Customers being logged out after clicking on Events Calendar

[Carole Langman]

We have started a ticket with Woo Commerce on this same issue, as our customers login through Woo Commerce My Account.

Woo Commerce also asked us to report the issue to Events Calendar as well.

Here is a link for a video which shows what happens: https://www.dropbox.com/s/gewbhscfzwhx0hj/booking-event.mov?dl=0

1. We have tried an alternative WordPress theme,
2. We deactivated all the plugins (except Events and Woo Commerce)
3. We turned on debug in wp-config file and triggered a log-out, which created this error log:

[Sat Dec 17 01:23:02.394566 2016] [access_compat:error] [pid 40298] [client 180.76.15.160:55788] AH01797: client denied by server configuration: /home/carolel2/public_html/
[Sat Dec 17 01:22:39.830550 2016] [access_compat:error] [pid 39374] [client 180.76.15.163:53282] AH01797: client denied by server configuration: /home/carolel2/public_html/
[Sat Dec 17 01:21:35.184708 2016] [:notice] [pid 30924] [client 104.138.213.88:47674] mod_hive matched URI http://www.devondogs.co.uk/wp-login.php (/home/carolel2/public_html/wp-login.php) with match 2, referer: http://www.devondogs.co.uk/wp-login.php?redirect_to=http://www.devondogs.co.uk/event/lets-play-18dec16/
[Sat Dec 17 00:44:26.438592 2016] [access_compat:error] [pid 43777] [client 180.76.15.159:54444] AH01797: client denied by server configuration: /home/carolel2/public_html/
[Sat Dec 17 00:44:00.883794 2016] [:notice] [pid 40812] [client 109.173.125.248:52044] mod_hive matched URI http://www.devondogs.co.uk/wp-login.php (/home/carolel2/public_html/wp-login.php) with match 2, referer: https://www.devondogs.co.uk/myaccount/%url%%5C
[Sat Dec 17 00:43:12.604264 2016] [access_compat:error] [pid 38804] [client 180.76.15.152:45834] AH01797: client denied by server configuration: /home/carolel2/public_html/

Can you advise how to rectify this? It causes problems both for our customers trying to book Events, and our staff being logged out of WP-Admin regularly.

If this is not the correct place to post, can you point us in the right direction?

Many thanks…

[Andras]

Hello Carole,

Thanks for using our plugins and for reaching out!

I’m sorry about this logout issue. I tried to recreate it on my local install with the Divi theme, the calendar plugins and WooCommerce and so far everything was working as expected.

Do you maybe have some server side caching or a caching plugin that could interfere?

When you go back to the event page (after logging in on My Account) and you seem to be logged out, what happens if you refresh the page? Are you still logged out?

Is that a recurring event which produces this? Do you get the same with more events or only this? Do you get it with both single and recurring events as well?

The user you are using in the video, what privileges does it have?

Thanks for clarifying these for me. Your answers to these will help me in trying to pinpoint the issue.

Cheers,
Andras

 

[Carole Langman]

Hi Andras,

Yes, we refresh the page every time, but remain logged out. This video show us doing that: Dropbox

• No we are not using a caching plugin.
• The User in the video had Admin privileges.

I can set you up as a Tech Support Admin user, but if these forums are public, I don’t really want to publicize that information. Can I send it to you privately?

Since the date of posting this ticket last week, Woo Commerce wrote back to us with this reply:

It might also be worthwhile reaching out to your hosting provider for more help on this. The reason I’m mentioning this is that a quick search pointed me at the following resource: https://wiki.apache.org/httpd/ClientDeniedByServerConfiguration

We are awaiting a reply from SiteGround UK and will keep you updated.

Many thanks,

Carole

[Andras]

Hello Carole,

Thanks for getting back to me with that information and the 2 videos were really helpful in seeing and understanding the issue.

I appreciate the offer for the login, however, our current policy is not to accept logins or to log in to customer servers/WordPress installations.

Meanwhile I wait for your update I will try to check with the team if anyone has experienced something like this and will let you know if anything turns up.

In case we don’t connect until then I wish you and your loved ones a Merry Christmas and a joyful holiday!

Cheers,
Andras

[Carole Langman]

Hi Andras,

Thanks for the reply. We heard back from SiteGround after they tried several options to fix. Here is a copy of their reply:

I reviewed the case and then checked the server logs. There were indeed blocked requests due to the specified errors, but they were caused by the fact that there are rewrite rules in the .htaccess file so that bad bots are blocked. Still, to avoid issues caused by that I went ahead and:

1. Copied the current .htaccess file to .htaccess-orig.
2. Removed the blocking rewrite rules from the new .htaccess file.

After another retry the issue was still present so I looked further for the cause.

During my investigation I found out that there is a custom php.ini file. After checking it I found out that it specified settings that are by default mandatory on our shared servers and cannot be changed. Due to that I renamed the file so it is excluded from loading – after all it might cause issues in this case, than rather helping resolving one.

Regrettably, the issue was still present and after several failed attempts to disable plugins that might cause this I ran out of ideas. Since there is no server-side issue and the problem is related to a specific are of the website leads me to believe that the problem is an application related one. Since we are not able to resolve this it will be best that you contact a professional developer with the necessary knowledge and skill set.

So we are back to square one again. We tried to staging the website but were unable to test it, as the Events Calendar page kept reverting to the live website, even though we changed the URL, which of course negated the exercise.

Can you advise if there is something else we have to do in order to have the Events Calendar work on a cloned website?

Thanks again for your help,

Carole

[Carole Langman]

Just wanted to share a simple fix suggested by Woo Commerce:

The My Account page was a secure page – https://www.devondogs.co.uk/myaccount/ and the Events page URL was: http://www.devondogs.co.uk/events/, thus rendering the login cookies as invalid.

Once we changed all of the website pages to https, the logging out stopped. It was a very simple fix to change in the WordPress dashboard – wp-admin/options-general.php

Many thanks,

Carole

[Andras]

Hi Carole and happy 2017!

Wow, that is a simple fix! I am super stoked to hear this solved your issue.

Since this is marked resolved I am going to close this ticket, but if you need anything else related to this topic or another please open a new topic in the forum and we’ll be happy to help you out.

Cheers,

Andras

PS: If you like our plugins, and you didn’t yet do so 🙂 we would be happy to receive a review in the wordpress.org repository. Thanks!
https://wordpress.org/support/plugin/the-events-calendar/reviews/
https://wordpress.org/support/plugin/event-tickets/reviews/

PS2: We’d be also grateful if you would give us feedback on your satisfaction with support. Just click on one of the classy looking emojis below. 🙂 If you can spare a few words, that’s even better. Doublethanks!

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