Generated pdf's from ticket cannot be opened
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Dear support,
First of all complements for the great plugin!
We are facing one small issue which I hope you can help us wit;, the pdf’s which are generated with the link on the tickets cannot be opened. We’ve tries multiple pdf readers, but all give an error that the file is damaged or the coding is incorrect. We are using the latest release for the plugin version 2.04.
Looking forward to your reply, thanks in advance for all help!
https://wordpress.org/plugins/opentickets-community-edition/
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Hey @rgrentzius-1,
Thanks for the compliment! It is always nice to hear appreciation for our hard work.
The PDF has been a recent focus. In fact, the last 2 releases have been specifically to repair a couple reported PDF related issues. It sounds like we need another pass to try and figure out why you are having an issue opening them.
Some extra information will give me the edge I need to replicating the problem, which will then allow me to create a solution for it. To that end, could you please answer these basic questions about what you have tried so far:
– What browser are you using?
– What is the Operating System you are using (windows 10, mac osx, linux)?
– You said that multiple readers cannot open it, which ones specifically have you tried, so I can replicate the problem locally and come up with a solution?
– When you ran the tests, were you a logged in user or a logged out user? What permission level did the user have (admin account, customer, etc)?
– On your WordPress install, do you have ‘Debug Mode’ enabled or disabled (usually checking your wp-config.php for WP_DEBUG will give you this answer)?Thanks in advance, and we will track this down and resolve it,
LoushouHi Loushou,
Thanks for the quick response! Please find the answers to your questions below. If it helps I can make an account for you, so you can logon to our website? Would it help to forward you an e-mail with a link to a ticket?
What browser are you using?
>Tested on FireFox and Chrome.What is the Operating System you are using (windows 10, mac osx, linux)?
>Mostly on Windows 10, but also tested on 8.1.You said that multiple readers cannot open it, which ones specifically have you tried, so I can replicate the problem locally and come up with a solution?
>Could not open de pdf in Adobe Reader, Nitro and in browser viewers. Also I wasn’t able to open de pdf in Photoshop.When you ran the tests, were you a logged in user or a logged out user? What permission level did the user have (admin account, customer, etc)?
> Both tested, when I was logged on I’ve had an admin account.On your WordPress install, do you have ‘Debug Mode’ enabled or disabled (usually checking your wp-config.php for WP_DEBUG will give you this answer)?
> I’ve checked and it’s currently set to false.Thank in advance!
After submitting I learned you need this:
== Omgeving ==
* Home URL: [neutral] http://www.netffandersgroep.nl/events
* Site URL: [neutral] http://www.netffandersgroep.nl/events
* WC Version: [neutral] 2.5.3
* WP Version: [neutral] 4.4.2
* WP Multisite Enabled: [neutral] No
* Wev Server Info: [neutral] Apache/2.2.16 (Debian) ++ HTTP/1.1
* PHP Version: [neutral] 5.6.17-1~dotdeb+7.1
* MySQL Version: [neutral] 5.5.38
* WP Acitve Plugins: [neutral] 8
* WP Memory Limit: [good] U heeft meer dan het minimum van 64MB geheugen toegewezen. U heeft totaal 256M.
* WP Debug Mode: [neutral] No
* WP Language: [neutral] nl_NL
* WP Max Upload Size: [neutral] No
* WP Max Post Size: [neutral] 32M
* PHP Max Execution Time: [neutral] 30
* PHP Max Input Vars: [neutral] 5000
* WP Uploads Writable: [good] Uploads directory IS writable
* Default Timezone: [neutral] UTC== Software ==
* Active Plugins: [neutral]
+ [AAN]: Contact Form by BestWebSoft (http://bestwebsoft.com/products/) bij BestWebSoft (http://bestwebsoft.com/products/),
+ [AAN]: Contact Form Multi by BestWebSoft (http://bestwebsoft.com/products/) bij BestWebSoft (http://bestwebsoft.com/products/),
+ Jetpack by WordPress.com (http://jetpack.me) bij Automattic (http://jetpack.me),
+ [AAN]: OpenTickets Community Edition (http://opentickets.com/) bij Quadshot Software LLC (http://opentickets.com/),
+ [AAN]: Our Team Showcase (https://smartcatdesign.net/downloads/our-team-showcase/) bij SmartCat (https://smartcatdesign.net/downloads/our-team-showcase/),
+ [AAN]: PayPro Gateways – WooCommerce (https://www.paypro.nl/) bij PayPro (https://www.paypro.nl/),
+ [AAN]: Quotes Collection (http://srinig.com/wordpress/plugins/quotes-collection/) bij Srini G (http://srinig.com/wordpress/plugins/quotes-collection/),
+ [AAN]: Slimpack (http://sparanoid.com/work/slimpack/) bij Tunghsiao Liu (http://sparanoid.com/work/slimpack/),
+ [AAN]: WooCommerce (http://www.woothemes.com/woocommerce/) bij WooThemes (http://www.woothemes.com/woocommerce/),
+ WordPress Event Ticketing (https://tickera.com/) bij Tickera.com (https://tickera.com/)
* Acitve Theme: [neutral]
+ Athena (https://smartcatdesign.net/articles/athena-responsive-multipurpose-wordpress-theme/) bij Smartcat (https://smartcatdesign.net)== Data ==
* Event Areas: [neutral]
+ “Loswal 10 Kampen” [#83] (publish)
* Ticket Products: [neutral]
+ #83 “Ticket Get Down On It – The Dance Anarchy Edition” (5) [1 EA]@netffandersadmin make sure to deactivate and delete Tickera. This is known to cause PDF issues.
