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"this step of the registration could not be completed"

Posted: December 2, 2020 at 3:20 am


abyaute

December 2, 2020 at 3:20 am

Hello,
Some Internet users have this error during registration: “this step of the registration could not be completed”. Please refresh the page and try again.
I tried it with google chrome and with mozilla firefox I didn’t have the problem. One of the internet users told me that she had this error with google chrome, I don’t understand. Their registration is registered in the back office but no email was sent ….
Thanks


abyaute

December 2, 2020 at 3:24 am

This reply has been marked as private.


Tony

  • Support Staff

December 2, 2020 at 4:36 am

Hi there,

That error is a ‘catch all’ and means an error is being thrown on the server.

Do you have access to the sites error logs? Your host will usually have a section for you to view them in your control panel. Check for any ‘Fatal error’ logs in there and post them here.

Side note – I’ve removed your login credentials from the forums, please do no post credentials here as the forums are public (even in private replies). Right now we don’t need login credentials and would require a support token to work directly on the site.


abyaute

December 2, 2020 at 6:10 am

I’m sorry I didn’t post the last web log file. Above is the last


Tony

  • Support Staff

December 2, 2020 at 6:41 am

The logs posted are access logs and don’t give any details so there no use, I’ve removed them from the threads as they don’t help. Also, I don’t need the whole log file, just the fatal error if found.

You need the error log, not access log (and not SSH errors).

Do you have FTP access to the server?


abyaute

December 2, 2020 at 6:50 am

Thanks for your answer.

I cannot download the error log because the link is not clickable.

Yes I have ftp access. What should I do ? do you want access codes?


Tony

  • Support Staff

December 2, 2020 at 7:05 am

Yes I have ftp access. What should I do ?

Check the root directory of the site for an error.log file or error_log, you’ll usually have an error log file within the site somewhere.

If not you can add this to your sites wp-config.php file:

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

You should already have a line that has:

define( 'WP_DEBUG', false );

So that snippet would replace that single line.

Then errors should be logged to /wp-content/debug.log and we can check that.

do you want access codes?

Generally, we would require a support token to work directly on the site.


abyaute

December 2, 2020 at 2:47 pm

Hi
I don’t have an error.log or error_log file at the root of the site. So I added your wp debug code in wp-admin.
I will ask my client to make a new registration.

I’ll keep you informed.THanks


Tony

  • Support Staff

December 2, 2020 at 3:07 pm

This reply has been marked as private.


abyaute

December 4, 2020 at 7:10 am

Hi

I don’t have a response from my host …
The problem doesn’t seem to happen all the time.

– Someone has a pc and used google chrome, they had this problem every time they tried.
– Another person has a mac and used google chrome, they had the same problem every time they tried.
– I tried on a pc with google chrome there was no problem.
– I tried with another pc and google chrome, filezilla and edge and there was no problem.

Thanks


Tony

  • Support Staff

December 4, 2020 at 8:27 am

I don’t have a response from my host …
The problem doesn’t seem to happen all the time.

It won’t happen all the time, it will happen when whatever is blocking those requests is triggered but the rules for that could be anything.

Did you send the above screenshot to your host? If it’s something on the server (as opposed to a plugin you’ve installed) they should be able to whitelist the requests so they work correctly.


abyaute

December 4, 2020 at 9:03 am

Yes I sent your screenshot. But for the moment no answer …
I send them your last message.
thanks


abyaute

December 8, 2020 at 1:12 am

Hello,
I had a technician from my host. Being on a shared server configured for the majority of people, no parameters can be modified.
He says it’s up to you (developer) to adapt your code and query so that it works on all frameworks.
Regards


Tony

  • Support Staff

December 8, 2020 at 4:06 am

This is the only report we’ve had of this so it’s unlikely we are going to re-write the query here, if your host can provide more specific details on what is actually trigging the above to be blocked we can investigate a little further.


abyaute

December 8, 2020 at 9:10 am

Hi Tony,
Can’t we whitelist requests from OVH (my host) dashboard?
I am stuck, this is the second registration plugin I am installing for this client and for which there is a bug. I had to uninstall the previous one (Event +). I cannot change the plugin every time there is a problem … OVH is saturated and has incredible delays in responding. How to find a solution?
Thanks,


Tony

  • Support Staff

December 8, 2020 at 9:21 am

Can’t we whitelist requests from OVH (my host) dashboard?

