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No tickets can be purchased

Posted: April 5, 2019 at 8:19 am


bmeserve@newcomms.org

April 5, 2019 at 8:19 am

We can not register attendees internally or externally. When ever a ticket is selected the browser flashes and the ticket is automatically put into reserved and cart shows as empty.

We cannot get any registration info.


bmeserve@newcomms.org

April 5, 2019 at 10:31 am

Also, registrations came through yesterday and no updates have been done to our WP site or plugins


Josh

  • Support Staff

April 5, 2019 at 1:59 pm

Hi,

This appears to be caused by caching on your site. Can you check with your web host to see if caching can be excluded on the pages that have your events & registration?


bmeserve@newcomms.org

April 8, 2019 at 7:01 am

My web host has confirmed that my critical pages are excluded and no errors are showing in error.log but still not working. Any more suggestions?


Josh

  • Support Staff

April 8, 2019 at 7:19 am

What you could do is ask your host to see if they can move your site to a server that does not use object caching. What we’ve found is even if the critical pages are excluded from caching, the object caching changes the WordPress transients so they do not persist in the options table. This actually breaks Event Espresso because Event Espresso uses transients during the checkout.


bmeserve@newcomms.org

April 8, 2019 at 8:06 am

I use DreamPress and they said that to do that we would have to move off of DreamPress but that doesnt make sense to them becuase I have successfully been using Event Espresso with Cache for a few months


bmeserve@newcomms.org

April 8, 2019 at 8:10 am

We have completely turned off cache on the site and database and this is the message I received from them below.
That will actually fully turn it off for you and purge it so we could rule out the cache completely. If you did find that solved it we could then disable the database cache completely for you if you liked which would mean those transients would be untouched.


bmeserve@newcomms.org

April 8, 2019 at 8:44 am

Cache is completely turned off and Event Espresso is still not working properly.


Josh

  • Support Staff

April 8, 2019 at 8:50 am

Did turning off the cache help? If not, you could check for a plugin conflict as outlined here:

https://eventespresso.com/wiki/troubleshooting-checklist/


bmeserve@newcomms.org

April 8, 2019 at 9:16 am

Turning off the cache did not help, registration still not working. I have checked the troubleshoot list and my plugins are up to date and none fall into the known plugin list.


Josh

  • Support Staff

April 8, 2019 at 9:31 am

Checking to see if plugins are up to date and that none fall into the known plugin list does not eliminate the possibility of a plugin conflict. For example, if an update to another plugin changes how the transients are cached or how they persist in the database, then you’ll see this issue happen. We saw this exact cause with some older versions of the NextGEN gallery plugin, but they’ve since fixed that.


Josh

  • Support Staff

April 8, 2019 at 10:07 am

We’ve received your request for priority support. I can see that the one change to the site’s files that occurred on April 5 was the Jetpack plugin was either added or updated. Was Jetpack added on that date and if so, was that the time when tickets no longer could be purchased?


bmeserve@newcomms.org

April 8, 2019 at 10:11 am

Jetpack was not added on this date and I don’t recall an update either, but they could be automatic


Josh

  • Support Staff

April 8, 2019 at 10:14 am

Jetpack updates can be automatically applied, and the one plugin that was updated on the site on April 5 was Jetpack.

You could try temporarily deactivating Jetpack on the WP > Plugins page, then try a registration to see if that makes a difference.


bmeserve@newcomms.org

April 8, 2019 at 10:19 am

Jetpack deactivated and the registration still not working.


Josh

  • Support Staff

April 8, 2019 at 10:33 am

Thank you for the update. So that rules out a conflict with Jetpack.

The theme files have not been changed since April 5, and using a different theme with the Theme test drive plugin doesn’t make a difference. So no theme conflict.

No other plugins have been added or had updates since April 5, but were any plugin settings changed on that date? If there were no changes to plugin settings on that date, then only other possibility I can think of would be a change at the server level. This could include:
updates to the server’s software
the site was moved from one server to another
some settings were changed at the server level (for example PHP.ini settings)

You could check with your host to see if they have any record of making changes server side for that site on that date.


bmeserve@newcomms.org

April 8, 2019 at 10:37 am

Message from host: no server-side updates here and the machine hasn’t been restarted or anything so I’m not too sure what’s going on that’s conflicting with it. As there is no error message here it’s tough to pinpoint.


Josh

  • Support Staff

April 8, 2019 at 10:57 am

They could check in the database (I do not have database access or I would check) to see if transients are allowed to persist in the options table. The option_name of any Event Espresso-related transient will start with
_transient_ee_ssn_

What we’re looking to verify is at the moment that an event is added to the cart then there should be a transient option with the above prefix in its name. If something is preventing that transient to be recorded, or is deleting it after it’s been added, then you’ll see the issue that’s happening on your website.


Josh

  • Support Staff

April 8, 2019 at 11:03 am

As an aside, I’ve deactivated the Event Espresso – AffiliateWP integration and the Event Espresso – MailChimp add-on because neither are being used.

In order to use the Event Espresso – AffiliateWP integration you would also need the AffiliateWP plugin, and that plugin is not installed.

The MailChimp add-on needs a MailChimp account API key on its settings page. Without that key, the plugin does nothing.

So I’ve deactivated those plugins for the time being.


bmeserve@newcomms.org

April 8, 2019 at 11:26 am

This reply has been marked as private.


Josh

  • Support Staff

April 8, 2019 at 11:39 am

The support token form that you completed earlier is secure. That form is still available for your account.


bmeserve@newcomms.org

April 8, 2019 at 11:49 am

This reply has been marked as private.


Josh

  • Support Staff

April 8, 2019 at 1:04 pm

Thank you.

I did find something interesting in the options table of the database, or more accurately, did not find any transients. This includes transients from/for WordPress core.

Here’s a screenshot showing some options table rows from a typical WordPress site running EE4:

https://slack-files.com/T02SY781D-FHH4R10Q1-0d1f80dcb1

The rows outlined in green are WordPress core transients, and the rows outlined in blue are Event Espresso transients. Your site’s database has none of those. I’d expect there to be some transients there, so you could check with the host to see if they’ve changed anything recently related to how WordPress transients are recorded. They may have something in place where the transients are stored somewhere else, and if there have been any changes to the mechanism recently, then that’s the next place to check.


bmeserve@newcomms.org

April 8, 2019 at 1:38 pm

Thank you for your investigation! After taking your findings to my hosting team we discovered that the transients were being stored in a object cache (different than the cache we were excluding earlier) and after disabling that, the registrations started working again.


Josh

  • Support Staff

April 8, 2019 at 7:19 pm

Thanks for the follow up.

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