Okay
  Public Ticket #1128991
de activation again!!!!!
Closed

Comments

  •  2
    Ted Bannister started the conversation

    I have had this problem supposedly solved by an account reset but every couple of days my layersiders activation is cancelled?????  Getting a little bothersome to activated it all the time.

  •  499
    Attila replied

    Hey Ted Bannister,

    I believe that there is a server configuration problem that is generating this. Please set up a temporary WP login for us so we can check on the back-end to see if we can find anything. You can set your message to private so others won't see the credentials.

    Best Regards,
    Attila | Kreatura Support Team

  •   Ted Bannister replied privately
  •  499
    Attila replied

    I was able to login using the credentials you provided, but the user you have set up does not seem to have any role or admin rights. I cannot access the plugin with it.

    Best Regards,
    Attila | Kreatura Support Team

  •   Ted Bannister replied privately
  •   Ted Bannister replied privately
  •  499
    Attila replied

    I'm sorry I misunderstood you. I thought you meant that you managed to solve the problem by 'this has been fixed'.

    The login seems to be working now. We will look around in the back-end, do some tests and get back to you.

    Best Regards,
    Attila | Kreatura Support Team

  •  499
    Attila replied

    We will need the user login for a little while longer I'm afraid. We pinpointed the source of the problem but will need some further investigation. We have enabled some settings that will help us debugging the problem better so we can provide you with additional details and hopefully a solution. Thank you for your patience.

    Best Regards,
    Attila | Kreatura Support Team

  •  499
    Attila replied

    Also, does your site has an alias ? An alternative domain name that loads this same site. 

    The problem could be caused  by that the site is accessible from multiple domains and you're logged in from the one that wasn't used for the activation.

    Best Regards,
    Attila | Kreatura Support Team

  •   Ted Bannister replied privately
  •  22
    John replied

    Hi Ted,

    I'm John from the Kreatura Dev Team. 

    I'm sorry it took so long, but we now have a definitive answer. Since this issue is an edge case that does not affect other customers, we had to implement additional debugging solutions in order to find out what's wrong.

    Our records show that your site is also accessible with the non-www domain format. The deactivation is caused by the domain mismatch since you've activated the site using the www.successfullearners.com domain name (notice the www. prefix). 

    Your site appears to be using a redirection to ensure using only the www version, but it might not always apply to everyone, or it might taking effect after the first page load. Another possibility would be CRON jobs or other external sources, which can access your site from a different domain name or without using any at all (running .php files directly).

    LayerSlider uses $_SERVER['SERVER_NAME'] to get the domain name. This variable is set by your web server (Apache), and if not configured properly it can change depending on the domain name you're accessing the site with.

    It's important to note that there is no actual deactivation taking place. Due to the domain mismatch, our server sends back a "not activated" flag, which your site uses to synchronize the activation state. This wouldn't happen if your site would consistently use the same domain name. 

    In future versions we're planning to switch from this method to one that remains consistent even in cases like this. In the meantime, I would recommend to review your redirects and other potential issues mentioned above. Your web server hosting provider can also help you to change the relevant configuration options to avoid issues like this.

    Best Regards,
    John | Kreatura Dev Team

  •   Ted Bannister replied privately