Exporting Attendees Issue

[Jacob McDaniel]

We are having an issue on various events where we export out the Attendees list and not all the data is exporting. We have no errors or logs for errors that are coming up. We have exported from multiple users and same result.

Seems to be happening on the same user on multiple events, Mike Weatherly. But also missing 3 other users data on the Seaman tournament.

Please advise.

[Geoff]

Hello @jacobrmcdaniel,

Thanks for getting in touch and sorry about the trouble here with exporting the attendee report.

I just tried exporting a report of my own from a test site at it seemed to include all the information for each ticket sold for the event — here’s a link to the CSV file it generated for me.

Would you be willing to share a few more details with me so I can try to pinpoint the issue:

• Identify the information that was exported and what was missing from it
• A copy of the CSV file that was generated
• A screenshot of the settings for the tickets in the event (example)

Thanks so much!
Geoff

[Jacob McDaniel]

This reply is private.

[Geoff]

This reply is private.

[Jacob McDaniel]

(re terms) That’s not very useful but I understand.

What specifics are you looking for? There are a lot of settings.

[Geoff]

Thanks for understanding!

I’m looking specifically for:

• Identify the information that was exported and what was missing from it
• A screenshot of the settings for the tickets in the event (example)

Cheers,
Geoff

[Jacob McDaniel]

The spreadsheet has 5 users missing some ticket details.

Ticket screenshots:
https://cl.ly/0i3A3G2i3Y2D
https://cl.ly/0S3F1c2Y3j0G
https://cl.ly/3f2S3T241H0j
https://cl.ly/0I0X0G1e0U1N

[Geoff]

Thanks so much for the info!

The good news right out of the gate is that the spreadsheet does indeed line up with the registration fields you created for the event. In other words, each field in the screenshots has a column in the spreadsheet.

I do see where where some columns have no data in them. Are all the fields in your registration form required? If not, then that would explain why there are blanks because the attendee may not have completed the field.

As for duplicate tickets in the spreadsheet, I am not seeing any. All of them look like unique tickets with different Ticket IDs and attendee data. You mentioned a specific person, Mike Weatherly. but I did not see him in the spreadsheet. However, you referred to him as someone who was duplicated in multiple events — but that is a possibility since someone can register for any event and as many events on the site. IS it possible that he registered for more than one event?

I think everything appears to be working correctly. But if you can help me replicate an instance where someone has entered and submitted information to the registration form and that the information does not make it into the exported file, I’d be happy to dig into this a little deeper. My hunch at the moment is that some folks simply did not enter the information, but confirming whether or not the fields are required will help determine if that’s the case.

Thanks!
Geoff

[Jacob McDaniel]

Re: I do see where where some columns have no data in them. Are all the fields in your registration form required? If not, then that would explain why there are blanks because the attendee may not have completed the field.

Some columns are required while others are not. (below)

So when we export out the spreadsheet for the attendees on various events some of them are missing all of the data that is actually required. https://cl.ly/0L1y3C0m1Z1a

[Geoff]

Thanks for following up!

I was able to find a couple of tickets in our system for an issue that may be related to what you’re mentioning here.

But, first, to make sure I’m not missing anything and properly diagnosing this, I want to point out a couple of quirks about the registration form:

• If the customer changes the quantity of tickets in the cart after they have completed the registration fields, then those tickets will not have data because the cart does not include the registration fields. This is not a bug, but something worth mentioning.
• If the cookie of the current session expires (like the customer takes a long time to complete the order), then the information will be lost. This is a bug and is ticketed in our system.
• If the customer does not have Javascript enabled in their browser, then the customer will not see the registration fields and thus not be able to provide that information. This, too, is a bug that is ticketed in our system.

Do any of these properly capture what might be happening on your site? In other words, do any of these three help explain why Orders 1381 and 1144 do not contain the information the registration form asks?

One way to check is to look at the attendee report in the WordPress admin itself. If the information is contained in there, then they would have completed the form. If the information is not there, then it’s likely to be one of the above scenarios and I can help make sure this gets properly ticketed.

Thanks!
Geoff

[Jacob McDaniel]

We believe the attendees appear in WordPress, there are just a few that aren’t appearing in the export.

[Geoff]

Thanks Jacob!

I might be misunderstanding, but attendees appearing in the admin but not in the spreadsheet sounds like a different issue than we’ve been discussing.

Let me confirm two things with you before I move forward with ticketing this for you:

• Will you please take a screenshot of the attendee list for the event that you provided me a spreadsheet for and indicate which attendees are displayed in the admin, but not in the spreadsheet?
• Which of the three scenarios from my last reply matches up with the issue where an attendee does display in the spreadsheet, but there is no data for that attendee?

Thanks so much!
Geoff

[Jacob McDaniel]

Partially in the spreadsheet but also in the admin: https://cl.ly/142j0W1q0B3M
Basically, the data that is in the spreadsheet that is missing is the form data that a user fills out for the event tickets for the wrestler. Does that make sense?

[Cliff]

Hi, Jacob.

Geoff is out right now so I’ve taken over for him on this thread. Hopefully we’re really close to getting you an answer. I appreciate all your detailed replies thus far.

From your last screenshot, it appears the Export matches what’s displayed in wp-admin. If user “Alena” would have entered Attendee Meta information when submitting their order, it would appear here: https://cl.ly/312a0H1N370e

Please compare the wp-admin view for another user who did complete the Attendee Meta fields.

My best guess is that Alena does not have JavaScript enabled on their browser, a known issue that Geoff mentioned in a previous reply.

Please let me know your thoughts on this and we’ll see how we can assist.

Thank you.

[Jacob McDaniel]

Alright so when comparing to another users registration, Alena does not have the same details available as others.
Others: https://cl.ly/1g0G0T2T1C3z
Alena: https://cl.ly/2n3J1L1G0Z3a

I will see if we can reach out to this customer and verify the javascript enablement/disabled.

Thanks for all your support.

[Author]

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