Attendee list not saving if more than 5 people but 5 people an under are ok?

[Ben]

Attendee list is saving correctly when only 5 attendee are filled but when you fill more than 5 then the order get generated correctly but the attendee list will go empty with no details?
This is a paid full version of your plugin and we need this to be fixed ASAP as the client is making a lot of booking and it is a nightmare at the moment.

[Geoff B.]

Good afternoon Oliver and welcome to the Events Calendar Support forum!

Thank you for reaching out to us.

We are sorry to hear about the attendee list not capturing information over 5 users on your install.
I would love to help you with this topic.

The good news is that is not normal behaviour and I was not able to reproduce this on my end.
That means that we should be able to get to the bottom of this quickly.

Thank you for your patience as we troubleshoot this.

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/

Secondly, to expedite things, could you send me a screenshot of your attendee information form (so that I can perform additional tests).

Best regards,

Geoff B.

[Ben]

Hi There, Thank you for your response.
I have read all of the other threads and I see I am not the only one who is getting this issue, I have done all of the other suggestions in all of the other threads from disabling all plugins to have a plain theme and there is no conflict with any other functionality so basically we are not going to the path of blaming other plugins or themes.
My System is a typical wp-engine hosting environment nothing special about it.
and my attendee list is super simple its only first name and last name absolutely nothing special about it.
So as you can see we are doing super simple things which your plugin should be more than capable of handling it, there must be somewhere where I can see a log or error or something can you point me where?
I can not imagine you do not have a place where you log errors if any.

[Geoff B.]

Good evening Oliver,

Thank you for writing back and for providing some clarification on the situation.

You are right, it seems like you are doing only normal basic things which should result in the attendees showing up without limitation.

I totally understand where you are coming from and I don’t doubt the fact that you are experiencing this issue.
You are right, some of our users have unfortunately been experiencing similar issues.

That being said, we prefer to take a tailored approach to make sure we get to the bottom of your specific issue as fast as possible.

The first step towards that resolution would be for you to 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/

Without that I unfortunately have little to work with.

As for your suggestion, you can totally have access to an error log by turning WP Debug on: https://codex.wordpress.org/Debugging_in_WordPress

That being said, in all transparency, I suspect the issue is elsewhere.

Best regards,

Geoff B.

[Ben]

This reply is private.

[Ben]

WE tracked it down to
update_post_meta( $attendee_id, Tribe__Tickets_Plus__Meta::META_KEY, $meta[ $product_id ][ $order_attendee_id ] )

as this is where it is breaking and the reason seems to be that

$meta = get_post_meta( $order_id, Tribe__Tickets_Plus__Meta::META_KEY, true );

is not returning any thing?

[Ben]

Our client will be publishing events in the coming day and we need this to be resolved ASAP if you can not resolve it soon please let me know so we drop off your products and we use other solution as we have tested other solutions and it did work as expected, please understand that we are a digital agency and we can not afford such issues or delays, also we have other clients will have the same functionality on their websites and we can not repeat the same experience.

[Geoff B.]

Good afternoon Oliver,

Thank you for writing back, for the system information and for doing some additional testing.

On my end, I have shared this with our senior Dev staff to make sure we treat this with the seriousness it calls for.

Here is some feed back from that effort:

It is not entirely clear if the issue is with the frontend attendee list (I assume that’s what it is) or the actual attendee screen accessed from the admin  environment. Either way, it would be worth confirming and also seeing if there are test event/tickets on his staging site where there are more than 5 attendees but no list showing and where we can submit more attendees ourselves (and perhaps examine the browser dev tools – and network tab in particular – in case anything else is getting in the way for some reason)

Let me know if that is something that is possible ?

As per the specific piece of code you have tracked down, could you please share which file you are taking this from (just to ensure we can run some additional tests). This would be useful since we have not yet been able to reproduce the issue on our end (but we are trying to!).

Something else that could be at play here is if there are any security/password protection on your staging environment. I am bringing this up because I recently worked on a project with a client that had a Staging environment on wpengine. After much investigation, the issue was caused by that password protection.

I also understand that time of the essence and that you might have to make some executive decisions.
Please note that we would like nothing more than to sort this out.

As much as we would hate to lose a valuable customer over an issue that is not standard behaviour, the good news is that you are fully entitled to a refund if you want one since you are within 30 days of your purchase. To obtain the refund, you just need to follow the procedure described here.

Best regards,

Geoff B.

[Ben]

Thank you very much for your response, we value your efforts to resolve this.
Unfortunately I can not see any helpful topic or a specific target to resolve the issue in your senior developer response, he/she did not give any testing instructions or indications to where we should look into.
Giving the time difference between our responses and your responses (we are in Australia) it is hard for us to manage this within the given timeframe.
For our debugging we only see that the
const META_KEY = ‘_tribe_tickets_meta’;
is not being saved in the database once you register more than 5 tickets, there is nothing showing in the dev tools no errors no warning and no feed back of any type.
The php errors log shows nothing and from reading your source code you are not registering or logging any errors to any files or tables.
this
add_action( ‘event_tickets_woocommerce_ticket_created’, array( $this, ‘save_attendee_meta_to_ticket’ ), 10, 4 );
is in file Meta.php
Which is called from within Main.php inside a loop
$quantity = intval( $item[‘qty’] ); returns the purchased tickets quantities
for ( $i = 0; $i < $quantity; $i ++ ) { }
as you see once $quantity is more than 5 everything fails.

We have removed all unused plugins, de-activated all plugins and themes, there are no security passwords and we have another copy of the website on a digital ocean droplet yet the same problem, we have installed your plugins on a new wordpress installation and it is the same issue.

