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Teresa Reardon
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July 17, 2014 at 3:11 pm
Last week we updated our EE3 plugin on fmcevents.org from 3.1.33.P to 3.1.36.5.P. Since then we’ve had issues with processing credit card payments. The registration and confirmation work, it shoots the attendee over to FirstData (which is our payment provider) and FirstData correctly processes the payment and sends us a notification. However, once the payment is processed and the attendee is sent back to fmcevents.org to the “Thank You” page, this error pops up: “There was a problem finding your Registration ID”. We are receiving the payment and information correctly for our records,; however, it is highly confusing for our attendees and they are calling to find out if their registrations worked or not, or are registering and paying more than once.
When I checked the attendee list and clicked on the “incomplete” icon, it does show a registration ID for each registrant. It seems that FirstData is not causing the issue, but that on returning to this page (http://fmcevents.org/thank-you), EE3 is not reading the registration correctly.
Thank you for your help!
WordPress Version:
3.9.1
PHP Version:
5.4.30
MySQL Version:
5.5.37
Event Espresso Version:
3.1.36.5.P
WordPress Address (URL):
http://fmcevents.org
WordPress Content Directory:
/home2/themist6/public_html/fmcevents.org/wp-content
Site address (URL):
http://fmcevents.org
Event Espresso Plugin URL:
http://fmcevents.org/wp-content/plugins/event-espresso/
Event Espresso Plugin Path:
/home2/themist6/public_html/fmcevents.org/wp-content/plugins/event-espresso/
Event Espresso Upload URL:
http://fmcevents.org/wp-content/uploads/espresso/
Event Espresso Upload Path:
/home2/themist6/public_html/fmcevents.org/wp-content/uploads/espresso/
Event Espresso Template Path:
/home2/themist6/public_html/fmcevents.org/wp-content/uploads/espresso/templates/
Event Espresso Gateway Path:
/home2/themist6/public_html/fmcevents.org/wp-content/uploads/espresso/gateways/
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Lorenzo Orlando Caum
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July 17, 2014 at 4:02 pm
Hi, are you using the FirstData Linkpoint payment gateway or the new FirstData e4 (offsite)?
https://eventespresso.com/wiki/payment-settings/#FirstData
—
Lorenzo
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Teresa Reardon
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July 18, 2014 at 9:26 am
FirstData e4
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Josh
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July 18, 2014 at 10:03 am
Hi Teresa,
The issue that you’re reporting sounds like it’s being caused by an older version of the First Data E4 gateway being loaded from /wp-content/uploads/espresso/gateways/. Can you check there? If there is a copy of the older version there, here’s how to fix:
1) make a back up of the old the files in /wp-content/uploads/espresso/gateways/ to a safe location
2) go to Event Espresso > Payment settings
3) Deactivate the First Data E4 gateway
4) Remove the files from /wp-content/uploads/espresso/gateways/
5) Refresh the Event Espresso > Payment Settings page. The First Data E4 settings may move down the page a bit at this point
6) Reactive the First Data E4 gateway
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Teresa Reardon
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July 21, 2014 at 10:46 am
Okay, so there was indeed a duplicate folder of FirstData from a previous version. I did the process you told me; however, it is still giving us the same error.
From what I can tell, there is a problem with our EE setup in receiving the transaction information from FirstData, and this is a new issue that we’ve only had since updating EE3. Even though the payment goes through, our EE attendee reports say “incomplete” for all credit card transactions.
In trying to troubleshoot, I’ve noticed that it’s possibly EE and FirstData are trying to go to different pages for the Relay Response. We have setup the Transactions page for fmcevents.org/?page_id=75, but FirstData is returning to the Thank You page, fmcevents.org/?page_id=73. I tried, but was not able, to find in FirstData where to change the response/receipt URL, so instead of that I added [ESPRESSO_TXN_PAGE] to the Thank You page (id 73). WordPress didn’t return an error when I ran another registration, but the attendee records still showed it as incomplete.
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Teresa Reardon
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July 21, 2014 at 10:55 am
So, actually it does return the same error when I change the shortcode in the Thank You page to [ESPRESSO_TXN_PAGE], and the attendee records stills how incomplete. To temporarily eliminate confusion for our attendees, I’ve removed all shortcodes from the Thank You page and just have a generic message. It doesn’t help our records and the issue we’re having, but at least people aren’t registering twice while we work this out.
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Josh
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July 21, 2014 at 2:25 pm
Hi Teresa,
Here is some information on where you can check the relay response URL:
https://firstdata.zendesk.com/entries/407673-Where-do-I-enter-my-Relay-Response-URL-
It may be that you’ll need to update the response URL to be:
http://fmcevents.org/?type=firstdata_e4&page_id=73
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Teresa Reardon
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July 22, 2014 at 10:52 am
Hi Josh,
So we were able to change the Relay Response URL through First Data. I tried several options—changing the info on the pages so that without changing the URL it was directing to the correct page, changing the info back and changing the URL, going to the permalink (id=73) and to fmcevents.org/transactions, making sure type=firstdata_e4 was in the URL (it was to begin with)—and all options still returned the same error, and we are missing a lot of registration records from new registrants as well. If I remove the shortcode [ESPRESSO_TXN_PAGE] from the receipt page, it doesn’t return an error but our records still show incomplete or don’t record the registration at all. If I put the shortcode [ESPRESSO_PAYMENTS] on the receipt page, there are no visible errors but it just shows the shortcode as text, and it still causes the same issues with our attendee records through EE.
Through all this troubleshooting, it keeps coming back to an error with the [ESPRESSO_TXN_PAGE], and the code not properly reading our transactions. Because this didn’t happen until we updated, could it be an error with the code or a bad upgrade?
