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pshoemaker
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September 28, 2022 at 9:14 am
We had a person register for one of our classes yesterday on this page, https://polymers-center.org/training/extrusion-troubleshooting/. We only received the PayPal notice, we never received the actual registration notice. This has never happened before and we need help trouble shooting the issue.
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Garth
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September 28, 2022 at 12:07 pm
Hi there,
Here are some steps to help with troubleshooting:
1) Usually things don’t just stop working, so try to find out what changed. Did someone change settings, or update the server or update the plugin or theme? Have you tested today that registration emails normally sending and received fine?
2) Look at the Messages Activity to see if the admin email was generated. Visit: Event Espresso > Messages > Messages activity to see if the message was generated and sent. If the message was not generated, then it could be that someone disabled the admin emails or the admin context.
3) Were the emails sent to the attendee? Look at the Messages Activity again and see if the messages were generated and sent to the attendee.
4) Test your own registration and see what happens.
Once you start testing the different ways that the emails are collected, processed and sent, then we can determine what might be the problem.
What version of Event Espresso and WordPress are you using?
Does that help?
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pshoemaker
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September 29, 2022 at 4:43 am
I just logged in to check, we were on version 4.10.38. I just updated the software to 4.10.39.
1. Yesterday I filled out the form in question and the customer did not receive it. I will try again today now that I have updated the software. Q: I am not completing the full registration, stopping at the payment (on PayPal) screen, should the client still receive the registration form? My test did not show in the message activity.
The only thing that was changed was that I went in recently and made a separate unrelated course “sold out” (as per clients request). Plugins are updated constantly so not sure which one could have caused the issue.
2. Looking at the message activity, I only see the “payment received” message on the registration in question sent to the attendee, dated (9/27/22). Nothing was sent to the event Admin as usual. I have a screen shot.
I went into General Settings and the primary contact email is correct and still listed. You mentioned above that “someone may have disabled the admin emails or the admin context”. Where do I go to check this?
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pshoemaker
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September 29, 2022 at 4:50 am
Also, I see that my test registration is listed in “Registrations”, but no notice was sent to the event admin. On the same date/event in question there are 3 different registrations that show Overpaid in the TXN Date. Not sure if that has anything to do with this or not.
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Tony
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September 29, 2022 at 12:47 pm
Hi there,
Who hosts that site? GoDaddy? Are you using their Managed WordPress hosting package?
All pages on that site have forced server-side caching.
1. Yesterday I filled out the form in question and the customer did not receive it. I will try again today now that I have updated the software. Q: I am not completing the full registration, stopping at the payment (on PayPal) screen, should the client still receive the registration form? My test did not show in the message activity.
Messages are triggered when the payment is complete and the user hits the thank you page. If you stop at the payment step no messages will be triggered.
Create a new test event with a free ticket on it (set it to password protected to prevent users from registering onto that event) and register onto that, does that trigger messages?
I went into General Settings and the primary contact email is correct and still listed. You mentioned above that “someone may have disabled the admin emails or the admin context”. Where do I go to check this?
Test the free registration first and confirm if messages send with that, we can dig into this further if needed but I suspect this isn’t an issue with messages templates currently.
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pshoemaker
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September 29, 2022 at 3:05 pm
Yes, the site is on GoDaddy’s Managed WordPress but it has been for years without any issues with Event Espresso.
They have left for the day so they are not responding. I see that you registered for the class in question. Where are directions to create a test event?
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pshoemaker
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September 29, 2022 at 3:07 pm
Your registration is listed in the “messages” with payment failed next to it. There are no other messages.
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pshoemaker
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September 29, 2022 at 3:15 pm
I set up a test event. I filled out the form. It did not take me to PayPal (maybe because it was free?). Anyway, I now see two messages, one stating registration was approved registrant (context) and the other registration approved event admin (context). Perhaps it was a fluke? It looks like it may be working again.
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Tony
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September 29, 2022 at 3:36 pm
Yes, the site is on GoDaddy’s Managed WordPress but it has been for years without any issues with Event Espresso.
My experience supporting our customers on GoDaddy Managed WordPress hosting has been nowhere near as plain sailing for them.
GoDaddy force server-side caching on all pages of the site, you can’t cache e-Commerce requests like Event Espresso because each request is unique to the individual visitor. They didn’t have options to exclude pages from caching (like pretty much any other host would) and provided an option to disable the cache by manually removing the object-cache.php file from the site.
This solution: https://eventespresso.com/topic/incompatible-with-godaddy-managed-wordpress-hosting/
Was taken directly from their support and we posted it here to help others.
That worked fine, until they would randomly re-add that file out of nowhere days/weeks/months later, confusing us and their customers after their support team advised it was the correct method.
In short, I can not recommend using Managed WordPress Hosting with Event Espresso with the cache enabled, you get all kinds of weird and wonderful issues with it, fix/workaround those and then they randomly re-appear later.
Your registration is listed in the “messages” with payment failed next to it. There are no other messages.
Thats expected, I can’t hit the thank you page on a paid with only an online payment method (Like PayPal Express) enabled without paying.
I set up a test event. I filled out the form. It did not take me to PayPal (maybe because it was free?).
Correct, EE will not direct you to a payment merchant to pay a zero-priced ticket 🙂 The registration simply finalizes.
Anyway, I now see two messages, one stating registration was approved registrant (context) and the other registration approved event admin (context). Perhaps it was a fluke?
It sounds like, for whatever reason (we can’t know with the details available) the user did not come back to the thank you page after making the payment, maybe they closed the browser?
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