@rgrentzius can you send the system list like netffandersadmin did?
Hi quadshot,
Thx for the fast reply.
I did deactivate and delete Tickera but that doesn’t do the trick. Some extra info that might help: When I test this on my phone (Samsung Note 4) the pdf can be openend after downloading but the layout is different and the QR code disappeared. I can send you the pdf if you like.Grtz. J
New system status:== Omgeving ==
* Home URL: [neutral] http://www.netffandersgroep.nl/events
* Site URL: [neutral] http://www.netffandersgroep.nl/events
* WC Version: [neutral] 2.5.3
* WP Version: [neutral] 4.4.2
* WP Multisite Enabled: [neutral] No
* Wev Server Info: [neutral] Apache/2.2.16 (Debian) ++ HTTP/1.1
* PHP Version: [neutral] 5.6.17-1~dotdeb+7.1
* MySQL Version: [neutral] 5.5.38
* WP Acitve Plugins: [neutral] 8
* WP Memory Limit: [good] U heeft meer dan het minimum van 64MB geheugen toegewezen. U heeft totaal 256M.
* WP Debug Mode: [neutral] No
* WP Language: [neutral] nl_NL
* WP Max Upload Size: [neutral] No
* WP Max Post Size: [neutral] 32M
* PHP Max Execution Time: [neutral] 30
* PHP Max Input Vars: [neutral] 5000
* WP Uploads Writable: [good] Uploads directory IS writable
* Default Timezone: [neutral] UTC== Software ==
* Active Plugins: [neutral]
+ [AAN]: Contact Form by BestWebSoft (http://bestwebsoft.com/products/) bij BestWebSoft (http://bestwebsoft.com/products/),
+ [AAN]: Contact Form Multi by BestWebSoft (http://bestwebsoft.com/products/) bij BestWebSoft (http://bestwebsoft.com/products/),
+ [AAN]: OpenTickets Community Edition (http://opentickets.com/) bij Quadshot Software LLC (http://opentickets.com/),
+ [AAN]: Our Team Showcase (https://smartcatdesign.net/downloads/our-team-showcase/) bij SmartCat (https://smartcatdesign.net/downloads/our-team-showcase/),
+ [AAN]: PayPro Gateways – WooCommerce (https://www.paypro.nl/) bij PayPro (https://www.paypro.nl/),
+ [AAN]: Quotes Collection (http://srinig.com/wordpress/plugins/quotes-collection/) bij Srini G (http://srinig.com/wordpress/plugins/quotes-collection/),
+ [AAN]: Slimpack (http://sparanoid.com/work/slimpack/) bij Tunghsiao Liu (http://sparanoid.com/work/slimpack/),
+ [AAN]: WooCommerce (http://www.woothemes.com/woocommerce/) bij WooThemes (http://www.woothemes.com/woocommerce/)
* Acitve Theme: [neutral]
+ Athena (https://smartcatdesign.net/articles/athena-responsive-multipurpose-wordpress-theme/) bij Smartcat (https://smartcatdesign.net)== Data ==
* Event Areas: [neutral]
+ “Loswal 10 Kampen” [#83] (publish)
* Ticket Products: [neutral]
+ #83 “Ticket Get Down On It – The Dance Anarchy Edition” (5) [1 EA]Hey @netffandersadmin,
Another update will be released today, version 2.2.3, which will mitigate this PDF corruption problem as much as possible. If this does not work, we are going to have to dig a lot deeper together, to find out why your specific environment is still corrupting the PDFs.
The original problem, which was solved 3 or 4 versions ago, was that some data that used to be present in an older version of the plugin, was no longer present. One of the templates was still trying to access this data, which was causing a PHP notice. This PHP notice was getting added into the code of the PDF, thus corrupting it when it was attempting to be loaded in a viewer.
The fact that you are still having the issue even after that update, seems to indicate that another one of your plugins, or your theme, are causing a PHP error of somekind (even a warning or notice), and that is getting added to the PDF output, thus again corrupting it. Today I am adding some code to our plugin that will try to mitigate as much of these extra PHP errors produced by external sources (like other plugins and themes) from being printed as possible, in a hope to prevent the PDF corruption.
If this does not resolve your issue, then we definitely need to start by getting a link to a corrupted PDF ticket, so I can look at it’s source, and check it for some PHP errors. That may point us to the culprit. Regardless of whether that helps or not, I will make a recommendation on how to proceed, if this patch does not work. Let me know the result if you don’t mind.
