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Processing errors after site migration

Posted: August 15, 2020 at 8:48 am


Rob

August 15, 2020 at 8:48 am

We migrated our site from a shared server to a dedicated server and have some issues with registrations not processing correctly and the licensing says we exceeded our domain registrations, even though it’s the same domain name. Please help?


Rob

August 15, 2020 at 9:52 am

https://www.giboardreview.com/wp-content/uploads/2020/08/EventEspressoError.jpg


Tony

  • Support Staff

August 17, 2020 at 4:31 am

Hi Rob,

During the migration, your site was set on a temp domain which then pinged our license servers and flagged your key as being used on multiple domains, that’s why you are getting the license error.

I’ve reset your key but licensing errors don’t prevent EE from functioning, we intentionally designed it that way as the license is only used for support and updates.

So, your current error is not likely to be related to the license key and the error posted usually means a fatal error is being thrown on the request. The text shown on the front end is a catch-all when there isn’t a ‘better’ error to display.

If you check your server error logs around the time you are getting that error does it show any error from Event Espresso?


Rob

August 17, 2020 at 7:25 am

Hi Tony,
Thank you – I did receive the email about the license key being reset.

I can’t find any reference to EventEspresso in the error logs. The error seems intermittent. I get emails about successful registrations, then an email like this: “I am trying to register for the 2020 course but the website will not allow me to complete the transaction. Initially it would not bring me to the payment page. Now I am able to get to the payment page, but when I try to finalize a message pops up saying that the I cannot complete the transaction and I must refresh the page and try again. When I refresh and try again the same thing happens.”

Any thoughts?


Tony

  • Support Staff

August 17, 2020 at 9:01 am

Any caching enabled?

That can happen if something is clearing sessions or transients but can be difficult to troubleshoot.

Who did the migration and how?


Rob

August 17, 2020 at 9:08 am

There is caching via Sucuri, but it uses the site headers. It’s been that way for a while (prior to the migration)

BlueHost handled the site migration. They moved it from a BlueHost shared server to a BlueHost Dedicated server.


Tony

  • Support Staff

August 17, 2020 at 1:07 pm

Ok, so it worked fine before the migration, right?

Initially, I tested a registration and it worked fine up to the payment options step.

Now when I register I’m getting a fatal error on the request.

See here: https://monosnap.com/file/QX3MB1jE0dbtnowGnjG7cvKZ24j3wa

That then brings up the error you mentioned.

A request returning error 500 almost always means there’s a fatal error and that should show in the error logs. If not, add this snippet:

https://eventespresso.com/wiki/troubleshooting-checklist/#wpdebug

To your sites wp-config.php file, it should replace the single line that is usually just define( 'WP_DEBUG', false );

Let me know when that’s been done and I’ll run another test to see if I can see the error.


Tony

  • Support Staff

August 17, 2020 at 1:08 pm

This reply has been marked as private.


Rob

August 17, 2020 at 1:44 pm

I whitelisted the IP

Where in the config file do I put that snippet? There is NO WP_DEBUG entry at all


Rob

August 17, 2020 at 1:45 pm

I should also say I’m not a programmer


Rob

August 17, 2020 at 1:53 pm

Ok I got the snippet added.


Tony

  • Support Staff

August 18, 2020 at 10:02 am

Great, so the frustrating part right now is the error isn’t being thrown currently.

I’ve run a couple of registrations spaced out through the day and I’m getting through to the payment options, I select check and finalizes without any issues.

Just to confirm, where exactly did you add the snippet?

You’ll usually have a comment like this in that file:

/* That's all, stop editing! Happy publishing. */

As long as you add that snippet above that line it should work.

If you prefer I can take a look at the server itself to see if any error logs are hidden away somewhere? For that I’ll need all of the details requested here:

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


Rob

August 18, 2020 at 10:13 am

On advice from a programmer, I added it at the end. I can change that, but am happy to give you the access you need. Do you need access to the cpanel or the WHM root?


Rob

August 18, 2020 at 10:13 am

Or the wordpress panel?


Tony

  • Support Staff

August 18, 2020 at 10:54 am

On advice from a programmer, I added it at the end.

… at the end is generally too late.

If you add it after require_once( ABSPATH . 'wp-settings.php' ); then WordPress has already set a constant for WP_DEBUG and yours will be ignored so it must be before that line (the comment I mentioned above is usually right before it).

Do you need access to the cpanel or the WHM root?

I just need access to the files for the site in question, the root directory of that site is fine. FTP credentials or access to cPanel (with file manager) is fine. Whichever you prefer really.


Rob

August 18, 2020 at 10:58 am

Corrected the config.php file and put that snippet above “Stop editing”

I will submit the log in for the WHM Root. If you need more than that, just let me know.


Rob

August 18, 2020 at 11:02 am

Nevermind; I see it was looking for WordPress log in so I submitted that. If you need WHM, just let me know.


Tony

  • Support Staff

August 18, 2020 at 11:57 am

The WordPress admin doesn’t give me any access to the sites files (ignore the plugin/theme editor, that’s no good for this) so I need whichever credential you want to send for that. cPanel/WHM is fine.

The form I linked is a generic form we use for any credential we request and has a section for the WP Admin (as that’s usually where we end up) and FTP credentials.


Rob

August 18, 2020 at 12:01 pm

OK I’ll give you access to both


Tony

  • Support Staff

August 18, 2020 at 12:28 pm

Just noting here I’ve replied directly via email.


Rob

August 18, 2020 at 1:09 pm

Got it. Replied with appropriate info. Thanks

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