• What it looks like:

Unrecoverable QOF order processing error!
Exception type: System.VisualforceException 
Exception message: common.apex.runtime.impl.ExecutionException: 
Apex CPU time limit exceeded 
Stack trace:
(PatronTicket)

• When it happens:
  • Usually in reference to particularly large Ticket Orders, specifically:
    • When trying to use "Email" as a delivery method for a Ticket Order with 200+ tickets
    • When trying to print tickets for a Ticket Order with 200+ tickets
• What to do:
  • If using "Email" as a delivery method for a large Ticket Order, change delivery method to "Walk-up" or "Will Call" to resolve the exception
    • If the patron would still like a Confirmation Email, create a custom one for them and send it
  • If printing tickets, submit a support request via the Client Community

• What it looks like:

Attempt to de-reference a null object
Error is in expression '{!saveSeatAssignments}' in component
<apex:commandButton> in page
patronticket:seatassignmentseatselection: (PatronTicket)
An unexpected error has occurred. 
Your solution provider has been notified. (PatronTicket)

or

ERROR: Error fulfilling Subscription Order Item [SUB-000003567]:
Attempt to de-reference a null object

• When it happens:
  • After changes have been made to your venue.  It pops up when:
    • Selling or exchanging single tickets:
      • If you've had to make emergency changes to a venue since the last time you sold or exchanged tickets, such as the addition or removal of seats.
    • Renewing subscriptions:
      • If you're at the same venue as last year, but made updates to your venue during the summer.
      • If you're at a new venue this season.
• What to do:
  • Submit a support request via the Client Community

• What it looks like:

An error occurred while submitting this Ticket Order
ERROR DETAILS: Update failed. First exception on 
row 0 with id a0Po0000008ElAKEA0; 
first error: CANNOT_EXECUTE_FLOW_TRIGGER,
The record couldn't be saved because it failed to trigger a flow.
A flow trigger failed to execute the flow with
version ID 301o00000008dex. Contact your administrator for help.: [] 

• When it happens:
  • A workflow or Process Builder Process is interfering with the ticket order sale / exchange.
• What to do:
  • If you've recently set up a new workflow or Process, turn off that Process for the time being, and try submitting the order again.
  • If you have not recently set up a new workflow or Process, submit a support request via the Client Community

• When it happens:
  • Charging a credit card for Ticket Orders with a CVV/CID code (the code on the back of the card) of 000

• What to do:
  • Cards with a CVV/CID number of "000" cannot be processed, as it is a credit card fraud risk.
  • Recommend that the patron ask for a new card from their bank.  CVV/CID numbers are randomly assigned and banks do not inspect every card that is issued, so even while it's known that 000 CVV/CID numbers are troublesome, sometimes a card with 000 makes it into the world.
  • In the meantime, ask the patron to use another payment method.

• What it looks like:
  • Order Status value is "Payment Exception"

• When it happens:
  • A number of issues can cause a Payment Exception, and you can learn more about several common reasons here
• What to do:
  • Click the "Resolve Exception" button on the Ticket Order

• When It Happens
  • When you've accidentally tried to sell a subscription seat twice.
  • When an outdated Subscription Seat Assignment remains on a Contact, even though the related ticket order items have been exchanged or deleted.
•  What To Do
  • This article will walk you through a solution for the error.

• When It Happens
  • You wanted to create a new, custom Order Confirmation Template, but you cloned it instead of creating a new one.
• What To Do
  • Check out this article to create an error-free Order Confirmation Template.

• What it Looks Like

• When It Happens
  • Someone tried to access a Ticketable Event and they don't have the Read permission for Automation Templates.
• What To Do
  • Make sure that user has Read permission for Automation Templates on their Profile, as shown below.  For more information and details about how to do this step, check out this article.

