Attendee Details not saving on production servers

[Craig]

Hi there,

This issue is a repeat of what’s in here: https://theeventscalendar.com/support/forums/topic/attendees-details-not-saving/. There was no solution to that as far as I can tell.

The issue is only happening on my production servers with WPEngine, which leads me to believe it’s a caching issue.

What I would need to know is what we can’t cache, as the attendee details appear to persist throughout throughout the workflow of buying a ticket.

To repeat the issue, before the customer adds the ticket to the cart, the tickets fieldsets must be filled out. At some point along the way, the information the customer provides is being dropped so it never reaches the database. I have confirmed this through doing an SQL query for ‘_tribe_tickets_meta’. Since the issue has been seen before, I’m hoping someone has come up with a solution that doesn’t involve turning off too much caching.

Thanks,
Craig

[Craig]

Hi again,

I did a test by turning off the WP Object Cache, and now the attendee details are recording again. Of course, I’d like to use the object cache to keep the site speed up. It would be much better to be able to specifically turn on caching for one element, which I think is a cookie.

Still in need of help on this…

Thanks,
Craig

[Victor]

Hi Craig!

Thanks for getting in touch with us!

I’m sorry for the delay in getting back to you. We are dealing with a high volume of threads at the moment and we are slowly getting back to normal response times.

That is a rare issue you are having. I’ve just checked the report linked to the thread your shared and it has been declined because the issue resolved itself and seemed to have been specific to GoDaddy.

I’ve just made a few tests on my end enabling Redis Object Cache but I’m not able to reproduce the missing attendee data.

Do you experience the issue with all events and tickets or just some?

Also, could you please get in touch with WPEngine and see if they can offer some insight about this?

Please let us know about that

Thanks,
Victor

[Craig]

Hi Victor,

I’m imagining the WP and Redis Object caches are a bit different, but I’m not sure. It might be worth it for your team to try using the WP Object Cache plugin to see if you can replicate the issue.

WPEngine thought it was probably the cookie generated to pass through to the cart and checkout pages. I’m seeing “tribe-event-tickets-plus-meta-hash”.

After a few other issues are resolved, I’ll see if I can get them to exclude that from caching and try the WP Object Cache again.

Thanks,
Craig

[Victor]

Hi Craig!

Thank you very much for following up with this and for letting us know about WPEngine comment about it.

I will make some other deeper tests with Object Cache and reach out to the team so we can have closer look at this issue.

I will get back to you as soon as we have something.

We appreciate your patience and help so far.

Best,
Victor

[Victor]

Hi Craig,

Thanks for your help and patience so far.

We’ve been able to setup a WP Engine account with Object Cache enabled.

Unfortunately, I’m not able to reproduce the missing attendee information on my end. Could you please let me know if the problem is happening with RSVP tickets or a different ticket type?

Is the issue happening for all events or just one/some? If there’s a specific scenario in which this is happening, please let me know the steps so I can try to replicate on my end.

Thanks,
Victor

[Craig]

Hi Victor,

I know we’re talking on two threads about attendee information, so I want to make sure we’re going over the right issue.

For this ticket, the issue is that the Event Tickets Pro Ticket Fieldsets (Attendee Information) is not saving when an order is placed.

So, for instance, if we ask a customer to provide a phone number (required), the field will show up on the ticket during the add to cart process. However, at some point along the way, that field is dropped and doesn’t associate with the ticket.

The field on the “attendee list” is the “Details” column. When object cache is turned on, there are no attendees with a “View Details” dropdown.

Does this make sense?

Thanks,
Craig

[Victor]

Hi Craig!

Thanks for following up with this to make sure we are on the right track.

Indeed, this thread is for the ticket attendee information not showing up on the attendee list for the tickets purchased.

Just to confirm, I tested this out with a WooCommerce ticket. Can you confirm the issue is when using WooCommerce?

Also, is this happening for events? and is it for all attendees or just some?

Please let me know about it.

Thanks,
Victor

[Craig]

Hi Victor,

Sorry, I forgot to mention this is being done with Woocommerce. While we had the object cache enabled, we received zero attendee details for any event tickets sold. This happened for about 2 months until I turned it off again.

You may be having success even with object cache turned on if you are conducting your tests on a staging server. WP Engine ignores that for staging, which is how I discovered the problem. Everything worked fine for staging, but then there was an issue when I pushed it to production.

They thought it might have to do with the cookie hash passed along through the Woocommerce checkout process.

Thanks,
Craig

[Victor]

Hi Craig,

Thanks for the information.

I am making all the tests on a production site with WP Engine Object Cache on. Nevertheless, I’m not able to replicate the missing attendee information on my end.

On another note, I have been able to find a problem where creating a ticket for an event with object cache on would make the ticket to not show up in the backend nor the frontend of the event, until cache was refreshed (WP Engine > General Settings > Purge All Cache).

I have already logged a bug report for that so we can address it in a future maintenance release.

Are you able to reproduce the attendee missing issue at the moment if you turn object cache back on? If so, what happens if you Purge All Cache or disable object cache on your site? Does attendee info that was missing shows up for those attendees?

Thanks,
Victor

[Craig]

Hi Victor,

Again, I’m a little confused on terms due to the other issue being tracked, so let’s make sure we have consistent naming.

1. Attendee List. This can be fixed with the snippet you provided in the other thread.
2. Attendee Details. This doesn’t work with Object Cache for me even if I purge the caches.

I can’t turn on the Object Cache for production servers, as the attendee details don’t record in the database at all and my client needs them. The Attendee List are different, as they are stored in the database and just wouldn’t echo to the screen without the snippet.

Are you tracking the cookie I mentioned earlier – tribe-event-tickets-plus-meta-hash – all the way through the checkout process? I installed a chrome extension to view the cookies, and it appears there’s a problem with it when the Object Cache is enabled.

Thanks,
Craig

[Victor]

Hi Craig,

I’m sorry for the confusion with the issues. I will make sure to use the same naming convention you state from now on.

I was able to track the mentioned cookie, but I could not find anything that would indicate an error.

I installed a chrome extension to view the cookies, and it appears there’s a problem with it when the Object Cache is enabled.

Could you please let me know more about this? Did you see any errors on your end when inspecting the cookie? Please let us know about it.

In the meantime, I will reach out to the team to have a second pair of eyes on this issue.

Thanks,
Victor

[Victor]

This reply is private.

[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

[Author]

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