Support

Home Forums Event Espresso Premium Ticket Registration "Experiencing Technical Difficulties" & Event Ticket Status

Ticket Registration "Experiencing Technical Difficulties" & Event Ticket Status

Posted: August 5, 2019 at 4:00 pm


drumthwacketee

August 5, 2019 at 4:00 pm

Here’s our version information: we’re using Event Espresso 4.9.64.p with WordPress 5.2.2.

We have two issues.

1) We have inherited partial management of a client’s Website, so we’re familiarizing ourselves with how Event Espresso events are added on a staging server Website.

We added a test event with two tickets (there are two times for the event.) However when one ticket is selected and the “register now” button is pressed, an error page appears with the message “The site is experiencing technical difficulties.”

Since this is a public forum, please let us know how we can provide the Website details in a private manner.

We haven’t seen this error message on the live Website — both the live and stage Websites use the same server, and both use the same version of Event Espresso. Maybe Event Espresso has some sort of “debug mode” which would give more information on what caused the error?

2) Our client asked if there’s a way on a public event page (front-end) to see how many tickets are available, and how many were already purchased. We found two ways in which this could be done in Event Espresso 4.

* There are two options for this in the settings here…
Event Espresso > Events > Templates > (scroll down) > Ticket Selector Template Settings
…but the first two options for “Show Ticket Details?” and “Show Ticket Sale Info?” were already set to yes, so that didn’t help.

* The other option found was to add php code to the child theme’s functions.php file, as described by “Tony” in a gist.github.com snippet from here:
https://eventespresso.com/topic/display-number-of-tickets-available-for-a-specific-event/

After we added that to functions.php, that sort of worked on our test event page but the problem is that there are two tickets in total for the event (9:45 a.m. and 10:45 a.m.) The page indicator notes “Number of tickets: 0 sold of 1 total available.” instead of “Number of tickets: 0 sold of 2 total available.”

Again, please let us know how we can provide the Website details in a private manner.

Thank you for your help.


Tony

  • Support Staff

August 6, 2019 at 2:49 am

Hi there,

We added a test event with two tickets (there are two times for the event.) However when one ticket is selected and the “register now” button is pressed, an error page appears with the message “The site is experiencing technical difficulties.”

That error means there is a fatal error being thrown on the request, we’ll need the full error to know what is happening. You will usually have a section within your host’s control panel to view errors so can you check for an error logs section and see if anything is shown there around the same time you are getting the above error.

Since this is a public forum, please let us know how we can provide the Website details in a private manner.

You can mark your reply as private just above the submit button, that makes the reply only visible to EE Support.

We haven’t seen this error message on the live Website — both the live and stage Websites use the same server, and both use the same version of Event Espresso. Maybe Event Espresso has some sort of “debug mode” which would give more information on what caused the error?

EE doesn’t have a debug mode, actually it does but not one that will help here.

What you can do is enable WP_DEBUG on the staging site and you can do that using the code here:

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

On your staging sites wp-config.php file you will already have something like define( 'WP_DEBUG', false );, replace that line with the code above.

* There are two options for this in the settings here…
Event Espresso > Events > Templates > (scroll down) > Ticket Selector Template Settings
…but the first two options for “Show Ticket Details?” and “Show Ticket Sale Info?” were already set to yes, so that didn’t help.

Those settings enable the ‘show details’ link – https://monosnap.com/file/OdiwiwGkY065imzeZut0K6ZDfiBIR8

Then within that section it shows the details – https://monosnap.com/file/mOcJTuR2V9eq4Qg95wL3FhGnHFtizc

After we added that to functions.php, that sort of worked on our test event page but the problem is that there are two tickets in total for the event (9:45 a.m. and 10:45 a.m.) The page indicator notes “Number of tickets: 0 sold of 1 total available.” instead of “Number of tickets: 0 sold of 2 total available.”

The output of that function depends on the setup of the event, it takes all of the ticket and datetime limits into consideration so do you have the datetime limit set to 1 on the event?


drumthwacketee

August 6, 2019 at 11:25 am

This reply has been marked as private.


Josh

  • Support Staff

August 6, 2019 at 11:42 am

The error related to sessions is something your host should be able to fix. They’ll need to make sure PHP sessions are enabled and that the session save path is correct.


drumthwacketee

August 9, 2019 at 9:40 am

For the front-end ticket status display question, here’s non-private crop of an Event’s Datetimes and Available Tickets area.

