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Bosworthsgc
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October 23, 2017 at 6:45 am
Hi
We are having various issues with our Christmas bookings
One that has happened several times is that someone clicks on our events
(www.bosworthsgc.co.uk)
Instead of showing the events page it goes to show our London trip page and that being sold out.
We have managed to re-create this a couple of times.
The second issue is that we go to take a booking and get to registration and enter the details – we then click to continue and it gives a message that it has timed out – this is shown within the theme of the page and looks like an EE generated message
We also have an issue that we thought we had solved whereby people go to book, select an event and it is trying to log into the back end of wordpress
Any help or advice on this would be greatly appreciated as we are now at our busiest taking bookings for our Christmas events
Thanks
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Josh
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October 23, 2017 at 11:57 am
Hi there,
Can you post the exact steps to reproduce the issue?
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Bosworthsgc
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October 24, 2017 at 3:37 am
Hi Josh / Tony
This was happening a lot last week and I was able to re-create it
Now — for me I cannot re-create but am getting a few customers who are getting the error
One I spoke with yesterday we did some trial and error testing and she advised it didnt happen on the old internet explorer browser but happened on firefox and chrome
All the machines it happens on are running windows 10 (i think!)
The error is the same as I was getting last week
You choose an event – go to the ticket selector – click add event
There is then a pop up that shows continue to registration, view event list and view basket
On clicking continue to registration from this point it then re-directs to the wordpress back end login
We were in the short term thinking of creating a custom login with a message saying if you have arrived here please call us to continue your booking or something to that effect
That I know would not solve it but it would be a sort of workaround for now
Not sure if it has something to do with the MER plugin
Any help would be appreciated
Thanks
Jonathan
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Tony
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October 24, 2017 at 5:47 am
One I spoke with yesterday we did some trial and error testing and she advised it didnt happen on the old internet explorer browser but happened on firefox and chrome
On your site I’ve had this happen to me using Chrome, and then not happen at all for a few tests, still using the same browser. So the above may just be a coincidence.
All the machines it happens on are running windows 10 (i think!)
I’m Windows 7 so its not 10 specific.
Not sure if it has something to do with the MER plugin
If it was an issue with MER itself we’d be able to reproduce this or at least have another report of this from another user, but the only report is from your site currently.
Something on your site is hijacking the request and directing it to the admin. What happens when yoou are redirected and then log in? Do you go to the Dashboard?
When you mentioned this previously you said you remove some code that captured email addresses, has that been completely removed now rather than ‘fixed’?
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Bosworthsgc
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October 25, 2017 at 1:12 am
Hi Tony
This is very odd as I can no longer re-create this myself
I have renamed the code rather than removed it – would you suggest removing it?
If I am redirected and log in, yes I would be in the dashboard
Or if I am already logged in and get to this, I will go straight to the dashboard
Customers that are effected end up in an endless loop, they try to register it sends them an email but they cant log in
If it is something causing it to re-direct, do you know why it would not do this every time and only some times?
How can we trace to exactly where the problem is?
Is there anything we can run?
Thanks
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Bosworthsgc
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October 25, 2017 at 1:15 am
As a further thought – we are using WP Engine along with Cloud Flare
WP Engine have all the exclusions for caching in place
Is there anything other that what is already on your website about using EE with WP Engine that we need to do
Are there any known issues with using Cloud Flare?
Thanks
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Tony
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October 25, 2017 at 9:05 am
I have renamed the code rather than removed it – would you suggest removing it?
Is the code actually still running? I’m not sure what renaming the code would do in this case as I haven’t seen the code.
If I am redirected and log in, yes I would be in the dashboard
Or if I am already logged in and get to this, I will go straight to the dashboard
So it’s a straight redirect to the admin dashboard then.
Customers that are effected end up in an endless loop, they try to register it sends them an email but they cant log in
Whilst I don’t think forcing them to register is the solution, why can’t they log in? (it may be another clue)
If it is something causing it to re-direct, do you know why it would not do this every time and only some times?
It’s difficult to say as it could be anything really, something in one request that is causing the issue that isn’t on the next request, a mod_sec rule being triggered on some requests but not others.
How can we trace to exactly where the problem is?
Do you have a development copy of the site?
If not, now is the perfect time to create one. Then on the development site, de-activate all other plugins apart from EE (and its add-ons) then confirm if the same happens there.
Also test using a default theme such as twentyseventeen (with the same plugin setup above) and confirm if it happens there.
It’s either a plugin hooking in and causing a problem, or something on the server caching the request. To test the plugins you need to disable them all.
Are there any known issues with using Cloud Flare?
I’ve not seen this issue come up from other users using Cloud Flare, but its possible, you’d need to disable CloudFlare and confirm if the same problem happens (again this is where the development site comes in really handy).
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Bosworthsgc
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October 26, 2017 at 2:49 am
Hi Tony
My colleague had the same thought this morning about the code – renaming it may not actually have stopped it running, so we have now deleted out the two files
Will give it some testing here to see if that has stopped it. That is the only thing that we have done differently
Would be an idea to take a copy of the site and try it on there if the above has not fixed the issue. There is very little else that has changed. We have been using EE for I think about 3 years now so it would seem odd for things to suddenly start messing around
Only other thing we have done is take out the payment processor Paypal Express as we had an issue with it and after speaking to Josh we have removed it
Thanks
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Tony
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October 26, 2017 at 3:00 am
Each time you update a plugin (even one that’s been installed since the beginning) there is a chance for that plugin to conflict as plugins can pretty much do whatever they please, so it is possible for a plugin to ‘randomly’ start causing problems. Even just enabling an option within a plugin that wasn’t enabled before can cause the same problem (it’s the main reason for testing updates on a dev site rather than live).
It can also be a change server side, a host adding a new mod_sec rule or some other form of security that then triggers on the request, the easiest option to test is the plugins, so that’s usually where we start.
Only other thing we have done is take out the payment processor Paypal Express as we had an issue with it and after speaking to Josh we have removed it
That’s very unlikely to cause this, assuming you just de-activated the PayPal Expres payment method within EE itself?
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