I just bought LayerSlider for WordPress, but I can't edit or make a new slider. None of the screenbuttons does work. How come? For example, when I press on the Full size icon nothing happens.
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.
There is no issue like this present in the latest release of our plugin (6.6.8.), so unfortunately 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.
I can't edit a slider either. Also I paid for extended support on Envato but you are showing that my support expired. I don't see a way to contact you outside of your support system. WTH?
I have restored a backup and version 6.5.1 of LayerSlider works fine. Seems the problem is updating it to 6.6.8.......Due to restoring, the WordPress version is not the latest (WordPress 4.9.4).
Our records do not show any additional support time purchase. Are you sure you've bought it for our plugin ? In case yes, I'd recommend to contact the Envato support team with this case. They control the marketplaces and purchases so they can help you further with it.
And for your issue kristelimmeker, as I've mentioned there is no such error in the plugin currently. We still believe that it's a conflict or server issue. If you would like to, we can troubleshoot this error further if you provide us with a temporary WP login and update the plugin back. We could also work this out on a test/dev installation if you don't want it to affect your live site.
Thank you. But unfortunately we're not able to login. When we enter these credentials we receive the following: ERROR Cookies are blocked or not supported by your browser. You must enable cookies to use WordPress.
I'm not sure why this error appears. Cookies are enabled, and I'm able to login to other WP sites. I've tried it with different browsers, but that did not help either.
Do we need to do something else to be able to login ?
Attila, I jumped on this thread because I have the same problem as kristelimmeker. I can't edit sliders. You said that it was because I hadn't paid for support. In my last communication, I attached the screen print from Envato proving that I have six months of support. So there must be a communication problem between you and Envato. They have money from me that should go to you and I should get my support. I'm not sure what to do at this point. Perhaps a complaint to the FTC? What? Let me know.
I never said that this issue was caused by that you don't have active support time.
As I can see the problem is that you're using a different Envato account. Your ealier ticket was opened with thevoiceofidaho, but on the screenshot you've attached it shows as eyeswideopen. You will need to login to our support site with the account/license that has the active support time, and not with the old one.
Thank you for the feedback. I was able to login now. My colleagues and I will look into this further to see if we can find anything else, and get back to you shortly.
I do have 2 accounts and 2 websites. What I paid for is for my website - thetechnocratictyranny.com The other website, TVOINews.com is separate and I didn't update that one because I'm not maintaining it anymore and I'm going to let it go when it expires. I've just been babysitting it for a friend who wasn't able to do it.
And, the purchase code for activation matches the Envato purchase code. I'm having a hard time believing that your system can't handle multiple accounts for the same person. I can't be the only person who has different accounts for different websites. (Different budgets).
Ok Attila, it appears that they may have disabled one of my accounts - the voice of Idaho. I'm going file a complaint about both Envato Kreatura with the FTC. I'm also going to call my credit card company and get my money back. You'll see my complaint in the review of the product.
I've replied to your old ticket: https://kreatura.ticksy.com/ticket/1135888/ Please follow up with the instructions provided there and leave this ticket to its original owner.
The dev team investigated this further and it seems that there is a plugin that compressed LayerSlider's original files incorrectly. They believe that there is some kind of caching (or similar) plugin that compresses the JS and other files on your server. Please try to look for this plugin/solution and disable this compress/merge option.
After that you will need to completely remove the current (incorrect) version of LayerSlider and reinstall it with the proper release from CodeCanyon. Please note that your sliders and settings are stored in the database so they won't be deleted in the process. You can also find detaled installation instructions in the documentation, please refer to the following URL: https://support.kreaturamedia.com/docs/layersliderwp/documentation.html#plugin-setup
They beleive that this should solve the issue. Please let us know of the results.
I just bought LayerSlider for WordPress, but I can't edit or make a new slider. None of the screenbuttons does work. How come? For example, when I press on the Full size icon nothing happens.
Hello kristelimmeker,
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.
There is no issue like this present in the latest release of our plugin (6.6.8.), so unfortunately 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.
