QR code not shown in ticket email

[bartkraan]

When a customer has ordered a ticket and get an email with the ticket, the qr-code is not included in the email.

I have installed Events Tickets Plus version 4.6.2 yesterday.

Events Tickets version 4.6.3 is also installed.

Do I miss something? Is there some kind of dependency causing the qr-code not showing up?

[aarondemolder]

I also have this issue, urgently need a fix!

[Jaime Marchwinski]

Hi Bart,

Welcome and thanks for reaching out!

When the QR codes are generated they are saved under wp-content/uploads folder (maybe wp-content/uploads/2017/11 if you use the month directory structure). You can log in to your server and check if they are there.  Let me know what you see there.

Also, let’s try to rule out if there is some type of conflict at play.
This is usually because of:

1.    A conflict with another plugin

2.    A conflict with your WordPress theme

3.    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:

1.    Make a backup of your database

2.    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

[bartkraan]

Hi Jaime,

There are no QR-code files in the /wp-content/uploads/… folder.
I am using a multisite installation, and have a monthly folder structure, so I would expect the files to reside in
/wp-content/uploads/sites///
But unfortunately there is no file in there that looks like a QR-code.

When I use the standard 2017 WordPress Theme, the result is the same: No QR-code showing up.

What could be the cause of this?

Kind regards,
Bart

[Jaime Marchwinski]

Hi Bart,

Would you mind providing a screenshot of what the ticket email looks like that you are seeing?  Just to clarify, you should see the QR code in the ticket email, but not in the order email from WooCommerce.

Also, sometimes images are not displayed in an email (which would include the QR code) and sometimes the emails end up in spam.

Which email client are you having trouble displaying the QR codes on?

Let me know!

 

Thanks,

Jaime

[bartkraan]

Hi Jaime,

I’ve attached a screenshot.

As you can see, the event picture is shown, but the QR-code is not.

I have tested this with several e-mail clients. All with the same result: on none of the clients, the QR-code is visible.

I suspect that the problem is in the plugin self and/or in the combination of the used other plugins such as Events Tickets and Woocommerce.

Kind Regards,
Bart

[Jaime Marchwinski]

Hi Bart,

Thanks for providing me with that information!

Are you using WP Mail SMTP as your mail server?  If so, can you try updating to the most recent version and testing if the issue still occurs?

Let me know how that goes!

 

Thanks,

Jaime

[bartkraan]

Hi Jaime,

Indeed I am using WP Mail SMTP. Just updated to the latest version 1.2.4. but unfortunately no improvement.
Still no QR-code showing up.

I’ve also restarted the server, but that makes no difference.

Kind Regards,
Bart

[bartkraan]

Hi Jaime,

I just found the cause of the issue. It appears that the QR-code function is using some functionality of the php-gd package, which wasn’t installed on my server.
Installed php-gd, and now the QR-code is in the ticket email.

I did a php code review and saw the dependency and that did ring a bell.
I wondered why there was no error message on the missing library, but the soucecode says:
‘The phpqrcode library requires GD but doesn’t actually check if it is available’

Thanks for helping me with this issue.

Kind Regards,

Bart

[aarondemolder]

Installing php-gd also solved my issue

Thanks so much Bart, lifesaver!

[Jaime Marchwinski]

Glad you were able to get things fixed, you are welcome back in our support forums any time!

For now, I am going to close this thread.

Have a great week!

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