• What it looks like:

Error processing payment. Please re-enter the credit card info and try again. Error message: DaaS Failure -- (1203) Device is not active. -- {transCode=30340, transMessage=DaaS Failure -- (1203) Device is not active.}

• When it happens:
  • When you're attempting to process a credit card transaction with a credit card swiping device that has not been activated.
• What to do:
  • Activate this device in P2PE Manager by following pages 3-6 of these instructions.

• What it looks like:

Transaction amount [X.XX] exceeded the limit of [0.00]

• When it happens:
  • When 90 days or more have passed since you switched from Vantiv to Bluefin payment processing, and you're trying to refund an order that was originally processed on Vantiv via the original credit card.
• What to do:
  • Refund via cash or check.

• What it looks like:

Error processing payment! Please re-enter the credit card info and try again. Error message: EXCEPTION/500-read timeout -- {transCode=30099, transMessage=EXCEPTION/500-read timeout}

• When it happens:
  • When your internet connection is weak
  • If you have a PayConex configuration issue
• What to do:
  • Double-check your internet connection
  • If that doesn't seem to be the problem, submit a case via the Client Community.

• What it looks like:

Credit card processing failed due to the following error:

Could not find reference transaction. -- {transCode=40006, transMessage=Could not find reference transaction.}

Please review the information below and try again. If the problem persists, contact customer service.

• When it happens:
  • The stored payment method you are using references a credit card which has not been used for 18 or more months (in PatronManager)
  • This is a PayConex limitation
• What to do:
  • Call the patron to get a new credit card
  • Make the old credit card inactive from the patron's list of stored credit payment methods
  • Click here for instructions on how to use, add, and delete stored payment methods

• What it looks like:

• When it happens:
  • There isn't a Refund Confirmation Email Template specified in your PatronTicket Settings
• What to do:
  • Select an email template as your Refund Confirmation Email Template in PatronTicket Settings
  • Then go back to the Ticket Order and finish the refund

• What it looks like:

• When it happens:
  • There isn't an Exchange Confirmation Email Template specified in your PatronTicket Settings
• What to do:
  • Select an email template as your Exchange Confirmation Email Template in PatronTicket Settings
  • Then go back to the Ticket Order and finish the exchange

• What it looks like:

An unexpected error occurred while trying to complete the exchange operation: [ERROR DETAILS]. It is recommended that you DO NOT attempt this exchange operation again, because it is likely the buyer has already been charged or credited any difference between the cost of the new and original items, however the items have not actually been exchanged yet. You should contact PatronManager Client Admin and reference this Ticket Order for help completing this exchange.

• When it happens:
  • An issue occurs when processing an exchange on a Ticket Order
• What to do:
  • Submit a support request via the Client Community
  • If you urgently need to free up the seats you were trying to exchange, perform a refund to cash and let our team know you've done this in your support case. Our team will help make sure this gets cleaned up.

• What it looks like:

An unexpected error occurred while trying to complete the refund operation: [ERROR DETAILS]. It is recommended that you DO NOT attempt to refund this order again, because it is likely the buyer has already been credited, however the items that were refunded have not been returned to inventory yet. You should contact PatronManager Client Admin and reference this Ticket Order for help completing this refund.

• When it happens:
  • An issue occurs when processing a refund on a Ticket Order
• What to do:
  • Submit a support request via the Client Community
  • If you urgently need to free up the seats you were trying to refund, perform the refund to cash and let our team know you've done this in your support case. Our team will help make sure this gets cleaned up.

• What it looks like:

• When it happens:
  • When the Contact or Account Owner is a User who does not have a Role assigned to them. All internal Users, or Users used by your employees to log into PatronManager, should be assigned a Role.
• What to do:
  • Go to Setup and look at your Users menu to ensure that all internal Users have a Role assigned to them, such as "Admin."
  • Once all internal Users have a Role, resolve the Confirmation Exception on the order.

