Okay
  Public Ticket #2451855
Cannot activate
Closed

Comments

  • RL Howard started the conversation

    I purchased Layer Slider, uploaded and installed the plugin. When I click the "Activate Now" button, nothing happens. Very disappointed; this is a critical issue for my client's site! 

  •  22
    John replied

    Hi Rhonda,

    I'm very sorry to hear that you're having difficulties activating LayerSlider.

    This issue sounds very strange, we haven't encountered anything like this so far. What happens exactly when you click on the Activate button? Does the browser tries to navigate to the appropriate URL at all? 

    If you're receiving a blank page, it indicates that there is a PHP error on your site. Enabling the WP Debug Mode can display the exact error message, which would be extremely helpful for us to provide a solution. You can also check the PHP error logs on the dashboard provided by your web server host, or just ask them to review the logs themselves and see if they can find anything. It's likely a web server configuration issue, so involving the host might be necessary.

    Alternatively, we can also log in to your site and try to find what's wrong if you can provide us a temporary WP admin access. You can reply privately if you'd like to share credentials or other sensitive information.

    Best Regards,
    John | Kreatura Dev Team

  • RL Howard replied

    When I click the "Activate" button, NOTHING happens. The whole plugin is frozen. NONE of the buttons work. If I click "Add New Slider" NOTHING happens. For now I have removed the plugin. If I cannot get it activated I do want a refund of my purchase. Currently working with the theme author to see if there is some incompatibility between theme and plugin — however, this plugin works fine on another site where installed with the same theme. I will check back in a day or so once the theme author has responded.

  •  22
    John replied

    This additional insight was really helpful and I now fully understand what's happening. It's almost certainly a JavaScript error that's likely caused by a 3rd party plugin. So it's a form of incompatibility. However, these are usually easy to catch and fix.

    By temporarily disabling every other plugin (except LayerSlider) and switching to the default WP theme you can immediately rule out any chance of incompatibility. If this does not help, the issue you're experiencing is likely not related to other plugins/themes. However, if it does help, you are certainly ran into a compatibility issue. In that case, you can find out what's causing the trouble by re-enabling your plugins one at a time and watching when the issue returns. Since LayerSlider works okay with your theme on another site, it's probably a 3rd party plugin.

    You can also check your browser's JavaScript console for any error as shown in this video (starting at 0:32). This is what we would check right away on your site when the issue is present. If you could share a screenshot of the console contents we could easily identify the issue.

    Best Regards,
    John | Kreatura Dev Team