I created private ticket number #3359238 5 days ago and marked as urgent in the ticket subject. Tables and charts were not loading and 90% of my site pages have datatables created through your plugin. I had to disable charts to load tables properly on all pages.
I also created a test site and sent credentials for your team to investigate the cause. I did not get any response till date. I can understand I created the ticket on Saturday and there was a public holiday on 1st May on account of International Labour Day. In my country thursday is almost over. If you do not respond latest by tomorrow there will be again Saturday and Sunday when you people will not be working.
Don't you think somebody should look into Urgent requests from your paid customers especially when neither the table nor the charts are loading?
The tables just load fine in the backend but when coupled with the charts in the front end create issues. Also please check closed private ticket #3331595 where I raised concerns about chart not rendering while navigating between pages.
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.
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In regards to the holiday, yes , we made an extended break, in our country, Serbia, the 1st and 2nd of May are non working days,
but there are a lot of tickets which accumulated in this period, so once again my sincerest apologies for the waiting time.
We should be getting back to normal response times going forward.
We responded to the ticket #3359238 now, and going to proceed to follow through with the responses.
The access to the Test Site is not working for some reason, please respond to that ticket and we will proceed on it.
-
2. In regards to the caching issues and the chart pagination not loading data ideally for your use-case,
This is not an issue, but it is the default behaviour/logic of how our charts load pagination from tables.
As we already explained, this is how pagination for charts works :
The charts are being created based on tables.
If the table is server-side enabled, then only the rows shown in the table's first page will be loaded on the chart.
If the table is non-server-side, the chart will load all the rows of the source table,
unless if we enable "Follow table filtering" with the table on the same page - then the chart follows the table pages "on the fly", when you change the table page, the chart will follow.
-
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.
"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."
I clearly mentioned that this ticket is created since I did not get response for more than 5 days. So this is not a duplicate ticket but was just a reminder.
We definitely discussed the caching issue and why I brought it here for the reasons as under :-
1. The behaviour of charts for logged in and logged out users were different.
2. The behaviour of the charts for server side enabled and not enabled were different also.
3. I brought this here because the charts were responsible for tables not loading and I wanted to check whether there is any connection between my previous ticket and the newly created ticket.
The whole idea to create public ticket was to get a quick response from you people so that I can bring back the charts again on website. Sorry, if you felt so bad but I still maintain that replying to an Urgent Support Ticket after 5 days needs improvment. Thanks for your response.
No problem, we absolutely understand, and you are right, our response times have been extremely slow for this time period, my sincerest apologies for that.
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I just stated our standard procedure for opening multiple tickets for same subjects, because we already covered all of these subjects on the other tickets, but i can completely understand what you mean.
-
Yes, all of these issues you stated are mainly due to our issue we have with server-side processing combined with caching on pages with charts that pull data from tables with server-side processing.
1. The behaviour of charts for logged in and logged out users were different.
- That should not happen, our plugin should be the same for logged in and logged out users.
We are not able to reproduce that on any of our Test sites, but we had users with that issue before.
Basically, whenever out tables or charts behave differently compared between logged in and logged out users, that is not an issue caused by our plugin, but something else on the site,
might be wrong configuration by a security or Membership plugin, or security settings/ permissions on the hosting server.
wpDataTables is a WYSIWYG (What You See Is What You Get) concept-based plugin. This means that the tables and charts should look and behave the same both in the back-end and in the front-end.
And it should be the same behaviour for logged in or logged out users.
If your front-end table looks and behaves differently than in the back-end, ( or for logged versus non-logged users), this usually implies that there is another plugin (or the current theme) that's changing the behavior of our plugin.
Please deactivate all other plugins except for our plugin, refresh the page where the issue is,
and see if it is resolved (it should be).
If it is, then start activating other plugins one by one, and after each activation refresh the page to see if the issue occurred.
Once it does reoccur, you will have found the plugin causing the issue.
( But, we just responded to the other private ticket and we are not able to reproduce any issues you described, i suggest we proceed there)
2. The behaviour of the charts for server side enabled and not enabled were different also.
Yes, this is not an issue, but a default behaviour of our charts.
As we already explained, this is how pagination for charts works :
The charts are being created based on tables.
If the table is server-side enabled, then only the rows shown in the table's first page will be loaded on the chart.
If the table is non-server-side, the chart will load all the rows of the source table,
unless if we enable "Follow table filtering" with the table on the same page - then the chart follows the table pages "on the fly", when you change the table page, the chart will follow.
But on your site you had an additional issue since you combined caching with our server-side so we had the errors which we covered in other tickets.
3. I brought this here because the charts were responsible for tables not loading and I wanted to check whether there is any connection between my previous ticket and the newly created ticket.
- I can understand that, it will just be more efficient for us to cover each issue if we open a separate ticket and if we keep the issue on one ticket.
If it comes to escalation to our 2nd level Team or developers, they need to read the entire ticket, so it can become difficult to focus when the ticket becomes too long, or has multiple subjects together.
But again, we can completely understand where you're coming from, due to our late responses in this time period.
We will proceed to troubleshoot and advise on the Private Ticket No. #3359238.
At the moment, we tried logged as Admin and logged our users - and we are not able to see any issue,
for us the tables and charts load on both pages you pointed out on the said ticket.
We will proceed about these issues there, if that is OK with you.
I created private ticket number #3359238 5 days ago and marked as urgent in the ticket subject. Tables and charts were not loading and 90% of my site pages have datatables created through your plugin. I had to disable charts to load tables properly on all pages.
I also created a test site and sent credentials for your team to investigate the cause. I did not get any response till date. I can understand I created the ticket on Saturday and there was a public holiday on 1st May on account of International Labour Day. In my country thursday is almost over. If you do not respond latest by tomorrow there will be again Saturday and Sunday when you people will not be working.
