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Canadian Laser Safety
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September 14, 2016 at 8:20 pm
After registering for an event and the payment being processing via Stripe, our thank you page is displaying the message below. The full URL with query string is present and the shortcode is verified in the critical pages settings. This has recently started happening after we moved the site to a new server and started using HTTPS. Please advise how we can resolve this issue.
We’re sorry…
This is a system page for displaying transaction information after a purchase. You are most likely seeing this notice because you have navigated to this page through some means other than completing a transaction. Sorry for the disappointment, but you will most likely find nothing of interest here.
We are running EE 4.9.12.p and WordPress 4.6.1. Theme is Avada.
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Josh
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September 15, 2016 at 8:23 am
Hi there,
When you set up the site with https, did you use the Really Simple SSL plugin, which is the recommended plugin from the first part of our https guide?
https://eventespresso.com/wiki/espresso-sslhttps/
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Canadian Laser Safety
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September 15, 2016 at 9:07 am
We did not, but I have since activated that plug-in, retested, and I’m still having the issue. What else should we look at?
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Josh
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September 15, 2016 at 10:03 am
There are a few other possible causes to this issue. You can rule these out one by one:
1) A theme conflict. You can rule this out by temporarily switching to the default WordPress theme.
2) A plugin conflict. You can rule this out by temporarily deactivating any other installed WordPress plugins.
It may also help to turn on debug mode. You can set wp_debug to true by editing the wp-config.php file.
You can use an [FTP client][1] and [a text editor][2] to access change this line to the site’s wp-config.php file:
define(‘WP_DEBUG’, true);
[1]: http://codex.wordpress.org/FTP_Clients
[2]: http://codex.wordpress.org/Editing_Files#Acceptable_External_Editors
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Canadian Laser Safety
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September 15, 2016 at 11:45 am
Ruled out #1 and #2. Turn on debug mode and we’re seeing these errors on the Thank You page:
The following errors have occurred:
No transaction information could be retrieved because the registration URL link is missing or invalid.
EES_Espresso_Thank_You – _get_reg_url_link – 223
No transaction information could be retrieved or the transaction data is not of the correct type.
EES_Espresso_Thank_You – get_txn – 174
Please advise.
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Josh
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September 15, 2016 at 1:21 pm
When you moved to a new server, was the database properly migrated, especially the options table? There may be an issue with the option for the Thank You page, which may be corrected by going to Event Espresso > General Settings, and re-saving the Critical Pages settings, and double checking the Thank You page content for the thank you page short code, and updating that page.
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Canadian Laser Safety
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September 15, 2016 at 1:55 pm
Unfortunately, that didn’t seem to help. We’re also seeing the error below our event details pages (https://canadianlasersafety.com/events/aesthetics-laser-safety-officer-training-10/). Perhaps this issue is contributing to the Thank You page issue page issue as you move from this page through to registration and checkout.
WARNING: wp-content/plugins/event-espresso-core-reg/shortcodes/espresso_ticket_selector/EES_Espresso_Ticket_Selector.shortcode.php:64 – extract() expects parameter 1 to be array, string given
require(‘wp-blog-header.php’), require_once(‘wp-includes/template-loader.php’), include(‘/themes/Avada/single.php’), the_content, apply_filters(‘the_content’), EED_Event_Single::event_details, EED_Event_Single::use_filterable_display_order, EEH_Template::locate_template, EEH_Template::display_template, include(‘/plugins/event-espresso-core-reg/public/Espresso_Arabica_2014/content-espresso_events-details.php’), espresso_event_content_or_excerpt, EEH_Event_View::event_content_or_excerpt, the_content, apply_filters(‘the_content’), do_shortcode, preg_replace_callback, do_shortcode_tag, EES_Espresso_Ticket_Selector->process_shortcode, extract
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Canadian Laser Safety
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September 15, 2016 at 2:56 pm
Please disregard my last note, I have resolved that issue, and it’s not linked with the Thank You page issue. We are at a loss now, how else can we troubleshoot?
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Josh
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September 15, 2016 at 5:17 pm
When you moved to a new server, was the database properly migrated, especially the options table? For example, was it simply copied over, or were the serialized strings converted to point to the new server’s file paths?
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Canadian Laser Safety
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September 15, 2016 at 8:02 pm
Yes, the database was properly migrated.
Unless you have something else for us to try can we give you the means to have a closer look at how the site is built?
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Josh
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September 16, 2016 at 8:23 am
Do you have object caching or any other type of caching set up on the new server?
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Canadian Laser Safety
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September 16, 2016 at 8:31 am
No, only media (images, video) caching.