If your senior developer have no instructions or testing methods to resolve this by the end of today we will have to move on and fix it ourselves for our client.

I am confident you will understand and appreciate this, as we are a commercial digital agency and our clients rely on us to deliver on time, I can not keep responding to more requests as responses taking time that we can not afford we appreciate the time difference and the working hours between your company and ours.

By the time writing this it is 9am in our time which leave us with 7 working hours hoping to find an answer for this within that time but if it was not possible please let me know and we will take over.

We are not looking for refund at this stage it is not something we are keen for, we like the efforts you put into your solutions and we would love to make it working for us as I told you before we have more client in our production pipe line require the functionality.

Please keep in mind we do not give access to our development to 3rd parties your scope is to provide the solution and not to develop the solution on our development solutions this is in our policy and procedures for our client privacy.

Thanks again and waiting for response.

[Brook]

Howdy Oliver,

Geoff had me look this at this yesterday and today, along with another senior dev. First of all I am very sorry that our response times are not fast enough. I am sorry for the timezones too, that obviously amplifies the pain.

As you probably know our terms of service outline that we typically response once every 24 hours. This is what you agreed to when purchasing our products. For customers like you who are in a pinch we always do our best to respond faster. And Geoff has been doing awesome here. But response times will almost always be on the order of hours, and even then due to the reality of our support setup it might border 24 at times.

If your senior developer have no instructions or testing methods to resolve this by the end of today we will have to move on and fix it ourselves for our client.

I totally get that. We are a digital agency too and have tight deadlines at times, and have been in the same boat. When you’re paying for asynchronous support, and you need something faster, your only available options are either changing the deadline or being your own support. We will continue doing our best to help, but if our fastest times aren’t fast enough it’s going to have to fall on you. If you want a refund in light of this or any other reason please know we will happily provide one, we do not want you to be unhappy with our product or service. You have a couple more days for our usual 30 day refund window. We will happily give you one past this if we can, but sometimes credit card companies put a maximum time limit on things and 30 days is when some of them start.

Unfortunately I can not see any helpful topic or a specific target to resolve the issue in your senior developer response, he/she did not give any testing instructions or indications to where we should look into.

I am very sorry that our communications have not clearly conveyed to you what we’re thinking. Allow me to try to outline what we’ve tried, and what you will need to do at this point.

At the outset Geoff tried reproducing this on his system. He placed an order for 6 tickets, each had attendee info. The 6 orders went through, the attendee info appears on the attendee page, in the tickets email, and so forth. Yesterday one of our senior devs tried the same thing. Today I did it again. We have each tried to determine why yours is clearing after 5, and have not had success. We’ve tried this test with various versions of PHP and in a variety of server environments, in each case all 6 orders and their info went through.

For our debugging we only see that the
const META_KEY = ‘_tribe_tickets_meta’;
is not being saved in the database once you register more than 5 tickets, there is nothing showing in the dev tools no errors no warning and no feed back of any type.

That is good to know. Really the API that would post those events is almost all WordPress, so any errors that might might get generated would come from WordPress.

Could you try the following three things to glean more info?

1) Do you have WP_DEBUG enabled, and perhaps WP_DEBUG_LOG ? Once that’s enabled try another test order. Does your debuglog show anything?

2) What do your MySQL logs show? WP engine has some great MySQL logging that might help indicate any errors.

3) Could you try the following:

1. Create a new event, fill in a few details, hit public
2. Add a WooCommerce ticket to this event. Give the is WooCommerce ticket a single meta field, let’s make it a required text field and call it “Attendee phone number”. Save the ticket.
3. On the front end order 6 of those tickets, fill in random numbers in each of those 6 attendee fields. Hit purchase.
4. Approve the order.
5. Now in your Tickets Email that you will receive, is the attendee info in each?
6. If you visit the attendees page do you see 6 attendees? Is each of their meta present?

Hopefully one of those will shed a lot more light on this. It might give you an idea on what the problem is or what further diagnostic steps to try. If you can wait for our assistance, please let us know how each of those three things goes. That will help us too come up with more ideas for narrowing down the problem, or might let us know outright what’s going on.

Does that all make sense?

Thank you for working with us until now Oliver. I am truly sorry this has been such a pain. We will continue doing our best to help here. Cheers!

– Brook

[Ben]

Hi There
Thank you for your comprehensive response.
I was looking more to have an answer regarding the solutions or the tries you did to fix what I was reading in the other people threads regarding the same issue.
I already told you that we do appreciate the time difference between us.
I already told you we appreciate you efforts to respond and resolve issues regarding your products and services.
I have already tried everything you described the only reason I have issued a support ticket the first place is the fact that all of those tries has already failed.
Like I described before we tested on three digital ocean droplets I have them for developments which has different configurations, on wp-engine production and staging, and for fun we tested on a crazy domains shared hosting as well.
we tested with existing websites, we tested on fresh wordpress installation.
I guess we will remove your product and we will have to build our own solution to resolve our clients issues.
We do appreciate the fact that wordpress plugins does not work all the time and we tend not to use them as we keep having bad experience which reflects to our customers.
I guess we will go through the refund process and remove your product from the wesbite.
Thank you for your time.

[Geoff B.]

Good afternoon Oliver,

Thank you for writing back.

We are truly sorry that things did not go well on you installs (and by extension for your customers).
This is definetely not how things typically goes while using our plugins.

Furthermore, I truly want to apologize for any misunderstandings that stemmed from this exchange.
I would also like to thank you for your time and cooperation while trying to make this work.

Best of luck with your projects.

Best regards,

Geoff B.

[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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