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VegasDance
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September 16, 2021 at 10:53 am
Issue appears to have just started 9/14
Was alerted to the issue by a customer who ended up submitting four times and only one worked. ALL were charged via Authorize.net
After payment button is clicked, “This Registration Step Could Not Be Completed” notification appears.
I see another customer has SEVEN submissions – some with details, some without. ALL have had payment processed.
One customer’s registration shows two entries… one with details and no payment, the second with no details but processed payment.
The most recent submission shows processed payment but no details.
I went ahead and updated a couple of the plugins being used and have deleted several unused plugins. No new registrations since then to see if that helped.
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VegasDance
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September 16, 2021 at 12:29 pm
WordPress Version: 5.8.1
PHP Version: 7.4.23
MySQL Version: 5.6.41
Event Espresso Version: 4.10.13.p
I just entered a registration and when I hit the payment button, it processed for a few minutes and then the “Could Not Be Completed” notification popped up. After a few seconds, it went away leaving a screen with no details showing but a button to verify submission. Clicking that brought up a notice to fill in ALL the details… which were not showing on the page.
After all this, registration payment was successful. However, the registration record shows as “Payment Pending” even though the transaction shows as successful and shows the amount paid.
In the meantime, someone has registered successfully and all shows as it should.
Very confusing!
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Tony
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September 16, 2021 at 1:29 pm
Hi there,
The ‘This Registration Step Could Not Be Completed’ is a catch all error and usually means a fatal error has been thrown on the request, which should also show in your your server error logs.
Your host will usually have a section in your control panel to view PHP errors, check those and look around the time you ran the test registration above.
Any errors from Event Espresso there?
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VegasDance
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September 16, 2021 at 2:00 pm
Only two errors for the domain and neither had to do with Event Espresso.
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Tony
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September 16, 2021 at 2:57 pm
Ok, can you create a new event with both a paid and free ticket on it, set it as password protected and post the link to the event with the password to that event here, please?
(You can mark your reply private so only EE staff can view it)
If you go to Event Espresso -> Messages -> Settings
There’s an option ‘Generate and send all messages:’
Is that set to ‘On the same request’ or ‘On the same request’?
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VegasDance
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September 16, 2021 at 3:08 pm
This reply has been marked as private.
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Tony
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September 16, 2021 at 3:32 pm
Hmm, ok.
So as soon as I registered onto the free ticket and clicking finalize a critical error is thrown.
If there are no errors in the logs from the last 5 minutes, then I recommend using this snippet:
https://eventespresso.com/wiki/troubleshooting-checklist/#wpdebug
You add that to your site wp-config.php file and it replaces the single define( 'WP_DEBUG', false ); that you should have there already. That tells your site to log any errors in a location I can check so if you let me know when that is in place I’ll retest.
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VegasDance
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September 16, 2021 at 3:55 pm
I have set up the WP_DEBUG
Maybe I’m not seeing the correct error logs. The logs I have access to via cpanel are “Latest web server error log messages” but all seem to be site access logs. I have searched for other logs and find nothing.
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VegasDance
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September 16, 2021 at 3:56 pm
Also, your registration shows as complete.
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Tony
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September 16, 2021 at 3:59 pm
[16-Sep-2021 21:57:28 UTC] PHP Fatal error: Allowed memory size of 268435456 bytes exhausted (tried to allocate 20480 bytes) in /wp-includes/meta.php on line 1071
[16-Sep-2021 21:57:28 UTC] PHP Fatal error: Allowed memory size of 268435456 bytes exhausted (tried to allocate 32768 bytes) in /wp-content/plugins/woocommerce/packages/action-scheduler/classes/abstracts/ActionScheduler_Lock.php on line 1
Your site is running out of memory with 256MB, try upping your PHP Memory limit to say 512M (or higher) and I’ll retest to see if there are any more errors shown.
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VegasDance
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September 16, 2021 at 4:19 pm
Unfortunately, the site is hosted on Hostgator and max php memory allowed is 256MB on the shared server. Any ideas on how to optimize that?
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VegasDance
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September 16, 2021 at 4:21 pm
Hmm, I found where I could make changes and it let me bump memory to 512. So, maybe the info I read was outdated.
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VegasDance
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September 16, 2021 at 4:23 pm
I entered a registration and it went through successfully. Thanks for the assistance. Very much appreciated.
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Tony
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September 17, 2021 at 2:12 am
I’m glad its now working for you.
Don’t forget to either remove that snippet or just leave it there and set WP_DEBUG back to false to disable it again.
Also, remove the debug.log file in your /wp-content/ directory as that’s publicly available (is created with the above snippet active)
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