Don't you think somebody should look into Urgent requests from your paid customers especially when neither the table nor the charts are loading?
The tables just load fine in the backend but when coupled with the charts in the front end create issues. Also please check closed private ticket #3331595 where I raised concerns about chart not rendering while navigating between pages.
Can you please look into it?
Attached files: wpdt.jpg
wpdt2.png
Hi, Suresh.
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.
-
In regards to the holiday, yes , we made an extended break, in our country, Serbia, the 1st and 2nd of May are non working days,
but there are a lot of tickets which accumulated in this period, so once again my sincerest apologies for the waiting time.
We should be getting back to normal response times going forward.
We responded to the ticket #3359238 now, and going to proceed to follow through with the responses.
The access to the Test Site is not working for some reason, please respond to that ticket and we will proceed on it.
-
2. In regards to the caching issues and the chart pagination not loading data ideally for your use-case,
we already covered this subject on ticket https://tmsplugins.ticksy.com//ticket/3331595/.
This is not an issue, but it is the default behaviour/logic of how our charts load pagination from tables.
As we already explained, this is how pagination for charts works :
The charts are being created based on tables.
If the table is server-side enabled, then only the rows shown in the table's first page will be loaded on the chart.
If the table is non-server-side, the chart will load all the rows of the source table,
unless if we enable "Follow table filtering" with the table on the same page - then the chart follows the table pages "on the fly", when you change the table page, the chart will follow.
-
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.
Kind Regards,
Miloš Jovanović
[email protected]
Rate my support
wpDataTables: FAQ | Facebook | Twitter | Instagram | Front-end and back-end demo | Docs
Amelia: FAQ | Facebook | Twitter | Instagram | Amelia 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
"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."
I clearly mentioned that this ticket is created since I did not get response for more than 5 days. So this is not a duplicate ticket but was just a reminder.
We definitely discussed the caching issue and why I brought it here for the reasons as under :-
1. The behaviour of charts for logged in and logged out users were different.
2. The behaviour of the charts for server side enabled and not enabled were different also.
3. I brought this here because the charts were responsible for tables not loading and I wanted to check whether there is any connection between my previous ticket and the newly created ticket.
The whole idea to create public ticket was to get a quick response from you people so that I can bring back the charts again on website. Sorry, if you felt so bad but I still maintain that replying to an Urgent Support Ticket after 5 days needs improvment. Thanks for your response.
Hi, Suresh.
No problem, we absolutely understand, and you are right, our response times have been extremely slow for this time period, my sincerest apologies for that.
-
I just stated our standard procedure for opening multiple tickets for same subjects, because we already covered all of these subjects on the other tickets, but i can completely understand what you mean.
-
Yes, all of these issues you stated are mainly due to our issue we have with server-side processing combined with caching on pages with charts that pull data from tables with server-side processing.
1. The behaviour of charts for logged in and logged out users were different.
- That should not happen, our plugin should be the same for logged in and logged out users.
We are not able to reproduce that on any of our Test sites, but we had users with that issue before.
Basically, whenever out tables or charts behave differently compared between logged in and logged out users, that is not an issue caused by our plugin, but something else on the site,
might be wrong configuration by a security or Membership plugin, or security settings/ permissions on the hosting server.
wpDataTables is a WYSIWYG (What You See Is What You Get) concept-based plugin. This means that the tables and charts should look and behave the same both in the back-end and in the front-end.
And it should be the same behaviour for logged in or logged out users.
If your front-end table looks and behaves differently than in the back-end, ( or for logged versus non-logged users), this usually implies that there is another plugin (or the current theme) that's changing the behavior of our plugin.
Please deactivate all other plugins except for our plugin, refresh the page where the issue is,
and see if it is resolved (it should be).
If it is, then start activating other plugins one by one, and after each activation refresh the page to see if the issue occurred.
Once it does reoccur, you will have found the plugin causing the issue.
( But, we just responded to the other private ticket and we are not able to reproduce any issues you described, i suggest we proceed there)
2. The behaviour of the charts for server side enabled and not enabled were different also.
Yes, this is not an issue, but a default behaviour of our charts.
As we already explained, this is how pagination for charts works :
The charts are being created based on tables.
If the table is server-side enabled, then only the rows shown in the table's first page will be loaded on the chart.
If the table is non-server-side, the chart will load all the rows of the source table,
unless if we enable "Follow table filtering" with the table on the same page - then the chart follows the table pages "on the fly", when you change the table page, the chart will follow.
But on your site you had an additional issue since you combined caching with our server-side so we had the errors which we covered in other tickets.
3. I brought this here because the charts were responsible for tables not loading and I wanted to check whether there is any connection between my previous ticket and the newly created ticket.
- I can understand that, it will just be more efficient for us to cover each issue if we open a separate ticket and if we keep the issue on one ticket.
If it comes to escalation to our 2nd level Team or developers, they need to read the entire ticket, so it can become difficult to focus when the ticket becomes too long, or has multiple subjects together.
But again, we can completely understand where you're coming from, due to our late responses in this time period.
We will proceed to troubleshoot and advise on the Private Ticket No. #3359238.
At the moment, we tried logged as Admin and logged our users - and we are not able to see any issue,
for us the tables and charts load on both pages you pointed out on the said ticket.
We will proceed about these issues there, if that is OK with you.
Thank you.
Kind Regards,
Miloš Jovanović
[email protected]
Rate my support
wpDataTables: FAQ | Facebook | Twitter | Instagram | Front-end and back-end demo | Docs
Amelia: FAQ | Facebook | Twitter | Instagram | Amelia 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