Need Help asap!

[artsgarage]

We have our events listed on our website in different categories and we have A LOT of events booked. On the pages where events are listed, it only lists so many then asks you to hit next to see more. When you hit next it only shows you one event when there are many many more. We need all the events to be viewable in the list on every age. Please assist asap! We depend on sales for future events and our patrons cannot see them!

[Cliff]

Hi. Sorry you’re experiencing this.

This isn’t currently a confirmed issue (here’s a gif of my testing site working as expected: https://cl.ly/1p1L20290j1R) so I’d suggest following these recommended troubleshooting steps for your own site:

There might be some new updates available. Could you please make sure all your Modern Tribe plugins (and WordPress core) are at their latest versions?

• Downloads / Version Numbers
• License Keys
• TEC Automatic Updates
• or TEC Manual Updates
• WordPress core updates

Once you verify you’re on the latest versions, please test to see if the issue is still happening for you.

You might also see if you can spot any console errors at your site. (If needed, you may reference our KB article Using Google Chrome Developer Tools.)

Whenever troubleshooting, it’s best to enable WP_DEBUG and WP_DEBUG_LOG (which will create a file on your server at /wp-content/debug.log if there are any WP_DEBUG messages) and share any debug messages you see while trying to replicate this issue and doing other things on your site relevant to this ticket (such as visiting your site’s home page, events page, single-event pages, and anything else you can think to do).

If there’s nothing obvious (such as a console error or WP_DEBUG message) pointing you to what might be the problem, please follow our Testing for Conflicts Guide (basically switch to Twenty Seventeen theme and deactivate all plugins and custom code other than Modern Tribe plugins) and see if that helps narrow down the cause of this.

Note that https://wordpress.org/plugins/plugin-detective/ may prove helpful as well. (third-party, not guaranteed or supported by us)

Of course, we always recommend restorable database and file backups as well as performing modifications first on a staging site before modifying anything on your live/production site.

If you still need assistance with this, please share (or re-share) your System Information (while in Testing for Conflicts Mode) in a Private Reply.

That will give me a lot of extra information to help troubleshoot this.

Let us know what you find out.

Thanks.

[artsgarage]

Our plug-in is still not working. We need this to be resolved asap. The page keeps going to only showing one event if you hit the next button.

Amanda MacMaster
Marketing Director

Arts Garage
http://www.artsgarage.org
[email protected]
954.839.9776

Facebook: /DelrayArtsGarage
Instagram: @arts_garage_delray
Twitter: @artsgaragefl

[artsgarage]

Hello –

Our plugin is STILL not working. We need assistance. It is very difficult to get assistance. Please contact us.

Amanda MacMaster
Marketing Director

Arts Garage
http://www.artsgarage.org
[email protected]
954.839.9776

Facebook: /DelrayArtsGarage
Instagram: @arts_garage_delray
Twitter: @artsgaragefl

[Cliff]

Sorry things still aren’t working. Did you receive my prior reply and follow one or all of the steps?

[artsgarage]

Cliff –

We need this FIXED ASAP! It is affecting ticket sales and NO ONE can HELP US?

REALLY? Now if you search by date the WRONG event comes up? What? How can we get this resolved asap or actually SPEAK TO SOMEONE?

Amanda MacMaster
Marketing Director

Arts Garage
http://www.artsgarage.org
[email protected]
954.839.9776

Facebook: /DelrayArtsGarage
Instagram: @arts_garage_delray
Twitter: @artsgaragefl

[artsgarage]

Also Cliff — the gif you sent testing our site isn’t even our site! We need this fixed. How do we speak to someone?

Amanda MacMaster
Marketing Director

Arts Garage
http://www.artsgarage.org
[email protected]
954.839.9776

Facebook: /DelrayArtsGarage
Instagram: @arts_garage_delray
Twitter: @artsgaragefl

[Barry]

Hi Amanda,

I’m sorry to see how frustrated you’ve become – all we want to do here is help you.

Also Cliff — the gif you sent testing our site isn’t even our site!

That’s correct. It is from Cliff’s own testing site, which he noted in his first reply.

The point here is that this is not a general problem: Cliff cannot replicate on his own site and other customers are not reporting the same problem so, at this stage, it looks like the problem is specific to your site.

