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  Public Ticket #3154176
Can't submit License for Layerslider
Closed

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  • Marco van der Linden started the conversation

    Hi,

    like other's I have my WordPress hosted at STRATO and like others I can't activate the License.
    I do get the same information as other users here which says:

    • An unexpected error occurred. Please try again later. If this error persist, it’s most likely a web server configuration issue. Please contact your web host and ask them to allow external connection to the following domain: repository.kreaturamedia.com. If you need further assistance in resolving this issue, please visit layerslider.kreaturamedia.com/help/

    STRATO as a hosting Provider won't help with this issue - they told me, it's more likely a failure with the plugin because they can't change settings on their Webservers.
    It was just 1st lvl Helpdesk - and hey - he did a great Job - not!

    Any advice? 
    You can see the other mentioned users here:
    https://kreatura.ticksy.com//ticket/3143909/ or
    https://kreatura.ticksy.com//ticket/3142536/

    Thank you very much

    Marco van der Linden

  •  68
    John replied

    Hi Marco,

    Thank you for getting in touch with us. My name is John, and I'm happy to assist you today.

    I'm sorry to hear that you're having difficulties registering your license and that STRATO doesn't really want to help. Over the years, we have had many reports about similar problems, and we dedicated a huge amount of time and resources to minimize these issues as much as possible. Whenever we found the source of these issues, it was almost always a web server configuration problem on the web hosting companies' side, and our recommendations have helped many customers. In the few times when we could improve something, we always did it with an update. For this reason, and the fact that LayerSlider is used on millions of websites without a problem, I'm sad to say that, in all likelihood, only STRATO would be able to help. Even if we could point out the specific setting that needs to change, they would be the only ones who can perform these changes. 

    The fact that they say they can't change server settings is discouraging and absolutely false. They might not want to change those settings , or the change would affect other websites on the same server (depending on the configuration), but that would still be an improvement for everybody. They should look for only a few key settings, and fixing these should be quick and straightforward. It's possible that their servers are correctly configured, and they would only need to allow our domain in a firewall or similar place.

    I can only say and offer the same things as with the other tickets. We can investigate this issue further if you provide us with a temporary WP admin login, but it's almost certain that fixing the issue would require STRATO's involvement. We can also offer to send you the downloadable templates so you can still access some of the benefits that come with your license until the issue is resolved.

    Best Regards,
    John | Kreatura Dev Team

  • Marco van der Linden replied

    Hi John,

    Thank you very much for your detailed answer!

    I think I provide necessary detailed login information in a private message.
    I didn't get the last sentence .. you can help manually .. wonderful!

    greetings, Marco

    PS: I still asking STRATO and am very exited of any further answer.

  •   Marco van der Linden replied privately
  •  68
    John replied

    Hi Marco,

    I've manually registered your license key on your site, allowing you to access license-required features. Please visit our accounts portal to access your downloads, including the latest version of LayerSlider and slider templates. You can find instructions there about manually updating the plugin and importing templates.

    Please let me know if I can help you with anything else.

    Best Regards,
    John | Kreatura Dev Team

  • Marco van der Linden replied

    Oh hi John,

    thank you a lot. I saw the registration but after I downloaded the actual Version 7.5.x it told me to Re-Register.

    Same problem as before :-I
    Could you please so kind a do this again manually? Strange behaviour - it's not an update to the 7.1.x? or? There are 2 Plugins now.

    Greetings,

    Marco

  •  68
    John replied

    I've re-registered your license again. I'm not sure what happened. Updating the plugin shouldn't cause this, and I expect this to be working correctly in the future. Please note that you should disable and remove the old version before manually installing the new one. Your sliders and settings are stored in the database and won't be touched, so you don't have to worry about temporarily removing the plugin.

    Best Regards,
    John | Kreatura Dev Team