CONVERT PLUS - error in processing

Support
#1

Hi, I’m having serious issues with this plugin. It seems that if the sign-up process borks trying to re-use an email simply gives an

“There has been a problem processing your request”

Error message. If I delete the email from the connects and the mailchimp list the problems persists. It works fine with a NEW, unused email address but those old addresses cannot be used again without the error continuing.

Clearly that information is being cached someplace and there is NO apparent, easy way to clear it. This is an issue, as many clients only have one email address they wish to use. Can someone look into this please?

URL: https://www.tappytoes.com

Scroll down to Franchise section, click button ‘DOWNLOAD PROSPECTUS’.

At the moment it appears that convert plug is extremely flaky in it’s operation. Hopefully, that isn’t the case?

Thanks, David.

#2

Hi David,

Thanks for writing in! I have tested this on your site, and it worked without any issues.

Here’s what I have seen on the console.

result: {"action":"message","email_status":true,"status":"success","message":"Thanks for signing up for our Tappy Toes franchise prospectus. Please check you email (and junk folder) for a confirmation email from us. You\\'ll need to confirm before being able to download the prospectus.","detailed_msg":"","url":"none"}

Then I have used the same email and tested again, and I’ve got this message on the console log.
result: {"action":"message","email_status":true,"status":"success","message":"Thanks, it looks like you've already subscribed to this list.","detailed_msg":"","url":"none"}

Is it possible to record a video on this issue on your end, so that we can see what’s going on.

Thanks!

#3

Hi, sure, I’ll make a video today.

#4

Thank you! :slight_smile:

#5

Link to video below, i’ve removed your email too, this may work again, but after a few attempts/ deletions it will error out in the same way. I also had an issue where the form just kept refreshing, no confirmation message at all, the modal would just disappear on submission and then reappear with the information fields completed.

If you need a login, just let me know.

#6

LINK below

#7

Hey @rise-studios,

On my end, it just stuck or the popup never closed. I used this email (pelacokiku@wemel.site), please kindly check if it went through.

I get this admin-ajax.php error though.

This could stem from third party plugin conflicts especially optimization plugins which I see you’re using.

Would you mind clearing all caches and then deactivate your caching plugin and other plugins?

Also try re-installing WordPress by going to Dashboard > Updates and click the Re-install Now button.

Please also check your server’s error log and post the errors in a secure note. If you don’t have an error log, you can enable debugging by following this article: Example wp-config.php for Debugging

Also give us WordPress Admin and FTP access after this.

Thanks.

#8

I cleared the cache and disabled Hummingbird. No change.
Reinstalled WordPress. No change.

The email you entered did not process.

A second modal on this page, configured identically, works. (scroll down to About Us, click on nursery info pack button), so I don’t think this is a conflict with an active plugin.

Login details incoming.

#9

Hi @rise-studios,

Have you registered that email before? It works well on my end with the new email. But using the email you used in the video fails, and this is what I got.

param[email] is required

Even if I correctly use the same email it still says email is required, could you try it with different emails on your end? Other emails work on my end without any error.

Thanks!

#10

Yes, other emails will work. However, this is the issue:

  1. Client registers email address and it fails (for whatever reason) to process correctly (this has already happened to two people).

  2. Client tries to re-enter email and the email address is not accepted (there is an error with your configuration).

Even if I go into the backend, remove the email address from the ‘connects’ section and MailChimp (although usually it won;t register on MailChimp when it errors out) I still cannot get the email to work.

So, something is not ‘clearing’ from the cached data within the plugin (or database). That’s a bug. The email address is valid and fine, it should work second time around. I just need to know how I fix that, even if that involves removing the data from the database. Some people don’t want, or don’t have multiple emails addresses to use when they register.

My client is unhappy that out of the first few subscribers, two could not complete registration.

#11

I’m sorry but we could not consider this as a bug because I’ve just tried this in my test site and I didn’t get this issue.

You also said the other form works.

Please try these tests:

  1. Remove all forms in your first except the defective form. The result will tell us if there’s a conflict between forms.
  2. Remove the defective form in your page then duplicate the working form. Edit the working form while documenting each of your changes and then test it in the front-end.

It would also be helpful to keep all caches cleared and/or optimization plugins deactivated while we’re troubleshooting this issue.

Thanks.

#12

Hi, The first form has already been duplicated and failed to work (same error), I already recreated the form, from scratch, same error persists.

So, second option has already been tested and creates issues, I suspect that it is not possible to have two forms on one page?

I will try point 1. next (duplicating the entire page first so as not to lose settings and store as a draft page)

#13

Is there no, simple way to remove these entries from the database as it’s only when they have been added multiple times the error appears? You can test this yourself. Just enter an email, delete it from the connects, re enter it, delete try again and you can recreate the error with any email address you choose.

#14

Hi @rise-studios,

I don’t recommend doing that personally as it may break the linkage of some data, but please check this https://www.convertplug.com/plus/docs/delete-contact-from-convertplus-campaign/. You should able to delete the campaign data, then if the same data is in your Mailchimp listing then please delete them as well. Then test it again.

Thanks!

#15

TORN tendon in right hand will post back when i can type again rad

#16

Sorry to hear that and get well soon. Let us know :slight_smile:

#17

Hi Rad, so the point above is what I have been doing (please read through posts). You can actually recreate the problem yourself by entering an email, deleting the connect through via the method you link to, re-enter the email, delete and repeat.

After a few times you will reach the point whereby this email address can no longer be used without producing an error. I’m not sure why this is the case, it seems to me as if something becomes corrupted in the repetition of the process of registering and deleting.

Mailchimp database, I think, is unconnected to the issue as you have to complete registration to that database by confirming the link emailed to you.

In essence, why does the process error out but the email is registered in the connects section (it’s not present in the mailchimp list). If, as you insist, this isn’t a ‘bug’ I’d like to know how you can make this claim?

#18

Or this could be an issue with removing (DELETE) contact from the mailchimp list – I’ve just recreated the error yet again with another email address, registered onto mailchimp list, then deleted from the ‘connects’ AND the mailchimp subscribers list and now that email too produces an error.

So, for you to recreate, submit an email (in fact I’ve deleted your themeco email from connects and mailchimp. so try that again) and it should throw up the error locally for you too.

#19

Hi @rise-studios,

The subscription is recorded on both database and MailChimp, and the two has no direct connection so if it fails on Mailchimp doesn’t mean it will fail or stop saving it on the database.

And I can only reproduce it on existing email without any error other than a message that it’s already subscribed.

And both, it will not work since the email already existed on either site’s database or MailChimp database. And I can’t reproduce it on my local installation. I only used the email you give in your sample video, please let us know which themeco email you’re currently referring. Is it the admin and you’re trying to subscribe it into the system?

I’ll continue checking but, as of now, this only happens on already registered emails as per my testing based on previous posts. And I just provided the URL for deletion process as requested.

Thanks!

#20

Odd that you cannot replicate the problem, have you tried entering the same email multiple times and clearing the same from the connects section?

All four emails (now no longer accepted) are valid emails. So, perhaps I need to re-phrase the question.

Q: Is there a way to clear and completely reset the entries written into the database/plugin by the subscription process?

Clearly, simply deleting from ‘connects’ does not, as emails that have worked previously, once they go over an arbitrary quota, don’t any longer. Deleting and reinstalling the plugin may perhaps reset everything but it’s not an ideal solution.