You’re asking the wrong person for this, I simply don’t have the info to answer that.

OVH are blocking the request based on whatever they have set on the server, I can’t tell you how to whitelist that because I simply no idea what rule on their server is being triggered, only OVH can answer this.

I am stuck, this is the second registration plugin I am installing for this client and for which there is a bug.

This is not a bug, again, your host is blocking the request based on whatever rules they have set. This isn’t a bug in Event Espresso and that same request works on various setups.

I cannot change the plugin every time there is a problem … OVH is saturated and has incredible delays in responding.

With all due respect here, delays from their support team is an issue you should raise with them. If they can’t or are not willing to make any changes on the server or at least give some details on what is triggering the server to block the request then the only advice I can give you is to change hosts.

What happens with the next issue, and the next? Do you simply not report any issues becuase their support team is oversold?


abyaute

December 9, 2020 at 12:39 am

Hi
I had OVH this morning by phone. The technician confirms to me that there is no possibility of putting requests on white lists on a shared server.
He tells me that it is up to the webmaster to research the reasons for the blocking.


abyaute

December 9, 2020 at 1:12 am

Here is the email received from OVH following my call:

We inform you that the support request CS1246838: AJAX request blocked has been created.

You contacted us because your webmaster encountered a blockage on one of the AJAX requests on your site.

Following your request, could you ask your service provider to specify the following elements and send us their answers by return email, please?

• Screenshot of error messages / anomalies encountered
• Manipulations carried out to obtain them
• Tests carried out
• Informations requested

I also invite you to consult the following links:

• Information page on the configuration of your shared hosting server: https://cluster026.hosting.ovh.net/infos/
• To view your hosting logs: https://docs.ovh.com/fr/hosting/mutualise-consulter-les-statistiques-et-les-logs-de-mon-site/
• Our support center: https://www.ovh.com/fr/support/

One of our advisers will get back to you as soon as possible.

Thanks


Tony

  • Support Staff

December 9, 2020 at 3:33 am

Ok, so to clarify here.

The technician on the phone is stating that we (Event Espresso) need to research the reason their server is blocking the request, with no indication of what it is about the request that their server is flagging to block it…

That’s a needle in a haystack, where are we supposed to even start there?

The response via email is a little saner, it’s asking for details on how to reproduce the error.

• Screenshot of error messages / anomalies encountered

This I’ve already provided above:
https://monosnap.com/file/zwPFMcW36eR7PpcEs2EIarzJEnUNxW

• Manipulations carried out to obtain them
• Tests carried out

Register onto an event, for example this one:
https://www.institut-huaxia.org/inscriptions/stage-tuina-pediatrique/

Make sure the radio button is selected in Qté for a single ticket and click ‘S’inscrire maintenant’.

Input whatever details you wish into the registration fields.

For the sake of completeness, these are the values I used:
Testing1
Testing2
test@noemail.com
10 décembre 2020
GB
01111111111
EE Support
Fix site
1 address
L11 111
Lpool
Canada
(Check the checkbox)

BEFORE clicking ‘Options de paiement’ open up Chrome Dev tools and then view the network tab.

Click the button.

Now you’ll see 2 ajax requests to admin-ajax.php

The first one submits the registration details and that works fine.

The second (which is being blocked) loads the payment options on checkout.

That shows this error:

Nous nous excusons, mais vous n’avez pas le droit de continuer
Your request looks suspiciously similar to automated requests from spam posting software or it has been denied by a security policy configured by the website administrator.

If you believe you should be able to perform this request, please let us know.

https://monosnap.com/file/pBozyUG0DJ81yEQjECmIj1TBYsIPbg

Note this apparently isn’t happening for all visitors of the site so I assume it based on location or the answers input into the site?

• Informations requested

What exactly in that request is triggering the security policy? I can’t investigate this further without at least some technical information on why it’s being blocked.

—-

So far the answer has been that we (Event Espresso) need to magically fix this with no additional information, we should just be researching how to fix this somehow?

What I find strange here is the error message itself states to contact them if this request should be valid, yet the answer is to simply somehow fix it ourselves without knowing what it is about the request we should fix.

Again I’m not saying we will be rewriting the query here, it is used within every Event Espresso install and works on various platforms but I’m more than happy to investigate if we can get some answers on why this is being blocked.


abyaute

December 9, 2020 at 3:57 am

Thank you. I just sent them by email.

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Updated by  abyaute 2 months, 2 weeks ago ago

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