Support

August 13, 2015 at 3:35 pm

Hi Cynthia!

I’m happy to help with your support request. See my responses below.

I need assistance resetting our license key. It was used in dev to activate configuration settings that were not available to us.

I have reset your license key. Please remove the key from the field in your Event Espresso General Settings, save the blank field, then reenter the key and save again.

I need a coupon module integrated with EventEspresso so the public can enter a coupon to discount the price of each ticket. For instance, each $20 ticket would be discounted by $X at purchase.

It turns out that we are very close to releasing a promotions code add-on for EE4. We are finishing up some testing and should release very soon. Subscribe to our email newsletter through our site to be notified when it has been released.

Last, I was hoping you could setup the current video we plugged into the top of the event detail page as a full-width background that starts playing on page view. Not required, but would really like your help with this.

Sorry, we aren’t able to take on theme customization projects. Have you talked to your theme developer about this? Also, check out a cool plugin I like called Beaver Builder. It allows you to add background images to your pages.

August 13, 2015 at 4:53 pm

Promotions will initially work on a per-event basis, not a per-ticket basis. That means a fixed dollar amount promotion code can only be used once per event. So if your attendees are purchasing multiple tickets, it’s best to use a % discount.

Per-ticket discounts (as a scope) are planned for a future release.

We’re aiming to release promotions asap.

August 14, 2015 at 8:15 am

Hi Cynthia,

No you did not. Your support token is still available for use on your account.

Is the image that you shared (https://www.dropbox.com/s/lrsv7vqaspoc9c7/image.png?dl=0) what you currently have or is it a mockup of what you are trying to add?

—
Lorenzo

August 14, 2015 at 12:58 pm

Hi Cynthia, that can be done but will require some familiarity with PHP and CSS since you’ll be repositioning the existing content. The good news is I have an example of this from a child theme that I’ve been working on as a project. Here is what it looks like:

http://cl.ly/image/1n1h1l0C023e

It is not an exact match but the layout is close and it also introduces some extra stuff that attendees may find helpful like the ability to click on a link to get driving directions.

First, download this file: http://cl.ly/code/3Z0C330c0C2j/download/content-espresso_events-venues.php

Then login to your site using an SFTP or FTP client such as FileZilla or Cyberduck. Then browse to your child theme folder if you have one:

/wp-content/themes/yourchildthemefolder

Then upload the content-espresso_events-venues.php file there. If you do not have a child theme, then upload the content-espresso_events-venues.php file here instead:

/wp-content/uploads/espresso/templates

Next, you’ll need to add some styles to your site either via your child theme’s stylesheet or through a plugin like My Custom CSS or Reaktiv CSS Builder. This CSS handles the split layout:

.one-half,
.one-sixth,
.one-third,
.three-fourths,
.three-sixths,
.two-fourths,
.two-sixths,
.two-thirds {
    float: left;
    margin-left: 2.564102564102564%;
}

.one-half,
.three-sixths,
.two-fourths {
    width: 48.717948717948715%;
}

.first {
    clear: both;
    margin-left: 0;
}

I’m interested to see how it appears on your site. Could you share a screenshot once you’ve followed the steps above?

Thanks

—
Lorenzo

August 17, 2015 at 8:31 am

Hi Cynthia, have you tried adding an image to the venue description area?

—
Lorenzo

August 17, 2015 at 10:28 am

It looks great! Did you have any other questions on the venue templates?

—
Lorenzo

August 18, 2015 at 7:24 am

Hi Cunthia,

Do you have long ticket or datetime descriptions set within the event? – http://take.ms/a0EY1

August 19, 2015 at 4:07 am

That’s likely what is causing the error.

However I can’t give you an exact character limit to use as its different depending on multiple sections of the Invoice. What’s happening is the ticket description is long enough to span multiple pages, which unfortunately is something DOMPDF (the library we use to generate the PDF’s) can’t handle.

To double check try removing the description and update the event, then re-download the PDF and see if the error is no longer thrown. (Be sure to save a copy of the ticket description somewhere)

Then if the error is no longer thrown, to fix this you’ll need to reduce the ticket description length.

August 20, 2015 at 9:12 am

The odd thing is that the error only happens with the PDF download but not with the receipt. Weird right?!

Although similar the Receipt and Invoice have different layouts, slight differences may mean that the description may span multiple pages within the Invoice, but not within the Receipt.

So although it may seem weird, it fits.

Note that whilst that error is being thrown you’ll likely not be able to download Invoices for the registrations at all.

You could remove the description from the Invoice and just provide all of the other details, would that work?

1) why is our license showing as expired

You license isn’t expired, the notice is a false positive. However it should have been fixed when Jonathan reset your license key, did you follow the steps of re-assigning your key post there?

I’ll reset your license key again.

Please remove the key from Event Espresso -> General Settings.

Save the settings (with a blank field)

Copy the key from your account page.

Paste it into the field within General Settings (be sure to check for whitespace before/after the key) then save the settings once again.

If you still have issues after that please let us know and we will issue you with a new key.

2) we are using “LearnDash” but the plugin doesn’t seem to be playing nice with the events checkout. Nothing happens after the ticket purchase. Any ideas?

The LearnDash Add-on was not developed by ourselves but do you see any errors on the page at all?

August 21, 2015 at 3:03 am

Hi Cynthia,

We haven’t received any further information for your support token, have you redeemed a token through your account page?

If you view your account page, under your support license keys you will find a link to redeem a support token. This will take you to a form to provide all of the relevant details we need to work on the token.

Once that form has been submitted we can take a look at your site and investigate 🙂

August 21, 2015 at 1:54 pm

Hi Cynthia,

We’ve not received any log in details for the site, although I did notice your other thread created for the support token, did you previously submit the form?

I’ve added a link to your other thread to provide log in details, which is:

https://eventespresso.com/send-login-details/

As soon as we have login details we can get to fixing this up 🙂

August 24, 2015 at 9:20 am

Hi Cynthia,

I believe I have found the cause of the licensing issue and have emailed you through your support token, could you reply there so we can investigate further please.

August 24, 2015 at 1:36 pm

I had a look over the System Information report within Event Espresso and noticed the site was running on 40M of memory.

With multiple plugins, the current theme (and its plugins which are known to be resources heavy) I’m surprised you did not see a Fatal error showing memory exhausted.

So I have now increased that limit to 128M using a value set within wp-config.php file

If you continue to have further problems I would recommend contacting your host and check the load on the server, if it’s a shared server then if one site has a problem on the server it will often bring the server to a crawl.

Looking over the site I can’t see any other reason for the site to slow down 🙂

August 24, 2015 at 1:54 pm

You’re most welcome and the same to yourself 🙂