Tickets not syncing or publishing to corresponding event after update

[Christopher Allen]

Hi there,

We noticed a problem where our tickets were disappearing whenever we update the event page that the ticket is for. Here is a step-by-step example of what is happening, we would be so grateful if you would tell us what is happening and how to fix it:

– we noticed on the front end that the ticket has disappeared when it was there a day ago (before update)
– we went into the backend and found that the ticket was gone (therefore, wondering where it went?- this is problem #1)
– we created a new ticket and assumed that the stock level would go back to 24 (we’re selling 24 tickets and 23 were sold before the ticket disappeared)
– HOWEVER, the new ticket that was just created is in sync with the ticket that disappeared ( instead of going back to 24 in stock, it says that there is just 1- this means that there is some sort of connection between the two tickets)
– in addition, the attendee list from the ticket that disappeared still appears after we created a new ticket
– we update the ticket (works)
– then, we update the event page HOWEVER when we do this, the page doesn’t load and gives us a 504 Gateway Timeout error (problem #2)
– this new ticket is now lost- the ticket disappears every time the event page is updated- Why is this happening?

In the meantime, we have reverted our site to before we installed the plugins because we are currently selling tickets. Although it is functioning fine since we’ve reverted it, we would like the keep the plug in up to date as much as possible. However, this new update seems to have created some sort of barrier between the communication of the event and the ticket. Resulting in a 504 gateway error. How can we fix this?

–

[Victor]

Hi Christopher!

Thanks for getting in touch with us.

I’m sorry that you have experienced those issue after updating the plugins. Let me help you with the troubleshooting.

The ticket disappearing from the backend of an event is definitely strange. Did this happen with all your tickets or just one in particular?

Just to confirm, when you went to the edit event screen and added a new ticket for it, the previous ticket was not there? Was the missing ticket using global stock or independent stock?

It’s good to know that you could solve the issues by reverting back to a previous version of the plugins. We always suggest to setup a dev/staging site so you can test things out and make all plugins, theme and WordPress core updates without disrupting the live site. We also encourage to make a full backup of your site, both database and files so in case something goes wrong you can always restore your site.

What I’d recommend doing is setting up a staging/dev site. I see you are using WPEngine, which I know they provide a simple way to achieve this. Here’s an article I found about WPEngine staging sites > https://wpengine.com/support/staging/

I would then update to the latest versions of our plugins in your staging site, and when you encounter the issue, please share a link to the event where the ticket is missing. Also, please share with us screenshot of the edit event screen for that event, specifically showing the ticket editor and ticket Settings for it. We’ll have a closer inspection and see if we can spot the problem.

Also, please share with us your latest system information by following this guide > https://theeventscalendar.com/knowledgebase/sharing-sys-info/ ? We’ll see if there is anything strange that would indicate an error from there.

Please let me know about it.

Thanks,
Victor

[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]

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