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  Public Ticket #3065761
New amelia version crashing
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  •  2
    Chris started the conversation

    Hi,

    I have a problem with the new version of Amelia that came with the new booking form released recently. Nothing on it works; it caused a critical failure on my wordpress; dashboards don't load, my settings don't load, the booking window itself doesn't load, all of my services are gone (hoping they're still there but they just don't load.)  I had to deactivate the Amelia plugin in order to access the booking page to make a note about the booking system not working.

    Is this something you're already working on? If so, will all my services/ settings/ appointments be restored automatically once the fix is out? Is there anything I can do from my side?

    More info: 

    • I had it working for 3 months prior to this update.
    • Automated Email I got after Amelia updated (Dated 03:51am today):
    4893345211.png
    2101637967.png
    • Settings gone (clicked on 'general', white window opened up instead of settings.):
    1929553363.png
    • All of my 20+ services gone:
    7320490150.png

    I hope for a quick solution as my business is hurting with no bookings.

    Kind regards,

    Chris

  •   Chris replied privately
  •  1,667
    Miloš replied

    Hi, Chris 

    My apologies for the delayed reaction time.

    -

    We will treat this with utmost urgency, as i can see it is affecting your business.

    Can you please tell me more details about the steps you took to update the plugin?

    If you perhaps deleted the plugin from the plugin list, and then manually added the new version; 

    did you check this setting was disabled before :

    3401968644.png

    That should always be unchecked like that, to keep all of the Amelia settings/bookings safe in the database.

    -

    This might also be a cache issue.

    Can you try to disable and delete Amelia from the plugin list ( but first check the mentioned setting to prevent deleting content);

    then purge all the cache from site and server.

    You can use any cache plugin such as W3 Total Cache, or similar;

    Then reinstall Amelia again + activate it;   purge all cache again;

    and tell me does this bring back all Amelia settings, and services?

    If not, we can take a remote look

    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.

    -

    Ideally, if you could also provide us with astaging site, along with WP-admin (Administrator) user, FTP, and the database, so our developers can debug the plugin, and see what's going on?

    If you're not able to provide us with a staging site, can you clone your website?

    If yes - I'll ask you to install the Duplicator plugin. It will generate a couple of files that you can send me (along with the log-in credentials), and then I can create an exact copy of your website, see what the issue is and try to resolve it.

    The Duplicator plugin can export only up to 500MB of data, so if your site is bigger than that, please use the All-in-One WP Migration plugin.

    Please note that the files will be too large to attach to the ticket, so you can upload them via wetransfer.com and just send me the link.

    Kind Regards, 

    Miloš Jovanović
    [email protected]

    Rate my support

    wpDataTables: FAQ | Facebook | Twitter | InstagramFront-end and back-end demo | Docs

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  •  1,667
    Miloš replied

    Hi, Chris

    I just want to make a correction here.

    Because you already stated the settings won't give you anything on the screen;  of course, you won't be able to check to disable the "delete Amelia content",  so perhaps first only try to disable Amelia,  

    clear all cache,

    then re-activate it,  purge all cache again;

    and if the issue persists, we can remote in for you to take a look.

    Kind Regards, 

    Miloš Jovanović
    [email protected]

    Rate my support

    wpDataTables: FAQ | Facebook | Twitter | InstagramFront-end and back-end demo | Docs

    Amelia: FAQ | Facebook | Twitter | InstagramAmelia demo sites | Docs | Discord Community

    You can try wpDataTables add-ons before purchasing on these sandbox sites:

    Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables

  •   Chris replied privately
  •  1
    Samuel replied

    I have the same exact problem, white screen in general settings, no services, no employees, and can't see anything about my customers. Cleared cache, deactivated (unchecked the delete data option first). Deleted plugin and re-added it but couldn't activate it because white screen in settings persisted. Before this I deactivated my other plugins and re-added one at a time while checking for changes after each one but this didn't help. Reverted back to an older version of wordpress and even had my host backup my site to a day earlier but nothing has helped. This entire problem happened before I attempted to update to the new version. When I attempted to update to solve the issue I got an error 500. I've had the plugin for about three months and haven't changed any settings for several weeks. Today had several uncomfortable phone calls from customers and tomorrow will be more of the same, I'm sure. Hope you guys can get this figured out, Good luck on this, Chris! You're not alone on it.

  •  1,667
    Miloš replied

    Hey, Chris 

    We isolated a conflict after further investigation,

    there is some kind of conflict with another plugin called Bluehost. This is happening to several users.

    Our developers are working to make a permanent fix.

    For the time being, at first, they will give us a temporary function that will be implemented directly on your FTP,  this is going to allow you to activate Bluehost on your site, but it will only exclude it from pages with Amelia.

    We will give you instructions for that very soon.

    -

    5873780766.png

    As soon as i disable this plugin, all your Services and Amelia functionality is back.

    1889919387.png


    But on the affected sites, if i re-activate Bluehost plugin, it makes a conflict with Amelia again, and all Amelia data "temporarily disappears".

    4029716635.png

    Right now, if you don't crucially need this plugin, please disable it, and Amelia will work without issues until we fix the conflict,

    and we will keep you posted, as soon as the devs create the temporary solution, we will immediately notify you of it.

    Kind Regards, 

    Miloš Jovanović
    [email protected]

    Rate my support

    wpDataTables: FAQ | Facebook | Twitter | InstagramFront-end and back-end demo | Docs

    Amelia: FAQ | Facebook | Twitter | InstagramAmelia demo sites | Docs | Discord Community

    You can try wpDataTables add-ons before purchasing on these sandbox sites:

    Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables

  •  2
    Chris replied

    Hey Miloš,

    Really great work! I can see that Bluehost is disabled and that Amelia now has all the info back as it should do, thank you so much! :)

    'Bluehost' in general is the hosting service I use to host my website in; their plugin comes pre-installed with each of their wordpress sites so I imagine every single person hosted on Bluehost has this plug-in enabled and must be effected. (It was one plugin I was dreading to turn off as it does look crucial to my website!)

    The control panel on bluehost provides a lot of the security features, performance as well as updates so leaving it disabled does introduce some security risk I guess (no idea how big of a risk it is), so hopefully as you said you can work on a permanent fix and until then I will disable it, and I look forward to your next set of instructions.

    Again, great job and have a good weekend!

    Thanks,

    Chris

  •  1,667
    Miloš replied

    Hey, Chris 

    Sorry for the delay.

    You're welcome, i am happy to help.

    I am intensively checking in with our devs Team, they are working on a fix that might allow both plugins active on site.

    We will keep you posted with any new information on our progress.

    Thank you for your patience, and for helping me out on the other ticket.smile.png Much obliged.

    Kind Regards, 

    Miloš Jovanović
    [email protected]

    Rate my support

    wpDataTables: FAQ | Facebook | Twitter | InstagramFront-end and back-end demo | Docs

    Amelia: FAQ | Facebook | Twitter | InstagramAmelia demo sites | Docs | Discord Community

    You can try wpDataTables add-ons before purchasing on these sandbox sites:

    Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables

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