Support

Home Forums Event Espresso Premium Split: Registration error after switching web hosts

Split: Registration error after switching web hosts

Posted: April 17, 2020 at 1:56 pm


djgore

April 17, 2020 at 1:56 pm

Hi Josh,

I’m having a similar issue as the original post and I’m receiving that same error:

“An error has occurred: Your form data could not be applied to any valid registrations. This can sometimes happen if too much time has been taken to complete the registration process. Please return to the Event List and reselect your tickets. If the problem continues, please contact the site administrator.”

We have excluded certain pages from caching, in case that was causing the problem. May I share the website details for assistance?


Josh

  • Support Staff

April 17, 2020 at 2:53 pm

Hi,

May I ask which pages were excluded from caching?

FYI I’ve split your reply into its own topic because even though this seems like the same issue, your site is on a different web host and will likely require a different solution.


djgore

April 17, 2020 at 2:55 pm

Thanks, Josh. The pages excluded were:

Registration – Check Out (https://getbigorgohome.com/registration-checkout/)
Thank You – (https://getbigorgohome.com/thank-you/)


Josh

  • Support Staff

April 17, 2020 at 3:33 pm

Are you seeing the error on the page with the registration form and it’s only been active for a few minutes? There is a time limit for the session, so it would be normal to see the error message if the page was loaded over an hour ago, and then the form was submitted.


djgore

April 17, 2020 at 3:47 pm

Correct; the page was active for just a few minutes before the form was submitted. Then we received the error.


djgore

April 20, 2020 at 7:52 am

Hi Josh, I hope you had a nice weekend. I just wanted to follow up. The problem unfortunately is still occurring, and more people attempting to register are seeing the error. Thanks again in advance for your help with this.


Josh

  • Support Staff

April 20, 2020 at 11:11 am

Can you check your PHP error log, looking specifically for log items made at the times when someone tried to register for an event?


djgore

April 20, 2020 at 1:22 pm

This is all I can see in my error log right now:

https://getbigorgohome.com/wp-content/uploads/2020/04/Screen-Shot-2020-04-20-at-3.14.39-PM.png


Josh

  • Support Staff

April 20, 2020 at 1:35 pm

That’s not a PHP error log. A PHP error log will have notices, warnings, and errors generated by PHP. The error log you’ve shared here is more of a general server log.


djgore

April 20, 2020 at 1:37 pm

I’m sorry, that is what was provided to me. Where should I go to access the appropriate log? Thanks.


Josh

  • Support Staff

April 20, 2020 at 1:43 pm

The location of the PHP error log will vary depending on your web host.

If your host doesn’t provide a PHP error log, you can activate WordPress Debug Mode with logging, outlined here:

https://eventespresso.com/wiki/troubleshooting-checklist/#wpdebug

Once that’s set up, a new debug.log file will be written to within your site’s wp-content folder.


djgore

April 23, 2020 at 2:12 pm

According to our server, there have been zero errors generated, so we don’t have anything to go by through that route.

We have realized that people are registering for tickets, but for some reason they get stuck as “Incomplete” registrations. We now have 1,500 incomplete registrations and counting. Each item shows “No attached contact record”. Our event begins May 1st, and we should have way more Approved registrations at this point, considering the amount of activity we are seeing.

With the event only days away, can I please send you login details for the site?

TIA


Josh

  • Support Staff

April 23, 2020 at 5:13 pm

Hi,

Looks like you sent the credentials anyway.

The 1500 registrations might just be spam or even started registrations that were abandoned.

We do not have an agreement or a contract with you to work on your website, and we did not ask for access to your site. So I’m hesitant to go and log in to your website without prior agreement.

Can you outline the steps to replicate the issue that’s happening on your site?


djgore

April 23, 2020 at 5:14 pm

This is the error code shown on a screenshot:

An error has occurred: Your form data could not be applied to any valid registrations. This can sometimes happen if too much time has been taken to complete the registration process. Please return to the Event List and reselect your tickets. If the problem continues, please contact the site administrator.

