i was today just changing some products and categories in Amelia and it crushed my site completely. I just see a part of the menu and a critical Wordpress error the rest of the screen is white.
If i deactivate Amelia the site runs fine again. If i deactivate all plugins except Amelia ist shows no more critical error but i see only a menu and a white screen.
Regarding to other posts here, we are not using woocomerce on that page and it's hosted at all-ink.com
I now disable Amelia but that will affect our business. No customer can book now. So i request urgent help.
Some information from Wordpress:
WordPress-Version 6.0.1 Aktives Theme: Divi Child (Version 4.9.11.1628878932) Aktuelles Plugin: Analytify - Google Analytics Dashboard Widget (Version 2.0.6) PHP-Version 8.0.20
Fehler-Details ============== Ein Fehler vom Typ E_ERROR wurde in der Zeile 237 der Datei /www/htdocs/w016db3f/wp-content/plugins/analytify-analytics-dashboard-widget/wp-analytify-dashboard.php verursacht. Fehlermeldung: Uncaught Error: Call to a member function get_option() on null in /www/htdocs/w016db3f/wp-content/plugins/analytify-analytics-dashboard-widget/wp-analytify-dashboard.php:237 Stack trace: #0 /www/htdocs/w016db3f/wp-includes/class-wp-hook.php(307): wp_analytify_dashboard_widget_inline_styles('') #1 /www/htdocs/w016db3f/wp-includes/class-wp-hook.php(331): WP_Hook->apply_filters(NULL, Array) #2 /www/htdocs/w016db3f/wp-includes/plugin.php(476): WP_Hook->do_action(Array) #3 /www/htdocs/w016db3f/wp-admin/admin-header.php(163): do_action('admin_head') #4 /www/htdocs/w016db3f/wp-admin/index.php(137): require_once('/www/htdocs/w01...') #5 {main} thrown
Google Analytik was obviously also an issue exact same time. So we deactivated all analytics plugins. But the error with Amelia is still there.
Firstly, I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets. I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.
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.
Would you be able to provide us with a staging 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.
Can you please disable the "Load Entities on page load" option on the Amelia/Settings/Activation page, test it out, and let me know if it works or not?
The issue was that there were shortcodes with the category parameter for categories that did not exist. I changed it to the shortcode with the category with the id of the category that exists and now the booking form is displayed.
In these cases, 99% of the time, this is an issue related to some hosting security measure and they are able to assist with this to get the problem resolved.
Can you please reach out to them and let us know if they were able to assist you with this issue?
there are no issues in the server log and my hoster all-ink says there is no security responsible for this. They requested me to start the WP debug mode what i did now for further investigations.
Sometimes it seem to work even if i'm not logged in, and then i try another device like my iPhone with firefox browser and it displays the Amelia tool in the wrong way. In fact that only the Amelia booking plugin seems to be affected i guess this is something from your side.
We are now nearly 2 weeks without booking system. If you cannot fix this issue we need to discuss about the upcoming renewal our subscription and find another solution. it is no longer acceptable that there is no progress in solving the problem.
Firstly, I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets. I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.
I have passed this issue to our level 2 support team and we will provide you with an update as soon as we have one.
Uroš it's been more than a week you have not able to resolve my issue and just dragging it by just either not responding or responding mostly once a day leaving the matter unresolved.
Also my Private and Public Tickets are getting blanked I can see you guys have responded to multiple tickets submitted after me I need Aleksandar to step into my issue TODAY AND GET THIS RESOLVED.
we lost another day. I'm loosing my patience. 2 Weeks now and no solution is unacceptable for a running business. Please get in touch and share your updates. If you cannot provide a proper support for your product, let ma know. Than i can stop wasting my time on WP Amelia and find another solution.
I expect an answer today and a final solution until tomorrow. We are not going into a third week without booking system.
Apologies for the delayed response, here is an update.
When you are logged in as an admin, go to the page where this issue is present, click on the WP Rocket button and then click on "Benutztes CSS für diese URL leeren". Please let us know if this worked for you.
I logged me in on safari, deleted CSS on the /termin page. And logged out. Now it first worked on Safari unlogged and Firefox, but not on Chrome and not on my IOS browsers.
We tested it out on Safari and we were able to see the proper display of the booking form on the front end.
Can you please disable CSS cashing through WP Rocket or combining of CSS files? If you need assistance with that, please reach out to WP Rocket and they should be able to assist you with this.
