Same issue

[Fleur]

Hey there,

I’m having the EXACT same issue as this thread, an his video looks exactly like mine, and his problem is like mine, and I too have updated everything! SO, I’m curious what the last three replies are as they are all ‘hidden’ and I don’t see a resolution anywhere else. Please help!!! I need to edit tickets on my site, right away!

MediumFleur.com

Derek

[Geoff B.]

Good evening Fleur and welcome to the Events Calendar forum!

Thank you for reaching out to us.

We are sorry to hear about the fact that you are dealing with an issue.
I would love to help you with this topic.

However, there is no link to the thread that is identical to yours. As such, I am limited in providing you with assistance.

Would you mind sharing that with me ?

As a first troubleshooting step, could you please provide us with your complete system information in a private reply using the instructions found in the following link?

https://theeventscalendar.com/knowledgebase/sharing-sys-info/

Best regards,

Geoff B.

 

[Fleur]

This reply is private.

[Geoff B.]

Good evening Fleur,

Thank you for your answer. That must be an awful issue to have. I’m sorry to hear about that.

By the looks of it I believe the cause of the issue is either:

1. A template customization that no longer works after the update (usually an event calendar snippet of code found in the functions.php file of your WordPress theme OR in the /tribe-events/ folder of that same theme.
2. A plugin conflict or theme conflict

There are a couple of ways to pinpoint what is causing this and hopefully find the quickest resolution possible:

1. Go through our testing for conflicts procedure (preferably in a staging/dev environment or local install of your WordPress website) 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.
2. Quickly switch back to a default WordPress theme such as twenty-fifteen and see if the issue persist

Let me know how that goes.

Best regards,
Geoff B.

[Fleur]

Geoff,

I cannot do such a testing procedure as I don’t have a staging/dev environment – I’m a one man show doing this site and am not a developer. Also, considering I’m paying for support it seems you’re asking me to do the gruntwork here to figure out what the problem is when the update is what caused the issue, and that doesn’t sit right.

I do see that there are snippets in the functions.php file that move the ticket purchase box to a different spot on the page, and I’ll attach it below. Maybe it’s outdated and there’s a different or better way to be doing this now?

Derek

/*
* Moves the front-end ticket purchase form, accepts WP action/hook and optional hook priority
*
* @param $ticket_location_action WP Action/hook to display the ticket form at
* @param $ticket_location_priority Priority for the WP Action
*/
function tribe_etp_move_tickets_purchase_form ( $ticket_location_action, $ticket_location_priority = 10 ) {
$etp_classes = array(
‘Tribe__Tickets_Plus__Commerce__EDD__Main’,
// ‘Tribe__Tickets_Plus__Commerce__Shopp__Main’, // As of ETP v4.0 Shopp will generate errors when referenced, if not active. Uncomment this line if you have Shopp Active
‘Tribe__Tickets_Plus__Commerce__WPEC__Main’,
‘Tribe__Tickets_Plus__Commerce__WooCommerce__Main’
);

foreach ( $etp_classes as $ticket_class ) {
if ( ! class_exists( $ticket_class ) ) break;

$form_display_function = array( $ticket_class::get_instance(), ‘front_end_tickets_form’ );

if ( has_action ( ‘tribe_events_single_event_after_the_meta’, $form_display_function ) ) {
remove_action( ‘tribe_events_single_event_after_the_meta’, $form_display_function, 5 );
add_action( $ticket_location_action, $form_display_function, $ticket_location_priority );
}
}
}

/*
* TO MOVE THE TICKET FORM UNCOMMENT ONE OF THE FOLLOWING BY REMOVING THE //
*/

/*
* Uncomment to Move Ticket Form Below Related Events
*/
//tribe_etp_move_tickets_purchase_form( ‘tribe_events_single_event_after_the_meta’, 20 );

/*
* Uncomment to Move Ticket Form Below the Event Description
*/
tribe_etp_move_tickets_purchase_form( ‘tribe_events_single_event_after_the_content’, 5 );

/*
* Uncomment to Move Ticket Form Above the Event Description
*/
//tribe_etp_move_tickets_purchase_form( ‘tribe_events_single_event_before_the_content’ );

[Geoff B.]

