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Support License Not Recognised and Multiple Tickets not functioning

Posted: April 17, 2018 at 1:11 am


SWSW

April 17, 2018 at 1:11 am

Hi there,

We have added our support license in the Dashboard area for Event Espresso, but are getting a red key symbol by it and on the Plugins list page we see this message:

A new version of Event Espresso is available. View What’s New with version 4.9.61.p. A valid Support License Key is needed to enable automatic upgrades. Your current account does not allow automatic upgrades on more than one domain. Please log in to your Event Espresso account to manage your Support License Keys or purchase a support license right now.

We are unable to upgrade EE4 automatically. How do we resolve this issue?

Secondly, we are unable to get multiple tickets for events to save and show. If we add them in the event setup page, they show initially until the event is published or updated and then they disappear. Meaning we can only have one ticket per event. We have tried disabling all other plugins and switching the WP 17 theme, but this has no effect.

Please, can you advise on both issues above?


Tony

  • Support Staff

April 17, 2018 at 2:01 am

Hi there,

I’ve reset your license key, please go to Event Espresso -> General Settings.

Remove the key from the license key field and save the settings, then re-add the key and save the settings once again, you can copy you license key from your account page.

Secondly, we are unable to get multiple tickets for events to save and show. If we add them in the event setup page, they show initially until the event is published or updated and then they disappear. Meaning we can only have one ticket per event. We have tried disabling all other plugins and switching the WP 17 theme, but this has no effect.

Hmm, that’s odd.

So you’ve tested with both only EE activate on the site and using TwentySeventeen at the same time?

Do you have access to the servers error logs? If so any errors from EE there?


SWSW

April 26, 2018 at 2:24 am

I have deleted and re added the key.

I am have tried adding the new tickets types, when I click on update it only reverts to the original two and removes the 3 new ticket types I have added.


SWSW

April 26, 2018 at 2:24 am

I do not know where I will find server logs


Tony

  • Support Staff

April 26, 2018 at 2:44 am

I am have tried adding the new tickets types, when I click on update it only reverts to the original two and removes the 3 new ticket types I have added.

Yes, but did you test that with only Event Espresso activated AND using a default theme such as twentyseventeen at the same time?

I do not know where I will find server logs

Do you have FTP access to the site?


SWSW

April 26, 2018 at 3:03 am

Yes. It has been tried both ways.

I have no idea if I have FTP access or not. Where is it?


Tony

  • Support Staff

April 26, 2018 at 4:06 am

Your host would normally have provided you with an FTP account and the credentials so I’m assuming you don’t have FTP access.

Do you have access to some form of control panel with your host? cPanel for example, not your WP Dashboard.


SWSW

April 26, 2018 at 4:10 am

Yes. I have that. What do you want to know?


Tony

  • Support Staff

April 26, 2018 at 4:16 am

If you have cPanel it should have a section that shows you any errors from your site, example – http://take.ms/DljLK

It may be skinned a little differently from mine, but your looking for ‘errors’, ‘error’ or ‘logs’


SWSW

April 30, 2018 at 2:24 am

I have this information now, how do I send it to you. Don’t really want to copy and paste it on an open forum.


Tony

  • Support Staff

April 30, 2018 at 4:57 am

You can send them to support[at]eventespresso.com


SWSW

May 1, 2018 at 6:16 am

The are no errors listed.


Tony

  • Support Staff

May 1, 2018 at 6:46 am

Sorry, I’m not sure I follow.

You mentioned you had the info in a previous post?


SWSW

May 1, 2018 at 6:57 am

I got the file. It is empty, there are no errors.


Tony

  • Support Staff

May 1, 2018 at 7:08 am

Can you send me both WP Admin and FTP credentials using this form:

https://eventespresso.com/send-login-details/

I know you don’t currently have FTP access, so you’ll need to create an account we can use. You can create an FTP account in cPanel by logging in and navigating to FTP Accounts.

Add a username and password, make sure ‘Directory’/’document root’ is blank so it gives full access to the server, not just an empty folder – http://take.ms/KFzC0r

Then create the user and send us the details you used to create the account.

If you are unsure on any of the above your host should be able to create an FTP account for you and send the details to you directly.


SWSW

May 11, 2018 at 1:13 am

got you email I thank you. have replied. no change, still not working.


Josh

  • Support Staff

May 11, 2018 at 6:45 am

Can you please explain what you mean by “still not working”? The reason I ask is because we logged in and added a Draft event (named “multiple tickets test”) and added multiple tickets for a total of 8 ticket options. You can go in to edit that event and review if you’d like.


SWSW

May 11, 2018 at 7:16 am

I have tried to add tickets to events this morning and it is still not working, only two tickets displayed. I have replied to the email Tony sent me.


Josh

  • Support Staff

May 11, 2018 at 7:32 am

May I ask which event?


SWSW

May 11, 2018 at 7:59 am

Any of them but specifically reActive dogs. Please check your email, I sent all this through this morning


Tony

  • Support Staff

May 11, 2018 at 9:26 am

I’ve just checked our emails and there’s no reply come through from my last message – http://take.ms/xnV7K

Did you reply using the same address?

If there are more details in the email can you resend or add the details here, please?

If you can post the exact steps you are taking to reproduce I’ll retest but so far I’ve not had any issues creating or duplicating tickets on a new event and I also tested adding a single ticket to an active event and then removed the ticket straight after again.


SWSW

May 11, 2018 at 10:12 am

I sent two screen prints via email. I cannot attach them
On here.

I have tried again with the same result. I cannot add multiple tickets (more than two) to the event


Josh

  • Support Staff

May 11, 2018 at 11:05 am

The attachments are likely causing the emails to not make it to the support inbox. You can upload your attachments to your site’s WordPress Media library, then post links here.


SWSW

May 11, 2018 at 11:16 am

I don’t know how to do that.

I was a screen print of the 8 tickets added and then when I clicked publish it went back to two tickets.

You don’t need to screen print, it’s still the same problem.

Please can I go back to support with Tony as I feel we have not moved any further forward all day.

Thank you.


Josh

  • Support Staff

May 11, 2018 at 11:55 am

Tony may not be back online until Monday. For what it’s worth, Tony and I have communicated about this issue and we’re wondering if the reason you’re having trouble is because you’re using an outdated browser. In which case you can maybe try a different browser or update your browser to the current version of the browsers listed here:

https://browsehappy.com


SWSW

May 11, 2018 at 12:00 pm

Have tried, chrome, ie and iOS. Same result


Josh

  • Support Staff

May 11, 2018 at 12:47 pm

May I ask which versions of Chrome and IE?

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Status: closed

Updated by  Josh 4 months, 2 weeks ago ago

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