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Cheri Henney
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May 9, 2015 at 1:13 pm
Several random attendee records have not been recorded in Event Espresso, but have successful records of payment in Authorize.net. I am currently using Event Espresso – 3.1.37.1.P. The attendees paid on Authorize.net and have received their confirmation letters. I can find their payment records in Authorize.net, but there are no records of them in EE at all (not even under a different event). I have cross referenced every record this year, and it appears the issue was for all records submitted on March 19th.
Any help is appreciated. They are not in the max count of the events and I can’t see which event they were trying to sign up for, which is causing me a huge amount of work, and disgruntled paying guests.
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Cheri Henney
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May 9, 2015 at 1:15 pm
Correction – I am on EE 3.1.37.2.P
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Cheri Henney
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May 9, 2015 at 1:34 pm
Upon further research, the records started failing to come through sometime after 2:30 pm EDT on Mar 18th. Failures occurred for every record until Mar 20th 6:29 am EDT. They have been fine since then. Can you please generate a complete list of transactions occurring on my account between those two times, including guest details, transaction ID, and what event they were registering for?
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Dean
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May 11, 2015 at 6:38 am
Hi Cheri,
That’s very strange, by paying they should have had their registrations marked as finalised and as such the attendee should not have been able to “disappear”.
If they had not paid, I would have said that they registered multiple times without finalising each registration, which will over write their previous registration (we have a warning in place for this, but it can be ignored of course, and if they don’t have JavaScript on they wont see it).
Were the registrations all from the same person/group of people?
Have you checked the database directly to see if the attendees are definitely not there?
Did you update your Event Espresso, theme or any other plugins before or after this all occurred? (Maybe something was conflicting that has now been fixed/changed?)
Can you please generate a complete list of transactions occurring on my account between those two times, including guest details, transaction ID, and what event they were registering for?
Unfortunately no we can’t, EE is a self hosted plugin and as such we do not have access to that data, it is (or should be) saved in your own sites database.
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Tony
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May 11, 2015 at 6:40 am
Hi Cheri,
They have been fine since then. Can you please generate a complete list of transactions occurring on my account between those two times, including guest details, transaction ID, and what event they were registering for?
Unfortunately we don’t have access to any of that information.
Event Espresso runs completely within your site on your server, we (EventEspresso) do not track your registrations/payments/transactions or any similar information. (We collect some usage statistics such as the EE Add-ons used etc but not the kind of information you need)
To re-create the registrations within Event Espresso they will need to be manually recreated using the information available within your AIM account.
The above sounds like some kind of server issue, did you host run maintenance during those dates?
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Cheri Henney
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May 11, 2015 at 10:13 am
To Dean:
Were the registrations all from the same person/group of people? No. Different attendees, different events.
Have you checked the database directly to see if the attendees are definitely not there? Yes, and they are not there.
Did you update your Event Espresso, theme or any other plugins before or after this all occurred? (Maybe something was conflicting that has now been fixed/changed?) Nothing changed on my side between it starting and ending. Yes, I have updated EE after this occurred (by several weeks) but there was no indication that is had anything that could have fixed the issue. Also, it appears EE already fixed the issue within 1.5 days of it occurring.
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Cheri Henney
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May 11, 2015 at 10:16 am
to Tony:
“To re-create the registrations within Event Espresso they will need to be manually recreated using the information available within your AIM account. ” — Yes, but I have NO IDEA what they have signed up for! Not until they arrive for an event (that may be oversold), which is too late.
“The above sounds like some kind of server issue, did you host run maintenance during those dates?” — No, nothing changed on my side such as software updates or server changes.
Any other ideas why valid registrations would be processed by Auth.net, yet NOT be showing in EE? This is unacceptable performance that concerns me greatly. I don’t want to have to change services, but I can not risk this happening again.
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Lorenzo Orlando Caum
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May 11, 2015 at 11:47 am
Hi Cheri, we do not store any information for your Event Espresso events or registrations on our end. That information is stored in your WordPress database.
This is also a very specific time frame so as shared by Tony, I think this was a temporary server issue and not caused by a change made by you via your WP dashboard. Have you run into this issue this month?
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Lorenzo
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Cheri Henney
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May 11, 2015 at 12:56 pm
That’s the problem … I don’t know until someone shows up to an event. No, I haven’t had anyone else show up that wasn’t tied back to that date range, yet.
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Tony
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May 13, 2015 at 5:20 am
Have you confirmed with your host that no maintenance was performed on the server itself? I don’t mean plugins updates or the like but any works performed on the server, MySQL cleanup/optimisation for example.
The fact that it suddenly stopped working, and then randomly started working again would indicate ‘something’ was changing between those dates/times, be it server maintenance or new firewall rule sets etc.
If the user did not close the session when registering onto an event it is possible they can overwrite their own registrations but this is a small possibility, we have warnings in place that should be displayed if the users uses the browser back button to re-register (which causes the above issue).
However in those instances they are overwriting their initial registration with another which would not leave no instance of the registration at all.
Are you using your hosts own mail server? They may log the mail sent on that server, in which case you could request a copy of any emails sent from your site between those dates, this would provide the event details they registered onto.
Unfortunately if the registrations are not within the database there is no-where else they are stored for us to pull that information. The other option is to manually contact those attendees and confirm which event they have booked onto.
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Dean
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May 13, 2015 at 5:36 am
Hi Cheri,
I think that all that can be done currently is to monitor the situation. I know that isn’t an ideal response but currently this only seems to be affecting you and it’s also intermittent making it very hard to recreate.
If the issue does re-occur, contact us immediately with as much info as you can, for example:
The event/s it has occurred on
Commonalities between users (same browser? same OS?)
Notes of any updates to plugins/themes/WordPress around the time it occurred
Notes on user access at that time (in order to rule out or confirm user errors)
Confirmation of contact with your host to see if there are any errors from the server side.
Without more info to go on, we are as much in the dark as you are about what happened here, but the general consensus, and area we would look at first, is that it is a possible server issue.
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Cheri Henney
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May 14, 2015 at 3:43 pm
Thank you for the help. I will consider this closed.
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