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commgladm
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May 31, 2017 at 6:39 am
We are having an issue with some of the registrations not also registering in Mailchimp – e.g. yesterday there were 8 registrations, 5 of which show up.
There had been a previous topic which was closed without a full resolution. I’ve checked the MailChimp Last 24 hours API log and it shows 5 successes.
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Tony
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June 1, 2017 at 3:50 am
Hi there,
Were all 8 registrations individual single registrations or were there any group registrations?
If you go to Event Espresso -> MailChimp.
What is the ‘Submit to MailChimp when …’ option set to?
If you look at your servers error logs were any errors thrown around the times of the missing registrations?
There had been a previous topic which was closed without a full resolution.
Was this one of your thread? Can you post a link to the thread?
I can’t see any MailChimp related threads on your account (with the exception of this one) so just checking it wasn’t missed. Threads automatically close after 2 weeks of no activity from the last reply date.
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commgladm
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June 1, 2017 at 7:24 am
Event Espresso > Mailchimp set to submit to Mailchimp when subscriber submits info.
For the server errors, this would be in the hosting cpanel or in WordPress?
The previous thread was not mine; I had searched the forums before posting first, and found one where the January discussion was doing some troubleshooting: https://eventespresso.com/topic/ee4-mailchimp-addon-some-registrants-are-not-being-added-to-mailchimp/
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Tony
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June 1, 2017 at 8:05 am
Missed one question:
Were all 8 registrations individual single registrations or were there any group registrations?
Event Espresso > Mailchimp set to submit to Mailchimp when subscriber submits info.
Ok, thanks.
For the server errors, this would be in the hosting cpanel or in WordPress?
cPanel.
You will usually have a section to view the error logs there.
The previous thread was not mine; I had searched the forums before posting first, and found one where the January discussion was doing some troubleshooting
Thank you. The code reference in that ticket is currently within the release version, it basically allows us to verify that subscription calls are being made when logging is enabled and what error MailChimp return from the call.
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commgladm
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June 1, 2017 at 1:20 pm
Below are the registrations for one of the days that had an issue. There is a memory issue listed that matches one of the times but none of the other errors match the ones that did not come across.
Date Time Name # MC Reg
30-May 11:41PM Rad 2 Auto
30-May 6:18 PM Mic 3 Auto
30-May 3:35 PM Leb 1 Manual
30-May 1:38 PM Mur 2 Auto
30-May 12:39PM Dur 2 Auto
30-May 12:32PM Cyr 4 Manual
30-May 11:57AM ODo 4 Auto
30-May 11:41AM Gal 2 Manual
30-May 9:03 AM Que 2 Manual
30-May 7:06 AM Mar 3 Auto
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Tony
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June 1, 2017 at 1:26 pm
I’m sorry but I’m not sure what the above is?
For example what is auto and manual?
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commgladm
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June 1, 2017 at 2:52 pm
Auto = automatically registered in Mailchimp. Manual = did not get registered and had to be manually entered.
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Tony
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June 2, 2017 at 5:41 am
Ok, so that information doesn’t really help narrow down what is happening, it just lists the registrations.
Can you answer my question please:
Were all 8 registrations individual single registrations or were there any group registrations?
If they are group registrations is the number before the ‘Auto/Manual’ column the number of registrations?
Can I take a look within the admin? If so you can send temporary login details using:
https://eventespresso.com/send-login-details/
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commgladm
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June 2, 2017 at 7:10 am
The # right before the auto/manual is the number of tickets.
One was a single ticket, had to add manually. The other three added manually had 4, 2 and 2 tickets respectively. The ones added automatically had 2, 3 or 4 tickets (max possible is 10).
Other info submitted
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Josh
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June 2, 2017 at 9:30 am
Hi there,
If the “manual” registrations were entered on the back-end/admin of the site, then those do not get sent to MailChimp. If you want to manually add registrations *and* send those to MailChimp you’ll need to register those on the front-end of the website.
