Tickets disappearing

[Robin Johnson]

Hi, recently on upcoming events one of two tickets for an event will disappearing inexplicably. This is currently evident on this event page: https://springfarmsanctuary.org/event/farm-tour-june-16-2018-1pm/. There is supposed to be an Adult Ticket and a Child Ticket; however, the Adult Ticket has disappeared from the live event page despite still being there when editing the event.

[Jaime Marchwinski]

Hi Robin,

Thanks so much for reaching out!

Are you still experiencing this issue?  I see two tickets displayed at the page you linked to:

Let me know if you need any further assistance with this issue!

 

Thanks,

Jaime

 

[Robin Johnson]

Hi Jamie,

Yes, technically the issue is still happening, although to avoid downtime for a ticket that is selling for an event this weekend I deleted the ticket that disappeared and re-created it. However, the fact that the tickets are disappearing in the first place is the issue at hand.

Thanks for your help!

[Jaime Marchwinski]

Hi Robin,

It is difficult to troubleshoot the issue if the ticket has been deleted, and the new ticket seems to be working as expected.

If the issue occurs again, can you reach back out to us so that we can troubleshoot then?

Let me know if you’re cool with that!

 

Thanks,

Jaime

[Robin Johnson]

Jaime,

I can understand that. Unfortunately we couldn’t allow the ticket to be down that long since the event is in 2 days. If it’s ok, we can leave this support ticket open and I’ll report when another ticket goes down right away.

[Jaime Marchwinski]

Hi Robin,

No problem, I totally understand.  We can do that, just a heads up that this thread will self-close in three weeks with no activity, so if that happens, just open a new thread and reference this one.

Let me know if anything else comes up in the meantime!

 

Thanks,

Jaime

[Robin Johnson]

Hello, the issue is recurring again on this page: https://springfarmsanctuary.org/event/farm-tour-july-7-2018-1pm/

There are supposed to be two tickets but only one is showing up. Need resolved asap as event is for this Saturday.

Thank you.

[Jaime Marchwinski]

Hi Robin,

Thanks for reaching back out again on this issue!

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)

Before doing so, please update all of your Events Calendar related plugins and WooCommerce to their most recent versions.

Also, can you please enable WP_DEBUG and WP_DEBUG_LOG and share any debug messages you see?

Let me know how that goes!

 

Thanks,

Jaime

[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

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