Hello Anne-Camille,

Thank you for reaching out to us.

We do not have any such bugs in Amelia but we can test this out. But we would need admin access and we would need to update Amelia to the latest version so that we can take a closer look of the issue.

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. 

Hello Anne-Camille,

No worries, we are here for you when you have the time. I consulted with my colleagues and it would be better to send us a staging site so that we can test it out. Since this is a live site and we have to update Amelia to the latest version so that we can debug the issue on your site.

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.

Looking forward to your reply. 

Hello Anne-Camille,

We have forwarded your ticket to our level 2 agents and as soon as we get some feedback from them we will contact you immediately.

Hello Anne-Camille,

You are most welcome, as soon as they send us feedback we will contact you on this ticket. 

Hello Anne-Camille,

We just got the feedback from our colleagues and they have told us that we could not import the duplicated site. There is an error. Can you send us a staging site instead?

Looking forward to your reply. 

Hello Anne-Camille,

This was forwarded to our developer and they just told us that there is an error and that they need a staging site. Can you please create a staging site so that I can forward this to them?

Looking forward to your reply. 

Hello Anne-Camille,

I will check this with my colleagues once again.

Talk to you soon. 

Hello Anne-Camille,

We just got the feedback from our colleagues and they have told us that the file you sent is stuck on 95% and we can't make it work, we copied our tables from that project to a working one (with a 6.2.3 version of our plugin) and everything is working fine. It might be a plugin conflict, maybe we can try and make an All-in-one copy on our own from your site?

Looking forward to your reply. 

Hello Anne-Camille,

Thank you for this I will forward it to my colleagues again. 

We wish you all the best.

Have a nice day. 

Hello Anne-Camille,

You can download Amelia from your profile this link https://we.tl/t-iG2ylWXkfI

We are sending you a short instruction on how to update Amelia to the latest version.

Go to Amelia Settings/Activation, and make sure that the "Delete Amelia content" slider is disabled. 

Then, go to your Plugins section and deactivate the plugin. If you're using WordPress 5.8+, you'll be able to go to the Plugins section/Add New, and upload the file you previously downloaded.

When you upload the file, WordPress will inform you that you're replacing the plugin with the new version, so just confirm that. After the plugin is installed, activate it, and make sure to purge all cache from your website.

Hope this helps. In case it doesn't you would need to create a staging and send it to me so that I can send it forward to out developers.

Looking forward to your reply. 

Hello Anne-Camille,

We just got the feedback from our colleagues and they have told us that ask for FTP access so that we can manually update the plugin, or ask for an error log. There is a possibility that some files were not copied during the plugin update. The copy we made of your site is not working locally.

Looking forward to your reply. 

Hello Anne-Camille,

Thank you for this I will forward it to my colleagues again. 

We wish you all the best.

Have a nice day. 

Hello,

We apologize for taking a little longer to respond to your ticket. Unfortunately not yet.

As soon as we get some new feedback from them we will contact you. Your patience is highly appreciated. 

Hello again,

We have released 6.3 version of Amelia and this should be fixed in 6.3 version. Please try that and let us know how it goes. Just in case after an update make sure to purge the cache form the site.

Hope this helps. 

Looking forward to your reply. 

Hello Anne-Camille,

You are most welcome, and we are glad that we were able to help you. If you have any more questions please open another ticket and we will gladly help you there.

We wish you all the best.

Have a nice day.