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Cuillin
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November 5, 2015 at 3:32 am
Several clients are complaining that they get an error message when they go to the Registration Checkout page (after clicking Register Now button) and also if they process a payment ( either via the ‘Finalise Registration’ step or via the payment link in the Reg Receipt)
They either get an endless ’spinning cog’ or the ‘reg_url – refresh the page’ popup error message as follows:
—>
An error has occurred:
We’re sorry but there appears to be an error with the “reg_url_link” or the transaction itself. Please refresh the page and try again or contact support.
<–
I have checked advice given to others for this error message and have completed the following – without success obviously 😉 ..:
1. Setup no-cache/exception rules for critical pages –
(as per https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/#w3tc )
wp-.*\.php
index\.php
/training-courses-events/
/registration-checkout/
/transactions/
/thank-you/
/registration-cancelled/
2. Cleaned fragments
3. Purged cache
4. Uninstalled W3 cache
5. Cleaned fragments
6. Purged cache
7. Installed SuperCacher (per my host SiteGround)
8. Again setup no-cache/exception rules for critical pages
9. Purged cache
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Still getting the same complaint!!
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Tests were done while logged out from Admin.
Browsers tested:
Chrome Version 46.0.2490.80 (64-bit)
FFox – latest on win 7
Safari – Version 9.0.1 (10601.2.7.2)
IE 9, 10, 11
I have been unable to reproduce the error at this end.
I am using the latest WP and EE versions:
WP Ver: 4.3.1
EE Ver: 4.8.20.p
Site: https://tourismgrowth.co.uk
————
—> Could you help by testing from your browsers?
especially latest Win IE versions (most error reports are from Win IE 11)
-> To make a test registration (any of the displayed courses is fine – if you select an offline payment method, I will later delete it)
**Removed**
————
If you need a WP Admin login, pls let me know.
————
Many Thx 🙂
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Tony
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November 5, 2015 at 4:08 am
Hi there,
I’ve just tested a registration on your ‘Selling Skills for Food and Drink Businesses’ event and saw the error. (This was using Chrome)
When you submit a registration it is sent via ajax to EE and the page will update dynamically to show the next step, however on your site the ajax request is being blocked by your server – http://take.ms/5iN02
This is likely being done by the hosts Mod_Security rules, if they allow those to be changed per site you should be able to add some rules within your .htaccess file to ‘fix’ this, however I would recommend contacting your host and have them update the mod_sec rules themselves.
We are not a server admins so can not really comment on the best way to set this up, but I found a couple of threads on the WP support forums that mention the same issue:
Fix using .htaccess
https://wordpress.org/support/topic/dont-have-permission-admin-ajaxphp-add-new-category
I don’t really recommend the above as its basically disabling mod_sec within your site, some people prefer not to do that.
This post:
https://wordpress.org/support/topic/upgrade-to-22-dashboard-not-working/page/2?replies=47#post-623051
Has some details for a possible solution that your host can implement that should prevent this.
Either way If you contact siteground and send them the image I posted above and those 2 links they should be able to fix this on their servers for you.
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Cuillin
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November 5, 2015 at 4:33 am
Thanks Tony, I’ll check this with my hosts
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Tony
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November 5, 2015 at 4:55 am
You’re most welcome.
Please keep us updated and let us know if this resolves the issue (it should) as if not we can investigate further once the ajax requests are not being blocked.
One thing I didn’t think of before, are you running security plugins on the site? If so double check that they do not have a feature to block the ajax requests that is enabled as that could cause this too.
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Cuillin
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November 5, 2015 at 6:21 am
Hi Tony
Could you please do me a huge favour and take a screengrab of the error message – I can’t reproduce the error from here and SiteGround are insisting on a screengrab.
Thanks in advance 🙂
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Tony
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November 5, 2015 at 6:29 am
The image above is a screenshot of the error – http://take.ms/5iN02
I’m not sure what else they would need as it’s a 403 error message thrown by their servers.
It’s the ajax response you need to catch, this is easiest using Chrome Dev Tools.
I’m registering here – https://tourismgrowth.co.uk/courses/selling-skills-for-food-and-drink-businesses-2/
With Chrome Dev Tools open on the ‘Network’ tab add your details and click to proceed, you’ll see this – http://take.ms/pGkts
Notice the admin-ajax.php file is red (meaning an error)
You can click on that file and view its headers – http://take.ms/KXsD4
And response – http://take.ms/W4Jve
(Preview just renders the HTML so its view-able, click response for raw output)
Does that help?
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Cuillin
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November 5, 2015 at 6:45 am
Hi Tony
Thanks so much for that.
–> an aside >>
Unfortunately SiteGround are being unhelpful and a little obtuse – claiming that they can’t access the course page ( https://tourismgrowth.co.uk/courses/selling-skills-for-food-and-drink-businesses-2/) and claiming it links back to my homepage. However I can see from site access records that they only ever tried to access the homepage and did not try to access the course page :-/
<< <–
Thanks again – very much appreciated 🙂
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Tony
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November 5, 2015 at 7:17 am
You’re most welcome 🙂
Just to add, I run Windows so I started this up in IE11 (shudder 😉 ) and got exactly the same error.
Looking within the Network tab in IE its exactly the same error – http://take.ms/3z2YP
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Cuillin
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November 5, 2015 at 9:23 am
Hi Tony
I’m hoping this is fixed now – all fingers crossed – but would be really grateful if you, or one of your team, could test the registration process one last time just in case I am deluded 😉
Many thanks
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Cuillin
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November 5, 2015 at 9:28 am
One other last thing ….
Can I remove the last paragraph of my initial request:
”
To make a test registration (any of the displayed courses is fine – if you select an offline payment method, I will later delete it)
**Removed**
”
I’ve had a couple of ‘interesting’ submissions…
Thx
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Tony
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November 5, 2015 at 1:37 pm
I ran a test registration and this does look fixed 🙂
I have also removed the URL from your posts as requested (support can still view this just in-case its needed later)
Just to note when I was running through testing to grab screenshots I used values such as ‘1’ for testing, so they may be registrations from me 🙂
Either way I’m glad you got this working, did you end up disabling mod_sec completely or have they added a rule to fix this? Just so we can make a note of it if it comes up again.
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