Help Desk

Eventbrite ticket Information no longer showing / cannot import events

  • Posts: 19 Topics: 2
    | Permalink

    Hi,
    My client let me know today that a lot of events (imported via Eventbrite Ticket and shown via Event Calendar Pro) are no longer showing the ticket information from Eventbrite.

    For example
    Eventbrite shows ticket registration
    https://www.eventbrite.co.uk/e/where-could-your-business-sell-online-tickets-48948448126

    But their website does not
    http://www.businessfactorynt.co.uk/event/where-could-your-business-sell-online-3/

    I have managed to find one event on their website that does show ticket info
    http://www.businessfactorynt.co.uk/event/the-customer-bit-19/
    But in general they don’t

    Why is this?

    In line with some other issues I have seen on your forums we also have the following message permanently displayed in admin:
    Currently migrating Eventbrite events to ensure proper data is displayed when editing.

    And I am unable to import events getting the error:
    Unable to process this import – a breakage or conflict may have resulted in the import halting.

    Thanks

    Posts: 5926
    | Permalink

    Hi Alex,

    Thanks so much for reaching out!

    As a first step, 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

    Posts: 19 Topics: 2
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    Hi,

    I’ve followed your instructions re testing for a conflict and the problem remains!

    What’s next?

    Posts: 5926
    | Permalink

    Thanks for going through that testing.

    Can you try importing the URL with .com instead, like this:

    https://www.eventbrite.com/e/where-could-your-business-sell-online-tickets-48948448126

    I tried importing it that way and was able to successfully do so.

    Let me know if that works for you!

     

    Thanks,

    Jaime

    Posts: 19 Topics: 2
    | Permalink

    Hi,

    it previews ok, and goes to:

    Your import is currently in progress. Don’t worry, you can safely navigate away–the import will continue in the background.

    But after some time of waiting is goes to :

    Unable to process this import – a breakage or conflict may have resulted in the import halting.

    I tried this previously having seen the suggestion in another thread on the same topic and got the same result

    What now?

    Posts: 19 Topics: 2
    | Permalink

    Is there any progress with this?

    I can see from the support forum that I am certainly not alone in having these problems (I have read most of the tickets that are not marked private but no solution seems to be forthcoming).

    Do we need to start looking for an alternative as my client is getting frustrated?

    Even some feedback re your plans to sort this would be a help.

    Posts: 18146 Topics: 17 Answers: 973
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    I’m sorry for the delay, Alex.

    Could you update us with another example of an event where the ticket form is not showing (by sharing both the Eventbrite URL and the single event URL from your client site)?

    If there happens to be one in mid-late September or even later that isn’t in immediate danger of expiring, that would be especially useful here.

    Thanks!

    Posts: 19 Topics: 2
    Posts: 18146 Topics: 17 Answers: 973
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    Thanks for the prompt reply!

    I wonder if you’d be happy to perform a test involving a small amount of custom code?

    add_filter( 'tribe_events_eb_iframe_html', function( $html, $event_id, $post_id ) {
    	// If we have ticket form HTML, let's return it
    	if ( strlen( trim( $html ) ) ) {
    		return $html;
    	}
    
    	try {
    		$api = tribe( 'eventbrite.event' );
    		$event = $api->get_event( $post_id );
    	}
    	catch ( Exception $e ) {
    		return 'UNABLE TO LOAD EVENT DATA';
    	}
    
    	$listed = empty( $event->listed ) ? 'No' : 'Yes';
    	$live   = $api->is_live( $post_id ) ? 'Yes' : 'No';
    	$show   = tribe_event_show_tickets( $post_id, $event ) ? 'Yes' : 'No';
    
    	return "\nDebug info (#$post_id | #$event_id): LISTED $listed LIVE $live SHOULD SHOW $show\n";
    }, 10, 3 );
    

    Could you trying adding the above either to a custom plugin (preferred) or else to your theme’s functions.php file, whichever is easiest for you?

    Can you then revisit either of the events you linked to above and capture what you see where the ticket iframe ought to appear?