I have two “event datetimes” in the event, and both have a limit set to “1” seen here:
http://o7t.395.myftpupload.com/wp-content/uploads/2019/08/support-event_datetimes-available_tickets.jpg

The front-end page indicator notes “Number of tickets: 0 sold of 1 total available.” instead of “Number of tickets: 0 sold of 2 total available.”

How can we get “0 sold of 2 total available” to appear for the ticket status?

Thank you.


Tony

  • Support Staff

August 9, 2019 at 10:18 am

The code in my snippet show allow for that setup, unless you have both of those tickets assigned to both of the datetimes?

Click on the for each of those tickets and make sure that each ticket is only assigned to each individual datetime. If they are assigned to both a single sale of eithr ticket will sell out both datetimes.

Each ticket should be set to only apply to their respective datetime – https://monosnap.com/file/9ylPhXMeq327PkDydGGINXmAZjKK8h


drumthwacketee

August 9, 2019 at 2:43 pm

OK, now I see what I did wrong — both datetimes were assigned to each ticket.

I just assigned only one datetime to each ticket…
http://o7t.395.myftpupload.com/wp-content/uploads/2019/08/support_one_datetime_per_ticket.jpg

…and now the status notes “0 sold of 2 total available.”
http://o7t.395.myftpupload.com/wp-content/uploads/2019/08/support_front_end-ticket_status.jpg

So that worked!

Thanks again for your help!


Tony

  • Support Staff

August 12, 2019 at 5:05 am

You’re most welcome, I’m glad it’s working for you.


drumthwacketee

August 12, 2019 at 11:06 am

Thanks for the recommendation that we should enable PHP sessions and have a correct session save path on the Web server for our Website.

We have been in touch with the Website host support folks and they referred us to this article that discusses how to enable session support for PHP (in general, as there is no specific information available from them about this):

https://support.qualityunit.com/021373-How-To-Enable-Session-Support-for-PHP

The general solution is that we should be able to enable session support for PHP by placing a “php.ini” file into the root (or home) folder for the Website, which we have FTP access to, so we should be able to do that. However, we’re not exactly sure what commands or directives we need to place into the php.ini file, and we’re hoping you might have some more details that you can share with us so we can get this resolved. As noted in the article link provided above, there are numerous variables that can vbe set in the php.ini file — do we need to use all of them, and if so, what should we be setting the values to?

For example, what do we set the “session.save_path” to? In the article, it suggest setting the path to “C:\php\sessiondata\”. We can replace the “C:\” with the home directory of the Website and we could create the “php\sessiondata” directory if needed (assuming that is the correct path we should use). There are a number of other variables that can be set, including whether to use cookies, etc, and we wanted to know if we should be using those settings as well, or is there a bare minimum of variables (and values) that we should be setting to start with, in order to enable PHP session support?

Please advise, thanks!


drumthwacketee

August 12, 2019 at 11:22 am

For some reason I can’t reply to my own post…
https://eventespresso.com/topic/ticket-registration-experiencing-technical-difficulties-event-ticket-status/#post-297512

… and I get the error message “ERROR: Duplicate reply detected; it looks as though you’ve already said that!,” so I’ll continue my reply here.

Thanks for the recommendation that we should enable PHP sessions and have a correct session save path on the web server for our website.

We have been in touch with the website host support folks and they referred us to this article that discusses how to enable session support for PHP (in general, as there is no specific information available from them about this):

https://support.qualityunit.com/021373-How-To-Enable-Session-Support-for-PHP

The general solution is that we should be able to enable session support for PHP by placing a “php.ini” file into the root (or home) folder for the website, which we have FTP access to, so we should be able to do that. However, we’re not exactly sure what commands or directives we need to place into the php.ini file, and we’re hoping you might have some more details that you can share with us so we can get this resolved. As noted in the article link provided above, there are numerous variables that can be set in the php.ini file — do we need to use all of them, and if so, what should we be setting the values to?

