Okay
  Public Ticket #2557643
Login Details Not Received To Create Account
Closed

Comments

  • Carlton Clarke started the conversation

    I purchased the personal version of LayerSlider and followed the instructions to install on my WordPress site. The site is on Hostmonster and when it failed support pointed to this plugin which was on version 5.1.1. I downloaded the latest version and tried the update. Now my site is completely down and I cannot access WordPress. I get the following failure:

    "There has been a critical error on your website. Please check your site admin email inbox for instructions.

    Learn more about debugging in WordPress."

    Here is a screen capture before the error:


    Here is a screen capture of a page on the site before the failures:


    Please help!

  • Carlton Clarke replied

    WordPress noted the site failure and sent me the following email:

    Howdy!

    Since WordPress 5.2 there is a built-in feature that detects when a plugin or theme causes a fatal error on your site, and notifies you with this automated email.

    In this case, WordPress caught an error with one of your plugins, LayerSlider WP.

    First, visit your website (https://phoenixwebvideo.com/) and check for any visible issues. Next, visit the page where the error was caught (https://phoenixwebvideo.com/wp-admin/plugins.php?activate=true&plugin_status=all&paged=1&s=) and check for any visible issues.

    Please contact your host for assistance with investigating this issue further.

    If your site appears broken and you can't access your dashboard normally, WordPress now has a special "recovery mode". This lets you safely login to your dashboard and investigate further.

    https://phoenixwebvideo.com/wp-login.php?action=enter_recovery_mode&rm_token=Gel4Qdw07iyh1sQKFDrsno&rm_key=UuycoqOzTXuW9Z6XksulWR

    To keep your site safe, this link will expire in 1 day. Don't worry about that, though: a new link will be emailed to you if the error occurs again after it expires.

    When seeking help with this issue, you may be asked for some of the following information:
    WordPress version 5.5.1
    Current theme: Dynamik-Gen (version 1.6)
    Current plugin: LayerSlider WP (version 5.1.1)
    PHP version 7.3.22



    Error Details
    =============
    An error of type E_COMPILE_ERROR was caused in line 138 of the file /home3/montagu1/public_html/phoenixwebvideo/wp-content/plugins/_LayerSlider/layerslider.php. Error message: Cannot redeclare layerslider_builder_convert_numbers() (previously declared in /home3/montagu1/public_html/phoenixwebvideo/wp-content/plugins/LayerSlider/assets/includes/slider_utils.php:6)

  • Carlton Clarke replied

    I am now in WordPress recovery mode with a message on the site as follows:

    LayerSlider: Multiple jQuery issue It looks like that another plugin or your theme loads an extra copy of the jQuery library causing problems for LayerSlider to show your sliders. Please navigate from your WordPress admin sidebar to LayerSlider -> Options -> Advanced and enable the "Include scripts in the footer" option.

    Here is a screen capture:


    I tried the fix above for the multiple query issue and was able to get the LayerSlider working again. The  site is now functioning with the updated LayerSlider plugin. 

  •  116
    Kristof replied

    Hello Carlton,

    Thank you for getting in touch with us!
    I didn't get your screenshot.
    So did you solve this multiple jQuery issue? As I see your site and the slider works properly.

    Best Regards,
    Kristof Molnar | Kreatura Support Team

  • Carlton Clarke replied

    Thank you Kristof! All is OK and the site is working fine now. Appreciated!

  • Carlton Clarke replied

    Good Day Kristof!

    I have one remaining problem. I tried to create my account but I still do not get the email from you with the account details.

    Can you help me resolve this issue? 

    Thank you for your support!

  •  116
    Kristof replied

    Hello Carlton,

    Thank you for your feedback!
    Did you check your spam folder?
    We are very sorry for the inconvenience. we were unable to reproduce the error and based on user feedback this appears to be an isolated case. You should check the spam filters for your email address, our email should send from account@kreaturamedia.com

    Best Regards,
    Kristof Molnar | Kreatura Support Team

  • Carlton Clarke replied

    Good Morning Kristof!

    Thank you for your reply below! I had checked all spam folders immediately after the first failure and after confirming that I did not receive the account email from you, I created the ticket.

    Therefore I did a quick experiment. My main email address is carlton.clarke@unb.ca - note the ".ca" ending of the domain. I have another email address on the site that I purchased LayerSlider for - carlton.clarke@phoenixwebvideo.com - and was able to receive your account email successfully. Since I wish to create my Kreatura account using this main email, can you check why your sending to this address fails? I also noted that I had no problem in receiving your ticket status email from Kristof M <noreply@ticksymail.com> on Fri 10/2/2020 4:53 AM. 

    I hope that this helps in resolving the issue. Your patience and support are appreciated!

    Carlton

  •  116
    Kristof replied

    Hello Carlton,

    Thank you for your feedback!

    Probably the error is not on our site, because the email send out and it works properly in case of the other customers. Ticksy alert emails are coming from completely different source so it is not related to our account emails.
    I suggest you to check your email address spam filters.

    Best Regards,
    Kristof Molnar | Kreatura Support Team

  • Carlton Clarke replied

    Good Morning Kristof!

    I spent many hours trying to understand why I was not receiving your email with my kreatura account details at my main address - carlton.clarke@unb.ca. There was no mail received anywhere until I decided to add the domain name to my safe-senders email list. You mentioned that your email was sent from account@kreaturamedia.com, but when I added that email I still could not receive your message. Finally, I simply added just the domain (kreaturemedia.com) and then I was able to receive your message. Just FYI, the URL provided by the link in your email  was  account.kreaturamedia.com/. This explained to me why only the domain worked in my safe--senders list. I still cannot explain why your email was being blocked, but I am glad that the issue was resolved.

    Thank you for your help!

    Regards/Carlton

  •  116
    Kristof replied

    Hello Carlton,

    Thank you for your feedback!

    I'm glad that you have managed to solve this issue.

    If you will have any question, feel free to ask.

    Best Regards,
    Kristof Molnar | Kreatura Support Team