We're sorry you wish to cancel your subscription because of this, but please make sure to check with your hosting provider or an external professional before moving forward as you may face issues with other plugins as well.
We've shown you that the issue gets resolved when the CSS cache is purged from the page using WP Rocket. Also, while you're logged in, you can see the forms loading normally. Hence, the issue is not coming from Amelia, but something that's caching the page's CSS, and causing the old CSS to be loaded, or combined with something else. We can't say as WP Rocket is not our plugin, and we can only tell you what we already told you - when the page is cleared through this menu, it loads the form just fine:
Please check out the attached screen recording - you can see how the issue is easily resolved by clicking on clearing CSS used on the URL. To make it a permanent fix, you should prevent this page from ever being cached and from combining/minifying the cache. It's one of the CSS settings in WP Rocket that's causing this. Most likely the "Minified CSS" option you left enabled. Can you try disabling that?
I hope the screen recording will guide you in the right direction, so you'll change your mind about canceling the subscription and modifying the low rating you left on wordpress.org (I do apologize if that wasn't you who left that review), but in case it doesn't - you can cancel your subscription through our store.
thanks for the final tip that seems to solve this problem.
We could deactivate this only for this page. And we changed to the new booking form.
Amelia fits all of our needs for a booking tool. But in case it crashes it is very important to get quick and problem solving support. The actual respond time is far to long and i didn't had the impression that really someone used the admin logins to have a look on the problem earlier. We already cancelled the subscription but after getting it to run again, is there a chance to cancel the cancellation?
I reviewed my review on Wordpress and adjusted it a bit. Hope you can get along with it.
I completely understand what you mean, and I know how hard it is to fully understand the written word. I'm having that issue with our agents, who I see in the office, let alone customers who don't know us - they can't know if we really meant what we say, or if we really did what we say we did.
At the moment, we have agents onboarding to other projects, plus it's the holiday season, we're trying to implement some new stuff, and we've chosen summer to do all this since the ticket load is less than during the rest of the year.
I sincerely hope our response times will decrease significantly in the near future, but if you face any similar issues in the future, please feel free to write directly to me (you can use the email address from my signature), or use the chat beacon in the lower right corner of the screen. We don't provide live chat (yet), but we will respond as soon as we see the message there. Since there are a lot fewer chats, they are handled faster than tickets.
Unfortunately, we can't re-subscribe you once you cancel your subscription.
You can, however, purchase a new license now as we have a summer sale (20% on Amelia Basic, 25% on Amelia Pro, and 30% on Amelia Developer). Once you do that, you would only need to deactivate the old purchase code in Settings/Activation, and activate the new one.
Hi,
i was today just changing some products and categories in Amelia and it crushed my site completely. I just see a part of the menu and a critical Wordpress error the rest of the screen is white.
If i deactivate Amelia the site runs fine again. If i deactivate all plugins except Amelia ist shows no more critical error but i see only a menu and a white screen.
Regarding to other posts here, we are not using woocomerce on that page and it's hosted at all-ink.com
I now disable Amelia but that will affect our business. No customer can book now. So i request urgent help.
Some information from Wordpress:
WordPress-Version 6.0.1
Aktives Theme: Divi Child (Version 4.9.11.1628878932)
Aktuelles Plugin: Analytify - Google Analytics Dashboard Widget (Version 2.0.6)
PHP-Version 8.0.20
Fehler-Details
==============
Ein Fehler vom Typ E_ERROR wurde in der Zeile 237 der Datei /www/htdocs/w016db3f/wp-content/plugins/analytify-analytics-dashboard-widget/wp-analytify-dashboard.php verursacht. Fehlermeldung: Uncaught Error: Call to a member function get_option() on null in /www/htdocs/w016db3f/wp-content/plugins/analytify-analytics-dashboard-widget/wp-analytify-dashboard.php:237
Stack trace:
#0 /www/htdocs/w016db3f/wp-includes/class-wp-hook.php(307): wp_analytify_dashboard_widget_inline_styles('')
#1 /www/htdocs/w016db3f/wp-includes/class-wp-hook.php(331): WP_Hook->apply_filters(NULL, Array)
#2 /www/htdocs/w016db3f/wp-includes/plugin.php(476): WP_Hook->do_action(Array)
#3 /www/htdocs/w016db3f/wp-admin/admin-header.php(163): do_action('admin_head')
#4 /www/htdocs/w016db3f/wp-admin/index.php(137): require_once('/www/htdocs/w01...')
