Support

October 5, 2023 at 7:11 am

We’ve received your support token request so before I redeem it just wanted to confirm if you’d prefer if I send you a copy of 4.10.22.p to reinstall it and use that?

Updating the ticket selector to be compatible with current/future versions if the better option but I’ll do the above if you prefer that option?

October 5, 2023 at 11:55 am

Apologies for the delay, just noting that the ticket selector should not be fixed.

Any issues please let me know.

October 6, 2023 at 3:30 am

When you say its slowed down the site, what has slowed?

October 9, 2023 at 2:27 am

Hmmm, none of the queries used for those sections have changed so I’ll ned to view this. Have you remove the temp account from the site? I can’t log in to view this currently.

If you have removed the account please re-send credentials using this form:

https://eventespresso.com/send-login-details/

October 16, 2023 at 5:50 am

Hi there,

So I’ve been looking into the site and I can’t see anything that stands out here, the queries running on the versions mentioned haven’t changed all that much between versions.

I wanted to temporarily installed version 4.10.22 to compare and view the queries running on the page, however, when manually installing a plugin on the site it shows an error stating the filesize exceeds the upload_max_filesize setting on your server:

The uploaded file exceeds the upload_max_filesize directive in php.ini.

If you go to Dashboard -> Media -> Add new.

You don’t need to add anything there but you’ll see Maximum upload file size: X MB. and on your server that’s currently 2MB which means somewhere something is limiting the value of either upload_max_filesize or possibly post_max_size

Can you check your server’s config and confirm the vale set for both of those, please?

October 18, 2023 at 11:06 am

when i go to Media > add new – it states Max upload file size is 2MB

NOt sure how to – check server’s config

Yeah that means something on the server is setting that value.

You will need to create a support ticket with your host and request that increase the value for you.

Also getting alerts from WordPress:

Are you getting those when trying to delete registrations?

Does it include an error at all?

October 19, 2023 at 4:39 am

Please explain why the value needs to be changed – it has been at this value for the 7+ years I have been using and had no issues – the issue with speed has only happened since this latest update.

That value has nothing to do with the speed of the site but I’m trying to add the previous version of Event Espresso to your site to compare the queries being ran so I can see if there is a difference. The max upload file size is less than the zip of the .zip file for Event Espresso so I can’t upload it through the admin with that setup, I can try over FTP but its not reliable.

The file limit may well have been in place for 7+ years but I can’t upload a file bigger than 2MB to you site with it in place. At some point that limit was increased using a php.ini file within your site as I can see that file is still there setting a limit of 32MB, however, that isn’t being applied to your site (as you can see within WP itself) so your host may be overriding it.

I have attached the link to the error – this has occurred before I have been trying to work out how t make things run faster

You’re loading 75 registrations per page and some of your events have multiple datetimes which all increase the queries on each page. Your server is managing to load about 60 registrations per page before the page times out.

May I ask why you have such a high per-page value?

If you go to Event Espresso -> Registrations, then click the screen options at the top of the page. In there is an option to set the number of registrations per page, is yours currently 75?

Try reducing that down to 20, does the page load much quicker?

Every time i want to view the registrations it is taking up to 15 seconds to load – I do this over a hundred times per day – it is slowing my workload productive down significantly – this was not happening before the latest update.

This is why I want to install version 4.10.22 (as you mentioned that’s the version you used previously) to compare the queries between now and the previous version. I’m not aware of any changes to those queries and certainly none that would cause a significant load difference.

However, I’m also checking this on the site and it takes roughly 1-3 seconds for the registration pages I’m viewing to load which may be due to the number of registrations per page my account loads (the above setting is a per user setting).

October 27, 2023 at 6:12 am

I have rechecked the server configurations and have also personally tested FTP upload limits and can confirm that it is possible to upload a 32M file to the /home/zimei directory or any of its subdirectories.

FTP file limit? The FTP file limit isn’t the issue here.

upload_max_filesize or possibly post_max_size are PHP limits, right now the max filesize you can upload through WordPress itself is 2MB.

