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chocolate
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March 7, 2018 at 10:24 am
Hi Event Espresso,
Upgraded my site to the higher php which thankfully took care of the problem where no aol email users received tickets. Thought you would want to know that in case anyone else has the same problem.
A few questions:
During the transfer I lost 185 tickets. I was able to find them and write them down, but is there a way to transfer them over? It’s going to be a hassle during check-in to find all of these on a sheet of paper.
Also, I was trying to declutter and get ride of all those pending and incomplete registrations but it is an incredibly tedious process. You mentioned setting a date range and deleting 100 at once, but something is wrong and when I click on date range nothing happens. Have tried multiple browsers, restarting computer, etc. but nothing works. How can I quickly get rid of these? Is there a way to not see all this mess? I would like to cleanly be able to see the current tickets sold without multiple clicks to get to the info.
Next, because there is no easy way to create complimentary tickets (this is a true deficit), I created a promo code while I ran some comps and then removed the code and deactivated the plug in. Yet the submit promo code box still appears during registration which is causing multiple emails and calls from folks wanting a code. Can you please help me get rid of the box?
And lastly, the tickets sold when in wordpress do not match up with the ticket app. I have taken into account the missing tickets from the transfer, but they still do not match up. Very concerned about this affecting check in. Why would this be? Are tickets that I issued for $0 not counted?
Is there a way to see different types of tickets and their counts in the check in app? I would like to know how many VIP tickets have been sold without logging into wordpress and all that entails to get to the information.
Thank you,
Deborah
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Josh
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March 7, 2018 at 11:19 am
Hi Deborah,
During the transfer I lost 185 tickets. I was able to find them and write them down, but is there a way to transfer them over?
No.
You mentioned setting a date range and deleting 100 at once, but something is wrong and when I click on date range nothing happens.
Since you can’t set a date range on the Event Espresso > Registrations page, that sounds like you’re on the Event Espresso > Transactions page. Try trashing the registrations on the Event Espresso > Registrations page.
Next, because there is no easy way to create complimentary tickets (this is a true deficit), I created a promo code while I ran some comps and then removed the code and deactivated the plug in. Yet the submit promo code box still appears during registration which is causing multiple emails and calls from folks wanting a code. Can you please help me get rid of the box?
You can get rid of the Promotions box by deactivating the Promotions add-on. When the promotions add-on is activated, the promo box will be displayed.
The easy way to create complimentary tickets is use the Admin Only tickets Add-on:
https://eventespresso.com/wiki/manually-add-registrant-wordpress-dashboard/#admin_only_tickets
And lastly, the tickets sold when in wordpress do not match up with the ticket app. I have taken into account the missing tickets from the transfer, but they still do not match up.
The count in the ticket app should actually match the Registration Approved total count. Tickets sold can be a different amount.
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chocolate
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March 7, 2018 at 11:26 am
Hi Josh,
Thank you for the quick reply.
Not only is the promo plug in deactivated. When that still didn’t remove it I deleted that plug in. But the box is still there. Not sure how it is possible, but nevertheless it is there and causing me grief.
I can’t set a date range in the registrations only which means I need to do 10 at a time. there are hundreds and hundreds. Any other ideas?
Any what is the difference between tickets sold and approved? Also what are the reserved tickets? Can’t figure that either.
Thanks,
Deborah
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Josh
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March 7, 2018 at 11:51 am
Hi Deborah,
Maybe you can post a link to a screenshot of the promo box? The reason I ask is because I checked your site and I do not see a promo box there.
I can’t set a date range in the registrations only which means I need to do 10 at a time. there are hundreds and hundreds.
You can change the pagination setting from 10 to a higher number (like 100). On the Event Espresso > Registrations page you click on the Screen Options tab (upper right corner of the page). Then you change the Pagination setting to a higher number, then save.
Any what is the difference between tickets sold and approved?
A sold ticket is a ticket that has a payment attached to it. An approved registration is a registration recorded in your site’s registrations table that has a Registration Approved status.
Also what are the reserved tickets?
A reserved ticket is counted when there is a registration in progress. This prevents overselling.
