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Mobile App does not work anymore

Posted: May 29, 2020 at 1:05 am


Tony

  • Support Staff

May 29, 2020 at 8:08 am

Hi Cristina,

Please see the troubleshooting section of the app documentation here:

https://eventespresso.com/wiki/ee4-event-apps/#troubleshooting

The above can be caused by a security plugin blocking the request or your server config not allowing authorization headers through and we have some details on fixing it in the above doc.


sky

June 2, 2020 at 4:06 pm

Hi Tony
I tried to fix the problem with deactivating the plugins on the website.
But then….i got the mess: I can not logg-in into the backend and EE doesn’t work anymore correctly (no applications on frontend are possible).
I have no idea what to do now as per I also get no mail with an error-message from WordPress.

I don not deactivated any plugin form EventEspresso, so I do not understand why it does not work anymore.

Would be so happy if you can check the website: http://www.neudikids.ch

Thank you so much
Cristina


sky

June 3, 2020 at 1:44 am

Hi Guys
Pls ignore my message from yesterday June 2, 2020 at 4:06.
I deactivated all plugins and now it works again.

But I still have the big problem, that the App does not work.
I tried everything possible, but there comes always an error “Credentials missmatch”! Domain, Login ID and Password are correct.
I have no idea what to do, also with the #troubleshooting I do not find the answear. Do you have any idea how to solve it?
Thank you so much for your help
Cristina


sky

June 3, 2020 at 2:19 am

Hi Tony
Updat: I installed the REST API-Plugin (Peter Nelson) but I still can’t logg into the App. Also the WP_DEBUG is on false.

I sent you a request with the logg-in datas for the website and app trough https://eventespresso.com/send-login-details/

Would be great if you can help me!
Thank you
Cristina


Tony

  • Support Staff

June 3, 2020 at 4:39 am

Updat: I installed the REST API-Plugin (Peter Nelson) but I still can’t logg into the App.

May I ask why you’ve installed that plugin? You don’t need another plugin to use the mobile apps as the REST API is built into WP and EE.

I sent you a request with the logg-in data…

The credentials sent are invalid, I’m getting ‘Unknown username. Check it again or try your email address.’.

Can you re-check and resend, please?


sky

June 3, 2020 at 4:53 am

I found this info in one forum-discussion to install the REST API-Plugin.

Sorry for the unknown username.
I added the correct one (Eventespresso). Could you please try again?
Thank you so much!!!!
Cristina


Tony

  • Support Staff

June 3, 2020 at 5:14 am

Ah, I see, you are referring to the REST API Log plugin and thats fine.

So, right now your sites REST API endpoint is throwing a fatal error, the app uses the REST API to communicate with the site so that needs to be fixed.

Go to {domain.com}/wp-json/ and you’ll see your get Error 500.

If you check the servers error logs and search for ‘fatal error’ around the same time that page was loaded, what does it show?


sky

June 3, 2020 at 11:51 am

Hi Tony
I can’t see anything when I go to {domain.com}/wp-json/

I think, something blocks, because the actual situation ist, that I can’t go to Eventespresso “Events” or add or edit them….There coms always the ifnformation, that there is a “critical error” on the website….

Could you maybe logg-in to the website with the data I sent to you and help me?

Thank you so much
Cristina


sky

June 3, 2020 at 12:02 pm

Hi Tony

I am not sure if that helps:
The license for EE was bought several month ago for http://www.skydesign.ch/neudikids_01 and then we asked you to change the license to http://www.neudikids.ch.
As I remember correctly, after changing to the new domain the app doesn’t worked anymore. (I’m not 100% sure if that’s correct).

Just as info….

Thank you
Cristina


Tony

  • Support Staff

June 3, 2020 at 12:49 pm

I can’t see anything when I go to {domain.com}/wp-json/

Exactly, and that’s the problem.

When you load this page: https://www.neudikids.ch/wp-json/

There is likely an error thrown on the server.

I think, something blocks, because the actual situation ist, that I can’t go to Eventespresso “Events” or add or edit them….There coms always the ifnformation, that there is a “critical error” on the website….

Huh? I can edit the events on your site just fine.

