Support

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.

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?

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.

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.

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.