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GLCtraining
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December 26, 2018 at 11:26 am
Hello Event Espresso Team,
Recently registrations through EE stopped updating registration status to “Approved” after payment has been made through Paypal Express. The payment shows as being completed in the EE portal, but the status doesn’t change therefore the registrants are also not receiving messages confirming their approval.
I have been manually completing these for the past couple of weeks but need to resolve ASAP. Any insights?
Thanks!
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Josh
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December 26, 2018 at 11:49 am
Hi,
May I ask is the site updated to the current version of EE4 ( currently that’s 4.9.75 )?
Also, are there any caching plugins activated?
Also, are there any “security” plugins activated? Have there been any changes to the configuration of any of the above since the change in behavior?
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GLCtraining
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December 26, 2018 at 12:53 pm
Hey Josh,
We are on 4.9.75.p according to the “About” section.
I have WP Fastest Cache installed but it does not run automatically, only when I request it to clear cache.
I also have Loginizer and iThemes security installed on the site. Checking through the logs for iThemes, it looks like all of the recent “Brute Force” lockouts involve XMLRPC Authentication issues.
Please let me know if I can provide any additional information.
Thanks again.
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GLCtraining
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December 26, 2018 at 12:56 pm
Also forgot to mention – no changes in configuration for these plugins since before these issues started.
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Josh
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December 26, 2018 at 1:14 pm
What does that mean that the caching plugin “does not run automatically”? If I understand the benefit of a caching plugin, it’s job is to serve a cached file instead of PHP generating the page for each request.
So the first thing to troubleshoot this is make sure the registration checkout and thank-you pages are not being served from a cache. Quite likely they’re stale cached pages on your site, and that can affect the status update from the payment page. You’ll follow this guide:
https://www.wpfastestcache.com/features/exclude-page/
and set the URLS there to match what’s set in Event Espresso > General Settings > Critical page settings.
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GLCtraining
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December 26, 2018 at 3:33 pm
Josh,
Thanks for the insight. I have created exceptions for the checkout and thank you pages to make sure they aren’t serving a cached version.
I typically use Fastest Cache for clearing out any caching after updates- so I meant that I clear the cache manually. I will clear it now and hope that the exceptions prevent this issue in the future. Will report back after the next registration to update this ticket.
Thanks again,
Dan
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GLCtraining
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December 27, 2018 at 7:13 am
Josh,
We had another registration last night after excluding the critical pages from Fastest Cache, same issue. Any other thoughts? I’m happy to provide WP access if helpful.
Best,
Dan
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Josh
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December 27, 2018 at 7:35 am
Hi Dan,
If you have a moment, can you go to Event Espresso > Payment Methods > Logs, then check the log items for the last transaction. Are there any error messages there?
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GLCtraining
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December 27, 2018 at 8:20 am
Josh,
There are 9 log entries for the last transaction, which seems a bit odd to me. None of them appear to be errors from what I can tell. Also, it looks like the logs only started generating when this issue started, meaning I have no logs from before 12-20-18 although there have been a large number of transactions before then. When clicking the TXN ID it shows the payment was complete.
I can send over the string of text from the log entries if you’d like – is there a way I can send that privately as to not display the Paypal token info?
Best,
Dan
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Josh
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December 27, 2018 at 8:34 am
Hi Dan,
No need to send those, and it’s normal to see 9 entries for one transaction, that’s because of how PayPal Express does its API calls.
With regards to the logs “only started”, what’s actually happening is the logs are only kept for 1 week. After 1 week they’re deleted. If they were left they’d take up a significant amount of space in the database.
Since the logs indicate no issues with communication with PayPal, this is probably a PHP-related error. May I ask are messages set to send on separate request or send on same request? (this is set in Event Espresso > Messages > Settings)
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GLCtraining
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December 27, 2018 at 8:44 am
On a separate request.
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Josh
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December 27, 2018 at 8:53 am
Knowing that does narrow things down a bit. Do you have access to the server’s PHP error logs? If so can you check for PHP errors at the time of that last transaction that did not update the registration status?
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GLCtraining
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December 27, 2018 at 10:23 am
Josh,
I just enabled PHP Logging on the server, so I don’t have any logs from previous errors. I will update the ticket once another transaction takes place with the logging info.
thanks,
Dan
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GLCtraining
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December 30, 2018 at 10:45 am
Hey Josh,
Another registration, no errors triggered in PHP error log. Same issue, payment was completed but status was still set to pending approval unless I manually adjust.