Event Espresso -> Events loads fine for me.

Is there a specific event it happens on?

Could you maybe logg-in to the website with the data I sent to you and help me?

I’d already logged into your site and checked over what I have access to before I replied, which technically we do not do without a support token but I figured I could at least take a look.

If you prefer for us to troubleshoot on your site/server directly you’ll need to purchase a support token, otherwise we can work through your issue here but we’ll need the actual error being on the site rather than the ‘front end’ errors.

Do you have access to the PHP error logs?

The license for EE was bought several month ago for

This isn’t a license issue, EE does not an will not limit your site based on any issue with your license.


sky

June 3, 2020 at 3:46 pm

Hi Tony
Thanks for your reply.

Yes the events load fine again. I deactivated all plugins and activated just a few, so everything works well.

But the App….still not works 🙁
I have no idea where to find PHP errors.
Do I have to contact my Hoster for that?

Thanks for your help,
Cristina


Tony

  • Support Staff

June 4, 2020 at 10:40 am

Yes the events load fine again. I deactivated all plugins and activated just a few, so everything works well.

It sounds like your site may be running out of memory, I checked and it looks like it is set to use 40MB (which is very low).

Are you comfortable changing PHP files?

If so I can tell you how to increase the amount of memory your site is set to use, it may not fix the problem as without knowing the error you’re getting its just a guess.

But the App….still not works

The app simply will not work whilst this page: https://www.neudikids.ch/wp-json/

Shows an error 500.

I have no idea where to find PHP errors.
Do I have to contact my Hoster for that?

You’re host will usually have a section in your control panel to view errors.

Or they may be an error_log file within on the server with them in.

Do you have FTP access to the site?


sky

June 5, 2020 at 1:29 am

Hi Tony
I got the error_log file.
I’ll send you access trough https://eventespresso.com/send-login-details/

I would be so happy if you find the problem, so that we can solve the error and use the app again.

Thank you so much
Cristina


Tony

  • Support Staff

June 5, 2020 at 8:56 am

Hi Christina,

Unfortunately, the logs sent don’t give any info on the problem.

They do show your site is running out of memory on your woo-commerce dashboard but not much else.

I need FTP credentials to see what the actual error is, can you provide all of the information requested on the login details form please:

https://eventespresso.com/send-login-details/

If you don’t have FTP credentials you’ll need to request them from your host as there isn’t much I can do without them.


sky

June 5, 2020 at 4:05 pm

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Tony

  • Support Staff

June 8, 2020 at 4:40 am

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sky

June 8, 2020 at 7:02 am

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Tony

  • Support Staff

June 8, 2020 at 7:17 am

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sky

June 8, 2020 at 7:34 am

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Tony

  • Support Staff

June 9, 2020 at 8:20 am

Ok, so by the time I was able to access the site the fatal being thrown on /wp-json/ is no longer thrown, I’m guessing its a memory exhausted error and now doesn’t throw because you’ve deactivated plugins.

However, the problem still appears to be the authorization header is being blocked.

Can you check with your host and ask them if they are filtering it?

You can send them this link for more details: https://github.com/WP-API/Basic-Auth/pull/32

If not, it could be another plugin hijacking the request.


sky

June 25, 2020 at 2:45 pm

Dear Tony
A few days ago we were in contact because of the App who’s not working.
I asked my Hoster for help. They upgraded the website to PHP-Version 7.1 and with 256MB Memory_limit.
That’s all they can do regarding my question with the EventEspresso-App…..
Now I come back to you: Andy ideas, how I can use the app again?
If I try to logg-in to the app there comes the following error:

Sorry, you are not Allowed to list events. Missing permissions: ee_read_events, ee_read_others_events, ee_read_private_events

Thanks for your help.
Cristina


Tony

  • Support Staff

June 26, 2020 at 5:37 am

Hi Christina,

The requests sent to/from the app use an ‘Authorization’ header to essentially ‘log into the site’ so that it can access the data it needs to.

On your server it looks like that header is being blocked/filtered from the request, did you ask you host about the authorization header or just the memory_limit?

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Updated by  Tony 1 week, 6 days ago ago

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