Okay
  Public Ticket #2220683
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  • duygu started the conversation

    I was buy the dental clinic theme of themeforest 3 years ago.
    LayerSliderWP on the site today did not work.

    I made a purchase from the site again, but I cannot enter the license code.
    The site does not work! Why is the area where I enter the code not active?

  •  490
    Attila replied

    Hello Duygu,

    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.

    You can find the LayerSlider product activation box on the main page of the plugin's admin interface. Open LayerSlider and you will see it right under the sliders list: https://layerslider.kreaturamedia.com/documentation/#activation-howto
    You can add your license there

    Best Regards,
    Attila | Kreatura Support Team

  • duygu replied

    Hello Attilla,

    I have kept pace with the way on the link you sent. However when I enter the wordpress screen, the "activate now" button doesnt work in my site. Therefore I couldnt enter the key. How could you help me in this case? Because our site is an active commercial site. Thank you

  •  490
    Attila replied

    Unfortunately some themes are restricting the update and/or activation method of the plugin that could result in problems like this.

    I'd recommend to manually update the plugin by downloading the newest release from your account: https://account.kreaturamedia.com/

    You will need to completely remove the current/bundled version first, as there cannot be two instances of the plugin present on your installation at the same time. 

    Please note that your sliders and settings are stored in the database so they won't be deleted in the process.

    You can find detailed installation instructions in the documentation that will guide you through the process, please refer to the following URL: https://layerslider.kreaturamedia.com/documentation/#installation

    After this, there should be no more problem with activation or updates

    Best Regards,
    Attila | Kreatura Support Team

  • duygu replied

    I'm telling what I did. First i remove plugin and load new plugin in wordpress. however the activate button didnt work.
    Then as a second way ı delete from FTP, and load again.. 
    İt still doesnt work and bothers me... 
    If i give you the panel key and password is it possible for you to do? Because this is commerical site and its very essential to work it perfectly..

  •  490
    Attila replied

    What exactly happens when you try to activate the plugin? Is there any error? Please elaborate.

    You could also check the LayerSlider System Status, located in the Options menu on the WP sidebar, for any possible error messages that could provide more information.

    Best Regards,
    Attila | Kreatura Support Team

  • duygu replied

    I am getting any error message!
    You should watch the video I sent you.
    and please solve this problem today..
    thank you

    Attached files:  errorrr.mp4

  •  490
    Attila replied

    Thank you for the feedback. 

    Please note that there is no issue like this present in the latest release of our plugin (6.9.4.), so unfortunately it is most likely a conflict problem on your installation or a server configuration issue.

    To continue troubleshooting please 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 for any notifications or errors, it's located in the earlier mentioned place.

    Let us know of the results.

    Best Regards,
    Attila | Kreatura Support Team

  • duygu replied

    this is not a help! you block a postpaid product I purchased on my site and I have to buy it again! When it doesn't work, try this and try that! I do not accept this. This is not the right way to help. Instead of making me do this, you should go in and check it out. If your support is just talking, I will complain on many platforms like envato, theme forest, fb etc!

  •  490
    Attila replied

    We did not block anything, and we did not request that you purchase anything again. As mentioned, this is either a 3rd party interference or a server configuration issue. Unfortunately if you are not willing to cooperate and work together with us, we cannot help. 

    Please follow up with the instructions provided in my previous reply and look for incompatibility problems with 3rd party items in the mentioned way. We can also take a look at this and investigate it in the back-end if you set up a WP login, but we don't know your installation, its setup, or when to make tests to not cause any problems, that is why we ask you to do it.

    Best Regards,
    Attila | Kreatura Support Team