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Hey Brendan. Just wanted to follow-up on this to provide some context regarding your concern, since I know it can be disappointing to be told to contact Eventbrite for a problem that’s perceived to be in our own plugin might appear as passing the buck.
That said, it’s worth noting that with this particular plugin, we are pretty constrained with what we can do/what we have control over, since almost all of it is driven by the Eventbrite API. While we do what we can to tap into that, there’s no question that they’ve limited the API a bit in such a way that it doesn’t provide access to all the same features that are available when creating events at Eventbrite.com.
On an issue like this: while we’d love to be able to simply make a change in our codebase to account for this, it’s not something we are legitimately able to do — it’d require a change on EB’s side. But if you reach out to them and they express a willingness, we will totally update our codebase to reflect whatever changes they then make to their API.
Thanks again for your support and patience; hopefully this sheds some light on things. Let me know if not or if I can elaborate further.
Hey jfeisabel. Rob from Modern Tribe here. I’m honestly a bit unsure as to how much more help we can provide here – both Julie and I have tested this separately on our own test sites and the event imports without issue.
Can you confirm that you have a valid Facebook App ID/Secret in place, and that you have permission to write to the “media library” so the events can import properly?
Hey jfeisabel. Rob from Modern Tribe here. I’m honestly a bit unsure as to how much more help we can provide here – both Julie and I have tested this separately on our own test sites and the event imports without issue.
Can you confirm that you have a valid Facebook App ID/Secret in place, and that you have permission to write to the “media library” so the events can import properly?
Hey Paul: we’ve been clear from the offset on the WooCommerce Tickets product page (https://theeventscalendar.com/shop/wordpress-wootickets/) that it does not support recurring events. We ask all users to read the product page in full before purchasing the plugin to ensure it’s a good fit for them, and so they understand what it can/cannot do. It appears we failed to communicate that properly to you, though, for which I apologize.
Sounds like you’ve got what you need to get this sorted but, if you recall my email exchange with you previously, I would like to reiterate the need for respectful/calm exchanges here on the forum (which are absolutely essential for this relationship to succeed). Thanks!
Thanks for confirming, folks. The fact that this is working for the vast majority of users, honestly, does lead me to believe that those still having problems (Kevin) are dealing with issues that are specific to their install.
To address your concern, Kevin, re:
“I do hope that an edit to wp-config.php is not the permanent solution here.”
This will certainly be the basis of the permanent solution – we’re ultimately looking at making the constant Barry reported in his 11/14 note either ON or OFF by default (probably the opposite of what we’ve got now). But in that case users who are unhappy with the new default behavior will indeed likely still need to use the wp-config change to adjust it as needed.
We’ll look into this based on your report and the system info you provided. But if there’s anyone else who found our fix doesn’t do the trick, please let us know. At this point best I can tell it’s just you Kevin (and while we’re committed to getting you sorted, please understand that it is a bit more challenging to do when it’s an isolated issue). Thanks for your patience so far!
Thanks for confirming, Jason! Anyone else in here able to verify whether this made for a smoother experience on their end?
Hey Athen! Sorry to hear the plugin was unable to meet your needs. While we generally don’t give refunds on issues like this (as we hope users will review documentation and the free The Events Calendar to make sure the plugin is right for them before purchasing), we understand that this could be a dealbreaker for you and as a result we’re happy to offer up a refund.
Please email pro (@) tri.be referencing this thread, and we’ll get the refund processed from there. Thanks!
Oh, and if you also had the ability to determine how many of these events are recurrence patterns – that’d be superb as well 🙂 Thanks!
Hey again Christopher. Thanks for the follow-up here. We’ve been discussing this further with the team and one possible solution here would be disabling object caching. Is it possible you have that enabled?
Let me know if so. If not, mind sharing that System Info I mentioned in my last comment? And lastly, can you please confirm how many events you have in the system (published, draft, pending all added together)? That’d be super helpful and would hopefully allow us to resolve this for you.
Thanks again for your patience so far.
Mastafu, I’m closing this thread – as your approach of posting multiple threads one after another seems to be a trend, I should note that it takes us longer to get issues sorted/replied to when there are duplicate issues being reported. On top of that, and perhaps even more concerning, the tone here is unprofessional. I’ve had three separate members of the support team raise concerns about the tone of your comments – which is a red flag for me.
