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d2baseballnews
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April 10, 2015 at 7:41 am
We just started using Event Espresso and up until last night, it was working GREAT!
One of our customers contacted and posted the following issue in their registration process. Can anyone see what might be the issue here? Thanks in advance!
“When I input my information and click proceed to payment, it says an error has occurred and my form data could not be applied to any valid registrations. It then takes me to a page that says there is nothing in my event queue.”
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Tony
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April 10, 2015 at 8:00 am
Hi there,
Your site is using server side caching which is cause the registration to fail.
Who is your hosting company?
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d2baseballnews
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April 10, 2015 at 8:03 am
GoDaddy.
It has worked so far with several registrations. But all of a sudden, this has happened with one person.
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Tony
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April 10, 2015 at 9:11 am
I’m guessing that’s GoDaddy Managed WordPress hosting?
That hosting package runs server side caching on all pages of your site with no option to exclude pages from the cache.
The Event Espresso pages can not be cached as they pull the information from the database for each registration.
Unless GoDaddy have recently changed this package to allow pages to be excluded Event Espresso will not work with that set up. I would recommend contacting GoDaddy and request they exclude the page URL’s listed here:
https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/
from caching on your site, if they are unable to do this (with previous users that have always refused) you will need to host the site using another package that does not cache all pages of your site on the server in order to use Event Espresso.
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d2baseballnews
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April 10, 2015 at 9:16 am
Thanks for the quick response! I will contact GoDaddy!
Is there a reason why it has worked for 5 registrations before???
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Tony
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April 10, 2015 at 9:24 am
I’m actually not sure to be honest. Maybe the pages hadn’t cached up until now (although that would be rare)
If you check over all of those 5 registrations, are all of the custom questions included and answered correctly?
Look within Event Espresso -> Registrations.
Then open each registration and check all questions.
The reason being that I wouldn’t actually expect that many registrations to work correctly if all EE pages are cached, so its worth double checking that the registrations did actually work correctly and all information saved.
I can say for sure, that with the current setup and those pages cached, Event Espresso can not function correctly.
Note this is not an issue specific to Event Espresso. Any eCommerce type plugin or plugins that dynamically create/display data will have issues with these kinds of set ups.
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d2baseballnews
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April 10, 2015 at 9:35 am
All five have all of the information filled out by the applicant.
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d2baseballnews
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April 10, 2015 at 9:43 am
Just talked to Godaddy. They say there is nothing they can do on managed WordPress.
I’m in the middle of registrations…and dead in the water.
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Lorenzo Orlando Caum
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April 10, 2015 at 9:48 am
Hi, they can do something for you. Their managed WP Hosting platform forces cache but they do offer other plans that do not.
Could you ask them to switch you to a plan that does not force caching?
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Lorenzo
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d2baseballnews
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April 10, 2015 at 9:51 am
They did mention that…but also stated it might cause issues with our site. Such as the site slowing down.
As we run our business and are not website programmers…not sure that moving to the other services would do to how we operate or create issues.
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Tony
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April 10, 2015 at 10:11 am
All five have all of the information filled out by the applicant.
So a single user registered for 5 tickets? That would make sense, as the cache would be created with that single user, any users after that, get the cached pages created from the first user, make sense?
They did mention that…but also stated it might cause issues with our site. Such as the site slowing down.
Caching is the ‘easiest’ way to speed up your site, however it is also the easiest way to reduce the load on GoDaddy’s servers. Most hosting providers that offer similar packages to this also offer a way to exclude specific pages from caching, for no other reason than to accommodate for eCommerce and such plugins like EE.
GoDaddy do not offer this option (it is possible as shown by many other hosting companies)
GoDaddy do offer other hosting packages that do not cache all pages, did they not offer to move you onto one of those packages?
Within your control panel is there a ‘purge cache’ button? Using that will clear the current cache, but as soon as a user visits the page again (or registers onto EE) the cache will be re-crated and you’ll have this same problem.
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d2baseballnews
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April 10, 2015 at 10:37 am
They were five separate users. And they went through so not sure how. I am reaching out to GoDaddy again on this issue.