Since you saw a memory error logged that’s an indication that your server is running low on memory. That’s something you can avoid if your server allows setting a higher limit. You can increase the amount of memory available for WordPress by following this guide:
http://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP
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commgladm
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June 2, 2017 at 9:50 am
The manual registrations were entered the next day because I had a lot more confirmation emails than the increase in MailChimp contacts.
The memory error was only once but I have already contacted our hosting company and they increased it for me as the cpanel setting was at max already.
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Josh
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June 2, 2017 at 10:07 am
The manual registrations were entered the next day because I had a lot more confirmation emails than the increase in MailChimp contacts.
My point is if you manually entered registrations from the WP admin, you can expect those registrations to add email address to Mailchimp lists, because the MailChimp add-on does not make an API call when the registration is made from the WP admin.
I have already contacted our hosting company and they increased it for me as the cpanel setting was at max already.
Did your hosting company make an edit to the wp-config.php file? If so, may I ask what they set the WP_MEMORY_LIMIT to? I’d check this if I could, but I’m afraid the server isn’t allowing me to connect when I use the FTP information you sent.
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commgladm
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June 6, 2017 at 7:52 am
they did the modification using PHP Selector/Options in cpanel. It is set to 128M
You understand the only reason for the manually entered registrations is because when the person registered in Event Espresso the MailChimp API did not pass the data over…which is what this ticket is about.
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commgladm
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June 8, 2017 at 6:42 am
This same problem occurred yesterday: have received three emails confirmations, only 2 of the names have showed up in MailChimp.
Missing names has registration email time stamped Wed 6/07/17 9:38 AM
Hosting error logs shows no issues for that time
Hosting company mentioned that FTP info should work if passive mode was/is used.
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Tony
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June 8, 2017 at 7:31 am
I just retried to connect to your server using the details provided however the connection continues to time out.
Both me and Josh have tested multiple FTP clients, none of them allow the connection through. Are the blocking the FTP connections from other IP’s? Or maybe even based on locations? (I’m in the UK for example)
We need to be able to connect to the server to troubleshoot this further, can you check with your hosts on why our connects may be timing out?
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Josh
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June 8, 2017 at 7:40 am
I used the credentials you sent to log in and check the registrations from yesterday. Of those, I see only 2 unique email addresses. Is there a third registration with a unique email address that I don’t see there in the registrations list?
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Josh
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June 8, 2017 at 7:58 am
Along with the above, it will help if you can follow this guide to increase memory allocated to WordPress:
https://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP
Currently the WP_Memory limit is set to the default 40MB. Your host has given you a higher memory limit to work with, but WordPress isn’t using the higher limit. This is very important because the Visual Composer plugin takes a significant portion of that 40MB, so your WordPress installation is running low on memory which will lead to more out of memory errors.
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commgladm
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June 8, 2017 at 9:49 am
They asked if you could provide IP so that they can check logs on their side.
For June 7th there are 3 transactions. Despite not being entirely unique Aleks (TEST) Arnaut at 4:37 pm came across to Mailchimp and so did R. Low at 11:45 am. The first one, N. Wheeler at 9:12 did not.
I will ask the admin team to modify the WP_Memory limit.
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commgladm
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June 8, 2017 at 9:53 am
BTW, hosting company confirmed it looks like you are being blocked. Once they have IP, they can unblock.
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Josh
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June 8, 2017 at 10:39 am
Is the email address that belongs to N. Wheeler already included in the Mailchimp list?
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commgladm
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June 8, 2017 at 10:51 am
No. If I search for the email address it was not found. I now also have someone who registered today at 8:38 [R.Rowan] who did not come across.
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Tony
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June 9, 2017 at 3:40 am
I have emailed you my IP address to provide to your host so they can whitelist it.
I’ve also enabled logging within EE on your site so once we have FTP access we can investigate.
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