    Thank you 🙂

    Posts: 19 Topics: 2
    | Permalink
    Posts: 18146 Topics: 17 Answers: 973
    | Permalink

    Thanks, Alex: that is in itself useful info. Let’s go a bit deeper.

    add_filter( 'tribe_events_eventbrite_print_ticket_form', function( $display, $count ) {
    	$display_form = $display ? 'Yes' : 'No';
    	print "\nDISPLAY FORM $display_form COUNT $count\n";
    	return true;
    }, 10, 2 );

    Complimenting the code you already added, can you now add the above? It doesn’t really matter if it is added above or below the previous snippet.

    Do you now see anything where the ticket form should display?

    Thanks for bearing with us as we dig into this 🙂

    Posts: 19 Topics: 2
    Posts: 18146 Topics: 17 Answers: 973
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    Thanks, you can remove those snippets now 🙂

    For both of those events, the result was that ‘DISPLAY FORM No COUNT 0’ was added to the page (right above the related events section).

    This tells us that – for some reason – there are no Eventbrite Tickets associated with the event, hence it has decided not to try and load the tickets iframe. When I try to replicate the problem on a clean test site (see here), however, the ticket form comes through.

    I’m curious: if we start with just one of the events you noted in your last reply, can you try deleting and re-importing? The process for this would be as follows:

    • Trash the event
    • In the main list of events within the admin environment, look for the ignored tab then locate the same event and delete it permanently
    • Re-import
    • Does the ticket iframe show now?
    Posts: 19 Topics: 2
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    A couple of points here:

    1 – These events were showing tickets prior to your last update, so it looks like something corrupted the data? As mentioned previously, we have the message ‘Currently migrating Eventbrite events to ensure proper data is displayed when editing.’ showing permanently in admin, so I wonder if this relates to the data issue?

    2 – We have been unable to import events via your plugin since the update, so I can’t complete the tasks as you suggest below.

    Whats next re the import issue?

    Posts: 19 Topics: 2
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    A couple of things to add:

    1 There is no ignored tab showing next to published on the events admin page

    2 I tried importing a single event again, and as before I was able to previews my list, select an event and hit import, which gave me the message:

    Your import is currently in progress. Don’t worry, you can safely navigate away–the import will continue in the background.

    But after some time of waiting the message changed to:

    Unable to process this import – a breakage or conflict may have resulted in the import halting.

    Posts: 18146 Topics: 17 Answers: 973
    | Permalink

    There is no ignored tab showing next to published on the events admin page

    My apologies, I was off track here. In this case, you would trash and then delete completely before attempting to re-import.

    These events were showing tickets prior to your last update, so it looks like something corrupted the data?

    It sounds like that is possible, we’re looking into this.

    We have been unable to import events via your plugin since the update, so I can’t complete the tasks as you suggest below.

    Let’s see if we can get this part working again.

    It’s looking like that some of the underpinning mechanics we recently changed are not working in various hosting environments. In a couple of cases, though, we’ve had success by switching back to the previous system.

    Can you try uploading and activating this plugin? It contains a small amount of code to help with this and it’s possible it will restore your ability to import new events (if it does help, that will also give us a better indication as to what the underlying problem is).

    Posts: 19 Topics: 2
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    OK, I uploaded the temporary plugin – Event Aggregator ‣ Restore Cron Based Processing

    Checked the following event was deleted / removed from trash – 2018-12-14: Introduction to Self Employment

    After hitting import(1), I was immediately returned to the Events Import screen (back at the beginning- Select Origin), but the event had been imported along with ticket info

    http://www.businessfactorynt.co.uk/event/introduction-to-self-employment-100/

    To double check I then selected hide and ignore / delete permanently on the same event and then repeated the process selecting two ‘new’ events:

    2018-12-14 – Introduction to Self Employment
    2018-12-18 – Introduction to Self Employment

    As before I was returned to the Events Import screen (fairly quickly) and both events had been loaded along with ticket info

    http://www.businessfactorynt.co.uk/event/introduction-to-self-employment-104/
    http://www.businessfactorynt.co.uk/event/introduction-to-self-employment-100/

    I then thought to check on a current event – http://www.businessfactorynt.co.uk/event/beginners-facebook-for-business-6/

    But the preview only goes back to 2018-09-24 and this event is on 2018-09-04 is this something I can fix via settings?

