Event Tickets Plus suddenly not working properly

[Paula]

My Event Ticket Plus plug in is up to date, but suddenly I’m not able to save or publish any new events that include a ticket. I’m successful at making an event without a ticket, but as soon as I include a ticket and try to save or publish, I get a white screen with nothing showing but a “-1” in the top left corner. I’m stuck. Also, every time I try to update my calendar pro plugin I get an error from WP. I also tried to download from your site and upload, but it says that it already exists. I can’t seem to update that plugin.

Before I change my theme and deactivate plugins I just want to see if there’s an easy fix. I’m afraid of breaking more things by tinkering too much!

[Victor]

Hi Paula!

I’m sorry to hear you are experiencing that issue. Let me help you with the troubleshooting.

First, please share with us your system information by following this guide > https://theeventscalendar.com/knowledgebase/sharing-sys-info/. We’ll see if there is anything strange that would indicate an error from there.

Also, make sure you are using the latest versions of our plugins and that of WordPress. If you are having that problem trying to manually update Events Calendar PRO, you first need to delete the old plugin in order to install the new version. Let me point you to the following article about how to perform a manual update > https://theeventscalendar.com/knowledgebase/manual-updates/

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 reproducing the issue a few times, 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 see if any problem from there.

We always suggest to setup a dev/staging site so you can test things out and make all plugins, theme and WordPress core updates without disrupting the live site.

We also encourage to make a full backup of your site, both database and files so in case something goes wrong you can always restore your site.

Please let us know how that goes.

Thanks,
Victor

[Paula]

I did the first couple of things you outlined. I wasn’t quite sure how to enable the debugging thing and didn’t feel comfortable editing the php file so I installed a plug in called Query Monitor for debugging. My calendar Events Pro and Event Tickets Plus plugins are both up to date. I again tried to make a new ticket on an event and got the same result – big white screen with “-1” in the corner. I’m not sure what else to do from here.

[Victor]

Hi Paula!

Thanks for following up with this.

I don’t think Query Monitor will be of help in this case, as it is mainly used for debugging queries.

I believe the error could be caused by a PHP error somehow, so enabling WP_DEBUG will tell us the exact error message. Let me help you with enabling this on your site.

You can edit your wp-config.php file with a text editor like notepad if you are on Windows, or TextEdit if you are on a Mac. You should place the following lines of code below $table_prefix = ‘wp_’;

define( 'WP_DEBUG', true );
define( 'WP_DEBUG_LOG', true );

You can learn more about this > https://codex.wordpress.org/Debugging_in_WordPress#WP_DEBUG_DISPLAY

Let me know how that goes.

Thanks,
Victor

 

[Paula]

I think I did what you instructed. Please try to see if I got it right. I’m going to try to make a new ticket right now and hopefully the errors will post.

[Victor]

Hi Paula!

Thanks for trying that out.

We are not able to access your debug.log from our end. You will need to navigate to your site’s files and look for the debug.log file that should be located inside the /wp-content directory.

Please share that file with us in a private reply. Please note that you won’t be able to directly upload the file and you will first need to compress it into a zip file.

Let me know how that goes and if you have any questions in the meantime.

Thanks,
Victor

[Paula]

Here is the file. Keeping my fingers crossed that it shows you what you need to see. I’m getting desperate to fix this as we have an event coming up that needs tickets. ugh

[Victor]

Hi Paula!

Thanks for coming back with the logs.

I can see there a are many PHP notices coming from your theme. Could you please try switching to a default theme (like twenty seventeen) and see if any difference?

If no difference, please also try disabling all other plugins except ours (like it states in our Testing for conflicts guide > https://theeventscalendar.com/knowledgebase/testing-for-conflicts/) to make sure we are not dealing with a plugin conflict.

Please let us know how that goes.

Thanks,
Victor

[Paula]

Ok, I did as you suggested. I had already tried to deactivate all other plugins except yours and woocommerce and that produced the same results. This time I switched themes and was able to successfully publish the event with a ticket. I tried to switch back to my theme and update it, then I tried to make another new event with a ticket. I’m getting closer because now I can publish the event, however the ticket is not exactly showing on the event page. It says “Tickets” but it does not allow the option to add anything to the cart. I’m attaching a screen shot.

[Paula]

I just refreshed the page and now it appears that the tickets are showing!!!! I think it’s working now 🙂

thank you for guiding me through this!!!!

Sincerely,
Paula

[Victor]

Hey Paula!

Happy to hear you could solve the issue 🙂

Thanks for following up to let us know.

I’ll go ahead and close this thread now, but feel free to open a new topic if anything comes up and we’ll be happy to help.

Cheers,
Victor

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