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Freddys
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February 18, 2016 at 1:27 pm
Hi everybody,
We have 2 events, and one would think they would have their own corresponding products in Infusionsoft.
For some reason, when I update event A, those products (events products) with their corresponding event sku’s are represented in Infusionsoft. But when I update event B, event’s A’s products disappear and only event B’s products (with appropriate sku’s for B) are the only ones present in Infusionsoft.
I am not sure how one event makes one set of products disappear in Infusionsoft when I update it. Has anybody seen this before? Sounds like a bug to me…
– Freddys
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Josh
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February 18, 2016 at 1:31 pm
Hi Freddys,
Can we try to find some facts before we conclude there’s a bug?
First, are these two separate events in Event Espresso, or are they two different datetimes within one event?
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Freddys
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February 18, 2016 at 3:13 pm
Thanks for your reply Josh. Making no conclusions here Josh. I’ll leave that up to the pros. 🙂
They are 2 completely separate events.. that’s what makes it perplexing!
– FXG
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Josh
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February 18, 2016 at 3:30 pm
Hi Freddys,
Can you post a link to each of the events here?
Along with that, can you check what gets listed in your Infusionsoft account after you do the following:
After you update Event A, what are the sku’s listed?
After you update Event B, what are the sku’s listed?
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Freddys
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February 18, 2016 at 3:58 pm
Event A: http://carrickinstitute.com/events/905-906-washington-2016/
Event B: http://carrickinstitute.com/events/905-906-brazil-2016/
After I update event A in EE, I see sku’s: event-107, event-108, event-109, event-110, event-111. Those happen to correspond with Event A’s ticket ID’s.
After I updated event B in EE, I checked the Infusionsoft database again and all the products were there, with corresponding sku’s that coorelated with the ticket ID’s.
There was definitely an issue that was happening as I was saw it with my own eyes, and my staff told me after I left the office that this similar issue was happening with other events. I can try again to replicate this tomorrow, but do we have any insight as to what could cause this issue to come and go?
I did have some authorize.net payment issues that were fixed by allowing the app more memory… could this be a resources issue?
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Josh
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February 18, 2016 at 4:37 pm
No I don’t think so.
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Freddys
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February 19, 2016 at 10:31 am
So I am able to replicate the issue again, so to continue this conversation.
Event A: http://carrickinstitute.com/events/803-atlanta-2016/
Event B: http://carrickinstitute.com/events/803-madrid-2016/
I update event A and search for their products in INFS so I can eventually add them to commissions programs. So I update event A and search for them and I see the products are there with the corresponding skus of event-567-571. The event B products and skus are not present in INFS after I update event A in EE.
I then press update on event B in EE. I look for the products in INFS and find them. They have the correct corresponding sku’s of event-27-31. The event A products are no longer seen in INFS.
After doing an update, BOTH events are still visible on the website. The ticket names are also still appropriate for each event. The ticket names are 16803ATL and 16803MAD with a few extra characters depending on which ticket they are eligible to purchase. So the seems to be in INFS and corresponding products.
How shall I proceed in figuring this out?
– Freddys
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Freddys
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February 22, 2016 at 9:39 am
Just giving this one a bump on this lovely Monday.
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Josh
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February 22, 2016 at 11:24 am
Hi there,
May I ask whoch version of EE and the infusionsoft that you are using?
Also, what exactly are you doing when you “update the event”?
If you’re comfortable with phpmyadmin, can you find the rows with the key “IS_product_ID” in the wp_esp_extra_meta table of the database which has OBJ_ID={ticketId}? This should exist for each ticket synced to InfusionSoft, and it should be the ID of the InfusionSoft product the ticket syncs to, and that InfusionSoft product should still exist.
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Freddys
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February 23, 2016 at 9:42 am
Hello,
We are on the latest version of EE 4. Version 4.8.34.p as of today.
When we update the event, we hit the blue “Update” button on EE Edit Event screen.
I am not comfortable with phpmyadmin.. shall I but a support ticket to get your help with this?
FXG
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Josh
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February 23, 2016 at 1:50 pm
> When we update the event, we hit the blue “Update” button on EE Edit Event screen.
Are you changing anything within the event before you click the Update button? Like anything related to the tickets?
Do you know the version number of the Infusionsoft add-on that’s currently installed on your site?
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Freddys
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February 23, 2016 at 1:58 pm
We were updating the ticket names when we discovered this issue. Only the ticket names and not the times or any other details were changed.
The Infusionsoft add-on is: Event Espresso – Infusionsoft (EE4.4+) Version 2.1.3.p
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Freddys
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February 24, 2016 at 10:23 am
Bumping this one again. I appreciate your help!
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Josh
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February 25, 2016 at 1:00 pm
Hi Freddys,
When you’re viewing the products in IS, do they get paged into separate pages. If so, if you go to the next page, are the missing products on another page?
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Freddys
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February 25, 2016 at 1:12 pm
The search results in IS are not separated into pages.
I am actually running the same search and I can see the results change after each “update” in EE.
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Josh
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February 25, 2016 at 1:31 pm
It might help if you can post some screenshots of this.
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Freddys
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February 26, 2016 at 8:29 pm
http://screencast.com/t/EVv6KTxNlY
I made a video that hopefully illustrates this issue. I think this will help explain it better as it get confusing to write it all out. 🙂
Thanks for your help on this!
– Freddys
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Josh
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February 29, 2016 at 1:03 pm
Hi Freddys,
Can you check to see if the same issue persists when the other Infusionsoft plugins are not activated on this site?
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