Thanks,
Dan
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Tony
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December 31, 2018 at 7:26 am
Hi Dan,
With the above you have ‘pending approval’, should that be ‘pending payment’?
If you open the registration, what exact ‘status’ does it have and what colour is the text (blue or orange)? This section – http://take.ms/eKTjJ
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GLCtraining
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December 31, 2018 at 9:08 am
Yes, you are correct. It says pending payment, and the text is blue, identical to the link you sent over.
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Tony
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December 31, 2018 at 9:16 am
Hmmm, strange.
Ok, can you send over login details using this form:
https://eventespresso.com/send-login-details/
I’d like to review your payment logs to see if anything stands out.
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GLCtraining
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December 31, 2018 at 11:13 am
Hey Tony,
Just sent your way.
Thanks,
Dan
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GLCtraining
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January 2, 2019 at 2:33 pm
Hey Tony,
Did you get a chance to log in and review the payment logs?
Best,
Dan
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GLCtraining
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January 3, 2019 at 7:47 am
Just checking back in on this, we’re getting a lot of registrations that aren’t sending confirmation messages and is becoming an issue for our client.
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Josh
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January 3, 2019 at 10:14 am
Hi,
I just took a look, and I’m wondering if I have the whole picture here? The reason I ask is because, for example, on January 2 there were two registrations:
Reg ID 906/ TXN ID 919 which is approved and has registration approved emails logged in the Messages Activity List table as sent 4 minutes later.
and
Reg ID 907/ TXN ID 920 which isn’t approved, but has a payment amount that totals $0.00. If you look in your PayPal account is there a payment for that transaction?
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GLCtraining
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January 3, 2019 at 11:28 am
Josh,
907 did not make a payment. 906 did make a payment, and the system worked as it should, adjusted his status to Approved, and sent messages. So it seems this might be intermittent.
Reg ID 915 from today is the perfect example of the issue at hand – Full amount has been payed, TXN shows as “Complete”, but the status of the registration is still “Pending Payment”.
One other odd thing that I would like to mention, it seems that recently EE doesn’t load correctly unless I reload whatever page I’m trying to access. For instance, if I click “Events” page, it will complete loading and display only grey with the WP Dashboard on the left hand side. If I click “Events” again it will actually load the content. Same thing for any main pages of EE, “Registrations” etc. It seems like these issues are coinciding with one another so I wanted to at least bring it to your attention.
Thanks,
Dan
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Josh
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January 3, 2019 at 11:39 am
Yes, I noticed the same thing Dan. The registrations list table fatal error’d in the middle of the “What’s new in Duplicate Post version 3.2.2” notification before it could load up the first registration. It may be your server is running low on memory. Which should get logged. You could try bumping up the memory limit given to WordPress, which is something you add to your site’s wp-config.php file. Here’s a guide that explains how:
https://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP
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GLCtraining
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January 3, 2019 at 2:16 pm
Josh,
I manually adjusted the memory limit in the WP Config file to 700mb, still same issue. I’ve also temporarily deactivated all plugins on site, still same issue.
There is nothing in the PHP error log since we started troubleshooting. It really seems to me like something is bogging down EE, basic commands seem to time out but only in this plugin. If I try to sort events by date for instance, it is giving me the grey screen unless I refresh.
Any ideas?
Thanks,
Dan
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Josh
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January 3, 2019 at 2:40 pm
Is that a shared server Dan? They may have a hard limit set for the memory where you could set 700mb, but it’s capped at 96mb. It’s actually the other way around, the software sends the request to the server, and the server gets bogged down on that request. If there’s nothing in the PHP error log, you could try activating WP_DEBUG mode where it logs the errors to the wp-content/debug.log file. There’s a code snippet in https://eventespresso.com/wiki/troubleshooting-checklist/#wpdebug that activates logging only.
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GLCtraining
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January 3, 2019 at 5:48 pm
Its a WHM reseller package, yes it is shared. I will check with the hosting company and see if there is a hard limit set.
There are a lot of events in the system right now almost 70 events and 400 registrations. Do you think it would be beneficial to purge old events and registrations?
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Josh
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January 4, 2019 at 7:19 am
No I don’t think that would help. The reason being is the event page in the admin is set to load 10 events in a request, and the registration page is set to only load 10 registrations in a request. You could try changing the screen options to load only 5 of those per page to see if that helps with those page loads. Changing those settings will not help with the registrations not updating though.
Getting WP_DEBUG mode activated so it can capture errors will help things move forward.
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