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  Public Ticket #2612594
Failed to import a specific slider from the Template Store
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Comments

  • Denis started the conversation

    No problem importing other sliders, except for the slider named “LayerSlider v5”.

    Please help, thanks!

  •  116
    Kristof replied

    Hello Denis,

    Thank you for getting in touch with us!

    Could you please send me a screenshot about the issue and your LayerSlider WP -> Options -> System status tab?

    Best Regards,
    Kristof Molnar | Kreatura Support Team

  • Denis replied

    Hi Kristof,

    Thanks a lot for your reply, screenshots in the attachment.

    Attached files:  layerslider-options-system-status.png
      import-error.png

  • Denis replied

    Hello Kristof,

    I am very anxious to solve this problem, so please give me some advice.

    Importing demos from a template store often fails.

    Is there a better way to get these demos, e.g. by offering them as package downloads?

    Best Regards,

    Denis Wang

  •  116
    Kristof replied

    Hello Denis,

    There's an Internal Server Error on the screenshot, which indicates that it's a server-side issue.

    Since you can't import just that one slider, there's definitely some server-side limitation problem.

    To find out the exact cause, we need to see the PHP error message, which is not displayed by default. There are two options:

    - You can try to install the WP Debugging plugin or manually enable the WP Debug Mode as shown here, so error messages will be visible. You can test whether the WP Debug Mode is active under LayerSlider -> Options -> System Status. Please note, since the error occurs in background request, you will not be able to directly see the error message printed to the page, even if you've successfully enabled the Debug Mode, but we can check that for you with the temporary WP admin access.

    - PHP logging is almost always enabled and you can usually access the PHP error log files on the dashboard provided by your web server host. Another possibility is a "logs" folder, that usually located outside of your WordPress installation directory when you try to browse your server via a FTP client.

    You can also contact the web host to look into this and make any changes that may be necessary. 

    Best Regards,
    Kristof Molnar | Kreatura Support Team

  •   Denis replied privately
  •   Denis replied privately
  •  116
    Kristof replied

    Hello Denis,

    Thank you for the access!

    I checked your site and try to import the LayerSlider v5, but I didn't see any error message.

    You should contact with your hosting provider, check your webserver config and PHP error logs to see what cause this issue.

    Unfortunately, we don't have access to this, but your server administrator can tell you more about the specifics problem if you ask them to look it up.

    Best Regards,
    Kristof Molnar | Kreatura Support Team

  • Denis replied

    Hi kristof,

    When an import error occurs, the following error appears in debug.log.

    [30-Nov-2020 13:28:14 UTC] PHP Notice:  Undefined index: collection in /var/www/jiangshangic.com/public/wp-content/plugins/LayerSlider/assets/wp/actions.php on line 1034


    Best Regards,

    Denis Wang

  •  116
    Kristof replied

    Hello Denis,

    Thank you for your feedback!

    This notice is not the cause of the error. Probably the error is visible in the webserver logs, in which case various modules such as mod_security can have a role, which have separate log files and the hosting provider does not always give access to them. Therefore, we suggest that you should write to the server administrator because certain things can only be viewed and switched by him.

    Best Regards,
    Kristof Molnar | Kreatura Support Team

  • Denis replied

    Hi Kristof,

    Thank you for your prompt response!
    Can you give me a list of what I need the system administrator to do and what files to check?

    Best Regards,

    Denis Wang


  •  116
    Kristof replied

    Hello Denis,

    You should contact with your server administrator to check the different log files which related to the webserver, for example the mod_security module logs, too see what cause this problem with the import.

    Best Regards,
    Kristof Molnar | Kreatura Support Team

  •   Denis replied privately
  •  116
    Kristof replied

    Hello Denis,

    Thank you for the answer!

    We would like to help you, but that belongs to the server administrator and so we don't have the tools from the outside to give more accurate tips on the cause of the error.

    Only they can see and make changes to the configuration and only they have the tools to even start debugging an issue like this. It shouldn't be surprising to them that in some cases, they need to take part fixing issues.


    Best Regards,
    Kristof Molnar | Kreatura Support Team