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calgarybees
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April 8, 2024 at 4:32 pm
Hello,
On our event registration page, when some users fill out step 1 (attendee information) and click “proceed to payment details”, they get a generic error that says the registration step cannot be completed and to reload the page. The only troubleshooting step that seems to address the issue is to change the province to a different one and then back, and then resubmit the form and it typically works.
Users who use autofill to complete the form have not experienced this issue.
When you leave the country blank and then select a province first, then the country second, it appears to work. This leads me to believe there is some error occurring with a validation on the backend that I cannot see.
Can you please advise why this error is occurring and how we might correct? The user message displayed to users is not helpful and it’s frustrating to provide guidance to our event participants since this error occurs inconsistently and is challenging for users to work through themselves.
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Rio
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April 8, 2024 at 8:16 pm
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calgarybees
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April 9, 2024 at 8:41 am
This reply has been marked as private.
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Sam
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April 9, 2024 at 11:28 am
Hi there,
Thank you for the info.
I’ve tested the events with both the process you’ve mentioned but cannot complete the registration process.
Also, when I check the console I can see 500 error.
Can you please perform a troubleshooting to see if there is any conflict:
https://eventespresso.com/wiki/troubleshooting-checklist/
Please let us know the results so that we can help further.
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calgarybees
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April 9, 2024 at 2:48 pm
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calgarybees
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April 9, 2024 at 2:55 pm
Further to my last note, the ajax error that seems to be triggered is “reg_step_error”… what would be occurring with this form submission that would trigger this particular error code to be thrown?
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Tony
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April 9, 2024 at 3:04 pm
Hi there,
There’s a lot of code running on every reg_step, so we need the specific error being thrown here.
A 500 error means a fatal error is being thrown and that would be saved in the server’s PHP error logs, check those for any fatal errors around the time of the submission and post that here.
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Tony
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April 9, 2024 at 3:22 pm
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calgarybees
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April 9, 2024 at 5:56 pm
Hi Tony – thanks for your follow-up. I checked into the logs and it appears we were frequently hitting our server memory limit. I bumped up the PHP memory allocation for our instance and at the moment when I tested it a few times I couldn’t recreate the issue.
I will mark this as closed now (in case anyone has a similar issue, I’d encourage them to check their PHP error log to see if they are hitting the memory limit). I will reopen if this problem resurfaces and it doesn’t appear to be memory related.
Thanks, all
-Ty
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Rio
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April 9, 2024 at 11:10 pm
Thank you so much for letting us know the steps you made. If you need anything, feel free to reach us again.
have a wonderful day!
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