We have spent a lot of hours on this one issue, and it is causing havoc for our event administrators and records. We need to get this issue resolved, and soon.
Thank you for your help.
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Josh
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July 22, 2014 at 3:30 pm
Hi Teresa,
I think there may be some confusion here because when I check your site, the Thank you page is actually the page with the ID of 75. So instead of
http://fmcevents.org/?type=firstdata_e4&page_id=73
The relay response URL should be set to:
http://fmcevents.org/?type=firstdata_e4&page_id=75
Relay response = Thank you page.
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Teresa Reardon
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July 22, 2014 at 3:52 pm
I did that before, and at your suggestion did it again, and it still returns the same error. There is a problem with our EE3 code, not with FirstData or the relay response.
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Josh
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July 22, 2014 at 4:10 pm
Since there’s a problem with your EE3 code, can you try using ours? You can download a fresh copy of Event Espresso 3 from your account page. You may also need to make sure that there are no templates or functions being overridden. A good place to check is in /wp-content/uploads/espresso/ and also in /wp-content/uploads/espresso/templates
Please make sure that the response URL is set to the Thank You page though, the transactions page isn’t used by the FD E4 gateway.
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Teresa Reardon
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July 28, 2014 at 11:51 am
I assume by “our copy of EE3”, you mean downloading the newest version EE3 again from our account page, and installing it on our website? I can try; however, that is exactly what we did before and afterwards was when all the errors started. So before I reinstall EE3, we need to know that if all those errors occur again because of the code, can we give you access to our site or server to troubleshoot and fix any possible issues?
What would I have to look for in the templates and functions to make sure nothing is overridden?
The error still returned and did not record payment information for attendees even when I set the response URL to the Thank You page.
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Josh
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July 28, 2014 at 11:59 am
Hi Teresa,
The copy of Event Espresso located in wp-content/plugins/event-espresso is more than likely intact. Re-installing would be advised as the last step in troubleshooting.
The point of breakage that concerns me are the leftover old files from the older version of Event Espresso located in /wp-content/uploads/espresso/gateways. I recommend removing the files from that location.
If you or someone had moved those there as part of customizing Event Espresso, you’ll want to make backups of those files so you can reference them.
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Teresa Reardon
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July 28, 2014 at 12:05 pm
I see the files under /wp-content/uploads/espresso/gateways, however I am not aware of anyone having moved them to that location, or why they are even there. Should I delete the entire espresso directory from wp-content/uploads before re-installing?
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Josh
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July 28, 2014 at 12:43 pm
Hi Teresa,
It’d be best to back those files up somewhere, then remove everything in /wp-content/uploads/espresso/gateways. After you do this, you may find that you will not need to re-install Event Espresso.
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Teresa Reardon
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July 28, 2014 at 3:01 pm
Great news, reinstalling EE3 and all addons fixed the payment recording issue, and new attendee records show the registration as complete and paid. Thank you so much for your help!
One more thing, now with the Thank You page and records functioning properly, the receipt URL isn’t reading our site’s CSS. (it’s always something, isn’t it?) The URL returns to here: https://checkout.globalgatewaye4.firstdata.com/payment/final_receipt? — the information all seems to be correct, but it simply just isn’t recognizing our CSS. Any ideas?
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Josh
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July 28, 2014 at 5:08 pm
This can happen if the web browser doesn’t allow loading insecure content via a secure page. It can be fixed by either of the two:
1) Install an SSL certificate for this domain. This will allow your theme’s CSS to be loaded via https.
2) Include the CSS inline for the Thank You page instead of linking to a file. If you go with this option we recommend building a custom Thank You page template and where it normally links to the CSS file, add the CSS inline there instead.
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Teresa Reardon
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July 29, 2014 at 9:26 am
How would I install an SSL certificate? Is that through our hosting provider?
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Josh
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July 29, 2014 at 11:14 am
Yes, in most cases your hosting provider can install a SSL certificate.
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Teresa Reardon
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July 30, 2014 at 11:06 am
Today the records error occurred again, on three separate registrations. No settings were changed in either EventEspresso or FirstData. The only thing done was I installed W3 TotalCache in an attempt to fix the CSS (in place of an SSL certificate, which we can’t afford at this time), and after that didn’t work I deleted TotalCache and all folders/files generated by it, and then put the CSS inline in a page template for the thank you page. None of these fixes worked and EE3 wasn’t reading the payment information again, so I reset everything back to what it was—-however, the records still aren’t reading payment information. What could be causing this, when nothing was done overnight to change EE3, our settings, or FirstData?
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Teresa Reardon
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July 30, 2014 at 11:45 am
We did receive error emails from FirstData for the registrations today that said: “A problem occurred while connecting to the Relay Response URL for Payment Page ID WSP-FAMIL-eI&dfQAJyg. http://fmcevents.org/?type=firstdata_e4&page_id=75”
Is this an error with the receipt page again?
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Josh
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July 30, 2014 at 12:36 pm
I think installing then deleting the caching plugin is likely what’s causing the issues here. Caching plugins will also write caching rules to the .htaccess file, the wp-config.php, and change settings in the WP database that don’t go away if you delete the plugin without shutting caching down first.
What you may need to do is reinstall the caching plugin. Once the caching plugin is re-activated you can then go to its settings and deactivate caching. Once caching is deactivated via the caching plugin’s settings, it should be safe to deactivate the caching plugin.
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Teresa Reardon
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July 30, 2014 at 2:35 pm
Fully deleting the cache plugin did fix the registration. *phew* Still no luck on the CSS not loading.
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Josh
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July 30, 2014 at 3:30 pm
Hi Teresa,
Here’s an example of a minimal page template that includes inline styles that can be used for a Thank You page. It will not match your theme, but you’re welcome to use it or use it as a starting point:
https://gist.github.com/joshfeck/10333327
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