Attendee Data Not Being Stored… Again

[Tanya Kieneker]

Hello. Last year at this time, I posted a support thread regarding attendee data that was being entered at the time of ticket purchase, but not being stored in the database.

https://theeventscalendar.com/support/forums/topic/attendee-data-not-stored-when-using-woocommerce-3/

There was a fix for this and it hasn’t been a problem. However, we’ve just discovered that the issue is back and we’re missing important information for attendees who have purchased tickets for an upcoming event. Any idea on why this issue is back?

Tanya

[Jaime Marchwinski]

Hi Tanya,

Thanks so much for reaching out again! And I’m sorry to hear that you are once again experiencing this issue.

As a first troubleshooting step, could you please provide us with your complete system information in a private reply using the instructions found in the following link?

https://theeventscalendar.com/knowledgebase/sharing-sys-info/

Let me know if you have any other questions in the meantime!

 

Thanks,

Jaime

[Tanya Kieneker]

This reply is private.

[Jaime Marchwinski]

Hi Tanya,

Thanks for providing me with that information.  Are you able to view the attendee data on the Attendees Tab, or does it not show up anywhere?

Can you take a screenshot of the ticket on the backend where you are having this issue?  So far, I have not been able to replicate the scenario that you are describing.

In the meantime, let’s try to rule out if there is some type of conflict at play.
This is usually because of:

• A conflict with another plugin
• A conflict with your WordPress theme
• A template customization for the Events Calendar that requires updating

When it comes to that type of issue, it is preferable to troubleshoot in a staging environment if you have one.

A first quick test is to simply temporarily revert back to a default WordPress theme such as twenty-sixteen to see if the issue persists.

The next step would be to go through our testing for conflicts procedure and let us know what you find out.

Basically the goal here is to revert back to a bare WordPress installation to see if the problem persists. It also allows us to pinpoint what the cause of the issue is.

But, before you do that, there are 2 things I would advise:

• Make a backup of your database
• Consider activating a “Maintenance Page” plugin if you are doing this on your live site (to minimize impact on your visitors)

Let me know how that goes!

 

Thanks,

Jaime

[Tanya Kieneker]

Thanks. No, the information is not showing up on the attendee page either. Did you read the thread that I linked to? It ended up being an issue on your end after I had done all of the testing steps you mention below. It would seem logical that it’s a similar issue within the plugin again… maybe?

There is another open request with the same issue…
https://theeventscalendar.com/support/forums/topic/additional-attendee-information-3/

I’ll work on the testing steps you mention below later today.

Thanks,
Tanya

TANYA KIENEKER
Marketing Coordinator
Phone: 604.613.6981 (Cell)
Web: abbotsfordchristian.com
[Facebook]https://www.facebook.com/myacs[Vimeo]http://www.vimeo.com/abbotsfordchristian[Pinterest]https://www.instagram.com/weareallacs/[Inside Out]http://insideout.abbotsfordchristian.com/[Twitter]https://twitter.com/WeAreAllACS
[abbotsfordchristian.com]https://abbotsfordchristian.com

[Tanya Kieneker]

I was able to isolate the issue by deactivating our theme – Avada – and it’s two required plugins, Fusion Builder and Fusion Core. I will also contact our theme, however, would you have any suggestions as to what might be causing this?

[Jaime Marchwinski]

Hi Tanya,

I’m glad to hear that you were at least able to find the root of the issue.  Unfortunately I don’t have any additional suggestions of how to resolve this theme conflict.

Let me know how it goes with the Avada team!

 

Thanks,

Jaime

[Tanya Kieneker]

I’m shocked that you wouldn’t want to investigate a possible bug here. Avada support is saying they can’t help as it’s an issue with the theme, and you are saying you can’t help because it’s an issue with the third party plugin. Surely one of you wants to get to the bottom of this… Plus, I’m a paying customer and this does not feel like premium support.
Tanya

TANYA KIENEKER
Marketing Coordinator
Phone: 604.613.6981 (Cell)
Web: abbotsfordchristian.com
[Facebook]https://www.facebook.com/myacs[Vimeo]http://www.vimeo.com/abbotsfordchristian[Pinterest]https://www.instagram.com/weareallacs/[Inside Out]http://insideout.abbotsfordchristian.com/[Twitter]https://twitter.com/WeAreAllACS
[abbotsfordchristian.com]https://abbotsfordchristian.com

[Jaime Marchwinski]

Hi Tanya,

Could you please send me a copy of the latest version of your WordPress theme / child theme via a link to a .zip file link (stored Dropbox or Google Drive) so that I can run some tests on my end ? I recommend a private reply for that purpose.

Please ensure you are using the latest files as found on your actual website.

This way I will get access to any updates or customizations you might have made.

Basically the goal here is just for me to confirm that this issue is present on the latest version of our plugin.  I cannot guarantee that I can provide a resolution to this issue.

Please also note that support for theme conflicts is limited as stated in our support policy.

Let me know if you have any other questions in the meantime!

 

Thanks,

Jaime

[Support Droid]

Hey there! This thread has been pretty quiet for the last three weeks, so we’re going to go ahead and close it to avoid confusion with other topics. If you’re still looking for help with this, please do open a new thread, reference this one and we’d be more than happy to continue the conversation over there.

Thanks so much!
The Events Calendar Support Team

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