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mktg@thewestender.com
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May 10, 2017 at 8:11 am
[Priority Support Request]
We are getting multiple reports of visitors inability to successfully register for events through EE4. One of these error messages state “The form data could not be applied to a valid registration” and for this error we are applying the workaround fix: https://eventespresso.com/wiki/known-third-party-plugin-theme-conflicts/#ngg_delete_transients
However there are other instances where we are requesting that our visitors simply keep trying multiple browsers in order to successfully process a payment for registration. At this time, our failed registrations outnumber our successful ones.
Assistance is greatly appreciated
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Josh
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May 10, 2017 at 10:58 am
Hi Darnell,
Everything we’ve found by reviewing your site points to the main problem being the NextGen Gallery systematically deleting the transient key for every transaction in progress every 15 minutes. It’s amazing that any registrations actually got through with that happening.
Tony is adding the fix to the wp-config.php which will resolve the issues caused by nextgen gallery deleting the transaction transient keys.
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mktg@thewestender.com
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May 10, 2017 at 11:14 am
Thanks Josh,
That was not the only error message we were facing but I believe it was the most prominent. Are you able to check the Event Settings and Questions to ensure that there are not other potential issues arising from some of the settings? We have had registrants report issues using the auto-fill option for our main event.
Thanks in advance,
Darnell
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Josh
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May 10, 2017 at 11:17 am
The NextGen gallery plugin will cause different error messages depending on which step they were on in the registration process.
We have had registrants report issues using the auto-fill option for our main event.
Can you explain exactly what those issues were?
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mktg@thewestender.com
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May 11, 2017 at 12:23 pm
Hi Josh, I was looking for more screenshots from visitors that I could provide so that it might give me the exact error message but I don’t have access to all of our support email addresses for this event. Many were variations of an error message referencing ‘registration’ which may be related to the NextGen issue.
We will give it a few days and see how well the registrations go through the weekend now that we have the workaround in place and I should be able to provide an update by Monday or early next week.
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mktg@thewestender.com
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May 16, 2017 at 10:48 am
Hi Josh,
Just a quick follow up here. The ticket purchases over the weekend did go more smoothly and we had less failed attempts with the NextGen workaround. However for one of our events [Ticket ID 2023] on our site, visitors are getting an error message saying “Field contains Invalid Characters.”.
This ticket allows for visitors to purchase up to 100 tickets at a time with a minimum of 6 tickets required. However, if they only purchase 6 it seems to work but if they try to purchase any more than 6 they are getting the error message.
Please let us know if there is anyway we can correct this?
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Josh
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May 16, 2017 at 1:51 pm
May I ask on which of the steps are they seeing the error message? For example is it after they select a quantity of tickets, after they submit the attendee information, or after they submit payment information?
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mktg@thewestender.com
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May 16, 2017 at 2:04 pm
They are saying that it’s after they submit the payment information.
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mktg@thewestender.com
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May 16, 2017 at 2:07 pm
We are unsure why it would be working using the minimum setting amounts but not for anything more… and now I don’t believe it is even working for the minimums.
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Tony
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May 17, 2017 at 8:16 am
Hi there,
I’ve replied to your support token with some details.
To me, it looks like there is a limit on the payment providers end that is preventing the registration from completing. Viewing the errors thrown when the payment is attempted it hints towards a limit being hit but doesn’t provide any specific info on what it is.
I’ve added a little more details to the email but just keeping this thread updated.
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