I can't edit a slider either. Also I paid for extended support on Envato but you are showing that my support expired. I don't see a way to contact you outside of your support system. WTH?
I have changed to a default WP theme and disabled all other plugins, but still the sliders can not be edited or created. Please help.
And the system status also says that all is OK, see attachment. WordPress is updated to the latest version, also all plugins are up to date.
I have restored a backup and version 6.5.1 of LayerSlider works fine. Seems the problem is updating it to 6.6.8.......Due to restoring, the WordPress version is not the latest (WordPress 4.9.4).
Thank you Kristelimmeker. I'll do that too.
Dear Vicky,
Our records do not show any additional support time purchase. Are you sure you've bought it for our plugin ? In case yes, I'd recommend to contact the Envato support team with this case. They control the marketplaces and purchases so they can help you further with it.
And for your issue kristelimmeker, as I've mentioned there is no such error in the plugin currently. We still believe that it's a conflict or server issue. If you would like to, we can troubleshoot this error further if you provide us with a temporary WP login and update the plugin back. We could also work this out on a test/dev installation if you don't want it to affect your live site.
I can send you a screen print Attila. It's listed as wordpress Layer Slider but when I click on support it brings up Kreatura as supporting that item.
Attached you will find a print of envato - showing that I've paid for support.
Thank you. But unfortunately we're not able to login. When we enter these credentials we receive the following: ERROR Cookies are blocked or not supported by your browser. You must enable cookies to use WordPress.
I'm not sure why this error appears. Cookies are enabled, and I'm able to login to other WP sites. I've tried it with different browsers, but that did not help either.
Do we need to do something else to be able to login ?
Attila, I jumped on this thread because I have the same problem as kristelimmeker. I can't edit sliders. You said that it was because I hadn't paid for support. In my last communication, I attached the screen print from Envato proving that I have six months of support. So there must be a communication problem between you and Envato. They have money from me that should go to you and I should get my support. I'm not sure what to do at this point. Perhaps a complaint to the FTC? What? Let me know.
Dear Vicky,
I never said that this issue was caused by that you don't have active support time.
As I can see the problem is that you're using a different Envato account. Your ealier ticket was opened with thevoiceofidaho, but on the screenshot you've attached it shows as eyeswideopen. You will need to login to our support site with the account/license that has the active support time, and not with the old one.
Dear kristelimmeker,
Thank you for the feedback. I was able to login now. My colleagues and I will look into this further to see if we can find anything else, and get back to you shortly.
I do have 2 accounts and 2 websites. What I paid for is for my website - thetechnocratictyranny.com The other website, TVOINews.com is separate and I didn't update that one because I'm not maintaining it anymore and I'm going to let it go when it expires. I've just been babysitting it for a friend who wasn't able to do it.
And, the purchase code for activation matches the Envato purchase code. I'm having a hard time believing that your system can't handle multiple accounts for the same person. I can't be the only person who has different accounts for different websites. (Different budgets).
Ok Attila, it appears that they may have disabled one of my accounts - the voice of Idaho. I'm going file a complaint about both Envato Kreatura with the FTC. I'm also going to call my credit card company and get my money back. You'll see my complaint in the review of the product.
Dear Vicky,
I've replied to your old ticket: https://kreatura.ticksy.com/ticket/1135888/ Please follow up with the instructions provided there and leave this ticket to its original owner.
Dear kristelimmeker,
The dev team investigated this further and it seems that there is a plugin that compressed LayerSlider's original files incorrectly. They believe that there is some kind of caching (or similar) plugin that compresses the JS and other files on your server. Please try to look for this plugin/solution and disable this compress/merge option.
After that you will need to completely remove the current (incorrect) version of LayerSlider and reinstall it with the proper release from CodeCanyon. Please note that your sliders and settings are stored in the database so they won't be deleted in the process. You can also find detaled installation instructions in the documentation, please refer to the following URL: https://support.kreaturamedia.com/docs/layersliderwp/documentation.html#plugin-setup
They beleive that this should solve the issue. Please let us know of the results.