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HRMS
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May 10, 2015 at 6:46 am
Hello,
I’m facing similar issue from my office network -all registrations are unsuccessful (EE_SPCO_Reg_Step_Attendee_Information – process_reg_step – 598) and their respective transactions are failed with no contact record available.
However, the registrations are successful from my place and mobile phones.
Hopefully this brings some clue to identify the root cause.
Thanks for your assistance. Good luck.
Sebastien.
For info: no server/plugin caching and all other plugins disabled.
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Lorenzo Orlando Caum
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May 11, 2015 at 8:30 am
Hi Sebastien,
I’ve split your support post reply from the original support post here:
https://eventespresso.com/topic/many-failed-transactions/#post-155688
If you see an existing support post that sounds like your issue or question, then please create your own support post and then include a link to the support post that you saw. This will help us prevent confusion when multiple members are posting.
Your issue sounds different as instead of caching services, a network firewall may be blocking access to parts of your event registration page. Could you follow up with your network administrator on this?
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Lorenzo
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HRMS
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May 11, 2015 at 7:07 pm
Hi Lorenzo,
Ok noted, thanks for the split.
Traffic on port 80 is not blocked. May I know if another port is used during registration? Thanks.
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Tony
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May 12, 2015 at 6:00 am
443 for SSL communication.
There should be more information provided with this error – (EE_SPCO_Reg_Step_Attendee_Information – process_reg_step – 598)
Is this admin or front end?
We have seen a similar issues when a users IP address rapidly changed, can you monitor your IP address across multiple requests and see if it changes (both your public and private IP)
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HRMS
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May 13, 2015 at 3:47 am
Hi Tony,
Thanks for taking care of our issue.
I confirm that our ports 80 and 443 are opened.
The error occurs during both types of registration: frontend and admin.
> Front end error message
An error has occurred:
Your form data could not be applied to any valid registrations.
EE_SPCO_Reg_Step_Attendee_Information – process_reg_step – 598
> Admin error message
An error has occurred:
An event id was not provided or was not received.
Please click the back button on your browser and try again.
EED_Ticket_Selector – process_ticket_selections – 530
I’ve monitored public and private IP addresses before and after the issue, none of them is
changing.
Finally, I would like to update the behavior:
-registration is marked as ‘incomplete’ with Contact Details missing
-transaction is marked as ‘failed’ with message “There is no attached contact for this
registration. The transaction either failed due to an error or was abandoned.”
More info: the event has ‘free admission’ ticket only.
Thanks for your assistance.
Sebastien.
PS: sorry for the delay, I’m Singapore time (GMT+8).
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Tony
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May 13, 2015 at 5:08 am
What is the exact version number of EE4 you are using?
What version number of WordPress are you using?
What browser do you use within the office (and the version number in use)?
If you connect via Wifi to your office network using a mobile device, does it then work through that?
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HRMS
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May 14, 2015 at 12:58 am
Hi Tony,
Find the details below:
EE4 4.6.26.p
Wordpress 4.2.2
Internet Explorer 11.0.9600
Chrome 42.0.2311.135 m
Firefox 37.0.2
Same behaviour in wifi and lan from different laptops
Same behaviour in wifi from mobile phones
Thanks!
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HRMS
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May 15, 2015 at 1:00 am
Add-on: same issue with EE4 4.6.27.p
Thanks for your assistance.
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Tony
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May 15, 2015 at 5:26 am
Thank you for the details.
With the above I wanted to confirm this wasn’t an issue with an older version of IE. As you’ve listed multiple browsers this obviously isn’t the issue.
As this happens on your mobile when connected to that specific network through WiFi and does not happen when connected through you mobile network this confirms this is likely an issue with the firewall configuration.
What kind of network is this? For example a small office network running cicso hardware?
Does the firewall run any kind of session management? Some attempt pt to prevent session hijacking for example?
Do you have a DMZ network you can connect to and try through that? (Bypassing the firewall in some cases)
Its possible the firewall is removing values from the query string, possible due to length. I’ll check in with our developers for any other clues as to what may be causing this.
