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Aneleise Ruggles
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October 23, 2014 at 7:35 pm
We are experiencing intermittent issues with attendee information not updating properly in EE. We processed about $14,000 in payments according to PayPal from EE registrations over the past two days but about only about $12,000 has updated properly in EE/Wordpress. Which means we have people who have paid in full but are showing up as incomplete in the EE attendee export and are not receiving their confirmation email. Additionally, our capacity isn’t updating which means that other attendees are able to register even if the class is already full.
We are hosted with GoDaddy, running wordpress 3.9.2 and EE 3.1.36.4.P.
Our return transaction page is:
http://arsenalarts.org/transactions/
Two questions:
1) We need to figure out why this is happening intermittently
2) We need a method to update the existing attendee information so that it includes all of the completed paypal information and to resend confirmation emails.
As you can imagine this is a major customer service issue and very time consuming for our staff. We look forward to your help.
Thank you,
Kimberly
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Josh
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October 24, 2014 at 7:33 am
Hi Kimberly,
The issue you’ve reported here can happen from a number of reasons. Usually it’s caused by a bottleneck in network traffic where the payment notification from PayPal times out. PayPal has a feature that’s designed to help with this where you log in and lookup the transaction notification that didn’t get recieved and click resend. Here’s a link to PayPal’s guide on how to re-send IPN messages:
https://developer.paypal.com/docs/classic/ipn/integration-guide/IPNOperations/
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Aneleise Ruggles
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October 24, 2014 at 9:08 am
Hi Josh,
Thank you. I just looked up all the transactions in the last 5 days on the Instant Payment Notification (IPN) history page and they are all showing a status as “sent”. According to the Paypal link you sent me it looks as if PayPal has received the acknowledgement message from EE. Specifically is notes that payments that are sent to “failed” would indicate that PayPal did not receive an acknowledgement to the message.
That said, I identified a payment by transaction id in Paypal that was successfully processed in PayPal but not updated in EE (1594932XM693692T) and resent it anyway. The line item in PayPal has been updated to “resent” however the attendee payment information in EE remains incomplete and the database is not updated.
Please let me know your thoughts…
Also, is there an easier way to get to attendee information then finding the class, opening the entry and clicking on attendees in the right hand column? It’s a bit cumbersome when you are trying to trouble shoot. Ideally there is a place to search ALL attendees across ALL classes by attendee name (or email or what have you) that I am missing? Let me know!
Thanks,
Kimberly
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Josh
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October 24, 2014 at 11:02 am
Hi Kimberly,
There’s an ipn log in /wp-content/uploads/espresso/logs that may shed some light on what’s happening to the missing payment notifications. If you can email a copy to the support@eventespresso.com email address along with a few of the transaction IDs that didn’t get updated we can take a look and investigate further.
If you want to view a table of all the attendees in Event Espresso 3, you can click the All Attendees link that’s on the Event Overview page.
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Aneleise Ruggles
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October 24, 2014 at 1:30 pm
Thanks, the ALL ATTENDEES button is super helpful – not sure how I missed that…
So, from the all attendees view it looks like there is actually a moment in time, vs. intermittent, where we stopped receiving updates from PayPal. It looks like the last successful update was October 21, 2014 7:54 pm (reg id#152-5446f1f275d2f – pp trans id#246794688L7623235) and the first failed is October 21, 2014 10:38 pm (reg id#145-544718b195118).
Here are a reg ids few that are completed in PayPal but not updated in EE, if you need more let us know…
Claire Fabian, Reigning Cats and Dogs – reg id: 145-5447086c91a66
Maya Wilson, Reigning Cats and Dogs – reg id: 145-54485f92d46d3
Naomi Fandetti, Reigning Cats and Dogs – reg id: 145-5447936f6d3e7
Mateo Martinez-Gerson, Reigning Cats and Dogs Jr 3:30 – reg id: 146-5448127207409
We are sending logs over via email now.
Thank you!
Kimberly
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Josh
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October 24, 2014 at 2:13 pm
Hi Kimberly,
The logs are very helpful, thanks for sending. Here is the error that first appeared in the log earlier this week:
Errors resulting from the execution of curl transfer: error setting certificate verify locations:
CAfile: /path/path/path/certs/ca-bundle.crt
CApath: none[10/22/2014 7:25 AM] – FAIL: IPN Validation Failed . /cgi-bin/webscr : http://www.paypal.com
The above error is logged for every IPN since then. When PayPal says: “error setting certificate verify locations” they basically mean “Hey, I can’t find the certificate bundle, sorry I can’t verify that you’re you!”
Since this was working up until earlier this week, it’d be good to check with your host to see if they’ve moved your site onto a new server, or did some updates/maintenance on the server and forgot to update the path to the CAfile, or the file permissions need to be updated. If they moved the site to a new server, they will need to configure a CAcert bundle for the server.
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Aneleise Ruggles
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October 24, 2014 at 2:30 pm
Thank you Josh – we will call them now and let you know what transpires. If they are able to make the updates you suggested should we then be able to resend the PayPal IPN messages to get EE to update attendee status?
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Josh
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October 24, 2014 at 2:49 pm
Yes.
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Aneleise Ruggles
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October 29, 2014 at 7:35 am
Hi Josh,
Thank you so much for your help. It turns out that GoDaddy had changed our hosting environment with out notifying us. They have corrected the issue and I was able to resend one of the IPN messages this morning and EE successfully updated the attendee.
Thanks!
Kimberly
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