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chocolate
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March 7, 2018 at 12:45 pm
Hi Josh,
Link below. It’s unfortunately not just my view since I am getting calls and messages currently. I have a screenshot I just took but I can’t figure out how to put it in this post.
https://www.lovechocolatefest.com/registration-checkout/?uts=1520451685#checkout
Deborah
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Josh
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March 7, 2018 at 1:04 pm
Hi Deborah,
I don’t see a promo box on your site when I go to that URL.
You can upload a screenshot to your site and post here by following the steps outlined here:
https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots
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chocolate
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March 7, 2018 at 1:11 pm
HI Josh, I’m fairly tight on time–event is in 10 days. Can I please just email it to you? The other method looks to be a pain.
The promo box is totally there–I see it in all browsers and folks have been asking for the code all day.
Deb
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Josh
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March 7, 2018 at 1:58 pm
The reason we ask for a URL is because oftentimes email attachments with image files are rejected by email services. If you’re logged into your website, you can go to the WordPress Dashboard’s Media page and upload your screenshot there, and after you upload it you can copy the URL and paste the URL in a reply here.
If you prefer to take a chance with email, you can email the screenshot to support at eventespresso.com
For what it’s worth, I’ve also checked with multiple browsers and I do not see a promo box anywhere on your site. Your checkout page on Firefox, for example:
https://screenshots.firefox.com/Cl4Hwxj0D0Kokf3D/www.lovechocolatefest.com
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chocolate
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March 7, 2018 at 6:25 pm
Hi Josh,
I decided to try reinstalling and activating the promo plug in and then deactivating and deleting it. This time it went away on all browsers that I checked.
But I have a new question. I’m preparing for the event and I tested scanning a ticket with my phone using the app. It is complimentary ticket and it is approved. It did not work. Is that because it is too early? It said Registration is Denied. Assuming it is because it is too early, is there a way to test to make sure we understand how to use it before the event day?
And, I have hired an event staffing company to help scan tickets. I do not know any of them personally and I don’t want to give them my login and password. How do I give them each permissions without giving them the my own credentials? I will have about 10 people scanning. I hope it’s simple!
Deborah
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Josh
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March 7, 2018 at 7:04 pm
It’s not too early to use the app for checkins. One possible reason why the app would say “Registration is denied” is because the ticket was for Sunday, but you were trying to check in for the Saturday Datetime. This is a feature that helps prevent access to the wrong event/datetime (or also prevents someone with a Saturday only ticket to get access to both Saturday’s and Sunday’s events).
You can set up a password with App access only by using the Application Passwords plugin. The documentation has step-by-step instructions that show how:
https://eventespresso.com/wiki/ee4-event-apps/#authentication
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chocolate
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March 7, 2018 at 7:10 pm
Hi Josh,
Thanks for sending the info. on how to set help up.
I checked the ticket scan and it was the right day. Tried again so I could tell you the error. It said:
Error Occurred
The requested resource could not be found but may be available in the future. Subsequent requests by the client are permissible.
Can you tell me what this error means?
thanks,
deborah
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Josh
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March 7, 2018 at 7:31 pm
The mobile app error messages are explained in the documentation:
https://eventespresso.com/wiki/ee4-event-apps/#troubleshooting
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chocolate
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March 7, 2018 at 7:48 pm
hi josh,
followed the directions above. have wordpress 4.9.4 have event espresso 4.9.57.p
went to settings, clicked on permalinks. saved. exited. then i deleted and reinstalled the app for good measure. tried to scan the ticket again and got the same exact error. what should i try next?
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Josh
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March 8, 2018 at 7:23 am
When you log into the app are there any errors? Does it show the event after you log in? If the app shows the event, can tap on the event and tap on the Attendees tab does it show a list of attendees or does it show another error?
It sounds like something is blocking authentication (possibly the host or if you have a security plugin then that may be the blocker).
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chocolate
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March 8, 2018 at 7:30 am
Hi Josh,
There are no errors. It is possibly a bit sluggish. It takes about 15 seconds to load the event from the login screen, and the 30 seconds to load after clicking on the event. But I have never gotten any error code other than when trying to scan a ticket.