Please remember: there is no reason to be disrespectful here. This isn’t a life-or-death situation, and there are no global implications because a bug was introduced into a plugin’s codebase. It’s important to keep some perspective and to remember that this is just WordPress. We aren’t building bombs or piloting drones…we’re building websites. While bugs are a problem and a sign that we need to get better as a team, they’re also unfortunately part of the software development process. And they are absolutely no excuse for being unprofessional.
I’ll be sending you an email momentarily…but honestly I think this relationship probably isn’t going to work out given the tone of some of the posts I’ve seen here.
Hey Mark. No disrespect intended to you; just wanted to follow-up in my last post to ensure the team is being treated right.
I appreciate your feedback on release dates though. As I mentioned in another thread where you made a similar comment, we won’t be releasing on weeks before a holiday weekend going forward to avoid this type of disappointment.
sdep: you make an excellent point. We’re hitting threads as actively as we can, but it’s clear we’re failing to deliver to user expectations. Accessing 3.1 in the interim should actually already be doable by clicking the Download link under Account Central in the upper right-hand corner here. Does that get you what you need?
Hey yvrmark. Thanks for the note here. As I mentioned in the other thread, we generally try to release no later than Wednesday to ensure we have Thursday/Friday to reply to support concerns that come up. But you make a great point here and – since this does appear to be something that’s upsetting to the community – we’ve decided that as a policy going forward we won’t release updates (even fairly minor ones like this batch) before a holiday weekend. Thanks for your feedback in making this happen and my apologies for the poor experience you’ve faced so far.
As is always the case, if folks aren’t satisfied with the customer support they’re receiving or the quality of the code, a refund offer is and will remain on the table for all voices in this thread. I don’t want to hold you guys up from getting your sites out the door and would rather get you what you need to find a better solution.
I’m going to close this thread, as both issues have been responded to and it’s not really a support issue to begin with. But if either of you guys have further thoughts or would like to continue the discussion please don’t hesitate to email me directly – rob (@) tri.be.
Hi everyone. As Kelly noted: this is absolutely a significant issue for us, and we’re looking to provide a workaround or release a hotfix as needed – our lead developer is looking into the matter and we’ll have a reply when we’ve got something substantive to report. We appreciate everyone’s patience so far.
Hey folks: as we try to be clear about upfront on the main support page, the most we can guarantee is a 24-hour response time during the business week. Since this thread was posted on a Friday and the business week didn’t resume until today, it wasn’t likely we’d see/reply to this any earlier. Apologies that we failed to communicate that effectively.
As for the release process: we try to provide snippets for a workaround solution when we can. But some situations are simply too big to be handled by a snippet. In situations that absolutely warrant it we will release a hotfix, but for the most part we try to bundle our releases into the monthly builds (so the maximum amount of development resources can go towards each). We definitely agree about the pitfalls of releasing before the weekend, which is why we pushed these Wednesday afternoon – so there’d be plenty of time to address threads in the couple days post-launch.
Kelly noted above that she’s going to look into this issue for you and try to get a resolution of some kind. But the comments here are definitely verging on disrespectful, and I want to make sure that we’re all on the same page — and that the tone remains respectful — going forward. If you guys can’t agree to that or if our timetable isn’t ambitious enough, I’m afraid I’ll have to insist we refund your money so you can find a better solution. I really hope it doesn’t come to that though.
Sorry we let you both down. We’ll do our best to get this sorted as quickly as possible.
Hi there Christopher. Thanks for the follow-up, and for your kind words about the tutorials. Glad to hear you found them valuable.
I’m admittedly at a loss as to what’s going on here, admittedly, and I spoke to the devs about it – they expressed similar sentiments. Yours is the only report we’ve seen of the plugin having anywhere near this much of a magnitude on the site’s performance; and the fact that it’s not limited to a certain view or browser but appears on all pages (I’m assuming backend and frontend, but let me know if I’m wrong there).
Would you be so kind as to provide your System Info, as generated under the Settings -> Help tab that appears when PRO is active? If you can drop in what you’ve got there, that may help shed some light on this. It’d also be great if you could confirm once more the specifics of your new hosting setup and that it is intended to be able to handle the load…since as it stands it does seem that, if the problem does still persist with no other plugins/theme active, the issue might be hosting related.
Let’s see what we can dig up with the system info though. Thanks for your patience so far!
