Support

May 2, 2024 at 4:33 pm

Hi there,

I am supposed to get priority support. I shouls be able to upload screenshots. This is not support.

I’m not sure what you are referring to with Priority support here, did you purchase a support token? I’m asking as we haven’t had a support token request form your account so I’m just trying to check we haven’t missed the submission somewhere?

I have the everything license. I don’t have EE.

You have the everything license and that gives you access to the Event Espresso core plugin itself (EE) and all of its add-ons. Event Espresso is installed on your site, so you do have EE.

If you log into your site and view the WP Admin, can you see ‘Event Espresso’ lists in the admin side bar, like this:

https://monosnap.com/file/D1jhNpjemnQcBjgcnmItLYHkxmXqOE

If so hover over that section and go to Events, then the Templates Tab.

https://monosnap.com/file/LefB3ZxBGOtoGqQdhdAzeOfPrF0Al4

Thats the section Sam is referring to above.

—-

The issue with your single events not show the ticket selector is not something I’ve seen in a while and can be caused by a few different things.

Can I take a look at the admin to see if anything stands out there? If so just send temp login details over using this form:

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

May 2, 2024 at 5:53 pm

Hi, I’ve just checked our inbox and nothing through just yet, can you double check the the account, please?

It may just take a little for the email to come through but usually, they are pretty quick.

May 5, 2024 at 5:25 am

My apologies for the delay, this took a lot of digging to find the cause.

The issue here relates to the Redux framework in use by your site’s theme conflicting with the latest versions of Event Espresso. In short Redux runs an additional query which then jhijacks the query used within Event Espresso and prevents it from injecting the event content.

We made some changes to how EE handles the main_query in version 5.0.18+ which has highlighted this so to get the site up and running I have installed version 5.0.17.p back onto your site and the event content is now injected.

I’ve created a ticket with a copy of your theme for our senior developer to investigate this further and see what we can do, in the meantime you’ll need to stick with 5.0.17.p to keep the events working.

May 6, 2024 at 4:10 am

The output of /events/ is controlled by your theme, it is an archive of event posts which EE then hooks into and injects the event content into so this is actually an issue with the theme itself.

Its setting a height of 100% on the gird elements, so both of those do load but each element is 100% of the body element so the second element loads right down within the footer.

https://monosnap.com/file/eJRZEVSCEerbG5O8bo2PoGBKK5EsH1

You can fix this by overriding that rule.

@media (max-width: 500px) {
    .post-type-archive-espresso_events .op-content-grid-row>.box-item .post-box, .post-type-archive-espresso_events .op-related-articles-grid-row>.box-item .post-box {
        height: auto;
    }
}

Add that to Dashboard -> Appearance -> Customize -> Additional CSS.

To make it specific to the EE event archive add .post-type-archive-espresso_event to the beginning of both of those selectors

Note – I’ve added the above selector to the customizer as you’ve already included credentials.

May 6, 2024 at 7:12 am

Hi There,

The events are not showing due to the limited height of the section. The CSS provided above by Tony was to set the height of the section automatically, which helps to show the hidden events.

Also, I can see you have already added the CSS, does that fix the issue?

If not please clear the cache of your device and test it again.

May 7, 2024 at 3:01 am

What about being able to update this plugin? Are you working on a solution for that…

I’ve created a ticket for our senior developer to investigate this, it’s not a simple fix so not something we can just push a quick update out for. The issue relates to how the main query is handled which means it affects how everything on the front end works.

So yes we are working on it but no fix as of yet.

…and will I have to enter CSS to get it to work properly? I hope not.

Is this in relation to the issue on the grid above? Thats an issue from your theme rather than Event Espresso itself. EE event posts are being listed using your themes archive template and the themes CSS sets each article to have a height of 100%.

The CSS I added to the site has been set in the theme cusomizer, its loads as part of a core WordPress function relating to the theme itself which mean you don’t need to re-enter it when EE updates.

Also we had breadcrumbs before to link the visitor on details back to the event main page – those are gone.

We don’t have any functionality to add breadcrumbs, so I assume this was part of the theme?

You mentioned before, but may I ask before what? Have you recently updated/change themes?

We also had something that automatically had a message when no events were available that included the client’s email opt-in form. I hope that’s not gone too.

How was that added to the site? Thats not something Event Espresso adds by default so likely custom, so it’s going to depend on how it was added if it is still available.

And I want to give you some feedback about user experience by your company. You worked on this, found the problem and came up with a temporary solution over the weekend and that is appreciated. You call it emergency service on your sales page which you gave. But after you buy it, the message is that you give support M-F 7a-7p EST. What’s up with these inconsistent messages?

Standard support is available from Monday-Friday 7am-7pm EST. We support issues with Event Espresso and it’s add-ons, be that working through ‘How do I get it do X’ or ‘This is broken and I can’t see why’ types of issues. What we can’t support is custom code, custom development of feature/functions, fixing other developer’s code (be it for a custom function within EE or something within another plugin/theme doing something completely unexpected/non-standard) etc.

Support tokens can be used for services outside of the above, so whilst they aren’t required for us to help they cover issues outside the scope of our standard support. That may well be ‘Help! Something is broken and I need it fixing’ or something like ‘Can you help me with some customizations, please?’.

But, I see what you are saying about mixed messages and I’ll see what we can do to help make it clearer.

And when I filled out your form for priority support, there was no confirmation on the web page and the confirmation message by email was not clear – it said your login was received – what does that mean?. I didn’t get that right away so I thought the form didn’t go through and I completed it again. Still with no confirmation, I emailed sales from my receipt for purchasing the premium support.

I’ll check into what is happening with the confirmation message, but the form your referring to is for submitting login credentials to us to work on whatever issue is included within that form so the confirmation message is stating those have been received.

Also when you send an email and I open it in my phone, the font is so small, you can’t read it – it looks to be about 4px. In this day and age when people are on their phones, the user experience for mobile is critical. You should know that.

Hmm, that’s not something I’ve seen, I’ll open a ticket for this to investigate.

And on this form, when I check the box to set as private, I shouldn’t have to do that every time I reply.

Our support forums are public, the private reply function is intended for users to provide additional details not for public viewing. For example, if you want to keep your site’s URL private you can include those within a private reply. Each reply within a thread being private isn’t the intention of that function which is why it is set on a per-reply basis.

If you prefer to keep threads private we can move this to email if preferred?