Hi, John .

My apology for replying late to your initial ticket.

I can see that this is a duplicate ticket, and we already covered this topic in another ticket:

https://tmsplugins.ticksy.com/ticket/3238532/

For future reference, please don't open multiple tickets with the same topic, as it wastes your and our time trying to either find a response twice (if, for example, my colleague responded on another ticket already) or inform you that the ticket has been submitted more than once.

We go through tickets in the order in which they are received and/or responded to, so creating multiple tickets will only increase our queue, it will not speed anything up. We try to be as fast as possible, so thank you for your patience.

If you have any questions or concerns about another topic, please feel free to open a new ticket, and we'll gladly help you out.

Thank you for your understanding.

Hi, John.

Apology for the waiting time, we had our weekend break.

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I would like to remotely take a look at your setup, if that's OK.

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, John.

Thank you for this update with more details in general about the Elementor Cloud WordPress hosting,

and what you have done so far to troubleshoot this issue.

If you have successfully downloaded the backup of the site/ or a cloned version of the site and installed it on localhost,

and if this way everything works as it should, then yes, something is definitely pointing to an issue coming from the Elementor Cloud hosting / the server where the site is on...

I will get help from our senior Team, and if needed, we will also download a duplicated/cloned version of the site to do some testing on our end, as well.

I will keep you posted on our progress.

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If it turns out that it's the same result for us when we try installing the site duplicate/ if everything works without errors that way,

then our devs should investigate the setup on the site on the live server.

To save some time,  i think it will be best to get that access right away, if we need it later on.

Could you please grant us credentials for the site FTP credentials?

And for the database access -  if you can send me an URL with credentials for PHPMyAdmin, or  access to the hosting panel.

Of course, make sure to send any confidential data in a PRIVATE reply.

Thank you.

Hi, John.

Thank you very much for the update with more details,

and for the access to Staging.

I am able to log in the WP-Admin, and sadly i see exactly the same behaviour, if i try any sub-settings page, such as Activation, the same console error appears.

We will have to escalate this with our developers.

They will provide advice if it is currently possible to use our plugin with the Elementor Cloud environment at all, or if that is something we need to work on.

As soon as they advise, i will report back right away and i will let you know if they need any additional access.

Thank you for your patience.

Hi, John.

Just wanted to let you know that we are still working on this.

We will keep you posted on the progress and if we need any additional details or access from your end.

Thank you for your patience and cooperation.

Hi, John.

We went through all details with our senior 2nd level Support Team as well as our developers.

I will be completely honest with you.

In the past, we already had a couple of other users who tried to use our plugin with Elementor Cloud hosting.

Each time we gave it our best efforts and so far, unfortunately, mostly due to their hosting support not cooperating with our users,

and for the lack of available access to FTP/Hosting Panel, 

( for example, in one situation, we found a couple of scripts that might have been the root of an issue from their server for one user,

but their hosting support refused to assist our user in dequeuing said scripts, so the user gave up);

for the time being, the best advice we can give you is to consider changing the hosting provider,

if using our plugin is crucial for you.

We will do our best to somehow communicate with Elementor Cloud hosting and to find some solution with them,

as you pointed out ( and we got the same feedback from other users) that their support is not very cooperative in terms of troubleshooting with our plugin for the moment,

which is why I can't say a realistic ETA how long that might take and how much they will be willing to cooperate from their end in order to make that hosting viable for our plugin;

If you wish to consider switching to a different hosting,  you can check out this recommended page :

How to Choose the Best WordPress Hosting in 2023 (Compared)

Of course, we will be here to do our best to assist you along the way,

let us know if you have any additional questions.

Hi, John.

No problem, i am happy to advise as much as possible, i will also thank our developers for their help in providing additional checks.

We will still do our best to find a way to work towards getting our plugin properly working with Elementor Cloud hosting in the future,

but for the time being, it is like that.

You are absolutely right, and we completely understand the need for this refund,

and of course, we hope that you will return to us soon as a premium user again.

I am passing this to our billing Team, they will check everything from their end and i will inform you about the refund as soon as they respond.

Thank you.

Hi, John.

Just wanted to confirm that we have refunded both wpDataTables and the Powerful Filter add-on.

You will receive the funds in the next couple of days.

Of course, we will be here if you have any questions. Thank you.

Hi John,

I just wanted to advise our developers fixed the issue with Elementor Cloud Hosting, so now our users who are on that hosting can switch between tabs in the wpDataTables back-end without having any errors.

This fix has been added in our latest version 6.6.1, released at 07.08.2024.

I realise a lot of time has passed since we last communicated, but just wanted to let you know, so I hope you might give our Plugin another chance.

Our Support will certainly be here if you require any assistance or have any questions.

Thank you.