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patrick miller
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May 28, 2015 at 11:07 am
Hello,
This may be a support token issue, but I dont know how to use the token, it is a round table of links that gets me nowhere but here.
So, when someone registers the page does not redirect to the thank you page, or change page or anything… the system does not react to the registration button being pushed to finalize a registration or payment. The page does nothing, it acts as if the pay/register button wasnt clicked. The students are being charged, some cases three times because they think the system didnt take payment, but it did. We keep having to issue refunds because the system doesnt forward or redirect or say thanks for your payment or anything. I just want it to be fixed. Use the support token in our account, it doesnt matter, we will buy another if needed we just need this to be fixed. What needs to happen for you guys to fix it?
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Tony
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May 28, 2015 at 12:09 pm
Hi Patrick,
Did you recently purchase a support token? I can not find one within your account so have asked our sales team to investigate.
I just tested a registration on one of your events and couldn’t get the registraion data to process. Do you have any caching enabled on the site?
Whilst our sales team check this out can you provide login details using this form please:
https://eventespresso.com/send-login-details/
I’ll take a look and see if I can find a cause for this.
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patrick miller
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May 28, 2015 at 12:52 pm
Hi Tony,
I dont use any caching plugins, they always seem to break the sites and/or slow them down if not just being incompatible with other plugins. If you think that would help then I am all for using W3 Total Cache but that is the only one I would conciser using. I have sent the FTP credentials and additional info to the support link above.
Thank you,
chris
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patrick miller
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May 28, 2015 at 12:59 pm
I think the reason you dont see the support token is because two weeks ago when we were having issues i filled out the form and submitted it… but no one ever helped us. I didnt even get all my questions answered let alone have someone fix anything or help with my migration from EE3 to EE4. That is something you guys should fix, just because someone submits for support should not delete their token if support isnt rendered. If we have to buy another one I will but we should not have too. The final support thread from two weeks ago answered a couple questions but no where near all of what I asked. We ended up getting the equivalent EE4 plugins and core but no help was rendered as far as actual support.
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patrick miller
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May 28, 2015 at 1:02 pm
Here is the other support thread… it was three weeks ago I guess.
https://eventespresso.com/topic/past-events-show-register-add-to-cart-links-both-show-on-multi-reg-ee3-4/
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Tony
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May 28, 2015 at 2:03 pm
Hi Patrick,
Caching plugins need to be correctly configured to function properly, as much as they may seem to be plug and go, they very rarely are. If you have previously had problems using caching plugins I would recommend not using one on the live site without thoroughly testing it on a dev site first.
That is something you guys should fix, just because someone submits for support should not delete their token if support isnt rendered.
The removal of support tokens is not automatic, we (support) verify the amount of support time taken with a request and remove the token if a user has used the 30 mins provided with the token. The time spent on a support token may or may not include a fix depending on what has been requested and the amount of time taken to work through questions, answers and reproducing the issue, we try our best to help as much as we can within the time frame given of each token.
I’ve been looking over your site to find the cause of the problem and found a few issues.
Your EE thank you page is throwing a ‘Too Many Redirects’ error – http://take.ms/q8SLR
I removed the EE shortcode in use on that page and the issue remained, so this is not an issue with Event Espresso. The page is redirecting from its current slug to thank-you-2 and then throws the error. Have you setup redirects for the thank you page somewhere?
To ‘fix’ this I created a new thank you page, ‘thank-you-ee’ and set this as your primary thank you page for EE. This works better, but now throws a new error (previously we couldn’t see this because of the redirects)
Your site is running out of memory:
Fatal error: Allowed memory size of 100663296 bytes exhausted
To fix this the Memory limit needs to be increased, this is done using the WP_MEMORY_LIMIT constant within wp-config.php:
http://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP
You may need to set the value to 128MB or even 256MB, like this:
define( 'WP_MEMORY_LIMIT', '256M' );
both of those values are rather high but your consumption depends highly on the plugins in use.
Using the FTP details provided I tried to increase this limit for you but turns out I do not have access to the correct folders with the details sent – http://take.ms/waB4U
If you could please increase that memory limit I will retest a registration and see if any further errors are reported.
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patrick miller
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June 1, 2015 at 9:39 am
Hi Tony,
I you should be able to get to the folders now. I am going to go through the codex and see if I can figure it out. I appreciate your help.
chris
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patrick miller
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June 1, 2015 at 11:14 am
Hi Tony,
you should be able to get to the folders now. I am going to go through the codex and see if I can figure it out. I appreciate your help.
chris
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patrick miller
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June 1, 2015 at 11:30 am
Hi Tony,
I have added the memory increase to the config file. It doesnt seem to be helping. Your credentials should work to get on the server. We have spent a lot of money and time trying to get the system to work but it seems it is still causing registration and payment issues. We need some major help. I have bundle classes setup and they arent showing in the event table list as it was three days ago. I dont understand how it was working one minute and not the next. You guys are constantly rolling out updates which I appreciate and hopefully this is something that can be fixed soon. Please get back to me with your findings. Is their a phone number I can call as there is just too many things to go over in a thread and a little one-on-one would elevate a lot of time and headache. If we do the 5 bucks a month VIP, a support token and suck what kind of assistance would we get. I appreciate your help.
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Josh
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June 1, 2015 at 4:17 pm
Hi Chris,
I sent you an email. If your email account is still set up to filter/archive all our emails, please check there and reply back to me ASAP. The credentials you sent do not work, and we need working FTP credentials in order to fix your site.
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