Support

May 5, 2015 at 2:53 am

Hi Alexander,

‘Failed’ transactions themselves do not indicate problem.

The users that reported issues with payments, did they mention any errors being displayed?

When they say payments didn’t work for them, how exactly? Were they directed to Mijireh but could not pay then? Or did the payment actually go through but EE not update?

May 5, 2015 at 3:06 am

You can check the servers error log, this is usually in the root of your site and a file called error.log

A failed transaction is not the same thing as a failed payment. Failed transactions are created as soon as you select your tickets and are updated as soon as you enter you attendee details (they update to ‘Incomplete’)

By the time the user has selected their payment type, the transaction should no longer be failed.

Do you have a test event I can view?

May 5, 2015 at 3:43 am

I ran a registration and stopped at the Mijireh page for making a payment.

If you look within Event Espresso -> Registrations. You should find my registration there.

Can you check to see what the registration and transaction status is please?

May 5, 2015 at 3:50 am

That’s the expected behaviour for those kinds of registrations.

I can see your running varnish, but EE appears to be set to be excluded from page caching, are you using any object or database caching?

May 5, 2015 at 5:45 am

Hmm ok.

If we can switch Mijireh into test mode I can make a test payment and see if any errors are thrown, although it sounds like it will be unlikely if you’ve already tested it.

Basically we need to know what error is thrown, and when.

With Mijireh although the page looks like it is your own site, Mijireh ‘Slurp’ your payment page to make their payment page look the same as yours. So if errors are being thrown AFTER they select Mijireh and try to make a payment, then it is Mijireh that is throwing the errors, we can help narrow this down, but we need to know the errors to do so.

If however the user is able to Pay, is being re-directed back to your site and then they see an error, that it likely something being thrown by EE itself, which again we can help troubleshoot but not without knowing the error.

Caching often casues problems as non of Event Espresso’s data can be cached, it is all dynamic. If the pages, objects or database queries are cached you will run into issues, so its best left disabled (or set to exclude EE) but in this case I would recommend disabled until registrations are over and this can be addressed without disrupting users.

As mentioned ‘Failed’ transactions do not actually indicate a problem at all. For example, open up Event Espresso -> Registrations in one tab, in another Event Espresso -> Transactions.

In yet another tab go to your event select some tickets (say 7) then click register.

Now refresh the Registrations and Transactions tabs, you’ll find 7 Incomplete registrations and 1 Failed transactions (for the 7 registrations)

As you add details of the attendees, those are updated and are no longer Incomplete/Failed.

However if a user does select tickets and then closes the browser, they remain that way.

May 6, 2015 at 7:35 am

Hi, your site appears to have a different domain for the resources when viewing the page source. I see this domain appearing:

http://xn--rc-kka.dk

However, this is your website domain in my browsers address bar:

http://ørc.dk

Could you clarify on that?

If this is domain masking or domain forwarding, then please turn that off.

—
Lorenzo

May 6, 2015 at 8:00 am

That is interesting! I haven’t seen that before. Last week you mentioned that this was working and when I tested it was also working:

https://eventespresso.com/topic/nothing-in-your-event-queue-12/#post-153738

What has changed since then?

—
Lorenzo