Deb
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Josh
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March 8, 2018 at 7:45 am
Do you get an error if you try to manually check in an attendee using the app?
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chocolate
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March 8, 2018 at 7:57 am
if manually means typing in the name and hitting check-in, then yes, i am getting the same error. it also took several minutes just now to get the app to load. have great wifi–sitting next to the router and all other attempts to connect to the internet are fine.
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Josh
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March 8, 2018 at 8:33 am
There should also be a way to view a list of attendees, but if the Attendee list isn’t loading, then that’s likely an authentication issue. What that means is you’ve logged into the app, but the app cannot authenticate with your site. Can you check with your host to see if the web server allows for authentication by using Basic Auth?
You can let them know that this is an example of one of the endpoints that requires Authentication:
https://www.lovechocolatefest.com/wp-json/ee/v4.8.36/registrations
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chocolate
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March 8, 2018 at 8:49 am
the attendee list is fully loading. i can see that it is approved. but when i click check in I get the error.
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Josh
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March 8, 2018 at 9:01 am
This does narrow down the issue a bit then. So you’re able to read data from the site, but the site isn’t allowing you to write data (e.g. add a check-in).
May I ask is the Application Passwords plugin activated on the site yet? If it is maybe you can try temporarily deactivating that plugin and test again?
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chocolate
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March 8, 2018 at 9:27 am
hi josh. so when you suggested the application passwords plugin last night i installed and activated it, but the error was already occurring. but, i did deactivate and i tried it again and i still got the error unfortunately.
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Josh
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March 8, 2018 at 9:33 am
You could try deactivating all plugins, then test again to rule out a plugin conflict.
Also, please check with your host. They may have a mod security rule set that’s being triggered when you try the check-in. They can check the mod security logs and possibly adjust the ruleset to allow writing to the check-in endpoint.
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chocolate
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March 8, 2018 at 11:05 am
hi josh,
i have tried deleting, deactivating, upgrading, reinstalling, but it is not working. my event is in 9 days. i will have over 10,000 tickets to scan. please help me get this fixed. i’m panicking. i just sent screenshots via email of the ticket, the scanning of the ticket, the error, the screen after the error, and the plugins i have installed. please remember that i am event planner who purchased software meant for event planners. i do not possess your skillset and i cannot code or fix errors. it needs to work. please, please help make it work.
deb
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Josh
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March 8, 2018 at 11:10 am
Hi Deb,
Can you check with your host? They may have a mod security rule set that’s being triggered when you try the check-in. They can check the mod security logs and possibly adjust the ruleset to allow writing to the check-in endpoint.
I am not asking you to code or fix errors, I’m only asking you to contact your web host and ask them to check the mod security logs and they’ll make the needed adjustments.
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chocolate
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March 8, 2018 at 11:21 am
Hi Josh,
Just called. They said they have no mod security on my account.
Deb
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chocolate
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March 8, 2018 at 11:41 am
they also had me flush the cache. they ran a check for errors. they added more memory. and they checked for conflicts. i’m still on with them and they are trying hard to see if there is anything they can find. is there anyway you could do the same?
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Josh
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March 8, 2018 at 11:45 am
I’m afraid I do not have anywhere near the kind of access to the server that they have. I have access to the same Event Espresso software that you have on your site, and I’ve checked that it works on other servers.
Have you tried temporarily deactivating all of the other WordPress plugins on the site, then tried the app again?
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chocolate
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March 8, 2018 at 11:51 am
did you look at the screen shots i sent?
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chocolate
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March 8, 2018 at 11:53 am
was there something i needed to do because i switched servers?
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chocolate
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March 8, 2018 at 11:57 am
i’m setting up a staging site to turn off all the plugins. can you make the app work with the staging site temporarily so i can test?
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chocolate
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March 8, 2018 at 12:00 pm
also, can you try it from my site so you can see what i’m seeing? i can give you login info. through email if you can do that.
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Josh
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March 8, 2018 at 12:07 pm
The app will work on a staging site, you just need to make sure to put the staging site’s URL into the first field of the app log in form.