Hey Derek,

Thank you for your answer and for providing the information requested.
But most importantly, thank you for letting us know how that support is not meeting your expectations in this case.

We are sorry to hear that.

I totally understand where you are coming from. The problem you are dealing with is quite frustrating.
That being said, please know that my main goal is the same as yours: to get your issue resolved as fast as possible.

In my experience, the best way to achieve this is by doing some back and form teamwork troubleshooting with our awesome customers.

With that in mind, you are absolutely right. Your issues happened after an update.

Based on that fact and based on the fact that these issues are not present on a basic WordPress installation, the next logical step is to look at customization code snippets OR conflicts.

The reason for this is that sometimes, these snippets “break” when there is an update of:

1. Our plugins
2. Of a third party plugin
3. WordPress
4. Your WordPress theme

As it turns out, there is actually an update for the snippet in question: https://theeventscalendar.com/knowledgebase/moving-the-ticket-form/
I would recommend trying to to the update and see if that fixes it.

If that still does not solve the issue, my next recommendation would be to do a quick attempt of reverting back to a default WordPress theme.
Some of our customers in your situation do that with a temporary “Maintenance / Coming soon” plugin activated to make sure their visitors are not seeing these tests.

Let me know how that goes.

Best regards,
Geoff B.

 

[Fleur]

Frustration continuing, albeit with progress.

I tried the updated ‘snippet’ but that broke my site completely. If there’s anything slightly off on the function.php file I can’t access anything. So it’s kinda reckless to just have people adding or removing lines of code in this file. Fortunately I had backed up the file before making those changes and dropped the backup back in.

So, removing that entire snippet from my functions.php file allows me to go back in and edit my tickets, resolving this issue, somewhat. But, now the tickets section is back to the default location which is why I had put the snippet there in the first place – I need the tickets sections to be prominent near the top of the page for my customers. But the new updated version you linked me to does not seem to work – it breaks my site. Is there another updated version?

Hope to get this solved soon!

Derek

[Geoff B.]

Hey Derek,

Thank you for getting back to us.

Once again, I am sorry that you are not having a good experience on your end.
This is certainly unintended.

I want to reiterate that we truly appreciate your time, patience and efforts in this process.

You make a good point.
Even the slightest mistake in any core file such as functions.php

Making a backup was a great idea. In fact, I would recommend always making one, as you just did, before attempting anything.

This is actually why most people prefer making these tests on a different environment than on their live website.
It takes a few minutes to set up properly (with the help of a good Youtube video), but once it’s in place it really makes the process of testing much simpler and less stressful.

As an additional cautionary measure, you can usually tie-up your FTP software to a text editor.
This way, you can undo any changes you uploaded very quickly (Ctrl+Z), which is a great tool to have.

As such, I would like to offer to take a look directly at your theme files if you are up for it.

Would you mind sending me a copy of your WordPress theme and/or Child theme in a .zip file ?

Best regards,

Geoff B.

 

[Fleur]

Here ya go.

As a reminder, removing the code allowed me to get back in to edit ticket quantities, so hopefully we can now just get the ticket box up to the top of the page where it needs to be for us – we want people to see they can buy tickets right away on the page rather than having to figure it out by scrolling so far down. Hopefully we can do this without too much more trouble!!

Thanks for your help.

[Geoff B.]

Good evening Derek,

Thank you for the theme files.

I installed that theme on my install and changed it’s functions.php with the snippet and it worked like a charm.

Here’s a copy of my modified functions.php (I still recommend backing up prior to using it)

Modified file

Let me know how that goes.

Best regards,
Geoff B.

[Fleur]

Thank you thank you thank you for your time, patience and assistance! All systems go!

[Geoff B.]

Good evening Derek,

I’m stoked that all of this works well for you.

Thank you for hanging in there and for your good words.

You are welcome back on our support forums any time 🙂

For now, I am going to close this thread.

Have a great weekend!

Geoff B.

[Author]

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