• What it looks like:

Unable to create new device in external system. Error: Unauthorized endpoint, please check Setup->Security->Remote site settings. endpoint = https://prod.saasconex.net/api/v1/partners/5a0af69824d06/clients/5a1303697c980/devices

• When it happens:
  • When a Remote Site Setting necessary for PAX devices is missing in your account.
• What to do:
  • Submit a case to the Client Support team via the Client Community so that our team can get this fixed for you

• What it looks like:

• When it happens:
  • When a Country/Territory Name and its Integration Value in State and Country/Territory Picklists don't match.
• What to do:
  • Go to State and Country/Territory Picklists in Setup and adjust the Integration Value to match the  Country/Territory Name exactly for your countries by following steps 3.1 to 3.3 here.

• What it looks like:

• When it happens:
  • When a Subscription Instance has more than 1000 Price Level Associations in it
• What to do:
  • Review your subscription set up and determine if all of the Price Level Associations need to be in the same Instance. Consider breaking them out into different Instances.

• What it looks like:

• When it happens:
  • When batch printing with an issue with your user's permissions or with your network
• What to do:
  • First, follow the instructions listed in the error message. They are:
    1. Go to Setup
    2. Search for "Connected Apps"
    3. Click the "Edit" link next to the Connected App named Batch Print Canvas
    4. Set the Permitted Users setting to "Admin approved users and pre-authorized"
    5. Save
    6. Ensure that your user has the PatronManager Permission Set
    7. Reload the Batch Ticketing Printing page and try again
  • If that doesn't work, try switching browsers to see if that allows you to print
  • If switching browsers works, try clearing your browser's cache and cookies
  • If you're still unable to batch print, try printing from another network (i.e. try printing from home instead of the office) to see if it's an issue with your network

• What it looks like:

• When it happens:
  • When you have PatronPortal set up and try to add the same Membership to an order more than once
• What to do:
  • If the patron really needs to buy a second membership, process a second order for them.

• What it looks like:

• When it happens:
  • When you try to delete a Discount Code that was previously used
• What to do:
  • If you no longer want this Discount Code to be available, deactivate it by unchecking the "Active" checkbox

• What it looks like:

• When it happens:
  • When a "From" email address isn't set in PatronTicket Settings or when the "From" email address set isn't valid for use
• What to do:
  • Set a "From" email address in PatronTicket Settings and make sure it's set up properly

• What it looks like:

• When it happens:
  • When a picklist value was added to the Access Requirements picklist without adding it to all Record Types that use the Global Value Set
    • In other words, when checking the "Add the new picklist values to all Record Types that use this Global Value Set" box is skipped
• What to do:
  • Go to each Contact Record Type to ensure that all Access Requirement picklist values are available for each Record Type with these steps

Check out this FAQ for what to do next!

Check out this FAQ for what to do next!

• What it looks like:

• When it happens:
  • The Virtual Event Instance was created via a mass upload tool, instead of through our recommended setup steps for Livestreams or Video on Demands (VODs)
• What to do:
  • Make this Event Instance inactive, then create new Virtual Event Instances using our recommended setup Livestreams or Video on Demands (VODs)
  • Exchange any tickets sold from the now-inactive event to the newly-created event.
  • You can also use the Cancellation Email feature to re-send patrons their viewing link.

• What it looks like:

• What it looks like:

• When it happens:
  • If you've recently enabled State and Country picklists, and a Contact was left in your Unqualified Contact List when the feature was enabled.
• What to do:
  • Submit a support request to our Client Support team via the Client Community.

• What it looks like:

• When it happens:
  • If you've recently enabled State and Country picklists, and a Contact was left in your Unqualified Contact List when the feature was enabled.
• What to do:
  • Submit a support request to our Client Support team via the Client Community.

• What it looks like:

• When it happens:
  • When the Contact or Account Owner is a User who does not have a Role assigned to them. All internal Users, or Users used by your employees to log into PatronManager, should be assigned a Role.
• What to do:
  • Go to Setup and look at your Users menu to ensure that all internal Users have a Role assigned to them, such as "Admin."
  • Once all internal Users have a Role, qualify the order and Contact.