Please do not send access via email, that isn’t a secure way to send sensitive information. You can complete the form on this secure page instead:
https://eventespresso.com/send-login-details/
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chocolate
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March 8, 2018 at 12:50 pm
i have another thought. when i upgraded to the higher php, i changed my password temporarily for the host to work on my site.
but when i went to the app. the password never changed. i have the same thing happening now. i am unable to change the password. i changed it in wordpress. the correct password is reflected there. but the app only will accept my original password. i have deleted and reinstalled the app several times but it still will not release the old password and that is the only one that is accepted. is this possibly related to the check in problem?
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chocolate
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March 8, 2018 at 12:54 pm
also just tried installing the app on another device that belongs to someone else and is not connected to me. still, only the old and invalid password is accepted for login to the app. i feel like this must mean something.
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Josh
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March 8, 2018 at 1:25 pm
That might be a caching problem which would be GoDaddy’s domain. What you could do instead is create a brand new user account (Go to WP Dashboard > Users > Add New) account where the user role is either Administrator or Events Administrator. Then try the app with that account.
I did see that the Infusionsoft add-on is activated, but no Infusionsoft API key is set in the Event Espresso > Infusionsoft settings. If you’re not going to set up the Infusionsoft add-on then it’d be best to deactivate that plugin.
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chocolate
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March 8, 2018 at 2:00 pm
flushed the cache again. created a new user with the role of events administrator. deleted and reinstalled the app. i was able to login with the new credentials finally, so that’s a plus, but it still gives me the same exact error code when i try to scan a ticket. have you gotten to login to my account to see what the problem is?
deborah
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chocolate
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March 8, 2018 at 2:15 pm
tried to add a user with check-in only credentials. that one can’t login. flushed the cache. deleted and reinstalled the app. the app now crashes every time i try to open it. it starts to spin for login then goes right back to by home screen. also, the only way to put in a new password is to delete and get again from the app store because it won’t release the previous information. it goes right into login with incorrect login info. and gets stuck in a loop. you keep having me check all these things on my site, but it’s the app that isn’t working. can’t you see what is going on? i’ve spent the entire day trying to fix it. the desperation is building and i don’t feel the event espresso cares that it doesn’t work. please please help. my event is now less than 9 days away. i’ve lost so much time and i don’t see and end in site. the product i bought is not functioning. please!!!
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Josh
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March 8, 2018 at 2:22 pm
Hi Deborah,
I’m sorry you feel that Event Espresso doesn’t care, that couldn’t be further from the truth. We know the app works, it’s working on thousands of sites. When things do not work we try to help where we can, but the reality is we cannot “fix” things that are beyond our control.
I’ve asked this a few times and haven’t gotten an answer yet: Have you tried testing the app with all other plugins deactivated?
have you gotten to login to my account to see what the problem is?
If you read one of my replies earlier I mentioned that I did log in, and noted the Infusionsoft add-on was activated and should really be deactivated since it’s not configured. I’m afraid that I can’t find what’s causing the problem on your site because the error is happening at a level that isn’t accessible from the wp-admin, and I’m not going to start deactivating other plugins on your site without your permission.
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chocolate
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March 8, 2018 at 2:29 pm
i deleted infusionsoft immediately when you suggested that. i removed all other plugins that i thought i could. does deactivating all plugins mean event espresso too? i don’t have much else. don’t need my site to crash too. but once again, it is the app that isn’t working. the site is functioning fine. there are no problems there. the attendees are on the app. the scanner works. the ticket information comes up. and then it fails to check in and gives the same error code. how is this not a problem with an app. and, although i am not computer literate, my father has owned a development house my entire life. i used to test software for him as a job. i know (and i’m sure you do too) that although a program can work for many, there are hidden bugs that can come out when certain unexpected things happen in a particular order that can cause a crash. it was my job to tediously document the order of things and break the system. this system is broken and you need to take some responsibility for fixing it.
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Josh
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March 8, 2018 at 2:43 pm
Deactivating all other plugins means you leave Event Espresso 4 activated.
With regards to the app being broken: It’s not broken. When you see the error on the app, the app is responding to a 404 error from your site. The app is not being allowed to access your site when it attempts to communicate with your site. I added a logging plugin to your site and you can see the different error codes if you go Tools > Rest API Log. Those errors are from your website, not the app.
