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  Public Ticket #2297831
Problems video reproduction
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  • Joan started the conversation

    Good morning,

    Yesterday, I update the layerslider and the wordpress in my website, and the video of the layerslider it doesn't appear, you can see a circle loading the video all the time.


    I have hidden the slide of the video because I can't leave it that way (I attach you a capture)

    Attached files:  12-02-2020 8-47-38.jpg

  •  499
    Attila replied

    Hello Joan,

    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.

    Could you please set up a test page where you leave the video enabled so we can check on it? We will need to see the problem live to be able to troubleshoot it. Unfortunately a screenshot is not enough in this case. Thank you.

    Best Regards,
    Attila | Kreatura Support Team

  • Joan replied

    Hi Attila,

    I've activated the video in the layer in this website https://claitec.com/ca/

    Please, check it

    Best regards,


    Joan

  •  499
    Attila replied

    Thank you for the feedback.

    There is a JS error on your site, related to Autoptimize. This JS error seems to be interfering with the slider, preventing the slideshow from advancing properly. Please temporarily disable Autoptimize, empty cache, refresh your site, and check if the problem persists.

    You could also try to use the LayerSlider WP -> Options -> Advanced -> Include scripts in the footer option to see if it helps.

    We'd also recommend to update everything on your installation, to make sure that you use the latest release of them. Old plugin/theme versions might load outdated files that could result in certain conflicts.

    Let us know of the results.

    Best Regards,
    Attila | Kreatura Support Team

  • Joan replied

    Hi Attila,

    I've disable the Autoptimize and I clear the cache but the layer it doesn't work.

    All of the plugins are updated.

    The autoptimize allow to CSS to exclude. I am not a computer so sorry.


    Could you help me with that? I only have problems with your plugin.


    Thank you

  •  499
    Attila replied

    Thank you for the feedback. 

    As I can see new errors were revealed due to the changes you've made. It looks like it is not related to the autoptimize directly, the error just surfaced there. However there is still some kind of conflict responsible for these errors.

    To continue troubleshooting please temporary disable other plugins and switch to a default WP theme to see if that solves the issue. If it does, you can enable them back one by one to find the culprit.

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

    Keep us posted on the results. Thank you.

    Best Regards,
    Attila | Kreatura Support Team

  • Joan replied

    Hi Attila,

    I send you an image about de LayerSlider System Status, it looks correct.

    I disable some plugins, but it doesn't work.

    I changed the theme, but I couldn't see the LayerSlyder. (Is the main website, I couldn't do a lot of changes).


    We use Kinsta server, and theme is Dixit. (the problem with layerSlider starts that week, after I uploaded the plugin).

    Cordially,

    Attached files:  13-02-2020 10-27-17.png

  •  499
    Attila replied

    Thank you for the feedback.

    We are currently looking into this together with the dev team to find out what could be the reason for this.

    I'll let you know what we've found as soon as I can.

    Thank you for your patience.

    Best Regards,
    Attila | Kreatura Support Team

  •  499
    Attila replied

    We've managed to locate the problem. We are going to release a new update today that will adjust this. Sorry for any inconveniences.

    Best Regards,
    Attila | Kreatura Support Team

  •  499
    Attila replied

    Thank you for your patience. The update was released yesterday. Please update the plugin, it should solve the problem. If there is anything wrong, let us know. Sorry again for the inconveniences.

    Best Regards,
    Attila | Kreatura Support Team