Cannot access attendee list as it keeps timing out

[saha]

I need to download my attendee list but I can’t access it because it either times out or I get a blank screen. I’ve had it investigated by our support team and also by our server host who tell me it’s a script in the plugin. Is there any way to break the request down so it’s not trying to open the whole list all at once and so it won’t time out? It was working ok yesterday but today I can’t access it and I need to work on the file!

[Victor]

Hi Saha!

I’m sorry you are experiencing that issue. Let me help you troubleshoot that.

Just to confirm, are you having that issue when trying to see the attendee list or when trying to export it?

Could you please enable WP_DEBUG and WP_DEBUG_LOG ? This will create a debug.log file inside the /wp-content directory.

After that, try navigating a few times into the page where you are having the issue, so that in case there is an error, it will be saved into the debug.log file. Please share that log file with us so we can spot the problem from there.

Also, when coming back, could you please share with us your system info by following this guide > https://theeventscalendar.com/knowledgebase/sharing-sys-info/

Thanks,
Victor

[saha]

This reply is private.

• This reply was modified 8 years, 10 months ago by saha.
• This reply was modified 8 years, 10 months ago by saha.
• This reply was modified 8 years, 10 months ago by Victor.

[saha]

This reply is private.

[Victor]

This reply is private.

[saha]

Response from support:

Hi Amanda,

Here’s our web developer’s reply:

Please inform the client that we couldn’t replicate the bug on the staging site (as it comes up empty when you try viewing Attendees: https://i.imgur.com/c4GavFT.png ), but we have found the line on the live site’s error log that describes the issue we’re having when clicking the attendees page: https://i.imgur.com/vIqjsNl.png (attached error log file; error is on the last line of the file).
Also, the previous feedback from WPEngine to describe the issue to the Events plugin developers should help: I would recommend reaching out to the plugin developer to see if there is something you can do to slim down the request time. Most likely it is just loading too much data from the database at a time. If that can be broken down into smaller chunks, like viewing less attendees per pages, would like help drastically.

If you have any questions, please let me know.

Cheers

Rose

When I click on the “attendees” I get a white screen (screenshot attached). There are 3917 attendees. I have done many many of these events before with 5000 attendees and not had this problem – although it is very very slow and has been getting slower every time.

I had another event that finished last weekend with 2458 attendees and I can still access it – so it is a timing out problem with the size of the file.

Amanda Arnell-Smith
Administration
a: PO Box 4346, Springfield Qld 4300
w: saveahorse.org.au e: [email protected]

Limited Liability (Qld) IA56476, ARBN 617 104 800
ABN 97 212 703 053
Donate Here

[saha]

error report attached

Amanda Arnell-Smith
Administration
a: PO Box 4346, Springfield Qld 4300
w: saveahorse.org.au e: [email protected]

Limited Liability (Qld) IA56476, ARBN 617 104 800
ABN 97 212 703 053
Donate Here

[Victor]

Hi Amanda!

Thanks for coming back with all that information.

The error you are getting is simply due to the amount of attendees for the event. It is possible that you could have gotten the attendee list before with a higher number of attendees but it really depends on many variables like amount of custom ticket meta, number of orders, etc and also of server resources.

In an attempt to fetch the attendee list, you could increase the memory limit and see if you don’t get the error.

This is surely something we could do better, but unfortunately there seems to be no workaround this limitation. We have a ticket open to add pagination to sales & attendees reports, which will surely reduce the database load in this area, but we don’t have a date yet for when this will be available.

We have a snippet that could help toward customizing it for you, at the least to give your developer a head start toward how-to:

https://gist.github.com/cliffordp/d1643e84bb41dda0a5c86100ae52b07f

I will link this thread to the ticket report so we can let you know when that feature is available in a future release.

I apologise for this inconvenience and we’d appreciate your patience.

Best,
Victor

[saha]

I have referred this to my support team but really it’s completely unacceptable that I can’t access my attendee list!! I need that list to run a raffle and without it my event is dead in the water. Please get back to me urgently and advise another way to access this list.

And by the way there is nothing different about this list than any of my previous events. The meta is all the same in fact identical. The longer I’ve had your plugin the more issues I’ve had with it and the more bugs that seem to be cropping up.

This is the 2nd issue that you “cannot” fix.

I will be forced to not use the plugin anymore but in the meantime I have an event in motion and I need access to that list!

[saha]

I need to be able to download the list to a spreadsheet. If there is another way to do that without viewing it, please let me know urgently.

[Victor]

Hi Amanda!

I’m really sorry about your situation. I can totally understand your need to get the list of attendees.

I have reached the team about your issue and we have logged a ticket to come up with a workaround so you can get an export of the attendees. A dedicated dev will work on it and we’ll let you know as soon as we have something.

We also noticed the following settings for your site:

max_execution_time = 3600
memory_limit = 512M

In the meantime,  it could be worth checking with your hosting provider the amount of these resources your plan has and see if it’s possible to raise those limits so you can fetch the attendees for the event and at least make an export. Let us know about this.

Do let us know if you have other questions in the meantime.

Best,
Victor

[saha]

Hi Victor,

Here is a query from my support team. Could you please advise if this is possible?

Hi Amanda,

Hope you enjoyed your weekend.

Here’s the reply of our web devleloper:

Please inform the client that we are still getting the same error when accessing the Attendees list, even after using the code snippet they provided. (see screenshot: https://i.imgur.com/g8CIEdp.png g )
Could we ask the Events Calendar developers perhaps if there is another way we can view the attendees list (since it’s not possible to do so from the backend)? Perhaps directly from the database? And we would appreciate it if they could provide the exact mySQL query to do this in order to access the correct database tables. Thanks!

I look forward to your reply

[saha]

Hi Amanda,

Hope you’re well.

Here’s the reply of our web developer:

In the meantime, it could be worth checking with your hosting provider the amount of these resources your plan has and see if it’s possible to raise those limits so you can fetch the attendees for the event and at least make an export. Let us know about this.
We’ve already asked about this but this is not possible as it will affect the performance of other sites on the server. So it’s really up to the plugin to optimize or allow for viewing of attendees in a paginated way (not 3000+ all at once).
I guess we just have to wait for an update from their dedicated developer – hopefully asap.

If you have any questions, please let me know.

[Victor]

Hello Amanda!

Thanks for following up with this.

Could we ask the Events Calendar developers perhaps if there is another way we can view the attendees list (since it’s not possible to do so from the backend)? Perhaps directly from the database? And we would appreciate it if they could provide the exact mySQL query to do this in order to access the correct database tables.

This is likely something the dev will come up with to fetch the attendees directly from the database, but I’m not entirely sure if it will be an SQL query or some php code snippet. I will make a note in the report stating that an SQL query will also work for your case.

I’m sorry the server resources can’t be raised for your site. You said you have experienced a slow down in performance with past events when fetching the attendees. Is there anywhere else you experience a slow down? If so, I’d recommend you take a look at the following article on Performance Considerations you should know about.

Thanks for your cooperation so far, we’ll let you know as soon as we have an update regarding the attendees.

Best,
Victor.

[saha]

Hi Victor, Have you got any idea how long this is going to take? This is really URGENT. I have an event in motion – I have to access the attendees. Surely there is some way we can access this data? Please really, I am in a really tough position here. I need help yesterday.

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