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Josh
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April 10, 2015 at 1:11 pm
Hi there,
It turns out that there are other managed WordPress hosts, like WPEngine, where they do allow for excluding some pages from the cache. There are better options for running an e-commerce solution on a managed WordPress host.
I can advise getting in touch with GoDaddy’s award-winning 24/7 support to request the site be moved to a hosting plan that does not cache everything all the time.
The downside of moving to a non-managed hosting package can be mitigated as well. This is because you can set up caching with a plugin like WP Super Cache on their regular Linux hosting package. This way you’ll enjoy faster page loading speeds along with the needed flexibility of disabling caching for e-commerce pages.
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d2baseballnews
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April 10, 2015 at 3:50 pm
GoDaddy is saying they do not manage the cache, except on things like pictures. They are on the line now and stated that anything coming out of the database is not cahced.
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d2baseballnews
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April 10, 2015 at 4:04 pm
Just got off the phone with GoDaddy. They stated that they do not cache dynamic data.
They did a test registration….and so did I…and both went through. So whatever problem the guy had that I listed in the beginning of this, I am not sure we have found it yet.
I am going to have him try to re-register.
In the meantime…maybe the issue was something else???
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Lorenzo Orlando Caum
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April 10, 2015 at 5:35 pm
Hi, I think there may be some confusion on the wording. If you are on the Managed WP hosting plan with them, then you are going to run into sporadic issues as the caching is forced.
Here are a few other members that ran into issues due to the forcing of the caching:
https://eventespresso.com/topic/mijireh-gateway/
https://eventespresso.com/topic/event-espresso-not-work-in-chrome/
https://eventespresso.com/topic/invoice-option/
https://eventespresso.com/topic/register-and-payment-not-showing-up/
The quickest solution would be to have them relocate you to a hosting plan that does not force caching and then setup a plugin like WP super cache:
https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/#wpsupercache
That change will cache static content on your site like WordPress pages and posts while leaving dynamic content like registration checkout excluded (not cached).
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Lorenzo
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d2baseballnews
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April 10, 2015 at 6:04 pm
Okay thank you. As I said, when I talked to them, they stated that the managed word press sites they host, they dont force cache dynamic data (only on things like pictures).
I even sent them to that page you listed above, which he read through. But then came back with the same answer. And he was one of the experts in the word press hosting department.
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Josh
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April 10, 2015 at 6:33 pm
Are they going to move you on to a non cached hosting platform? If not, can you ask them why the http headers on your site include:
X-Cacheable: YES:Forced
We see this same http header information whenever there’s a report of registration problem like this one.
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d2baseballnews
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April 10, 2015 at 6:59 pm
I will ask them! Thanks.
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d2baseballnews
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April 10, 2015 at 7:15 pm
I am on the phone with them now…and as we are talking, another applicant just got kicked out trying to register.
So, they are going to HAVE to move me.
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d2baseballnews
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April 10, 2015 at 7:47 pm
GoDaddy is moving the site to a Linux platform. Got some copy and pasting to do.
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d2baseballnews
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April 12, 2015 at 10:20 pm
Okay we just ported the site to a new Linux based platform.
But now Event Espresso isnt working at all. I get blank registration page.
Is this because the old site exists (the managed WordPress site) still in GoDaddy?
Please tell me how to complete this move. Thanks!
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Josh
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April 13, 2015 at 7:45 am
Hi there,
Can you check the error log on the new server for the time the blank registration page occurred? You can also enable the WordPress debug mode ande it will print the error on the screen for when there’s blank screen. The error message is important because it will inform what’s need to be done to fix.
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d2baseballnews
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April 13, 2015 at 10:16 am
Looking for the error message!
If you’d like, you can see what it is doing by going to this page and then press the register button…
http://www.d2baseballnews.com/events/d2-baseball-news-pro-combine/
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d2baseballnews
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April 13, 2015 at 10:17 am
Josh, I show no error message. When the registration button is pressed on that page I listed above, it just goes to a blank page….
http://www.d2baseballnews.com/registration-checkout/
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Lorenzo Orlando Caum
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April 13, 2015 at 10:41 am
Hi, could you try raising the memory that is available to PHP via your wp-config.php file?
