Hello Fred.

Thank you for your purchase.

Issues like this usually occur when there is a conflict either with the theme currently active on your website, or another plugin you have installed.

Can you please change the theme and see if the issue is resolved? If not, then please deactivate all other plugins except for our plugin, refresh the page where the issue is, and see if it is resolved (it should be). If it is, then start activating other plugins one by one, and after each activation refresh the page to see if the issue reoccurred. Once it does reoccur, you will have found the plugin causing the issue.

Hi again Fred

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Hi again Fred

You can use the email address from my signature, but please post the password and the log-in URL in the ticket, in a private response either way.

Thank you Fred, I successfully logged in.

I can't resolve the issue on my own, but I'm 90% certain that the Astra theme is causing this. The ticket has been forwarded to our developers and as soon as I hear from them I'll get back to you.

Sorry for the delay.

Hi again Fred.

I just heard back from our developers. The issue seems to be coming from the translated name of the add-on:

Can you please change it back to "Report Builder" where you changed it, purge all cache, and check again?

Hello again Fred.

The plugin's name was translated in ../wp-content/languages/plugins/ folder. I changed "Rapport Bouwer" to "Report Builder" and it works fine for now.

You should now be able to create reports normally.

I don't know who changed the name or how, but after it was replaced with the original name, it started working normally again.

You're welcome, Fred, glad I could help!

If you need some further assistance, please feel free to reach out to us.