URGENT! Attendee info not saving

[keystoliteracy]

This problem has been happening on and off since mid-November. We have a ticket fieldset with a number of required fields – so customers fill out the information but it never saves in the system. Sometimes it does, sometimes it doesn’t.

We thought the plugin updates in December resolved the issue, but they did not, it’s happening again.

This is a HUGE PROBLEM for us as this is our main source of revenue and we need this information to process our sales.

How can we get this resolved immediately?

[keystoliteracy]

To clarify – when we updated your plugin in December, the information began saving again. Then it stopped. But you had another plugin update so we applied that, and it started saving the information again. But now we’ve had multiple orders today and none of them have the fields.

[Geoff]

Hi Abby,

So sorry for the trouble here!

I do see a known issue in our system where the custom registration fields do not display if someone does not have Javascript enabled in their browser. This would certainly explain why the information is not being saved and how someone would be able to reserve a ticket without having completed required fields.

I’ve gone ahead and made a note of this thread in the ticket so we can follow up with you when a fix has been released but, in the meantime, will you please confirm (perhaps with the person who purchased the ticket) that this is exactly what happened? The reason I want to confirm is because I’d hate to assume that the work done in that ticket will fix your issue and have your issue be related to something else entirely.

Thanks so much!
Geoff

[keystoliteracy]

JavaScript is enabled when the problem happens, so it’s not that. What else can be causing this?

I went back through the records – this first happened on Nov 7, we were on 4.3.1.1 at the time. Upgrading to 4.3.4 seemed to fix it for a couple days, but then it broke again. We upgraded to 4.3.4.1 around 12/22 and that again seemed to fix it. But then yesterday we had 4 orders come in – it kept the information for the 1st, but not the other 3. And then today it’s not saving information for any orders that have come in. It almost seems like it works until it doesn’t and then once it stops working it stops saving information for any future records. Could something be getting corrupted?

• This reply was modified 9 years, 3 months ago by keystoliteracy.

[Geoff]

Hi Abby, thanks for following up!

Upgrading to 4.3.4 seemed to fix it for a couple days, but then it broke again.

That seems to be a patten: updating fixes it, but then you notice it doesn’t work.

That’s especially odd because it seems to suggest that the plugin fixes something, but then something else interferes that throws it off specifically on your site.

Are there any other site or server updates that you can pinpoint happening at or around the same time you notice that the problem re-occurs that might help explain things? Again, the reason I want to figure this out is to make sure we both have a solid understanding of what the source of the issue is so that (1) I can replicate and confirm it on my end and (2) I can properly ticket this in our system so that our developers can more solidly patch it up, if there’s something in the plugin that is causing it.

The idea of something getting corrupted is interesting. What happens if you re-install the plugins with fresh versions downloaded from this site? Does the issue temporarily resolve but then start back up? That would be a useful thing to check and know.

Thanks so much!
Geoff

[keystoliteracy]

I understand and it’s been driving me crazy as well because the times it breaks seem to have nothing to do with when I upgrade Event Tickets, or even when I update any plugins on the site.

I’m looking again – the dates I gave were from memory and not quite right now that I look at the order history. Here are the actual dates we started seeing the problems each time:

Nov 17
I fixed with the upgrade to 4.3.4 on Dec 8th.

Dec 21
I fixed with the upgrade to 4.3.5 on Dec 22

Jan 9

Here’s a pattern that I see:

Nov 16: you released a new version 4.3.3 – the next day the info stopped saving
(Note there were no orders on Nov 16 so we don’t know if it was working that day)

I fixed on Dec 8 – the day you released 4.3.4

Dec 20 – you released a new version 4.3.5. The next day the info stopped saving
(note there were no orders on Dec 20 so we don’t know if it was working that day)

Yesterday, Jan 9 you released version 4.4. That day it stopped working again

I can’t understand how the one would effect the other, but it’s a really weird coincidence, wouldn’t you say?

• This reply was modified 9 years, 3 months ago by keystoliteracy.

[Geoff]

Thanks for the detailed info, Abby! We’ll get to the bottom of this — I’m determined!

I fixed on Dec 8 – the day you released 4.3.4

Dec 20 – you released a new version 4.3.5. The next day the info stopped saving

If I’m understanding correctly here, Version 4.3.4 fixed the issue. Then, you updated to 4.3.5 and it stopped working. Is that correct?

If so, what happens if you revert back to Version 4.3.4? Do things start working again?

If the orders do work when you revert, then that’s a starting point! That will tell us that there is something we can look for between 4.3.4 and 4.3.5 and even in our latest release that may have re-introduced the issue. Of course, it doesn’t yet allow us to replicate the issue ourselves and properly diagnose it, but it would be enough for our team to at least dig into it what changes we had made and make recommendations from there.

Let’s give that a try and see what we get. You can snag the earlier versions by logging into your account on this site and heading to My Account > Downloads.

Thanks so much for working with me on this!

Geoff

[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

[George]

Hey there,

We published a Maintenance Release today that includes a number of fixes and should improve the handling of attendee meta fields when JavaScript is not enabled.

Check out our release notes for it here to learn more → https://theeventscalendar.com/maintenance-release-for-the-week-of-29th-may-2017/

Cheers,
George

[Author]

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