    In the meantime I tried re-importing:

    2018-09-24 – How to Tender – Construction
    http://www.businessfactorynt.co.uk/event/how-to-tender-construction/

    But no ticket info was added, so is it a case of events need to be deleted first?

    Posts: 19 Topics: 2
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    I thought Id also try an import via url, e.g.

    https://www.eventbrite.co.uk/e/introduction-to-self-employment-tickets-47773388491

    I had to to update the url to .com but it worked, complete with ticket info

    However I did notice one oddity – When using quick edit to categorise the event the summary page showed fields getting mixed up (see attached) This went after refreshing the page but was a little confusing.

    Posts: 18146 Topics: 17 Answers: 973
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    But no ticket info was added, so is it a case of events need to be deleted first?

    Yes: for events that have already been imported I think – at least until the developers can investigate and figure out a longer term fix – it will be necessary to delete completely and re-import.

    I had to to update the url to .com but it worked, complete with ticket info

    This one we were aware of already and a fix should arrive shortly, however that is indeed currently the best way to workaround this issue.

    When using quick edit to categorise the event the summary page showed fields getting mixed up (see attached)

    I can’t immediately replicate (and your screenshot makes me wonder if another plugin is adding columns – and perhaps is triggering this).

    We’d be happy to look in more depth but it would be best to create a new topic for this, as it’s a pretty distinct problem from the one you originally reported.

    Thanks!

    Posts: 19 Topics: 2
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    Thanks for the response.

    What about the issue of the preview only going back to 2018-09-24 (although that did total 50 events from the one furthest in the future)

    How do I preview earlier events without looking up URLs?

    Posts: 18146 Topics: 17 Answers: 973
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    Just to confirm (as I don’t have the same range of data in my test account as you have on your live eventbrite.com account) – you aren’t seeing pagination links below the preview list that will let you access those earlier events?

    Posts: 19 Topics: 2
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    Yes, I have pagination links

    50 events are loaded, counting back from the event farthest in the future, but that means the more recent events are not visible.

    I need to be able to see the next events

    Thanks

    Posts: 18146 Topics: 17 Answers: 973
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    OK, I see what you mean. I’m just checking in with the dev team on this, it seems like it may be a limitation of the Eventbrite API but I want to get clarity on that.

    Right now, though, I’m afraid you will probably have to import by specifying specific URLs for anything outside of that range.

    Posts: 18146 Topics: 17 Answers: 973
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    So to confirm, I’m afraid there is currently no way of working around the 50-event import limit (or forcing it to look at the next upcoming event onwards rather than the furthest-event-in-the-future backwards).

    We’re aware this is problematic, and are evaluating possible solutions. Once we have something in place for this, we’ll certainly post an update it here.

    Posts: 19 Topics: 2
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    I have started to re-import some of the events but the ticket information does not always show:

    http://www.businessfactorynt.co.uk/event/how-to-start-a-profitable-ebay-business-5/

    http://www.businessfactorynt.co.uk/event/linkedin-workshop-15/

    The two events above have been re-imported, why would the ticket info show some of the time and not others?

    Posts: 19 Topics: 2
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    Also, images are not being imported from Eventbrite

    Posts: 18146 Topics: 17 Answers: 973
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    On that last point (images not being imported): there is a known bug which is resolved by adding an Event Aggregator license key.

    I see that you have such a key associated with your account; can you confirm if you’ve added it to your settings? If you did, mind linking me to one of the relevant events (and the matching event on eventbrite.com/.co.uk)?

    Thanks!

    Posts: 18146 Topics: 17 Answers: 973
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    http://www.businessfactorynt.co.uk/event/how-to-start-a-profitable-ebay-business-5/
    http://www.businessfactorynt.co.uk/event/linkedin-workshop-15/

    That’s odd indeed. Right now, I can see tickets for the second of those but not the first.

    Are you comfortable sharing a database dump to help us examine things in greater detail? There are a few ways to do this, but one is to use the Duplicator plugin (and share the resulting file via Google Drive, Dropbox or some similar service).

    Posts: 19 Topics: 2
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    Whee would I find my Event Aggregator license key?

    I have access to keys for The Events Calendar PRO and The Events Calendar: Eventbrite Tickets but don’t see one for the Event Aggregator ?

    Posts: 19 Topics: 2
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