Support

November 27, 2012 at 8:58 am

Hi Mila,

I am sorry for all the trouble this is causing you. I can help you resolve these two problems. First, which version of Event Espresso is installed right now? Are you getting an error message when you run a transaction?

There was a new feature that was added to Event Espresso 3.1.28 that added an itemized description to what is sent to Authorize.net. Trouble is, Authorize.net will not accept it if the description (pulled from the event title) is longer than ~ 30 characters. Instead of processing the transaction, it will display an “Line item 1 is invalid message” This can be worked around by shortening the event title or fixed by changing two lines of code.

If you are on a version below Event Espresso 3.1.28, then we’ll need to investigate further. Are there error messages being displayed when the transaction is attempted?

The License key issue is a separate one, and it’s due to a change in some code to help resolved some of the issues that some folks have had with the auto update system. To resolve this, we can try resetting the key for your site. I’ll reset that right now, and what you can do next is go to Event Espresso>General settings on your site and remove the key there and save. Then you can go to your account page and copy then paste the key from the account page into the key field in Event Espresso>General Settings, then save again.

If you haven’t updated to 3.1.28 yet, I would recommend getting the authnet issue resolved first. Please let us know any further details (like error messages) and we can help you get this resolved.

November 27, 2012 at 10:15 am

Hi Mila,

It looks like the Thank You page isn’t even loading up the header.
There are two things that may help narrow down the cause of this. First, you can put WordPress in debugging mode by editing the wp-config.php file. There’s a line that will say:

define('WP_DEBUG', false);

that can be changed to say:

define('WP_DEBUG', true);

With that set to true, when you hit that thank you page it will print an error message if there’s a PHP error being thrown.

You could also check the server’s error logs and look for errors at the times when the transactions failed.

If possible, it may help to remove any widgets from the thank you page. One way that this can be done is by switching the page template that doesn’t add widgets to the page (usually labeled “Full-width”).

November 27, 2012 at 10:51 am

This indicates a conflict from another plugin or a theme function. You can rule out a plugin conflict by temporarily deactivating all- non Event Espresso plugins, then test. If it’s still not working, then you can move on to temporarily switch to the default twentyeleven theme. If it’s a plugin deactivation that resolves the issue, you can try activating the plugins one by one and testing to find the plugin.

If it’s the theme, it may be a function that was added in the functions.php file.

November 27, 2012 at 11:16 am

Hi Mila,

Can you try deactivating and reactivating Event Espresso? The primary attendee error indicates that the database script did not run.

Another important step that needs to be followed when updating to Event Espresso 3.1.28 is to disable any customized templates in /wp-content/uploads/espresso/templates. Any modifications made to the older templates will need to be copied over to the new templates.

November 28, 2012 at 10:35 pm

I am receiving this same error at http://www.ksmuseums.org, the only domain I am using Event Espresso on per my license, version 3.1.28.3.P I also have looked at the fix above but nothing seems to apply to me. 1) nothing in these folders, 2) none of the plugins 3)Don’t use these settings. When I tried following the fix linked in 4) above, it is wanting to charge me for a new key. I’m currently valid until July 2013. Update obviously fails too. Any other suggested fixes?

November 29, 2012 at 10:15 am

Hi Mila,

It’s best to cover all the bases when troubleshooting. If you choose not to rule out a plugin or theme conflict, that’s certainly your choice. The error message you posted indicates otherwise, but let’s try to work through other possibilities:

Has the server been updated recently? If none of the code in the WordPress installation has changed (core, theme, plugins) and suddenly out of nowhere, something stops working, then it may be that some server software has been updated. A plugin or theme that was working fine up until that point may stop working under this new server configuration. So you may want to check with your host to see if they’ve changed anything on the server recently.

As an aside, I was working on another site last night where all of a sudden none of the WordPress editor boxes were working correctly. It turned out that the server had some reconfigurations done and could no longer handle the way that WordPress concatenates JavaScript. To top it off, someone (not the site owner or us) had logged into FTP and renamed the WordPress core jQuery library file, so as you can imagine, all kinds of things were breaking.

Another thing you can do that may help point to the problem is enable full logging in Event Espresso>General Settings and run a test registration. If WordPress has write access, it will log each step of the registration in a log file in the logs directory of /wp-content/uploads/espresso/. You can look for errors when the registration hits the payment and thank you page in that log.