Unable to access dashboard on wordpress

Hi @copiaurbietorbi,

Sorry to hear about that. Just to be sure, I suppose you can access the WP Admin dashboard but not able to access the Smush plugin page in the dashboard, correct?

In general, there shouldn’t be any such notice which should prevent access. I gave a quick test in my test server but wasn’t able to replicate any issues which would prevent access.

Possible to provide a screenshot of what exactly you notice on your side so that we can have a better idea?

Looking forward to your response, so that we could help get you sorted asap.

Kind Regards,

Nithin

Hi @copiaurbietorbi if you are unable to access your dashboard to deactivate, or activate a plugin, then the easiest way is to use the FTP method or even the phpMyAdmin database method, here is how to do that.

Hello folks,

Thank you for getting back to us so quickly.

First of all, Asmat, thank you for your help. We do have access to our wordpress dashboard. The problem is with the plugin’s settings (that we call dashboard too, maybe we should call it minidash :))

Nithin,

We tried to go to the plugin settings, but the ad we mentioned before appears and we cannot close it nor “go to settings” option when we click on it within the ad. You will find the screeshot we got here: https://imgur.com/a/TqKZroR?

Thank you for your help!

Hi @copiaurbietorbi,

Hope this message finds you well.

Thanks for sharing the image, Ultra Smush is a Pro feature, the screenshot you shared comes from our Smush Pro, if you have a membership with us kindly visit our support page at https://wpmudev.com/hub2/support.

If you don’t have a membership, please try removing the plugin and reinstalling the plugin using the WP dashboard Plugin manager.

Let us know the results.

Best regards,
Laura

Greetings Laura,

We followed your advise and we removed and re-installed the plugin but it keeps doing the same thing.

Thank you for your help!

Hi @copiaurbietorbi

Is there any cache plugin on the site or any server side cache/object cache? If so can you clear it all and see if that will give any positive result?

Also, would you please run a conflict test? Please deactivate all plugins except Smush and check if the problem is gone. If so, then enable all plugins one by one and find which one is having a conflict. If there is no positive result, switch to the default WordPress theme like 2019, and see if it works. Before this test, we recommend full site backup or running this test on the staging site.

Kind Regards,
Kris

Hello @copiaurbietorbi, if it was working before then I will suggest to rollback the plugin to the old version (the last one which was working before). Install, WordPress RolBack Plugin, and Roll back the plugin to it’s old version.

Thanks

Good day folks,

Thank you for getting back to us. We ran the conflict test you suggested and we couldn’t find any conflict with the plugins.

The problem with using the rollback plugin is that we don’t know what the oldest version is of your plugin that was working on our site.

Perhaps it is time to say goodbye to your plugin and test other available options.

Thank you for your help.

Hi @copiaurbietorbi

I hope you’re well today!

The “Ultra” optimization option was added in 3.14 release but it’s only a Pro feature and still the popup should close after clicking on the X (close) icon there:

https://app.screencast.com/2vb7lLh283ffZ?conversation=ymrQm8sjz49C27idxiW9DG

If it does not close and there is no conflict identified, it definitely means that there must be some sort of a bit “stubborn” caching involved; quite likely there’s some sort of persistent cache on server level or an object cache that’s not integrated with site.

Note please: Asmat’s suggestion to roll-back is not an official advice from us as plugin developers. While this and all other help and contribution is very welcome here, we’d never suggest rollback as an ultimate solution. We only suggest such things as temporary workarounds if we know that the issue is caused by some bug (to be fixed soon) in recent update and we usually would suggest downgrading one or two version back only. In this case downgrade would need to go as far as to 3.12 release. I’m sorry if this caused some confusion.

Getting back to the issue: I would strongly recommend double-checking with host about server-side cache but another solution is to add this line to the “functions.php” file of your active theme

add_filter( 'wpmudev_branding_hide_doc_link', '__return_true' );

It will hide that popup without disabling any other functions of the plugin.

Kind regards,
Adam

Hello Adam,

Thank you for your message.

We thought a similar solution as the one suggested by Asmat. Either way, we do appreciate his contribution.

As for your plugin:

We added the code and it removed the problem successfully.

Nevertheless,

The plugin dashboard allows the changes on the settings (one of them is choosing Super Smush to see a better site performace) and apparently save them properly. But when we checked, none of the changes made were saved.

Also,

The buttom “re-check images” is not responsive.

In short, we don’t have the issue we had before, but we cannot do anything else with the plugin.

We have cleared caches, deactivate and delete the plugin, install it and activate it again and also did everything else you suggested, but clearly doesn’t want to cooperate with us.

What do you suggest? Thank you for your help!

Hi @copiaurbietorbi,

Sorry to hear about the issues noticed. However, it sounds like the issue with the popup notice is resolved for now after adding the mentioned code and now the issue is with the “Re-check images” buttons, correct?

Did you check with your Hosting provider regarding the object cache as requested before?

Could you also please share a screenshot of what exact you notice on your side with the “re-check images” button?

Looking forward to your response.

Kind Regards,

Nithin

Good day Nithin,

We cannot share anything anymore as we deactived and deleted the plugin.

Even when the ad was removed and we couldn’t change the settings to try super smush, we noticed the optimization was of around 5% only.

If you want us to try again, then please do send us a link (not wordpress) where we can download a tested and clean plugin in our platform, as we are not changing/adding anymore code.

Thank you for your help and interest!

Hi @copiaurbietorbi

As mentioned above, as Ultra Smush is a Pro feature, and you’re still our valid member, please contact us via our platform here: https://wpmudev.com so we can review this case closer for you.

Kind Regards,
Kris

Hello Kris,

We checked the website link you sent, but it seems the only way to contact you for support is if you are paid customer.

Therefore, we thank you for your help. We will look into other choices while unistalling and deleting the plugin from our websites now.

Hi @copiaurbietorbi

As my colleague mentioned:

– you sent screenshot from Pro plugin – which is paid feature and it’s impossible for you to have access to it unless you are an active Member of WPMU DEV or you have plugin for some unauthorized 3rd-party source (which I don’t believe was the case)

– so if you had Pro member you must already have an active paid account with us, in which case you should be able to login to our site to get further help; that is, unless the plugin was installed for you and site connected to account of some other person (other Member of ours)

In any case, for Pro versions we can only provide support there and that’s not our policy but a strict requirement of this support forum (which we do not manage). I’m really sorry that we can’t help you a different way.

I can however tell for sure that plugins downloaded from here are secure and clean. The issues that you were experiencing must have been caused by some additional factor specific either to your site or to the server (a conflict of some sort, some “stubborn” server-side caching or similar).

—-

With that being said, I fully understand your decision to move over to a different solution and I respect it. Let me just state that if you ever decide to give it another go, please don’t hesitate to contact us and we’ll be happy to assist you further (for free version – here; for Pro version – via our own website).

Kind regards,
Adam