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Payments stopped working, license key error messages…

Posted: November 27, 2012 at 8:34 am

Viewing 24 reply threads


Mila Baumberg

November 27, 2012 at 8:34 am

I am getting error messages like these:

> You have the correct Site License Key for Event Espresso but your
> current membership access only allows for automatic upgrades on one
> domain. Please log into your account to manage your Site License Keys
> or purchase a support license now.

And the authorize.net payment system has stopped working. What the hell is going on?! I now have 14 payments that have not gone through. Very disappointed in EE.


Josh

  • Support Staff

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.


Mila Baumberg

November 27, 2012 at 9:16 am

Hi Josh, thank you for your timely response. We are running EE version 3.1.27.1.P . We haven’t changed anything on the site, nor do we have titles with greater than 30 chars. It seems it just stopped working. After the user clicks “complete purchase” the attached screenshot ( http://www.bfit-lifestyle.com/error.jpg ) is what is displayed. It looks like a page stripped of nearly all content.


Josh

  • Support Staff

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”).


Mila Baumberg

November 27, 2012 at 10:35 am

I am getting this PHP warning: Warning: session_start() [function.session-start]: Cannot send session cache limiter – headers already sent (output started at moderatedl/wp-includes/functions.php:2638) in moderated/wp-content/plugins/espresso-multiple/espresso-multi-registration.php on line 72


Josh

  • Support Staff

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.


Mila Baumberg

November 27, 2012 at 11:07 am

No new plugins have been installed, it was working fine. So I just tried updating your plugins to the new versions and now it doesn’t even show the final registration page, it just says

An error occured. The primary attendee could not be found.


Josh

  • Support Staff

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.


Mila Baumberg

November 27, 2012 at 11:52 am

SO this is even stranger. I restored the site and database to last month’s working backup and it still doesn’t work. There is obviously something going on here. If this issue isn’t resolved immediately I will have to request a refund and use a different system. All signs point to something wrong with your plugin.


Mila Baumberg

November 27, 2012 at 12:43 pm

EE seems to also be making all the events free even if a premium drop down is selected. This is quite a disaster.


Josh

  • Support Staff

November 27, 2012 at 12:57 pm

Hi Mila,

I’m so sorry you’ve run into these issues. I’m really trying to help you, and in order to resolve this, we’ll need to make sure you have a solid backup you are working from. What files were replaced when you restored to the backup? Are there any files in /wp-content/uploads/espresso/templates or /wp-content/uploads/espresso/gateways.

Which version of Event Espresso is installed right now, and which versions of the add-ons are installed (if any)?


Mila Baumberg

November 27, 2012 at 1:10 pm

Would you like access to the site? Please email tom.deberardine@gmail.com to get credentials. I appreciate your help.


Josh

  • Support Staff

November 27, 2012 at 1:33 pm

Hi there,

We have a form set up here that is set aside for sending credentials to the support team:

We can take a look if you can send WordPress admin level log in credentials via the contact form on this page: https://eventespresso.com/contact/

In order to verify whether there are older template and gateway files in /wp-content/uploads/espresso/ , we’ll need FTP access.

Please select the “I am sending login info as requested” department form.


Mila Baumberg

November 28, 2012 at 12:59 pm

Thank you, Josh. The requested credentials have been sent.


Josh

  • Support Staff

November 28, 2012 at 3:10 pm

Hi there,

We took a look and there are a few things that need to be updated so that Event Espresso can work as expected. Please take a moment to read over this list of recommendations:

1) In the /uploads/espresso/custom_functions.php file there’s an out of date copy of the add_attendees_to_db function. This will override the function with the same name in Event Espresso. This function was significantly refactored in the last update, so the function in the custom function file is out of sync with the core plugin, and will break the registration process if left alone and not updated. It’s likely that this was the source of the error on the payment page. I recommend removing this function from the custom functions file for now. If you have some necessary customizations that require changing this function, please start with a fresh copy from the version of Event Espresso you currently have installed.

2) The following add-ons are a version behind and will need to be updated in order to work with Event Espresso 3.1.28:

Groupons – can be downloaded from your account page

Permissions – can be downloaded from your account page

Mobile App Api – can be downloaded from here and uploaded to replace the older espresso-services directory that is already in place.

3) The SSL plugin needs to be configured correctly. Please see this guide for detailed instructions:
https://eventespresso.com/wiki/espresso-sslhttps/
When you configure the “Thank You” page to force SSL using the HTTPS plugins, it’s recommended to uncheck the “Force HTTPs on return URL option in Event Espresso>Payments>Authorize.net AIM settings.

4) Please see this post and choose the option that works best for you to resolve the license key error.


Mila Baumberg

November 28, 2012 at 6:14 pm

I did the recommended changes to no avail. The final stage in the registration is not processed and it shows a page stripped of most content as mentioned earlier.


Josh

  • Support Staff

November 28, 2012 at 6:31 pm

Can you try temporarily renaming the wp-content/uploads/espresso directory so the modified add attendees to db function does not load?


Mila Baumberg

November 28, 2012 at 6:54 pm

I just tried that and it is still doing the same thing.


Josh

  • Support Staff

November 28, 2012 at 7:50 pm

Okay, then at this point I recommend deactivating other plugins to rule out a plugin conflict. The theme can be switched to the default twentyeleven theme by using the theme test drive plugin in order to rule out a theme function conflict.


David Dodson

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?


Josh

  • Support Staff

November 29, 2012 at 12:22 am

Hi David,

I’ve reset your key. Please see this post and choose the option that works best for you. Please note that you might get an update error notice once more sometime after updating. If you do, you can request a reset and we’ll take care of that at no charge.


Mila Baumberg

November 29, 2012 at 8:55 am

Hi Josh, the plugin was working fine for like 2 months without any change of theme or plugins. The problem lies elsewhere. Do you have any other suggestions?


Alice Manning

November 29, 2012 at 9:26 am

Both of these happened to my site, too. I paid the $10 to change the license key error and installed the last upgrade.

Authorize.net thought it could be a formatting issue. I know that one place this may occur would be in the expiration date portion. Is it possible to provide an indicator of how the input this information? (mmyy and mmyyyy are both acceptable.)

Seems to work now, but my client is very angry that this happened considering that last update caused the problems with the css.


Josh

  • Support Staff

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.


Josh

  • Support Staff

November 29, 2012 at 10:16 am

Hi Alice,

Can you post a new topic so we can discuss the issues with the expiration date format and the issues with the CSS?

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