For example, what do we set the “session.save_path” to? In the article, it suggest setting the path to “C:\php\sessiondata\”. We can replace the “C:\” with the home directory of the website and we could create the “php\sessiondata” directory if needed (assuming that is the correct path we should use). There are a number of other variables that can be set, including whether to use cookies, etc, and we wanted to know if we should be using those settings as well, or is there a bare minimum of variables (and values) that we should be setting to start with, in order to enable PHP session support?

Please advise, thanks!


Tony

  • Support Staff

August 12, 2019 at 1:37 pm

Hi there,

The reason your posts weren’t showing up is because they were being flagged up as spam, I’ve fixed the above posts and cleaned up the duplicates so you’ll only see a single new post above.

One of the plugins we use for spam is Akismet which builds up a ‘score’ of a user across its network which means if the above happens and you continually post with each then being marked as spam your negatively affecting your score across any site that uses it. I recommend waiting a little as we usually spot spam posts and review them or post a simple one line comment that state you suspect your post was marked as spam so we can review.

We can easily fix the multiple posts but the negative impact on your score we have no control over, so the above is for your benefit rather than ours 🙂

With regards to enabling sessions, non of us (support) are sys admins and so we are not really the best people to answer your question.

What type of hosting are you using?

I’m assuming from the answer from your host that you are not using any form of managed hosting? We would expect either you host to configure PHP to enable sessions or if you are managing the server yourself it would be expected that someone on your team would understand how to set that up.


drumthwacketee

August 12, 2019 at 3:32 pm

OK, thank you for the explanation and cleanup.

We were able to confirm with info.php that php sessions are enabled, and we were able to set the session save path and give it full 777 permissions. However, we’ve still received the same “The site is experiencing technical difficulties” message when we click the event page’s “register now” button.

Is there anything else you would suggest to help resolve the issue?

Thank you.


Tony

  • Support Staff

August 13, 2019 at 3:11 am

Are you no longer using the WP_DEBUG code I gave you earlier?

I’ve just tested a registration on your site, the above error should be adding errors to the logs but there doesn’t appear to be any.

If you’ve removed the code from earlier can you re-add it so I can view the logs, please?


drumthwacketee

August 13, 2019 at 8:48 am

Sorry, I had turned it off. Debug mode is back on now.

Thank you.


Tony

  • Support Staff

August 13, 2019 at 9:04 am

Ok, so checking your site it looks like you are using version 4.9.64.p which was released June 26, 2018.

The first step to fixing this is to update to the latest version of Event Espresso (currently 4.10.0).

Your site is also now set to display errors, which is different from the code I gave you earlier, so what code did you change in wp-config.php?

The code in the link I gave you would be:

// Enable WP_DEBUG mode
define( 'WP_DEBUG', true );
if ( WP_DEBUG ) {
        @ini_set( 'display_errors', 0 );
        define( 'WP_DEBUG_LOG', true );
        define( 'WP_DEBUG_DISPLAY', false );
}

I’m guessing you only have define( 'WP_DEBUG', true );?

Sessions are still not functioning on your site, I’m not sure what you’re looking at within php_info but sessions are not working as expected right now.

Are you managing this server yourself?


drumthwacketee

August 16, 2019 at 2:03 pm

Hello, I just wanted to give an update on our work with this error message.

It turns out our programmer had done some kind of patch to the Event Espresso plugin code two months ago to stop some sort of warning (which I don’t know the particulars of) from appearing — this patch is what caused the “The site is experiencing technical difficulties” message! He removed the patch, and now the next page (registration form) appears fine.

Thank you again for direction on the datetimes and tickets fix.

Thanks!


Josh

  • Support Staff

August 16, 2019 at 2:15 pm

Our friends over at the Drupal project have some advice for your programmer:

https://www.drupal.org/docs/7/site-building-best-practices/never-hack-core

The support post ‘Ticket Registration "Experiencing Technical Difficulties" & Event Ticket Status’ is closed to new replies.

Have a question about this support post? Create a new support post in our support forums and include a link to this existing support post so we can help you.

Support forum for Event Espresso 3 and Event Espresso 4.
Documentation for EE3 and EE4
Documentation for Event Espresso 3

Documentation for Event Espresso 4

Status: closed

Updated by  Josh 3 months, 4 weeks ago ago

Topic Tags

Notifications

This topic is: not resolved
Do NOT follow this link or you will be banned from the site!