Cannot View Attendees for Event this Saturday

[ignitedbytruthadmin]

We are trying to view the Attendees for our annual event coming up on Saturday, in order to do an export to be able to check in people who don’t have their QR code ticket. We keep getting this error message:

This page isn’t working
ignitedbytruth.org is currently unable to handle this request.
HTTP ERROR 500

[ignitedbytruthadmin]

Now all the tickets from the event have disappeared. I checked to make sure that I didn’t accidentally put in the wrong end date and that is not the case. Please help! We are only a few days away from the event and this is when everyone purchases their tickets.

I have attached a screenshot of the event page with no tickets displayed under the event details. There are supposed to be several different tickets for this event.

[ignitedbytruthadmin]

The tickets are back up. It looks like the plugin had been deactivated at some point this morning (not by me). So I activated it and everything reappeared. I still can’t seem to pull up the attendees for export, but I’d prefer to leave that as is if it means disabling the plugin and ticketing functionality.

[ignitedbytruthadmin]

All the tickets have disappeared again on the event page. Please help!

[Jaime Marchwinski]

Thanks so much for reaching out!

As a first step, can you try updating all of your Events Calendar related plugins to their most recent versions, and see if this issue still occurs?

Let me know how that goes!

 

Thanks,

Jaime

[ignitedbytruthadmin]

I think I have the current versions. 4.7.2 of both.

[Jaime Marchwinski]

In that case, could you please provide us with your complete updated 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

[ignitedbytruthadmin]

This reply is private.

[Jaime Marchwinski]

Thanks for providing that information.  Does this occur with all of your events/tickets, or just on one of them?

Can you take a screenshot of what this event looks like on the backend, so that I can try to replicate things on my end?

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

[ignitedbytruthadmin]

All of the tickets are missing on the event page. There is only one event with ticketing. I have heard that they have occasionally reappeared for people but mostly the screen just shows the event details at top with nothing underneath (see screenshot from original support post).

I have attached some screen shots of the event edit screen and the screen I get when I try to view attendees.

We cannot revert to a basic theme or disable plugins. Our annual event is on Saturday. We have a lot of traffic right now on the site. There is no theme or plugin conflict. Nothing has changed since last week when the ticketing was working fine. We do not have time to set up a staging environment right now.

Can you please escalate this ticket given the urgency of our issue?

[Jaime Marchwinski]

Another option would be for you to install the third-party plugin, Health Check, which can mimic a bare WordPress install while your site visitors still see your site the way that it normally appears.

Can you expand one of your tickets and take a screenshot there, so I can see how the ticket is set up?

Let me know how that goes!

 

Thanks,

Jaime

[ignitedbytruthadmin]

Sure, here is the main ticket edit screenshot.

[Jaime Marchwinski]

I’m not seeing a screenshot attached, would you mind re-sending?

 

Thanks!

[ignitedbytruthadmin]

Sorry. Here it is.

[ignitedbytruthadmin]

I think we are up and running now.

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