Support

Home Forums Event Espresso Premium Welcome to the new Event Espresso forums!

Welcome to the new Event Espresso forums!

Posted: June 23, 2012 at 11:13 pm


Chris Reynolds

  • Support Staff

June 23, 2012 at 11:13 pm

Welcome to our new support forums. You’ll no doubt notice some changes around here. Topics can now be assigned to specific support staff or marked as resolved, so the Event Espresso team and our customers can stay up-to-date on issues and make sure nothing falls through the cracks. You can also follow and bookmark topics without having to post a reply and subscribe. Using tags will help staff and other users find and track the issues you have. Categories are used for each area of the Event Espresso plugin. Let us know if you have any questions about the new forums.


Peter

June 25, 2012 at 1:03 pm

Not just about the New Forum, but also the new licensing system.
1) Can we still access the old forum threads? There was a lot of good information in there and I consulted it often especially when having to make changes to the templates when new upgrades became available – like now with 3.1.24P.
2)What happened to the update notice and change log. I see that we can now download 3.1.24P but what has changed over 3.1.23P?
3)I read that we now can only have one version, not only activated but also installed as a WordPress plug-in. Based on my previous experiences with upgrades this is not welcomed and causes me some concern. I usually install the upgrade and make changes to templates when not active, I then activate and find bugs template customization issues etc. deactivate and run with the older version until I get them resolved.
4) It looks like I have to install 3.1.24 to show my key as active and then will have access to areas of the forum. What if I don’t want to activate 3.1.24P?
5) None of my purchased add-ons are showing up anymore.
6) What happened to the purchase once pricing model? Now it looks like I will need to buy a yearly support license to be able to access the forum and to get bug fixes.


Chris Reynolds

  • Support Staff

June 25, 2012 at 1:33 pm

1) Can we still access the old forum threads? There was a lot of good information in there and I consulted it often especially when having to make changes to the templates when new upgrades became available – like now with 3.1.24P.

There was an issue where the replies were being hidden, but I just fixed that, so you should be able to go to any of the posts over there that you need to access.

2)What happened to the update notice and change log. I see that we can now download 3.1.24P but what has changed over 3.1.23P?

The changelog is here: https://eventespresso.com/wiki/change-log/
It hasn’t been updated because we haven’t had time to do so yet. The major difference between .23 and .24 is adding the update notification engine in 3.1.24, but I will try to get that updated later today.

3)I read that we now can only have one version, not only activated but also installed as a WordPress plug-in. Based on my previous experiences with upgrades this is not welcomed and causes me some concern. I usually install the upgrade and make changes to templates when not active, I then activate and find bugs template customization issues etc. deactivate and run with the older version until I get them resolved.

This is because of the new plugin update engine. Event Espresso will upgrade like any other plugin now. If you’re concerned about backwards-compatibility, you can create a copy of the event espresso plugin with a different directory name before doing the update. If something goes wrong you can just delete the updated version and restore the backup. The templates won’t be affected since those exist in /wp-content/uploads/espresso/templates.

4) It looks like I have to install 3.1.24 to show my key as active and then will have access to areas of the forum. What if I don’t want to activate 3.1.24P?

Then you won’t get update notifications or automatic updates.

5) None of my purchased add-ons are showing up anymore.

Fill out the form here:
https://eventespresso.com/contact/update-request/

Some of the account information may not have carried over correctly. This should only be a one-time update — once your account is fixed, there shouldn’t be any issues in the future.

6) What happened to the purchase once pricing model? Now it looks like I will need to buy a yearly support license to be able to access the forum and to get bug fixes.

Due to the rising costs of providing ongoing support and maintaining the Event Espresso codebase. We have decided to move to a subscription based model for support. Renewals are significantly discounted which will make it very affordable. More importantly, we will be able to reinvest into Event Espresso which has the potential to make you and your events more successful. We hope you see this as a positive thing.

  • This reply was modified 1 year, 3 months ago by  Seth Shoultes.