If the above person logs into the site and tries to upload a 32MB file within WordPress itself, it will fail. So for example, if they go here:

{domain}/wp-admin/media-new.php

Select a 32MB file, it won’t upload (note all of this is outside of Event Espresso)

With the access I have, I’m aware that I can upload Event Espresso via FTP yet that’s over 6000 files. Not the end of the world but shouldn’t be unnecessary.

—

I have reduced the number of views on the registration page to 20 (I never changed it from the original default) – however still running much slower than before the update. Loading an individual registration also takes time

Again, none of the queries used for those pages to load have changed. I can’t see how Event Espresso is causing the delay here which is why I want to install the previous version you had running and compare.

There continues to be communication form WordPress re Events Espresso causing errors

Nothing has changed yet so that’s the same error from before.

I want to upload the version you previously used on the site to compare before moving forward.

can i have an update on this please

I’ve emailed the above address and just waiting on a reply.

October 30, 2023 at 5:55 am

I have been liaising with my internet provider – they report that there should be no issues with you uploading a 32MB file – they have tested. I think they have replied the same to yourself.

I’ve not had any reply from the email address you provided, I can see they’ve viewed it within our support helpdesk, but no reply.

If you are referring to the 32MB file they uploaded via FTP mentioned above, that is not the issue and I’ve also added details on that within the email I sent to them.

This: https://monosnap.com/file/6g7U2blPEr1KkAOu2xmrl2U58ewFdx

Shows that the max upload filesize allowed within PHP on the site as it stands, nothing in terms of FTP limits. max_upload_filesize is set to 2M on the server within PHP, there are multiple files trying to set that to 32M, but they aren’t being applied (again, I showed this in the email).

I’m sure they are testing uploading a 32MB file via FTP, but that’s not the issue and never has been, I’ve never mentioned FTP file limits. I can upload Event Espresso via FTP (and likely will do on the staging site) but as mentioned above that is 6000 files and not something I (as support) can advise you to do moving forward as we troubleshoot this so that file limit should be fixed.

As an alternative they have created a duplicate website – so that you are able to test the existing site with a parallel staging site where you can upload the old version.

Great, I much prefer working on staging. However, the staging site has exactly the same issue as the setting is within PHP.

Staging site: https://monosnap.com/file/7CKWFbSeBPKPsLOPgDNr4rXU4RVxSS

I’m using the WordPress media uploaded to highlight the file limit to show that this is nothing to do with Event Espresso, or FTP, its a PHP setting that WordPress is simply reading and displaying.

October 30, 2023 at 6:35 am

I’m sorry your frustrated and do understand why, but I simply don’t know how else I can tell you/your host that an option on their server is limiting this.

max_upload_filesize is a PHP setting on the server which is currently set to 2MB

I posted the output from phpinfo() in the email I sent to your host showing this to be the case and I don’t have access to change it, your host can.

If they need more details here then have them please reply to my email and I’ll happily discuss this further with them there.

October 30, 2023 at 7:31 am

Between my last reply and now I’ve been waiting for Event Espresso to upload via FTP.

The staging site is now running 4.10.22.

Can you load the registration page you were referring to being slow on the staging site, please?

Then post the URL for that page here (set it to be private) so I can compare to the live site.

October 30, 2023 at 7:45 am

The difference between loading the staging site (1.96 seconds) and live site (2.76 seconds) is ~0.8 seconds for me.

How long is it taking for the page to load for you?

October 30, 2023 at 8:17 am

Ok thats something I can work with.

Setting the Registrations per page to 70.

In 4.10.22 -> 5.01 seconds
In EE5.0.10 -> 21.31 seconds

I’m going to need to install some additional plugins on both staging and live to start digging into this, I’ll remove them when finished.

Side note I’ll be in and out of the site as I review and troubleshoot so I may be a while between responses but I am working on this.

November 6, 2023 at 7:15 pm

We’ve found the cause of this on the registration list table, it’s from a ‘status check’ to confirm the DateTime status, however, fixing that isn’t a quick fix so we haven’t pushed an update for it yet.

I’ve applied a quick fix on your site by removing the call for the status check completely, can you check your registration page now and see if it loads quicker?