We're Moving to a New Support Platform – Starting June 1st!

We’re excited to let you know that starting June 1st, we’ll be transitioning to a new support system that will be available directly on our product websites – Amelia, wpDataTables, and Report Builder. In fact, the new support platform is already live for Amelia and wpDataTables, and we encourage you to reach out to us there.

You'll always be able to reach us through a widget in the bottom right corner of each website, where you can ask questions, report issues, or simply get assistance.

While we still do not offer live support, a new advanced, AI-powered assistant, trained on our documentation, use cases, and real conversations with our team, is there to help with basic to intermediate questions in no time.

We're doing our best to make this transition smooth and hassle-free. After June 1st, this current support website will redirect you to the new "Contact Us" pages on our product sites.

Thanks for your continued support and trust – we’re excited to bring you an even better support experience!

Okay
  Public Ticket #3138734
Packages are gone
Closed

Comments

  •  3
    Hank started the conversation

    We skipped 5.2 update, But when updating from 5.1 to 5.3 in our dev site, the "Packages" functionality has disappeared.

    Is this a mistake, or did something change that I don't know about?



  •  1,712
    Marko replied

    Hello Hank,

    Thank you for reaching out to us.

    This look like a caching issue. Please just purge the cache from the site and the packages should reappear. 

    Looking forward to your reply.

    Kind Regards, 

    Marko Davidovic [email protected]

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  •  3
    Hank replied

    Hi Marko,

    Thanks for the reply.

    We purged the WP Engine cache, but it didn't seem to make any difference. Nothing has changed.

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  •  3
    Hank replied

    hello? anyone there?

  •   Miloš replied privately
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  •  3
    Hank replied

    Great. I have added you to that WP Engine account. You should get an email.

    So now you should have access to FTP and the database in the Development site.


  •  3
    Hank replied

    Adding you to WP Engine is the only way to give you access to the database.

  •  3
    Hank replied

    The fact that Packages are gone in the update is a major issue.

    Can someone assure me that you're working on this, please? 

  •   Miloš replied privately
  •  3
    Hank replied

    OK, thank you. 

    Can you tell me what the issue was incase this happens again?

  •  1,894
    Miloš replied

    Hi, Hank 

    As you saw, as soon as i checked the WP-Admin yesterday, i was not able to see the issue at all, so i can't say with 100% certainty;

    but just from experience -  issues like this that happen during updates,  most of the times they can be down to two things,

    1. either due to bad permission settings on your WordPress server.

    If you wish to prevent that in the future, you can ask your hosting support to make sure that our plugin has full read/write permissions for the WordPress folder on your server;


    2. and another thing that might happen is caching issue.

    -

    So what you can do during updates, just to be safe, is to firstly deactivate Amelia, 

    clear cache, 

    activate Amelia, 

    clear cache again. 

    You can clear cache with the plugin such as "W3 Total Cache" or any other, also clear your browser cache and cookies.

    -

    If you check these 2 things during updates, i am confident that you should not experience anything like this again.

    Let me know if you have any questions. Thank you

    Kind Regards, 

    Miloš Jovanović
    [email protected]

    Rate my support

    Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps and floor plans, choropleth maps and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/

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  •  3
    Hank replied

    We just tried a fresh update and Packages are gone again.

    I don't understand this. Our customer is not happy. Very frustrating!!!!!!!


  •  3
    Hank replied

    For the record, here's what we've tried:

    1) Viewing the site in incognito mode in a separate browser.

    2) Clearing cookies and stored data for the site

    3) Clearing the WP Engine cache (following the pattern to deactivate, clear, then reactivate.)

    4) Setting the site to WP_CACHE = false and to SCRIPT_DEBUG = true

    We are not using any caching plugins. However, the client only sells packages and events, so if packages are missing after an update then their core product is unavailable, so it is important that this works predictably.

    I don't understand why a cache would cause a set of data that was present prior to the update to be gone after the update; shouldn't any existing cache still contain the prior data?

  •   Miloš replied privately
  •  3
    Hank replied

    Thanks for looking into it quickly.
    Our client's main product is Packages, so it needs to be stable.

    Thank you!

    Hank

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