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HRMS
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May 15, 2015 at 5:50 am
Thanks for the directions Tony.
I’ve forwarded your request to my Infra team. Keep you posted.
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HRMS
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May 20, 2015 at 9:54 am
Hi Tony,
We performed the test with a computer directly connected to our office broadband router. We’re facing the same issue. I suspect that our internet provider is filtering the URL. Could you please provide with an example of URL string used during the registration? With such info, we will contact our provider and troubleshoot.
Thanks in advance for your assistance.
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Lorenzo Orlando Caum
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May 20, 2015 at 10:47 am
Hi!
Here is an example of an URL that is posted against when you click on the register button:
http://example.com/events/my-event/?ee=process_ticket_selections
Here is an example of the URL for the thank you page:
https://example.com/thank-you/?e_reg_url_link=1-8586f299f1a1cdb3b1292d9ea2d3972f
Here is an example of the order receipt URL:
https://example.com/?ee=msg_url_trigger&snd_msgr=html&gen_msgr=html&message_type=receipt&context=purchaser&token=1-8586f299f1a1cdb3b1292d9ea2d3972f&GRP_ID=18&id=415
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Lorenzo
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HRMS
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May 28, 2015 at 11:33 am
Hi,
I confirmed with our Infra team that no firewall/proxy is in use during the tests.
We had to take the risk and open events for registration and I notice that ratio of ‘failed transactions’ is important: 179 transactions Complete versus 217 Failed.
The main concern is that these failed transactions are not tied to any contact details, so we’re not even able to process it manually. We literally loose the customer. After investigation, it appears that the step “Attendee Information” is stuck in “Initiated”. Refer here below:
Transaction Session Details
Registration Session 3sskge9qoomjimp5vbhk7hknc4
Transaction placed from IP
Registrant User Agent
Registration Step Progress
Attendee Information : Initiated May 29, 2015 7:57 am
Payment Options : Completed
Finalize Registration : Completed
Please let me know if you want to access the website for further investigation or you require me to give more inputs or do more tests.
On a side note, would it be possible to check if the attendee info is available somewhere? At least, I could ask my client to follow-up by email and register manually.
I really count on you!
Thanks in advance for your consideration and assitance.
Sebastien.
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HRMS
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May 28, 2015 at 11:49 am
Quick add: in the URL examples provided by Lorenzo above, I notice a HTTPS (secure), does it mean that I need to enable some HTTPS on my site?
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Lorenzo Orlando Caum
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May 28, 2015 at 1:30 pm
Hi Sebastien,
We performed the test with a computer directly connected to our office broadband router. We’re facing the same issue.
Do registrations work on devices or computers that are available outside of your office?
For example, what happens if you register from home or a different location than your office (e.g. mobile phone)?
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Lorenzo
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HRMS
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May 28, 2015 at 6:03 pm
Hi Lorenzo,
Each time we’ve tested outside the office it worked -please refer to details provided to Tony above.
However, the records prove that something goes wrong for half of registrations.
I can understand that firewall/proxy/caching can trigger failed transactions, but I need a mitigation plan to, at least, know try who tried to register!
Also, without being technical, I wonder why the step ‘Attendee Information’ can still be ‘Initiated’ whereas ‘Payment Options’ and ‘Finalize Registration’ are ‘Completed’.
Do you think I can recover at least email and name of the failed transactions from mysql? Your help is much appreciated.
Sebastien.
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Tony
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May 29, 2015 at 5:06 am
Hi Sebastien,
Do you think I can recover at least email and name of the failed transactions from mysql? Your help is much appreciated.
The information displayed within Event Espresso is pulled directly from the database, if it isn’t available there I doubt it will be available through looking directly in the database (we’d expect other issues if the data was there but somehow the wrong record displayed)
Do you have a event that we can run some test registrations on? I noticed a lot of your events are free, so I didn’t want to register and take up available spaces with test registrations.
I’m going to ask one of our developers for feedback on this.
