 1194
We used the “rename template folder” from the template settings page in the backend. (We’re doing this on our dev site so we don’t affect the live site). Any help you can provide would be greatly appreciated.
Thanks
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Jenna Hines
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March 3, 2015 at 3:44 pm
Also, when we look on the backend of our dev site: dawesarb-dev.org it’s saying that this is the version of EE installed: Version 3.1.36.6.P but there’s no update available. Yet on production, we see this update: 3.1.37.0.P is available.
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Lorenzo Orlando Caum
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March 3, 2015 at 4:58 pm
Hi, your support license enables support services on your site. If your live/production site is active, then the development site won’t receive updates. You can manually update that site:
https://eventespresso.com/wiki/updating-event-espresso/#update_manually
Also, since you are working on the development site, lets focus on troubleshooting there.
Are there any error messages that appear when you try to submit an order with Authorizenet?
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Lorenzo
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Jenna Hines
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March 6, 2015 at 12:09 pm
Thanks – that helped and things seem to be working properly now. We appreciate your help.
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Lorenzo Orlando Caum
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March 6, 2015 at 1:13 pm
Thanks for the update Jenna. Enjoy your weekend.
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Lorenzo
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