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Justin Baloun
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September 7, 2015 at 10:28 am
We’re getting a “no transaction information could be retrieved” error message on our thank you page. I read through some past similar issues, and our critical pages are set correctly and green, so I’m not sure what the issue is. Can you let me know what else I could be checking?
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Tony
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September 8, 2015 at 6:16 am
Hi Justin,
If you visit the EE thank you page directly you will see that error message. It actually shows that the shortcode is working as expected.
The thank-you page will display a summary of your registration, however if the registration isn’t passed (by running through a registration) then that error message is shown.
If you run through an actual registration does it work as expected?
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Justin Baloun
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September 8, 2015 at 11:00 am
Everything works except the Thank You page. I go through the process, pay in PayPal, and then it tries to redirect me to the Thank You page and I get an error “please ensure Javascript and Cookies are enabled in your browser.” They are. And if I refresh it goes to the correct thank you page. Any idea why this would initially be blocked?
We’re also not getting any of the confirmation emails. This may be a server issue though, so not sure if you have any suggestions on that. I do have a priority support token to use (not sure where to add that request) if it helps with looking into all of this.
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Justin Baloun
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September 8, 2015 at 11:57 am
For the email issue, I was actually able to send the confirmation emails manually, but they are not being sent automatically. I’m wondering what the difference is between the grey and blue links in the email list () and if, for example, the grey Event Admin on Payment Received means they Event Admin isn’t getting the email (which is what is happening).
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Justin Baloun
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September 8, 2015 at 11:59 am
Sorry, messed up on the link. Here is it.
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Lorenzo Orlando Caum
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September 8, 2015 at 2:59 pm
Hi Justin, could you share a screenshot (https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots
) of this error?
please ensure Javascript and Cookies are enabled in your browser.
Are you seeing that while leaving PayPal.com and returning back to your website?
—
Lorenzo
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Tony
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September 8, 2015 at 3:05 pm
The blue and greay links go to the ‘contexts‘ within the template.
If they are grey it means that context is inactivate (the TO field is blank) if they are blue they are active. Note that your messages are correctly set up to how EE would set them by default.
The registration messages are triggered once the user is directed back to the thank-you page, so the above issue is likely why you messages are not currently being triggered.
Are you using the latest version of Event Espresso 4?
Do you have any security or caching plugins activated?
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Justin Baloun
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September 8, 2015 at 3:12 pm
Hey Lorenzo and Tony –
Yes, here is a link to see the screenshot of the error message. And yes, I saw this when leaving PayPal and trying to get to the thank you/confirmation page on the website.
And yes, we are using EE4 and have WP-SpamShield and W3 Total Cache installed.
And thanks for the support guys.
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Tony
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September 9, 2015 at 4:18 am
WP-Spamsheild recently introduce a new feature that tries to ensure all form submissions on your site are free from spam. This feature can cause problems with PayPal and the PayPal IPN used to update your site.
Can you first try disabling that feature by navigating to Dahsboard -> Settings -> SP-Spamsheild.
Look for ‘Disable anti-spam for miscellaneous forms’, and click the checkbox there than save the changes.
Retest a registration and see if it works.
Next check that the Event Espresso critical pages are all excluded from caching. You can follow the guide we have here:
https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/
To setup W3 Total Cache to exclude EE from caching (please do not simply de-activate the plugin as that does not remove any of the current cached files)
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Justin Baloun
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September 9, 2015 at 6:14 pm
Thanks Tony. Seems like that worked.
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Tony
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September 10, 2015 at 2:24 am
Great!
Please let us know if you have further problems.
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