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ICLE
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April 29, 2020 at 6:06 pm
I think this one is similar to:
https://eventespresso.com/topic/this-registration-step-could-not-be-completed-8/
We seem to have intermittent failures as users enter the payment page.
Where do we start troubleshooting? What sort of errors should we be looking for in the debug.log file?
Thanks.
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Tony
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April 30, 2020 at 3:23 am
Hi there,
It could be any error really.
You’ll need to check the timestamps and check for any logs around the same time that a user reported they had issues, check for anything from Event Espresso (or its add-on first) but it could be something completely unrelated so you basically start working through all of the errors happening at that same timestamp.
Have you reproduced the error?
Which payment method are you using?
Is the error happening between the attendee information submission and payment options loading, or after payment has been submitted?
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ICLE
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April 30, 2020 at 5:07 am
1. Do we need to restart the server when wp-config.php is edited? Have not seen any additions to the debug.log since editing wp-config.php
2. I can duplicate the error with phone and computer
3. The error is happening at the point from attendee information submission and payment options.
4. We are using the FirstData payeezy payment method.
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Tony
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April 30, 2020 at 5:15 am
1. Do we need to restart the server when wp-config.php is edited? Have not seen any additions to the debug.log since editing wp-config.php
Not usually no.
What did you set in wp-config.php?
2. I can duplicate the error with phone and computer
3. The error is happening at the point from attendee information submission and payment options.
So payment options aren’t loaded at that point, meaning its when you click to submit the attendee information and you see the spinning cog?
4. We are using the FirstData payeezy payment method.
That may or may not be related yet, if its happening before the payment options are loaded its likely not.
Any caching on the site/sever? We see this happen a lot with either object caching, or something randomly coming a lot and clearing all transients on the site. For example, the NextGen Gallery plugin wipes all transiesnts every 15mins which will break EE’s checkout if you have a session active at that point.
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ICLE
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April 30, 2020 at 6:38 am
2. We used the method to get debug.log at https://eventespresso.com/wiki/troubleshooting-checklist/#wpdebug
3. Yes, a spinning cog then the error pop up
4. Ok
I am looking into whether we have some cache on somewhere. Recently moved the server to a VPS from a share in Bluehost. Any pointers on that?
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ICLE
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April 30, 2020 at 6:41 am
If the browser is indicating a security warning (Not Secure) in the browser address bar, would this be a possible cause?
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Tony
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April 30, 2020 at 9:20 am
2. We used the method to get debug.log at https://eventespresso.com/wiki/troubleshooting-checklist/#wpdebug
Ok, so:
I am looking into whether we have some cache on somewhere. Recently moved the server to a VPS from a share in Bluehost.
You said additions to debug.log earlier, so I assume this worked before the move and now doesn’t? (This is in reference to both debug.log entries and the error in question).
If the browser is indicating a security warning (Not Secure) in the browser address bar, would this be a possible cause?
Possibly, it depends on why you are getting that message.
Are you intentionally not loading the entire site over https?
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