There are steps on how to do that available in the WordPress codex:
https://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP
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Lorenzo
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d2baseballnews
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April 13, 2015 at 11:14 am
I am looking….not real clear where to make this change.
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d2baseballnews
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April 13, 2015 at 11:27 am
I believe I did it…but no luck
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d2baseballnews
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April 13, 2015 at 11:43 am
I really need this fixed now. we are ending registration in a few days….and we havent been able to even accept registrations for almost a week due to one issue or another.
First it was caching, so we spent a bunch of time and money this weekend moving the entire website to a new platform…just so this will run. And now it wont run.
I am out of time guys….
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Lorenzo Orlando Caum
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April 13, 2015 at 11:51 am
Hi,
Was it added towards the middle of the wp-config.php file?
If it was added to the end, then it may not be picked up by WordPress. Double-check the location and relocate it if needed.
Another possibility is a conflict with another plugin. Could you briefly deactivate all plugins and then reactivate only Event Espresso and re-test?
If it works, then begin restoring your site a few plugins at a time until you locate the source of the conflict.
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Lorenzo
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d2baseballnews
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April 13, 2015 at 11:56 am
Not sure on the wp-config file as I do not have the expertise to do that.
I will check the plugins.
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d2baseballnews
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April 13, 2015 at 12:09 pm
Okay I think I may have found the issue….when I deactivate “Event Espresso – Ticketing (EE4+)” and “Event Espresso – MailChimp (EE4.4.5+)”, it works.
So the problem seems to be with those plugins.
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d2baseballnews
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April 13, 2015 at 12:26 pm
Also, it isnt entirely fixed. Even though I can click register and get to the first page of getting info once I deactivate those two plugins…it wont go to Step 2 for payment.
And lastly, I am back to the problem of not even being able to see event espresso on the tabs in Word Press….nor when I try to access through the plugin…all I get is “You do not have access to this route.”
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d2baseballnews
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April 13, 2015 at 1:15 pm
I’ve uninstalled and re-installed the three plugins. And I still do not have access to the tabs to see the events (and when I try in the plugin, it gives me that “You do not have access to this route.”
And it still isnt working after all of that.
Guys, I really am out of time. Our phone lines are lit up with people…business we are losing.
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Tony
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April 13, 2015 at 1:29 pm
Hi,
So have you upped the WP_MEMORY_LIMIT value within wp-config.php (its unclear if that step has been completed)?
Within the Dashboard, do you see the Event Espresso menu? Like this – http://take.ms/XN1bB
If so if you hover on the menu what options do you see?
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Lorenzo Orlando Caum
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April 13, 2015 at 1:30 pm
Hi, those are our own plugins and should not create a conflict on the site. At this point, it would be helpful to have access to the WP dashboard.
Please complete this form and do double-check that the credentials are valid before submitting the form:
https://eventespresso.com/send-login-details/
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Lorenzo
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d2baseballnews
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April 13, 2015 at 2:52 pm
I sent login info to Lorenzo
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Lorenzo Orlando Caum
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April 13, 2015 at 3:10 pm
Hi, could you test the site again to see if its now working?
I raised the memory that was available to PHP via the wp-config.php file.
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Lorenzo
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Cara
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April 13, 2015 at 4:01 pm
Hi, I host through Hostgator and just started experiencing this problem as well today. has been working fine before. Has it been confirmed it is a Cache problem?
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d2baseballnews
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April 13, 2015 at 4:04 pm
Just tested and I believe we are all set on registrations.
Meet you able to look at the tabs not showing up in WP?
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Josh
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April 13, 2015 at 5:45 pm
@d2baseballnews:
If you see the “You do not have access to this route.” message as an admin, you can go to Event Espresso > Maintenance > Reset/Delete Data and click the “Reset Event Espresso Capabilities” button. If you don’t have a Maintenance menu item, you can go to yoursite.com/wp-admin/admin.php?page=espresso_maintenance_settings&action=data_reset to reset the capabilities.
@Cara, please start a new thread and we can help you.
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