You mentioned earlier that you have a staging site where you can test. Are you able to log into that staging site, deactivate all plugins other than Event Espresso, then test the app there?
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chocolate
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March 8, 2018 at 3:31 pm
been on with godaddy again. giving us a rest no route error. what does that mean? when we looked it up on google it brought us to your site where another customer was having the same problem. how do we fix? please tell us what to do. please help. it is your plug in. the app is communicating with the site. it updates constantly. please don’t just give us one thing to try. please tell us everything to fix the problem. you saw the errors, so what does godaddy do to fix your plugin?
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chocolate
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March 8, 2018 at 3:32 pm
godaddy is asking if there is a way to escalate this to a higher level and get this sorted out quickly. we have certainly put in the time here.
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Josh
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March 8, 2018 at 3:41 pm
The rest no route error means the basically the same thing as a 404 not found page. The trouble is, the Event Espresso plugin adds that route so something on your site isn’t allowing the app to reach that endpoint.
Were you able to log into that staging site, deactivate all plugins other than Event Espresso, then test the app there?
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chocolate
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March 8, 2018 at 3:46 pm
i have the staging setup open. all plugins except event espresso are deactivated. but it says no attendees/registrations, so how do i check to see if the app would scan someone in?
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Josh
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March 8, 2018 at 3:55 pm
What’s the URL of the staging site? I can register for the event there so you’ll have something to work with.
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chocolate
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March 8, 2018 at 4:00 pm
https://9z3.242.godaddywp.com/wp-admin/admin.php?page=espresso_events
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chocolate
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March 8, 2018 at 4:11 pm
not sure if this is coming through–it hasn’t shown up on the forum. Keeps saying Error: Duplicate reply detected; it looks as though you’ve already said that!
https://9z3.242.godaddywp.com/wp-admin/admin.php?page=espresso_events
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Josh
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March 8, 2018 at 4:18 pm
OK there are registrations for that event now.
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chocolate
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March 8, 2018 at 4:29 pm
it won’t let me log into the app. keeps saying mismatched credentials when i use the staging site url and my wordpress login. am i supposed to be using something else? also, i see the registrations, but there is no ticket. how will i test the app without a ticket to scan?
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Josh
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March 8, 2018 at 4:33 pm
You’ll use the same credentials in the app for the staging site that you use to log in to the WordPress dashboard of the staging site.
You can test the app without a ticket to scan by tapping on the Attendees link in the app, then tap on the circle to the right side. That’s how you do a manual check in if someone forgets to bring their ticket.
If you want to test ticket scanning there as well, someone will need to install the ticketing add-on on the staging site. The ticketing add-on is what adds the tickets.
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Josh
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March 8, 2018 at 4:39 pm
And please be sure to use an Administrator-level account. Other level accounts may not have the correct permissions to scan tickets.
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chocolate
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March 8, 2018 at 4:41 pm
i can’t get the app to stay open anymore. just keeps closing as soon as it’s opened. will try another device. i did assign administrator level permissions to the staging site user admin.
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chocolate
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March 8, 2018 at 4:43 pm
i see there are two app choices when i use an ipad. been using event espresso 4. but there is also hd. which is the right one?
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Josh
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March 8, 2018 at 4:46 pm
Event Espresso 4 is the correct app. Itunes store link:
http://evts.io/EE4_Apple_App
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chocolate
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March 8, 2018 at 4:48 pm
reinstalled the app on my phone again. now i get the following error:
Error Occurred
The server was acting as a gateway or proxy and received an invalid response from the upstream server.
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chocolate
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March 8, 2018 at 4:51 pm
app keeps crashing on the ipad too. it opens and then just shuts down and brings me back to my homescreen
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Josh
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March 8, 2018 at 4:58 pm
Error Occurred
The server was acting as a gateway or proxy and received an invalid response from the upstream server.
means the URL entered in the first field doesn’t match the URL of your website.
If you can send WordPress Administrator level credentials (or upgrade the account you sent to Garth to be an Administrator) we can check the staging site to see if the app will work there.
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