Peter

June 25, 2012 at 2:24 pm

Thank Chris for the rapid feedback, just some clarification:
4) Obviously by not updating to .24 I won’t get automatic updates, but my point was that it now looks like parts of the forum require that your account is active or it restrict access. How do I get forum access without upgrading?
5) Again!!! I was told last time that I filled out the form that I would not have to do it again.
6) I understand the need to move to a subscription model, but my justification for using EE to the boss was the one time cost, now I need to go back and ask for more $. I have just told them they need a dedicated server for the calendar application to run with categories (note that your recommended Host information -Hostagator – should say that you need a dedicated server and not their business plan shared server option), and now I need to add an additional cost. Is there a cost for ongoing support for the add-ons we purchased too? When we were faced with a similar issue we “grand fathered” in the clients we had previously told there was no ongoing cost.

FYI you need to change your send email info, it says from “WordPress”.


Chris Reynolds

  • Support Staff

June 25, 2012 at 3:34 pm

but my point was that it now looks like parts of the forum require that your account is active or it restrict access. How do I get forum access without upgrading?

Well, obviously you have forum access now. I’m assuming what you are actually referring to is access to content that relates to specific add-ons. For that, see my response to 5) above.

Again!!! I was told last time that I filled out the form that I would not have to do it again.

Sorry. New site, new system. We had to create a custom user import script to move all the users from the old forums over to the new site. This came from a hand-generated csv based on e-junkie purchase records. In some cases (I think particularly in cases where someone purchased a basic license and some a la carte addons, but there may be other cases as well) the add-ons didn’t get imported correctly which is the reason for the form now. We’ve been fielding a lot of these issues and I hope that you can bear with us during this transition.

my justification for using EE to the boss was the one time cost, now I need to go back and ask for more $.

That’s understandable. You can choose to not renew your license, of course, at which point you will still be able to use the plugin, you just won’t receive updates or have access to support or documentation.

(note that your recommended Host information -Hostagator – should say that you need a dedicated server and not their business plan shared server option)

That’s really a case-by-case issue. Most people who are using their standard business plan do not have the issues that you have reported in the past. Your particular case is more of a super user scenario — most people are just hosting maybe a handful of events monthly at the most and have not reported the server-related issues that you have. I have done a bit of work expanding the requirements check plugin to check for different potential problems and identify potential hosting insufficiencies.

Is there a cost for ongoing support for the add-ons we purchased too?

No, that’s included in the support license for the core plugin.

FYI you need to change your send email info, it says from “WordPress”.

Thanks, I’ll take care of it.


Andrew

June 25, 2012 at 3:42 pm

Also not overly impressed with the sudden move to yearly costs… the main reason for purchasing the plugin was the onetime cost…


Peter

June 25, 2012 at 4:01 pm

Chris yes it is for the add-ons so re-registering will probably solve that, though I thought it was for more as the message said I needed the add-on “or personal license”.


Chris Reynolds

  • Support Staff

June 25, 2012 at 4:05 pm

I thought it was for more as the message said I needed the add-on “or personal license”.

It’s a general message that appears in a lot of places, but we may need to update the conditionals. You’re logged in and have a personal license so it shouldn’t be telling you that you need a personal license.


Peter

June 26, 2012 at 12:23 pm

From free to frustrating – really guys “Support staff content cannot be viewed without the necessary product purchases” talk about a one sided discussion. OK don’t let us ask question or post comments if we have not purchased the add- on, but block support’s answers! I evaluated all the add-on I purchased by searching the forum to determin if they would meet my needs, I even was so brazen as to ask questions about the add-ons function as part of my purchase decision.

  • This reply was modified 9 years ago by  Peter.
  • This reply was modified 9 years ago by  Peter.
  • This reply was modified 9 years ago by  Peter.


