Support

July 13, 2017 at 9:06 pm

Hi there,

It appears your site is serving some compressed html. Is that a feature of another plugin installed? If so, can you try deactivating that feature? I checked the thank-you page on your site and there’s an error in the console, which may be contributing to the Thank You page not updating correctly.

July 14, 2017 at 3:32 am

Hi there,

We had this compressing HTML plugin for previous events and we could still register.

Unfortunately, that doesn’t mean it is not the problem. Has there been no other changes to site at all since then? No plugin or theme updates, new plugins installed etc?

1) The Order confirmation receipt (html) rendered shows status incomplete and the screen shows pending payment.
Event Espresso->Registration. complete
Event Espresso-> Transaction incomplete (but gets updated to complete)
So then I refresh the thank you page and now the status is updated to Approved.

Ok, the fact that you can refresh the page and the page updates means that the payment is received and is correctly updating the transaction which in turn updates the registration(s) etc.

From what I understand is the payment status update is taking time and the html is displayed before

Yes, it sounds like you are hitting the thank you page befoe the Mollie IPN has hit the site, however EE checks the registration/transaction status when that happens using the heatbeat API and the thank you page should update if a payment is received.

So if the heatbeat API is disabled on the site (it does not appear to be on your site) or if there are JS errors on the page (which there are on your site) it can cause problems with the page updating.

So to start, can you first try disabling the compression plugin you have installed please, it looks like that is the cause of the JS error currently shown on the site.

July 14, 2017 at 11:08 am

You can use this plugin to control the Heartbeat API:

https://wordpress.org/plugins/heartbeat-control/

July 14, 2017 at 12:38 pm

The error will persist unless you can restore the heartbeat API. It’s not even loading on that page. Do you have a plugin that’s also combining the individual JavaScript files?

What you may need to do is start with only Event Espresso activated, test the Thank You page, then one-by-one activate the other plugins on the site to verify which plugin is breaking the page.

July 17, 2017 at 4:33 am

Hello I added the heartbeat control plugins. Set it to post page edit and 25 seconds as thefrequency. But still the same error persists.

So you have set the heatbeat control to ‘Allow only on post edit pages’?

The thank you page needs to use the heatbeat API to check for the payment, its not editing the page so doing the above removes the heartbeat API from the front end of the site only allowing it to be used when editing a post.

Set heatbeat control back to ‘Use default’ or disable the plugin.

You mean i have only the event espresso and the mollie payment plugin activated and rest extra plugins deactivated to test the thank you page?

Yes, that’s correct.

But we have used customizr plugin for theme, hence would need to have tbat activated???

It’s a temporary measure to confirm if it’s a theme/plugin conflict. If the theme is reliant on a plugin then your can switch to a default theme such as twentyseventeen and then de-active the plugin.

See: https://eventespresso.com/wiki/troubleshooting-checklist/

July 19, 2017 at 12:11 pm

Can you send me the link so I can view the above? If you don’t want to post it on the forum you can use support[at]eventespresso.com

The settings for Heartbeat control plugin –
Default, default pending payment
Default, 15 secs or other values payment successful
Disable everywhere, default payment successful

This doesn’t really make sense.

Default, default pending payment

Meaning if the heatbeat api is loading by default it will continue to do so, using the default time interval.

This should be working, but it’s not?

Default, 15 secs or other values payment successful

Default, meaning if the heartbeat api is loading by default it will continue to do, you set a higher value than the default and it then shows payment successful?

Disable everywhere, default payment successful

Disable the hearbeat api everywhere so it can’t load on the thank you page, yet the payment shows successful? That should not load at all if the heartbeat api is disabled.

July 21, 2017 at 8:12 am

I did and I’ve had a look over your payment logs, there are none for that specific registration.

You mentioned previously that your host had an issue with bandwidth and it’s likely the IPN request failed due to this. Can you create another test registration and confirm if the same problem happens now?

I can see recent registrations on your site that are completing successfully.