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athielmarketing
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April 16, 2013 at 2:20 pm
Users are completing payment through PayPal successfully, then returning to the site to find that their payment status is ‘Incomplete.’ As a result some users are trying to register a second time, causing double payment issues.
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Josh
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April 16, 2013 at 2:28 pm
Hi Grant,
Is the IPN turned on/enabled in the PayPal account?
Have you checked this guide on how to set up PayPal?
https://eventespresso.com/wiki/how-to-set-up-paypal-ipn/
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athielmarketing
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April 17, 2013 at 7:35 am
Good morning Josh,
Thank you for your quick response. I believe the IPN is set up properly, as there is a big red box marked ‘Deactivate PayPal IPN?’ on the PayPal settings page.
I see that there are a number of troubleshooting ideas on the page you’ve provided. I will have to take a good look at these suggestions when I have some time later today. I will keep you posted on the issue.
Regards,
Grant Smith
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Josh
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April 17, 2013 at 9:48 am
Hi Grant,
I highly recommend installing the transactions page template onto your WordPress theme. That can make a big difference if there is an issue with the IPN not making it back to your site. There are instructions in the readme.txt file you can refer to when you download it. Please let us know if you have any questions on how to install it.
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athielmarketing
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April 20, 2013 at 11:10 am
Good afternoon Josh,
I’ve checked and double-checked all of my settings and also installed the simplified transaction template. Payments are still coming back ‘Incomplete.’
I tailed the Apache access log and error log throughout a checkout process and didn’t see any flags.
I’m at a loss to explain the issue at this point. What is my next troubleshooting step?
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Horst Mansel
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April 20, 2013 at 4:48 pm
Hello Support:
I’m having the exact same problem as mentioned above and am at a loss on what to do. I’m using the same PayPal account with a different shopping cart plugin with no problem. Could it be possible that there might be a glitch in your application?
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Horst Mansel
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April 20, 2013 at 5:40 pm
OK I have tried everything including putting the PayPal IP address on the Bad behavior White list, loading and selecting the simplified page template and I still experience the same problem. Yes, the PayPal account is set for IPN. The Transaction page shows “ID not supplied.” I’m stumped and really don’t know what else to do. Please Help because I need to get that resolved for my client who wants people to register and pay for seminar seats!!!!!!
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Horst Mansel
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April 20, 2013 at 6:07 pm
OK, I did some additional trouble shooting. Email messages were sent acknowledging registration and payment for the event; The Attendee report shows that payments are complete with the green check-mark; the only place it shows as INCOMPLETE is on the THANK-YOU page. That leads me to believe there is a problem in the application.
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Chris Reynolds
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April 22, 2013 at 11:21 am
Horst —
In the past we have seen issues with the Bad Behavior plugin. It’s listed on our Known Third Party Plugin/Theme Conflicts page. Can you try deactivating that plugin and testing? I know you said you whitelisted PayPal’s IP but there still may be issues resulting from that plugin.
The other thing for both of you is to make sure you can access your transactions page while logged out (e.g. you don’t have a maintenance mode plugin active, the page is not hidden, private, draft, or in the trash, etc.)
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athielmarketing
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April 24, 2013 at 10:26 am
I do not use the ‘Bad Behavior’ plugin or any other module which might be blacklisting PayPal. Do you have additional troubleshooting steps that can be taken to determine the cause of the problem?
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Chris Reynolds
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April 24, 2013 at 10:58 am
Grant —
Your payment page is public? Can you post the URL?
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athielmarketing
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April 24, 2013 at 11:15 am
http://www.bfiontario.ca/transactions/
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Josh
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April 24, 2013 at 11:25 am
There is a PayPal IPN log in /wp-content/uploads/espresso/logs that you can check for errors. If there are any errors in there please let us know.
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athielmarketing
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April 24, 2013 at 2:56 pm
Here is a link to the IPN log —> http://pastebin.com/Fy2i9Z1w
The file is set to private, however I would like to take it offline once you have evaluated it. Oddly each section starts with “Errors from IPN Validation:” although there do not appear to be errors, correct me if I’m wrong.
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Josh
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April 24, 2013 at 3:43 pm
There don’t appear to be any errors, but the last successful log entry is from 4/15/2013. If there have been any changes on your server or new/updated plugins from around 9 days ago then that would be the next thing to check.
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athielmarketing
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April 25, 2013 at 2:06 pm
I have exhaustively checked over the firewall configuration on my web server and can’t find any conflicting plugins. At this point I simply need to get the issue resolved. Do you have a premium support option available? I can provide root login to the web server as necessary.
Thanks.
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Josh
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April 25, 2013 at 3:06 pm
Hi Grant,
I’m sorry to hear that you’re still having trouble with the PayPal IPN. The Priority support token link can be found under where it says “Premium Support” to the right side column next to this thread. When we troubleshoot issues with the IPN we will typically put the gateway into test mode and run a few tests in sandbox mode. Then we will check the IPN logs. If the IPN log isn’t being written to all of a sudden, which looks to be the case here it may be something on the server end of things which may be out of our expertise to fix. Before purchasing priority support I’d recommend checking with the server admin to see if anything on the server has changed since the day the IPN log entries stopped.
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