EE_SPCO_Reg_Step_Attendee_Information_
process_reg_step – 913


Josh

  • Support Staff

April 23, 2020 at 5:19 pm

We already know the error message. The question I asked was how to replicate the error.


djgore

April 23, 2020 at 5:27 pm

People are getting the error message when they go to our website to sign up for the event via this link: https://getbigorgohome.com/million-dollar-weekend – They are going through the typical steps as anyone would on a website.

IT DOES NOT HAPPEN FOR EVERYONE. It only happens for certain people and we have no idea why. But there are hundreds of Failed attempts in our logs and registrations that are timing out. Considering you are the developers, we were hoping you would have more insight than us.

There’s no reason for you to be condescending and rude, you could just offer us some useful help.


djgore

April 23, 2020 at 5:35 pm

Is there anyone else we can work with who can better assist us?


Josh

  • Support Staff

April 23, 2020 at 5:45 pm

Hi,

I’m sorry my reply came across as condescending and rude. I really am trying to help and it’s an important question that needed an answer.

Truth be told, when an issue like this one happens, it’s usually the result of server side caching.

You could check with your web host. If this isn’t the result of a plugin deleting the transients stored in the wp_options table, then it could be something happening at the server level that’s clearing out some of transients that EE uses to keep track of active registrations. The web host support staff should know whether or not that’s a possibility.


djgore

April 24, 2020 at 9:28 am

On the server level, they don’t do anything with the transients. None of the plugins have been changed since migrating the website to the new host. I suppose there is no other option but to switch the website back to the original host?

We’ve tried a number of different things (not in this order), but the incomplete registrations are still piling up.

This is what we’ve tried:

1. Cache busting URL (to bypass browser level caches): https://getbigorgohome.com/million-dollar-weekend/?nocache=1

2. Modified the cache exclusions to include characters or strings in the URLs by adding a .* to the rules

3. Created the debug.log file using the following:
define(‘WP_DEBUG’, true);
define(‘WP_DEBUG_LOG’, true);
define(‘WP_DEBUG_DISPLAY’, false);

4. Manually flushed cache everywhere

5. On the server side, enabled a performance monitoring platform to assist in finding any slow running queries. According to what we’re finding, transaction times are looking fine.

6. On the server side, added another rule to the nginx config which removes cookies from a cache HIT which is sometimes added when BYPASSING cache still indicates a cache issue is occurring.


Josh

  • Support Staff

April 24, 2020 at 9:56 am

With regards to point 3, now that debug logging is activated, if you look at the debug.log file (and your host can look too) you’ll see a list of errors like this one:

PHP Warning: Error while sending QUERY packet. PID=116500 in {path}/wp-includes/wp-db.php on line 2024

That’s something the host should be able to investigate and make adjustments where needed. So they may be able to address this, or like you mentioned moving to the previous host is an option.


djgore

April 27, 2020 at 3:55 pm

Your suggestion may have helped a lot. I am not hearing any complaints as of the last 3 days. However, the number of incomplete registrations is still piling up. It is now at nearly 5000. Should this worry us? Are people actually getting registered? Thanks.


Josh

  • Support Staff

April 27, 2020 at 4:06 pm

An incomplete registration can be started by a bot, then it stops there because the bot may not complete the form. Adding reCAPTCHA to the ticket selector can help prevent that type of ticket selector submission.

The reCAPTCHA settings for Event Espresso are on the Event Espresso > Registration Form > Reg Form Settings page.

If you’re getting completed registrations, then yes, that’s a good indication that people are able to register on your site.

You must be logged in to reply to this support post. Sign In or Register for an Account

Support forum for Event Espresso 3 and Event Espresso 4.
Documentation for EE3 and EE4
Documentation for Event Espresso 3 Documentation for Event Espresso 4

Status: publish

Updated by  Josh 4 weeks, 1 day ago ago

Topic Tags

Notifications

This topic is: not resolved
Do NOT follow this link or you will be banned from the site!