The problem is that this doesn’t seem to be an issue with EE configuration etc, it currently seems completely random as to who can and can not register. We now know that your connection, without a firewall still shows the error, so this starts to point to something the ISP is doing, but unfortunately we have no idea ‘what’ that is.
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HRMS
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May 29, 2015 at 5:25 am
Hi Tony,
Thanks for the inputs and to have relayed to the dev team.
You can use the following test event:
http://pssc.vfair.sg/events/test-webinar-the-economist-service-scholarship/
Also, I propose to give your team access to wp-admin. How would you like to receive the credentials?
Thanks a lot for your help.
Sebastien.
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Tony
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May 29, 2015 at 7:13 am
You can send login details using this forum:
https://eventespresso.com/send-login-details/
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HRMS
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May 29, 2015 at 7:52 am
Hi Tony, login details have been sent. Don’t hesitate if you need me to test something. Good luck guys! Thanks.
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HRMS
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June 1, 2015 at 3:49 am
Hi Tony, quick update: I’ve upgraded to 4.6.30.p but still facing the issue after testing. Any updates of your dev team side?
I was wondering, while the team is trying to find the root cause, would it possible to release a patch to write in a log file the information submitted by the participant -before hitting the error? It would help to contact the participant and proceed with a manual registration via wp-admin.
Thanks in advance for your understanding and assistance.
Good luck! Kind regards,
Sebastien.
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Claire Kennard
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June 1, 2015 at 6:16 am
Hi, I have a similar problem but i get the error when trying to register at all now. I have tried from my local network and from 3G and both fail with the exact same error
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Tony
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June 1, 2015 at 6:17 am
Unfortunately I can’t find a cause for this.
If I register whilst logged in or out I do not run into any issues.
I notice you are running WP Super Cache, the error shown in this thread is commonly seen when Event Espresso is cached, however as of 4.6.14.p we added DONOTCACHE constants for page caching. 4.6.20.p also included constants to prevent DB caching so this should not be an issue.
However you could try disabling the caching. Before disabling the plugin be sure to disable the cache within settings, remove the current cache, then disable the plugin. Simply disabling the plugin leaves the current cache in place.
I’ve asked our Dev team about the possibility of writing the details to a file, due to time differences they are currently not available so I will update this thread a little later.
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Claire Kennard
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June 1, 2015 at 6:21 am
Sorry, my error is on my site and not HRMS site
its just exactly the same error, I got the error before installing WP Super Cache and install it to try and resolve the issue
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Tony
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June 1, 2015 at 6:24 am
Hi Claire,
Could you please start a new thread outlining your issue, if you see a similar issue to yours (in this case this one) please include a link to that thread in your yours.
The reason for this is its easier to work on each individuals issues in their own thread as replies start to get really confusing when we troubleshoot both in a single tread 🙂
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HRMS
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June 3, 2015 at 10:25 pm
Hi Tony, we purged caches and disabled WP Cache plugin, unfortunately the issue still occurs.
Any progress from the Dev team? Appreciate if a workaround can be provided such as writing in a log file/table forms data because we’re loosing half of participants.
FYI, we enabled the plugin again after testing.
Thanks in advance for your consideration and assistance.
Sebastien.
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Tony
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June 4, 2015 at 9:19 am
Due to time differences the developers are currently offline, but will check in on what is happening with this feature request asap.
Is the server this site is hosted on a part of your network or is it hosted externally?
Can you try setting up a demo site on http://demoee.org/ and see if you have issues placing registration there, both within the admin and the front end (from your office network)
I’d also like to note, that Incomplete Registrations with Failed transactions (which is what you have) do NOT indicate a problem in themselves. If a user simply selects a ticket, then provides no details and simply closes the browser, an Incomplete Registration with a Failed transaction is created. So the total number of those does not indicate that that many users have had a problem.
All of your registrants do not have this problem (evident by the fact that you do have completed registrations) so that number should be used as guidance only, this does not mean we are dismissing the issue but just that there are many variables that can effect this.
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