[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

[Victor]

Hi Johan!

I’m sorry you are experiencing that issue. Let me help you with the troubleshooting.

I should be possible to have multiple tickets for the same post/page. I tried to reproduce the issue on my own local installation but it works as expected.

Could you please go to the edit page screen and verify if the tickets created have the start sale and end sale dates set so that they show up in the frontend?

If the end/start sale dates are ok and the tickets do not appear, then please create a new page from scratch and add some tickets to it and see if you can reproduce the same behaviour.

Please let me know about it.

Thanks,
Victor

[Victor]

Hi Kelsey!

Thanks for following up to let me know about that.

As you marked this Resolved I’ll go ahead and close it, but do keep an eye on it and if anything comes up don’t hesitate to open a new topic.

Best,
Victor

[Victor]

Hi Michelle!

My apologies for the delay in getting back to you.

After further investigation, we could not reproduce this issue on our end.

There is no part of our code where we set the ping_status to closed. The fact that you have reported this happening on a specific date and not anymore after that makes us think this might have been caused by a third-party plugin.

Do you know if any of the plugins you have installed deals with “ping_status” or, as commonly known, discussion settings? This could have triggered the scheduled imports records changing their ping_status in the database somehow.

Please let us know about it so we can dig a little deeper into this issue and see if we can come up with a workaround for it.

Thanks,
Victor

[Victor]

Hi Nicolas!

Thanks for coming back with all the information.

I could experience the behaviour in your site, but could not reproduce this in my own local installation.

Having a closer inspection to your site I can see that you are using the Autoptimize plugin and you are minifying the plugins scripts, which might be causing this issue.

You should not need to minify our plugins styles and scripts as they are already minified. Let me point you to the following article that explains the problem with minification > https://theeventscalendar.com/knowledgebase/problems-with-minification/

Please try disabling the minification and see if that solves the issue. Let me know about it.

Thanks,
Victor

[Victor]

Hi Thorsten!

Sounds good! Thanks for following up with this.

I’ll close this thread but feel free to open a new topic if any other question comes up.

Cheers,
Victor

[Victor]

Hi Darryl!

Thanks for following up with this.

It’s good to know that enabling the stock management worked out for you.

As for the capacity being wrong in the list view, the only scenario where this could be happening is that you have set a shared capacity for that event and your ticket has an individual capacity.

Could you please verify this by going to the edit event screen and clicking on the Settings button? If you have a shared set higher than zero and the ticket has individual capacity, then this two will be accounted for the total event capacity in the list view.

I can see this could be a bit confusing when setting up tickets, so I will reach out to the team to get a second opinion and see if it’s intended behaviour and if we can do anything to prevent this.

Please let me know if that works out for you.

Thanks,
Victor

[Victor]

Hey Sara!

Thanks for following up to let me know!

It’s great you could identify the source of the problem, even though it’s not what you expected in the first place.

As you marked this resolved I’ll go ahead and close it, but don’t hesitate to open a new topic if anything comes up and we’ll be happy to help.

Best,
Victor

[Victor]

Hi Fred!

Thanks for getting in touch with us! Let me help you with this topic.

The fact that the license is not present for the plugin does not affect any of the plugin’s functionality. The Additional Functionality section in the edit event screen is only a reminder of the available add-ons for our plugins.

Are you not seeing the Tickets metabox in the edit-event screen as shown in this article > https://theeventscalendar.com/knowledgebase/making-tickets/ ? Please let me know about it.

When coming back, please share with us your 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.

Thanks,
Victor

[Victor]

Hi Andrew!

I’m sorry you are experiencing that issue. Let me help you with the troubleshooting.

I can see the duplicated events in your calendar, but I’m not really sure what could be causing it.

Could you please share with us (in a private reply if you’d like) the Google Calendar URL you are using to import the events from?

I will run some tests on my end to see if I can reproduce the duplicates and see if I can find the source of the problem.

Additionally, please enable WP_DEBUG and WP_DEBUG_LOG ? This will create a debug.log file inside the /wp-content directory.

After that, wait so that the import runs a few times, so that in case there is an error, it will be saved into the debug.log file. Please share that log file with us so we can see if any problem from there.

Thanks,
Victor

[Victor]

Hi Kelsey!

I’m sorry you are experiencing that issue. Let me help you troubleshoot that.

Could you please share a link to the event you are having the issue with and point me to where the duplicate events are?

Additionally, please share a screenshot of the edit event screen, so I can see the recurring settings. I will run some tests in my own installation to see if I can reproduce.

Thanks,
Victor

[Victor]

Hi Kelsey!

Thanks for getting in touch with us! Let me help you with each of those questions.

1) That is the default behaviour from the plugin. When there are multiple instances for an event on a single day, they will show up in the event details section. Do you want to only show the current event instance time? Let me know and I will see if I can come up with a snippet to do that.

2) When editing an event, the month cache should be cleared. If you are not seeing the change, then please let me know what steps did you make to edit the event so I can try to reproduce this on my end and see if there is a bug somewhere that we should address.

3) If you refer to the time it takes to create the recurrent event instances after saving, then this really depends on the resources of your hosting server and the amount of instances it has to create. If you are creating many events, then let me point you to the following article that will get you started on Performance Considerations you should be aware of.

I hope that helps. Let me know how that goes and if you have any follow up questions.

Best,
Victor

 

[Victor]

Hi Nicolas!

Thanks for getting in touch with us. Let me help you with that issue.

I tried to reproduce this in my own local installation but failed to do so.

After the update the quantity is still the right one in the woocommerce product but is now set to unlimited on the event post.

Could you please confirm the Stock Management is enabled in WooCommerce by going to WooCommerce > Settings > Products > Inventory and make sure the Enable stock management option is checked?

Could you please also share a link to the event where you are experiencing this issue and a screenshot of the ticket editor so I can try to replicate the ticket settings in my end and see if I can reproduce the behaviour?

Thanks,
Victor

[Victor]

Hey Darryl!

Thanks for taking your time to report this and for sharing the screencast to demonstrate the issue.

Unfortunately, we are aware of this issue that results in Unlimited Availability showing up regardless of the ticket capacity.

I will set this thread’s status to “Pending fix” and link it to the bug report. It will be addressed in one of our next maintenance releases of our plugins. We will notify you as soon as a bug fix is released.

The issue is being caused by two possible reasons:

• The Stock Management is not enabled in WooCommerce (WooCommerce > Settings > Products > Inventory > Enable stock management). Or:
• After making an Independent Capacity ticket, you manually uncheck the Manage Stock? option for the ticket product in WooCommerce. (see image below)

In the meantime, the workaround for this would be to enable the stock management in WooCommerce.

I apologise for the inconvenience and we appreciate your patience in the meantime.

Best,
Victor

[Victor]

Hi Darryl!

Thanks for getting in touch with us. Let me help you with this topic.

By default, event tickets will only generate the ticket email that gets sent to the customer once the ticket order changes to one of the specified order statuses specified in the WooCommerce-Specific ticket settings > https://theeventscalendar.com/knowledgebase/woocommerce-specific-ticket-settings/

The ticket order emails are sent by WooCommerce just like it would for any other product sells. Let me point you to the following article about those emails > https://docs.woocommerce.com/document/email-faq/

I hope that helps. Let me know if you have any follow up questions.

Best,
Victor

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