I purchased a premium slider and i am unable to activate it. My radius theme came with the basic version however I want a premium one. I have tried to activate it a number of times but nothing happens. I have been through your troubleshooting guide a number of times and it still doesnt work. I have attached my purchase summary. Thanks.
Thank you for getting in touch with us. My name is Attila and I'm happy to assist you today. I appreciate your patience while we've been working towards your ticket.
Unfortunately some themes are restricting the update and/or activation method of the bundled version of the plugin, that could result in problems like this.
I'd recommend to manually update the plugin by downloading the newest release from CodeCanyon and reinstalling LayerSlider. You will need to completely remove the bundled version first, as there cannot be two instances of the plugin present on your installation. Please note that your sliders and settings are stored in the database so they won't be deleted in the process.
Thanks. I have modified my current slider quite a bit. Are you saying this current slider will not be lost if I uninstall it? Where can I access it once the uninstall process has taken place?
Yes, your sliders are stored in the database which is not located inside the plugin, so it will not be deleted when you remove LayerSlider. Once you reinstall the plugin, the sliders will be there in the list same as before.
I have deleted the existing version and installed the new version and am still unable to activate it. I have done this +5 times. I have tried the entire zip version and the wordpress only option as well. It is not letting me activate it.
There is no issue like this present in the recent releases of our plugin, so unfortunately then it is most likely a conflict problem on your installation or a server configuration issue. To start troubleshooting please try to temporary disable other plugins and switch to a default WP theme to see if that solves the issue. Please also check the LayerSlider System Status, located on the WP sidebar for any related error messages that could provide more information. Please let us know of the results.
Please set up a temporary WP login for us, so we can troubleshoot this problem further from the back-end. Make sure to set the message to private so others can't see the credentials.
It seems like you did not include the actual URL where we can login, only the user and password. Please provide us with an address to your site as well.
Sorry for the delayed response. The dev team is still looking into this. I'll let you know right away once they've finished. Thank you for your patience.
Got word back from the dev team. They investigated this thoroughly, but unfortunately couldn't find the source of the issue. Everything seems to be in order, and it should work properly.
In case you did not try it yet, please temporary disable other plugins and switch to a default WP theme to see if that solves the problem. To rule out any possible conflict issue.
We're very sorry that this case was dragged out this long, but this seems to be a unique problem, we did not face this kind of behavior before. So this issue seems to be an edge case.
Hello,
I purchased a premium slider and i am unable to activate it. My radius theme came with the basic version however I want a premium one. I have tried to activate it a number of times but nothing happens. I have been through your troubleshooting guide a number of times and it still doesnt work. I have attached my purchase summary. Thanks.
Hello Russell,
Thank you for getting in touch with us. My name is Attila and I'm happy to assist you today. I appreciate your patience while we've been working towards your ticket.
Unfortunately some themes are restricting the update and/or activation method of the bundled version of the plugin, that could result in problems like this.
I'd recommend to manually update the plugin by downloading the newest release from CodeCanyon and reinstalling LayerSlider.
You will need to completely remove the bundled version first, as there cannot be two instances of the plugin present on your installation.
Please note that your sliders and settings are stored in the database so they won't be deleted in the process.
You can find detaled installation instructions in the documentation, please refer to the following URL: https://support.kreaturamedia.com/docs/layersliderwp/documentation.html#plugin-setup
After this, you should be able to activate it.
Thanks. I have modified my current slider quite a bit. Are you saying this current slider will not be lost if I uninstall it? Where can I access it once the uninstall process has taken place?
Hi, anything? Im hoping to get this wrapped up shortly. Thanks.
Yes, your sliders are stored in the database which is not located inside the plugin, so it will not be deleted when you remove LayerSlider. Once you reinstall the plugin, the sliders will be there in the list same as before.
I have deleted the existing version and installed the new version and am still unable to activate it. I have done this +5 times. I have tried the entire zip version and the wordpress only option as well. It is not letting me activate it.
Can you please advise what I can do?
Any advice?
There is no issue like this present in the recent releases of our plugin, so unfortunately then it is most likely a conflict problem on your installation or a server configuration issue.
To start troubleshooting please try to temporary disable other plugins and switch to a default WP theme to see if that solves the issue.
Please also check the LayerSlider System Status, located on the WP sidebar for any related error messages that could provide more information.
Please let us know of the results.
Ive tried a number of things. do you have advanced support that can look at this?
Please set up a temporary WP login for us, so we can troubleshoot this problem further from the back-end. Make sure to set the message to private so others can't see the credentials.
It seems like you did not include the actual URL where we can login, only the user and password. Please provide us with an address to your site as well.
Thank you, I was able to login. My colleagues and I will look into this to see what we can find, and get back to you shortly.
Sorry for the delayed response. The dev team is still looking into this. I'll let you know right away once they've finished. Thank you for your patience.
Got word back from the dev team. They investigated this thoroughly, but unfortunately couldn't find the source of the issue. Everything seems to be in order, and it should work properly.
In case you did not try it yet, please temporary disable other plugins and switch to a default WP theme to see if that solves the problem. To rule out any possible conflict issue.
In case this does not help either, it is likely a server related issue, but currenty the exact error message is not visible as the WP debug mode is not enabled. Please enable it so we can look for any PHP error that could provide more information on this.
https://codex.wordpress.org/WP_DEBUG
https://codex.wordpress.org/Debugging_in_WordPress
We're very sorry that this case was dragged out this long, but this seems to be a unique problem, we did not face this kind of behavior before. So this issue seems to be an edge case.
Thanks, John - this is great. It all appears to have worked. Appreciate the additional effort to get this solved. Thanks again, Russell.