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Canadian Laser Safety
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September 16, 2016 at 8:38 am
Here is a list of the active plug-ins on our site for troubleshooting purposes:
Akismet
Brute Force Login Protection
Code Snippets
Debug Bar
Debug Bar Console
Event Espresso – Events Table View Template (EE 4.4.9+)
Event Espresso – Grid View Template (EE 4.4.9+)
Event Espresso – Stripe Gateway (EE 4.6.0+)
Fusion Core
Gravity Forms
Really Simple SSL
Regenerate Thumbnails
Simple Custom CSS
SMTP Mailer
WP File Manager
Yoast SEO
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Josh
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September 16, 2016 at 8:53 am
The plugins are not the concern at this point. Remember that you deactivated all of those and it was still broken?
Can you verify with the host that there’s not any built in caching mechanisms in place, like object caching or varnish? If the only thing that’s changed since things started breaking was you moved to another host, that’s a good indication it’s something happening at the server’s configuration level. Which also means that logging into the WP dashboard isn’t going to help much for troubleshooting.
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Canadian Laser Safety
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September 16, 2016 at 9:10 am
I have verified with the host that there are no caching mechanisms in place on the server.
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Josh
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September 16, 2016 at 9:16 am
Can you check to see if sessions can be written to a temp folder?
The other thing you could try is deactivate Event Espresso, then delete the Thank You page, not just put it in the Trash, but Trash it, then delete it. Then you reactivate EE4, and navigate to Event Espresso > General Settings > Critical pages to verify that a new Thank You page has been created.
If it’s not caching, then something in the config might have got messed up when the data was moved from the original server.
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Canadian Laser Safety
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September 16, 2016 at 11:38 am
Unfortunately, we cannot have sessions written to a temp folder.
We followed your direction to delete the Thank You page and reactivate EE to create a new Thank YOu page. The page is in the list of critical pages and the page status and shortcode are Ok.
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Canadian Laser Safety
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September 16, 2016 at 11:53 am
Sorry forgot to mention that we retested and are still receiving the error message.
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Josh
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September 16, 2016 at 1:42 pm
Unfortunately, we cannot have sessions written to a temp folder.
Why not? If your server isn’t allowed to write PHP sessions, then you’ll need to move to a server that meets that requirement in order to use Event Espresso. Event Espresso uses sessions as a way to identify each transaction.
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Canadian Laser Safety
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September 16, 2016 at 2:00 pm
We are writing sessions to the /var/lib/php/session folder.
We are also wondering if improper ticket setup in our event could cause the error message?
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Josh
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September 16, 2016 at 2:09 pm
What would constitute an improper ticket setup? Was the ticket setup the same way when it was on the other server, where things were working.
It sounds like something got borked when the site was moved from server A to server B, but so far in the back and forth here, very little information has been given about how the site was moved from the original server to the other. The key to resolving this issue may be finding what’s different about this new server, or what didn’t get migrated correctly.
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Canadian Laser Safety
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September 16, 2016 at 2:31 pm
Tickets were not changed from when the site was on the old server to the new server.
Regarding the migration – the only thing that changed was going from an http site with no SSL certificate to a site with https and an SSL certificate. Also note that we have only saw the correct Thank You page when we were in test mode with Stripe. After we moved to the current https server we started testing Strip in production mode and are where we are now with a non-functional Thank You page.
Is there a way to setup no-cache/exclusion rules for critical pages? Via WordPress our our host?
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Josh
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September 16, 2016 at 2:50 pm
It depends on how caching is set up. We have a number of guides that show how to set up no-cache/exclusion rules:
https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/
https://eventespresso.com/wiki/setup-wpengine-hosting-event-espresso/
and how to disable object caching site wide:
https://eventespresso.com/topic/incompatible-with-godaddy-managed-wordpress-hosting/
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Canadian Laser Safety
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September 16, 2016 at 3:26 pm
We are not using any of the caching plugins and our host does not have an internal caching system.
Would adding: define(‘WP_CACHE’, ‘false’); to wp-config do the trick?
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Josh
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September 16, 2016 at 3:40 pm
If you’re not using caching plugins and your host does not have an internal caching system, why are you asking about how to disable caching?
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Canadian Laser Safety
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September 16, 2016 at 4:35 pm
I guess that wouldn’t make sense, please disregard.
At this point it looks like we may have to start fresh with Event Espresso. What would you recommend? Create new events isn’t a problem, however I would want to avoid re-coding the HTML messages we’re sending because they were time consuming to configure.
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Canadian Laser Safety
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September 19, 2016 at 8:19 am
If it helps, you could have a look at our site on our staging server (no https) at cls.keyrise.com. Stripe is in test mode on this server but test transactions are returning the Thank You page without any errors.
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Tony
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September 21, 2016 at 2:16 am
This issue was resolved through a support token but noting the result here.
The problem was due to OpCache being in use on the server, disabling that allowed the pages to function as expected.
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