Josh

  • Support Staff

June 26, 2012 at 2:38 pm

It isn’t a one-sided discussion for those who have purchased support for a specific add-on.
If you’re interested in evaluating additional add-ons, you are more than welcome to post your questions in the pre-sales forum and we’ll be more than happy to answer them for you.


Peter

June 26, 2012 at 3:33 pm

@josh, I understand the need for you to be profitable, I want you to be around for a while too, but take a look at why you are doing well and don’t inhibit that. Yes I can go to the pre-sales forum, and it will take you and me a lot more time to ask and answer questions than letting me browse the forum. I also feel much more comfortable with the answers when I am not communicating with a “sales guy” (implied by being in a pre-sales forum.)I bought the ticketing add-on after much consideration of the comments on the forum and some of the wonderful discussion over issues and how they were resolved.

@chris, “…most people are just hosting maybe a handful of events monthly at the most…”. It would be interesting to see the actual usage profiles, do you have data on this and does this new forum support poles?


Seth Shoultes

  • Support Staff

June 26, 2012 at 4:03 pm

@peter Thanks for your feedback.

I understand that you make purchase decisions based on user feedback. I am the same way. It was a very hard decision, but we decided to close some of these premium support discussions, because of piracy issues and the fact that some people were basically getting free support without purchasing a support license. The overhead on the free support was killing us. And if we want to continue developing and supporting our products, we had to make it harder for people to access information without the proper support licenses.

I like the idea of a poll system. I will see if we can add something like that.


Peter

June 26, 2012 at 6:00 pm

@seth, I hope it pans out for you.


Seth Shoultes

  • Support Staff

June 26, 2012 at 6:12 pm

@peter Thanks! We will try this approach for now and see how it works out.

We want to make sure we can continue to keep the plugin afloat and try keep our users happy. If anyone really wants to see what people are saying about one of our products, we are more than happy to give them access. All they have to do is ask.


sheathe

June 26, 2012 at 6:40 pm

Positive feedback is always rare, so I just wanted to let you know – while I can understand some users’ frustration with the changes – I totally support your decision re: paid support. It is critical that you generate enough revenue to cover expenses and make a reasonable profit so you can stay afloat with enough help that no one burns out. Personally, I’ve invested a lot of time into learning Event Espresso and can see how you are trying to cover as many use cases as possible. Keep up the great work & thanks for all the effort that goes into support!

  • This reply was modified 8 years, 12 months ago by  sheathe.


Peter

June 27, 2012 at 7:19 am

@seth, I appreciate you and your teams hard work and as I have said I hope you are profitable and continue to develop this great product. I will not drag on the debate, as you have obviously made your decision, but I hope you do not lose sight of what drew many of us to the product in the first place and your pre-release testing and release documentation improves so that you can keep down your future support costs.

  • This reply was modified 8 years, 12 months ago by  Peter.


Josh

  • Support Staff

June 27, 2012 at 8:47 am

Thanks for the feedback. We’re continually working on improving the testing and documentation. It’s been significantly improved since one year ago, but we still have a ways to go.

We should have more resources to put into pre-release testing and documentation now that we are only supporting those who have purchased support licenses.


Peter

June 28, 2012 at 1:46 pm

Was it something I posted, but why can I no longer access the ticketing add-on section? I was able to post and read support’s answers there yesterday.


Josh

  • Support Staff

June 28, 2012 at 4:41 pm

I recommend anyone missing add-ons to fill out an update request form: https://eventespresso.com/contact/update-request/


Peter

June 28, 2012 at 4:49 pm

@josh, I already have done that and “Ticketing” shows up in my account plug-ins, that is how I was able to ask question yesterday in the ticketing section (see thread https://eventespresso.com/topic/ticketing-version-2/). Now today I cannot access it, but my other plug-ins look active.


Josh

  • Support Staff

June 28, 2012 at 5:01 pm

I see. I’ll have to check into this.


Peter

June 28, 2012 at 7:52 pm

@josh, I now have access again – thanks

The support post ‘Welcome to the new Event Espresso forums!’ 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.

Event Espresso