#5 {main}
thrown
Google Analytik was obviously also an issue exact same time. So we deactivated all analytics plugins. But the error with Amelia is still there.
Hello Andreas,
Thank you for reaching out to us.
Firstly, I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets. I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.
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.
Looking forward to your reply.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
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no more support?
That is really annoying that nobody takes care on this problem. What happens to the support team?
Is someone awake?
Hello Andreas,
Would you be able to provide us with a staging 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,
Uros Jovanovic
[email protected]
Rate my support
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Hello Andreas,
Thank you for that. I have passed this to our developers and will provide you with an update as soon as I have one.
Thank you for your patience.
Kind Regards,
Uros Jovanovic
[email protected]
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Hello Andreas,
When we tried to navigate to the FTP at w016db3f.kasserver.com/, we get the following screen:
Also, can you please try and lower the version of PHP on your website to 8.0.8, test it out and let us know if it works or not?
Looking forward to your reply.
Kind Regards,
Uros Jovanovic
[email protected]
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Hi Uros,
if i try to klick just the server url i get the same result. When i use Cyberduck on my Mac i can connect to ftp - please try with a ftp client.
I have actually chosen 8.0 i can only upgrade to 8.1
I've updated to 8.1, cleared the cache but it doesn't solve the problem.
screenshot error with php 8.1
Hello Andreas,
Thank you for the update.
I will have this passed to our developers and will provide you with an update as soon as we have one.
Thank you for your patience.
Kind Regards,
Uros Jovanovic
[email protected]
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Hello Andreas,
Thank you for your patience.
Here is an update.
Can you please disable the "Load Entities on page load" option on the Amelia/Settings/Activation page, test it out, and let me know if it works or not?
Looking forward to your reply.
Kind Regards,
Uros Jovanovic
[email protected]
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Hi Uros,
deactivated this, emptied cache and CSS.
Now it seems that it doesn't crashed the site. But i get another error.
I've checked that there is an employe and it's still connected to the services.
Hello Andreas,
Can you please test it out now and let us know if it works or not?
Looking forward to your reply.
Kind Regards,
Uros Jovanovic
[email protected]
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HI Uros,
many thanks. Now everything works fine again.
Could you tell me what the problem was? Anything i should avoid? Or something i can try if this happens again?
A.
Hello Andreas,
The issue was that there were shortcodes with the category parameter for categories that did not exist. I changed it to the shortcode with the category with the id of the category that exists and now the booking form is displayed.
Kind Regards,
Uros Jovanovic
[email protected]
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Okay. We deleted categories and services because we wanted to reorganise our services.
Did we something wrong? Just want to understand for eventual future changes?
Thanks very much for fixing this issue!!
Hello Andreas,
Thank you for that.
In these cases, 99% of the time, this is an issue related to some hosting security measure and they are able to assist with this to get the problem resolved.
Can you please reach out to them and let us know if they were able to assist you with this issue?
Looking forward to your reply.
Kind Regards,
Uros Jovanovic
[email protected]
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Hi Uros,
there are no issues in the server log and my hoster all-ink says there is no security responsible for this. They requested me to start the WP debug mode what i did now for further investigations.
Sometimes it seem to work even if i'm not logged in, and then i try another device like my iPhone with firefox browser and it displays the Amelia tool in the wrong way. In fact that only the Amelia booking plugin seems to be affected i guess this is something from your side.
HI Uros,
any updates?
We are now nearly 2 weeks without booking system. If you cannot fix this issue we need to discuss about the upcoming renewal our subscription and find another solution. it is no longer acceptable that there is no progress in solving the problem.
Andy
Hello Andreas,
Firstly, I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets. I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.
I have passed this issue to our level 2 support team and we will provide you with an update as soon as we have one.
Thank you for your patience.
Kind Regards,
Uros Jovanovic
[email protected]
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Uroš it's been more than a week you have not able to resolve my issue and just dragging it by just either not responding or responding mostly once a day leaving the matter unresolved.
Also my Private and Public Tickets are getting blanked I can see you guys have responded to multiple tickets submitted after me I need Aleksandar to step into my issue TODAY AND GET THIS RESOLVED.
Hello Jay,
We have just responded to your ticket with a detailed explanation.
Please check it out and we will continue our conversation on the other ticket.
Kind Regards,
Uros Jovanovic
[email protected]
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An I have responded back to you as well.
Hey Uros,
we lost another day. I'm loosing my patience. 2 Weeks now and no solution is unacceptable for a running business. Please get in touch and share your updates. If you cannot provide a proper support for your product, let ma know. Than i can stop wasting my time on WP Amelia and find another solution.