Loushou
Hi Loushou,
Thank you for the quick update. We’re getting closer. 🙂
After installing the update I created a ticket and now the PDF opens when downladed. Still there’s a problem: the PDF can’t connect to the QR-code source. On the webpage the code is shown but the PDF has a message ‘image not readable or empty’ and then some other text but somehow the product name is printed right over that text so I can’t read the rest. Also the ordernumber and the name are not shown in the PDF so there’s no way we can check if the ticket is unique. I will send you the PDF and the screenshot to compare if you like but I need an emailaddress for that. Otherwise mail me: admin@netffandersevents.nl.
Don’t think I’ve changed anything since the last log but to be sure it’s added below.Thx for the support
J== Omgeving ==
* Home URL: [neutral] http://www.netffandersgroep.nl/events
* Site URL: [neutral] http://www.netffandersgroep.nl/events
* WC Version: [neutral] 2.5.5
* WP Version: [neutral] 4.4.2
* WP Multisite Enabled: [neutral] No
* Wev Server Info: [neutral] Apache/2.2.16 (Debian) ++ HTTP/1.1
* PHP Version: [neutral] 5.6.17-1~dotdeb+7.1
* MySQL Version: [neutral] 5.5.38
* WP Acitve Plugins: [neutral] 8
* WP Memory Limit: [good] U heeft meer dan het minimum van 64MB geheugen toegewezen. U heeft totaal 256M.
* WP Debug Mode: [neutral] No
* WP Language: [neutral] nl_NL
* WP Max Upload Size: [neutral] No
* WP Max Post Size: [neutral] 32M
* PHP Max Execution Time: [neutral] 30
* PHP Max Input Vars: [neutral] 5000
* WP Uploads Writable: [good] Uploads directory IS writable
* Default Timezone: [neutral] UTC== Software ==
* Active Plugins: [neutral]
+ [AAN]: Contact Form by BestWebSoft (http://bestwebsoft.com/products/) bij BestWebSoft (http://bestwebsoft.com/products/),
+ [AAN]: Contact Form Multi by BestWebSoft (http://bestwebsoft.com/products/) bij BestWebSoft (http://bestwebsoft.com/products/),
+ [AAN]: OpenTickets Community Edition (http://opentickets.com/) bij Quadshot Software LLC (http://opentickets.com/),
+ [AAN]: Our Team Showcase (https://smartcatdesign.net/downloads/our-team-showcase/) bij SmartCat (https://smartcatdesign.net/downloads/our-team-showcase/),
+ [AAN]: PayPro Gateways – WooCommerce (https://www.paypro.nl/) bij PayPro (https://www.paypro.nl/),
+ [AAN]: Quotes Collection (http://srinig.com/wordpress/plugins/quotes-collection/) bij Srini G (http://srinig.com/wordpress/plugins/quotes-collection/),
+ [AAN]: Slimpack (http://sparanoid.com/work/slimpack/) bij Tunghsiao Liu (http://sparanoid.com/work/slimpack/),
+ [AAN]: WooCommerce (http://www.woothemes.com/woocommerce/) bij WooThemes (http://www.woothemes.com/woocommerce/)
* Acitve Theme: [neutral]
+ Athena (https://smartcatdesign.net/articles/athena-responsive-multipurpose-wordpress-theme/) bij Smartcat (https://smartcatdesign.net)== Data ==
* Event Areas: [neutral]
+ “Champino Discozaal” [NONE] (publish),
+ “Hox All Areas” [NONE] (publish),
+ “Loswal 10 Kampen” [#83] (publish)
* Ticket Products: [neutral]
+ #83 “Ticket Get Down On It – The Dance Anarchy Edition” (5) [1 EA]Hey J (@netffandersadmin),
I think we have gotten as far as we can without a closer look. Lets start the path forward by you sending me a couple of one of the PDF files that cannot be opened. If you can attach it to an email and send that to info@opentickets.com, that would be a good next step. Make sure to put in your message that this is about a ticket on the WordPress.org forums, and that you are talking with Loushou about it, so that it gets routed to me.
Loushou
This plugin is really ‘a gift from heaven’ as I am starting to build a website intended to save an old building ( long story, involves volunteers etc. etc.)
Anyway, I build a testing website, WP install, Woo commerce install and I installed OpenTickets Community Edition.So far, very good. It works! But I also have this PDF issue.
Everything is updated to it’s latest version, using the 2016 theme.
When I open the PDF download link in Firefox nothing happens, when I use Microsoft Edge I get a 500 error, both using Windows 10@tycho_62 update: we’re considering dropping PDF support, since every modern computer and browser allows people to print the ticket page and/or ‘save as PDF’. The library we’re using is one of the best ones available and yet we still have issues with it. Since it is a moving target and most people just print or save the email w/link, this is something we’re going to have to drop as a feature.
However, we’re planning on supporting Android and iOS wallets for tickets, which is much easier. PDFs aren’t useful on mobile devices anyway, which is most of the market and growing more every day.
We just wanted to follow up and get some feedback.
@quadshot : Thank you for your reaction, it makes sense ( Modern browsers & printing & the changing mobile world)
Then is would seem logical to me if you remove the ‘download as PDF link’ in the email the plugin is sending 🙂
@tycho_62 we’re thankful for the detailed back and forth. Since we’ve removed pdf and the links, marking this resolved.
Be well!
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