We need this FIXED ASAP! It is affecting ticket sales and NO ONE can HELP US?

Understood. We want to help you fix this – but since we do not control or have access to your site we’re going to need your help and cooperation.

Can I ask you to revisit Cliff’s first reply? It contained a wealth of information and a number of steps aimed at helping us collect more information to better troubleshoot this issue.

If there are elements of that which you do not understand or are having trouble with, please let us know and we’ll offer as much additional guidance as we can.

Thank you 🙂

[artsgarage]

We followed the steps and it is not working.

This would have been resolved MANY WEEKS ago if you have proper customer service. We need to speak with someone. You reply when we are not here and this is NOT HELPFUL.

We are losing tickets sales and we ARE NOT VERY HAPPY with this customer service AT ALL!

Amanda MacMaster
Marketing Director

Arts Garage
http://www.artsgarage.org
[email protected]
954.839.9776

Facebook: /DelrayArtsGarage
Instagram: @arts_garage_delray
Twitter: @artsgaragefl

[Barry]

I understand you’re not happy, but we’re doing our best to reply within our stated target response times (24hrs of you posting, not including weekends) and have done so reliably since the start of this exchange.

I’ve got a couple of possible avenues we might follow to get a better handle on this and get things back on track:

• If you already have or can create a staging site, perhaps you could deactivate all other plugins except ours and switch to a default theme and let us see the problem and troubleshoot further under those conditions
• Alternatively, you could use the Duplicator plugin to create a file you can share with us which will allow us to duplicate the same problem on our own machines – we can then troubleshoot and figure things out from there

If you follow the Duplicator route, please note that the resulting file may be very large so it may be easiest to upload it to Dropbox, Google Drive or some other comparable service and provide us with a link to access it from there (which you should share via a private reply).

Unfortunately, we still cannot see your system information. Can you share that with us manually, again via a private reply? That may also provide us with some insights.

[artsgarage]

AT this point, we have hired another tech who reinstalled it and tested it and it does not work.

This is the plugin that came with our theme so we assumed they worked together. I have hit the yes share button so you can see.

We need you to fix this. We have done everything our end and we paid for the pro version and it is NOT WORKING.

If you have a phone line, this would have been solved weeks ago – but this 24 hour forum this is NOT HELPFUL.

Amanda MacMaster
Marketing Director

Arts Garage
http://www.artsgarage.org
[email protected]
954.839.9776

Facebook: /DelrayArtsGarage
Instagram: @arts_garage_delray
Twitter: @artsgaragefl

[Barry]

Hi Amanda,

We need you to fix this.

I know, and we want to help you fix this 🙂

Can you confirm if you made any headway with my last two suggestions (setting up a staging site, or using Duplicator to create a file that will let us replicate locally)?

If for any reason you cannot follow either, please let me know and we can explore other options.

If you have a phone line, this would have been solved weeks ago – but this 24 hour forum this is NOT HELPFUL.

We don’t offer phone based support at this time; however I’ll certainly check in on this conversation more frequently if I can.

[artsgarage]

We ended up paying a tech to fix it since we received no support from you.

Like I mentioned before we already tried everything you suggested and it did not work.

The text found and resolved the issue.

Amanda MacMaster
Marketing Director

Arts Garage
http://www.artsgarage.org
[email protected]
954.839.9776

Facebook: /DelrayArtsGarage
Instagram: @arts_garage_delray
Twitter: @artsgaragefl

[Barry]

Amanda,

I have to say I think it’s a little unfair to suggest you received no support, however I’m glad you resolved things.

If your tech made any discoveries such as bugs in The Events Calendar we should know about, please feel free to share a summary and we’ll be happy to fix things up (of course, if they were all local conflicts there is no particular need to do so).

Thanks again and if we can help with anything else, do let us know.

[Support Droid]

Hey there! This thread has been pretty quiet for the last three weeks, so we’re going to go ahead and close it to avoid confusion with other topics. If you’re still looking for help with this, please do open a new thread, reference this one and we’d be more than happy to continue the conversation over there.

Thanks so much!
The Events Calendar Support Team

[Author]

Posts