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Nick
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May 3, 2023 at 2:02 pm
Hello,
A few users are reporting an error on when booking for an event on my website. When they try to click “Proceed to Payment Options” they get a message “This registration step could not be completed. Please refresh the page and try again.”
I think this may be browser dependent, as some people have been able to book on to the event successfully, but I am not sure.
The event page can be found here: https://opendialogueapproach.co.uk/events/an-introduction-to-the-open-dialogue-approach-38/
I’d be grateful for some support.
Thanks,
Nick
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Garth
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May 3, 2023 at 4:02 pm
Hi Nick,
In my experience, that error is generally caused by:
1) Caching
2) The user sitting in the registration/payment step too long that their session expires. The default EE session length is 1 hour. You can adjust the session length in Event Espresso > Registration Form > Reg Form Settings, then look down the page for Session Settings and Session Lifespan.
Do you have any ideas on those two issue?
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Nick
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May 4, 2023 at 6:50 am
Hi Garth. I don’t have any idea on these two issues. I suppose the next time it happens I can check in with someone to see what browser they were using and whether they took a long time over the process. I have just switched to using PayPal Commerce, so maybe this will resolve the issue.
With Best Wishes,
Nick
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Tony
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May 4, 2023 at 7:04 am
Hi Nick,
If you check the server error logs, does it have any errors from Event Espresso?
The above error can happen if there is a fatal error being thrown on the server and EE doesn’t know what to do with the request.
You’re host will usually have a section for you to view PHP errors in your control panel.
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Nick
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May 8, 2023 at 2:26 pm
Hi Tony,
Which error log file should I be looking in and what text should I search for in the log file?
Would it be /var/log/httpd/error_log ?
With Best Wishes,
Nick
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Tony
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May 9, 2023 at 4:51 am
Would it be /var/log/httpd/error_log
Possibly, it depends how the server is set up.
Open that up and search for ‘Fatal Error’, then see anything from Event Espresso.
The error could be anything so rather than looking for a specific error, look for timestamps that match the time(s) this was reported and add any errors from around those times here (you can mark your reply private if preferred).
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