• When it happens:
  • Charging a credit card for Ticket Orders with a CVV/CID code (the code on the back of the card) of 000

• What to do:
  • Cards with a CVV/CID number of "000" cannot be processed, as it is a credit card fraud risk.
  • Recommend that the patron ask for a new card from their bank.  CVV/CID numbers are randomly assigned and banks do not inspect every card that is issued, so even while it's known that 000 CVV/CID numbers are troublesome, sometimes a card with 000 makes it into the world.
  • In the meantime, ask the patron to use another payment method.

• What it looks like:
  • Order Status value is "Payment Exception"

• When it happens:
  • A number of issues can cause a Payment Exception - learn more about these here
• What to do:
  • Click the "Resolve Payment / Confirmation Exception" link on the Donation

• What it looks like:
  • Your Donation Roll-Up fields do not displaying the results you expect and you've already checked that your settings are correct based on these settings
  • What to do:
    • Navigate to the Accounts tab

• Select All Accounts from the list view dropdown

• Click the Update Donation Roll-Up Fields button

• What it looks like:

• When it happens:
  • When a "From" email address isn't set in Organization Settings or when the "From" email address set isn't valid for use
• What to do:
  • Set a "From" email address in Organization Settings and make sure it's set up properly

• What it looks like:

• When it happens:
  • When a "From" email address isn't set on a Signup Form or when the "From" email address set isn't valid for use
• What to do:
  • Set a "From" email address on the Signup Form and make sure it's set up properly

• What it looks like:

Error: This report returned too many records to sort groupings.  Filter the report to reduce the number of records returned, or remove one or more grouping levels, or do not sort groupings. 

• When it happens:
  • The report has a large number of results, and cannot display and group all data simultaneously.
• What to do:
  • Ensure all filters are accurate - narrowing down results can alleviate this error
  • Turn the "Detail Rows" toggle off

• What it looks like:

• What it looks like

• What to do
  • Take note of the DeveloperName and head over to this article to resolve the error.

• What it looks like:

• What to do:
  • If you're able to, use a different Report Unique Name
  • If you're not able to use a different Report Unique Name
    • First, check to see if the report with this Report Unique Name is in your Recycle Bin; if it is, restore it
    • If the report wasn't in the Recycle Bin, have your Users check their Private Reports folder to see if they have a report with this Report Unique Name; if so, have them move it to a public folder
    • If the report wasn't in the Private Reports folder for anyone in your organization, submit a support request to our Client Support team via the Client Community.

• What it looks like:

Apex CPU time limit exceeded
Error is in expression '{!checkColumns}' in component 
<apex:commandButton> in page 
patronticket:importwizardfileselect: (PatronTicket)

• When it happens:
  • The .CSV file used for import is too large
  • There are too many unique Price Level / Allocation combinations in the .CSV file
• What to do:
  • Ensure the .CSV file has no more than 250 rows
  • Break the .CSV file up into a few different files, reducing the number of unique Price Levels and Allocations to approximately 10 per file

• When it happens:
  • The .CSV file used for import has special or invalid characters in it, such as glyphs, accents, and symbols
• What to do:
  • Check for, and remove, any special characters
  • Submit a support request to our Client Support team via the Client Community.

• When it happens:
  • A Ticketable Event Name, Event Instance Name, Allocation Name, and Price Level Name combination in the .CSV file does not match up precisely to an Event / Instance / Allocation / Price Level combination in PatronManager
• What to do:
  • Check that the Event Inventory in your file matches up exactly to the Event Inventory in PatronManager
  • Matches must be exact
    • "and" will not match to "&"
    • "Rosemarys" will not match to "Rosemary's"
    • "The Odyssey" (no space at the end) will not match to "The Odyssey " (space at the end)

• When it happens:
  • When there's an unexpected character, such as an apostrophe, in the Event name
• What to do:
  • Try removing the character, like the apostrophe, from the Event name and import the file again

• When it happens:
  • An update needs to be made by PatronManager staff on the back end
• What to do:
  • Submit a support request to our Client Support team via the Client Community.