[George]

Absolutely, Rebecca—stay tuned!

[George]

This reply is private.

[George]

Apologies for not updating this thread! So sorry Jessie, we’ve actually learned a lot and your posts were a major help in revealing some issues here.

I would like to say I just got caught up in the administrative tasks of calling in developers on this issue, etc., and forgot to update the thread—excuses aside, generally speaking here’s what we have learned:

• Your issues are valid and we can recreate them.
• Other customers are reporting similar issues.
• These issues are new; i.e., they’ve only popped up in the last week or so.
• So, since they are new, the problems could be (and seem likely to be) related to some Eventbrite API changes (which have caused sudden breakages/issues in the past).
• If the problems are some sudden Eventbrite API changes, then the documentation for those API changes is likely to not be complete or detailed at this point…

…So, we’ve confirmed a bug or bugs here and are coordinating developer resources to fix this as soon as possible. I am hoping for a new release of our Eventbrite Tickets add-on to address these problems in no more than 2–3 weeks. Sooner would be ideal, of course.

I’m sorry to have to bear the bad news here; please let me know what you think and what other questions / concerns I can try to help with in the meantime!

— George

[George]

Sure thing—apologies that there isn’t an immediate fix, but will work on this!

Stay tuned to plugin updates over the coming weeks and months. 🙂

Cheers,
George

[George]

Hey Rich,

So sorry to hear about this. Some Eventbrite issues have arisen this week and we are trying to investigate them all to figure out what is going on and then publish a fix as soon as possible.

To help us do that, can you post your site’s “System Information” here? I cannot recreate your exact issues, so getting a look at your site’s system info should be a big help in spotting any differences or important data points.

Thanks!
George

[George]

Hey Rebecca,

Thank you for reaching out!

We have been receiving reports of this sort of behavior this week and are investigating the issue—it seems to be an issue with the Eventbrite API and our plugin’s syncing with it.

I am sorry that we are not certain of the cause at this point, but we are actively investigating this and I will post more updates as soon as we have more information on this!

Thank you,
George

[George]

Hey @David,

Thanks for reaching out.

We’ve been getting this reports this week of some syncing issues with the Eventbrite API and this could be related.

To help us with this investigation, can you post your site’s complete System Information to this thread? Here is how to do that → https://theeventscalendar.com/knowledgebase/sharing-sys-info/

We’ll take a peek under the hood with that information and continue from there.

Thank you!
George

[George]

Hey Marylu,

1. In your first thread, Hunter did reply to you but you never responded:

2. In your second thread, I responded to reach reply within 24 hours or less which is the timeline our premium support services operate on. You can read more about this timeline here → https://theeventscalendar.com/knowledgebase/what-support-is-provided-for-license-holders/

3. There is a place on our site to get a refund! → https://theeventscalendar.com/knowledgebase/refund-policy/

4. I responded to your other thread here: https://theeventscalendar.com/support/forums/topic/looks-like-im-not-the-only-one-with-problems/

To keep things organized, I will close this thread so that we can keep the conversation in one place. Please post any followups to your main thread that I linked above, which is here again for reference → https://theeventscalendar.com/support/forums/topic/looks-like-im-not-the-only-one-with-problems/

Thanks,
George

[George]

Hey Lea,

There is a yearly fee that is optional if you want to keep receiving plugin updates and continue having access to premium support.

For the Personal License, this is $89 for the first purchase, and then $62 to renew every year after that.

Let me know if this helps and if there are any other questions I can try to help with! 😀
George

[George]

Hey Marylu,

Thank you for your followups. I totally get the frustration when an issue like this is ruining your site!

For some context here, though:

1. There are no other reports of this behavior at this time, and we cannot recreate the problem at all. So, in other words, this issue is odd and is unique to your site. These issues are complicated puzzles and unfortunately take some to understand and work through.

2. Our support times are one reply every 24 hours. You can read more about this here: https://theeventscalendar.com/knowledgebase/what-support-is-provided-for-license-holders/

I definitely try to provide more urgent replies when possible, but it was not yesterday. I do apologize for the frustrations and totally get the annoyance, but just wanted to clarify how support works here.

With all of that being said, I can definitely process refunds for your purchases here and close your account.

Are you certain you would like to do that? Or would you like to continue investigating the odd and unique issues on your site? At this point, doing so will require only more technical / code-based testing, so if you are not keen on doing this I totally understand and can refund your orders.

Apologies for the frustrations here, Marylu. Please let me know what you think and what course of action you would like to proceed with.

Sincerely,
George

[George]

I’m sorry to hear that you find the same results even in a default theme—this could indicate a JavaScript error.

1. Can you first update the plugins on your site so that The Events Calendar is at version 4.2.4 on your site and that Events Calendar Pro is at version 4.2.3 on your site?

2. Once you do those updates, if issues persist then to help me try and identify the specific problem to recommend a specific fix, can you leave your site with the default theme activated temporarily? If you let me know once you’ve done this, I will work quickly and examine your site with my debugging tools to minimize the amount of time your site is in this state…I know that this is a pretty inconvenient thing to do, but since I cannot reproduce your issues I unfortunately need to take a closer look like this.

Thank you for your patience and persistence here!

Sincerely,
George

[George]

Sure thing! Be sure to make backups of all custom code so you minimize the risk of losing it and to give you some leeway in tinkering (because you have the original files to always revert back to).

Best of luck with your project!
George

[George]

Sure thing, Matt! Cheers and best of luck with your project.

— George

[George]

Hi Karen,

Yes, doing this has finally helped me recreate the problem. While you mention having a workaround in your other thread, I will still create a bug ticket for this so that our developers can take a look and hopefully publish a fix at some point in the coming weeks or months.

Thank you!
George

[George]

Hey Karen,

Thank you for sharing your workaround! I am sorry that I couldn’t come up with a solution here, but even with that plugin installed on my site and about twenty minutes of trying to recreate the issue a number of ways, I could not reproduce the problem. 🙁

We’ll definitely keep this on our radar and ensure our script-escaping is up to snuff.

In the meantime, best of luck with your site! 😀 Open a new thread here any time if other issues or questions ever arise.

Sincerely,
George

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