I expect an answer today and a final solution until tomorrow. We are not going into a third week without booking system.
Andreas
Hello Andreas,
Apologies for the delayed response, here is an update.
When you are logged in as an admin, go to the page where this issue is present, click on the WP Rocket button and then click on "Benutztes CSS für diese URL leeren". Please let us know if this worked for you.
Looking forward to your reply.
Kind Regards,
Uros Jovanovic
[email protected]
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Hi Uros,
i already tried this, but i did now again.
I logged me in on safari, deleted CSS on the /termin page. And logged out. Now it first worked on Safari unlogged and Firefox, but not on Chrome and not on my IOS browsers.
So that did not work
Hello Andreas,
This is the display when I cleared cache on Chrome.
Can you please do the same on iOS browsers and let me know if it works or not?
Looking forward to your reply.
Kind Regards,
Uros Jovanovic
[email protected]
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HI Uros,
i tried with clear cache on IOS safari and on a private tab in Firefox IOS.
Both times i get this result.
This issue is still not fixed.
Hello Andreas,
Thank you for clearing that up.
We tested it out on Safari and we were able to see the proper display of the booking form on the front end.
Can you please disable CSS cashing through WP Rocket or combining of CSS files? If you need assistance with that, please reach out to WP Rocket and they should be able to assist you with this.
Looking forward to your update.
Kind Regards,
Uros Jovanovic
[email protected]
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Hi Uros,
i excluded the /termin page in wp rocket. CSS will not be combined.
I still have the same issue. It's not working. I'm very disappointed about the poor support.
Where can i cancel my subscription?
Hello Andreas
We're sorry you wish to cancel your subscription because of this, but please make sure to check with your hosting provider or an external professional before moving forward as you may face issues with other plugins as well.
We've shown you that the issue gets resolved when the CSS cache is purged from the page using WP Rocket. Also, while you're logged in, you can see the forms loading normally. Hence, the issue is not coming from Amelia, but something that's caching the page's CSS, and causing the old CSS to be loaded, or combined with something else. We can't say as WP Rocket is not our plugin, and we can only tell you what we already told you - when the page is cleared through this menu, it loads the form just fine:
Please check out the attached screen recording - you can see how the issue is easily resolved by clicking on clearing CSS used on the URL. To make it a permanent fix, you should prevent this page from ever being cached and from combining/minifying the cache. It's one of the CSS settings in WP Rocket that's causing this. Most likely the "Minified CSS" option you left enabled. Can you try disabling that?
I hope the screen recording will guide you in the right direction, so you'll change your mind about canceling the subscription and modifying the low rating you left on wordpress.org (I do apologize if that wasn't you who left that review), but in case it doesn't - you can cancel your subscription through our store.
Kind Regards,
Aleksandar Vuković
[email protected]
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Hello Aleksander,
thanks for the final tip that seems to solve this problem.
We could deactivate this only for this page. And we changed to the new booking form.
Amelia fits all of our needs for a booking tool. But in case it crashes it is very important to get quick and problem solving support. The actual respond time is far to long and i didn't had the impression that really someone used the admin logins to have a look on the problem earlier. We already cancelled the subscription but after getting it to run again, is there a chance to cancel the cancellation?
I reviewed my review on Wordpress and adjusted it a bit. Hope you can get along with it.
Hey Andreas
I completely understand what you mean, and I know how hard it is to fully understand the written word. I'm having that issue with our agents, who I see in the office, let alone customers who don't know us - they can't know if we really meant what we say, or if we really did what we say we did.
At the moment, we have agents onboarding to other projects, plus it's the holiday season, we're trying to implement some new stuff, and we've chosen summer to do all this since the ticket load is less than during the rest of the year.
I sincerely hope our response times will decrease significantly in the near future, but if you face any similar issues in the future, please feel free to write directly to me (you can use the email address from my signature), or use the chat beacon in the lower right corner of the screen. We don't provide live chat (yet), but we will respond as soon as we see the message there. Since there are a lot fewer chats, they are handled faster than tickets.
Unfortunately, we can't re-subscribe you once you cancel your subscription.
You can, however, purchase a new license now as we have a summer sale (20% on Amelia Basic, 25% on Amelia Pro, and 30% on Amelia Developer). Once you do that, you would only need to deactivate the old purchase code in Settings/Activation, and activate the new one.
Kind Regards,
Aleksandar Vuković
[email protected]
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