Activation of plugin freezes website.

Hi @johnatanasoff Please excuse me while I have some words with the plugin author who’s replies are all about to be reviewed and redacted.

@aksingla I’ve deleted your offer to login to your user’s site. I’m am 100% sure you mean well but please never ask for credentials on these forums.

https://www.ads-software.com/support/guidelines/#the-bad-stuff

Now for the why: The internet is a wonderful place full of very nice people and a few very bad ones. I’m sure everyone here is very nice however, by giving some ones keys to your house you are trusting they wont steal anything. Likewise the person who takes the keys is now responsible for the house FOREVER.

If something was to go wrong, then you the author may well legally become liable for damages, which they would not normally have been as their software is provided without warranty.

Please be aware that repeatedly asking for credentials will result in us asking you to repeatedly stop before escalating up to the plugins team.

There are many ways to get information you need and accessing the user’s site is not one of them. That’s going too far.

• Ask for a link to the https://pastebin.com/ log of the user’s web server error log.
• Ask the user to create and post a link to their phpinfo(); output.
• Ask the user to install the Health Check plugin and get the data that way.
• Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
• Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again.
• Ask the user for the step-by-step on how they can reproduce the problem.

You get the idea.

Volunteer support is not easy. But these forums need to a safe place for all users, experienced or new. Accessing their system that way is a short cut that will get you into real trouble in these forums.

• This reply was modified 7 years ago by Jan Dembowski.

@jdembowski

Jan i understand; forum rules should be followed.
But isn’t @aksingla one of the plugin developers?
I would change the password so he can login, fix, and that’s it. Then i would change the password again. Plus i have the backup in case something goes wrong.
And the FTP server password is different!

You marked the thread as solved, but it’s not. Can it be reopened? What can be done?

• This reply was modified 7 years, 1 month ago by johnatanasoff.

But isn’t aksingla one of the plugin developers?
I would change the password so he can login, fix, and that’s it.

No. I’m sorry but any plugin or theme author or anyone who asks for login access to solve a problem is going too far and risks getting banned. It’s something that is taken very seriously here.

That’s why I posted this link.

https://www.ads-software.com/support/guidelines/#the-bad-stuff

It also is 100% unnecessary as indicated by the additional steps above.

If plugin authors do not wish to comply then that’s fine. They can removed their plugin from www.ads-software.com and do what they like on their own site. But if they are going to support users here then they will have to behave appropriately.

You marked the thread as solved, but it’s not. Can it be reopened? What can be done?

And no, I did not do that. The plugin author did.

You’re the original poster for this topic. You can mark it unresolved in the right side bar.

• This reply was modified 7 years, 1 month ago by Jan Dembowski.

@jdembowski

I understand!
Further support regarding this problem should be outside of WP forums then?
Asking because the safety inside WP forums for users makes sense!

I read this! https://www.ads-software.com/support/guidelines/#the-bad-stuff

• This reply was modified 7 years, 1 month ago by johnatanasoff.

@jdembowski

And no, I did not do that. The plugin author did.

You’re the original poster for this topic. You can mark it unresolved in the right side bar.

Thanks!

• This reply was modified 7 years, 1 month ago by johnatanasoff.

@jdembowski

Hi Jan,

Sorry calling you here, but i just want to share this and get your final thoughts.

I contacted https://www.slickpopup.com/ directly and suggested a teamviwer session.

They replied asking not only admin access but also FTP access; and i replied again if a teamviwer session was not possible.
They haven’t replied, and for some weird reason i cannot find the email in question!

Even if i gave them admin access wouldn’t it be enough to fix the issue, or FTP is also necessary?

I am asking to understand if they are playing a fair game and to be careful for the future.

I contacted https://www.slickpopup.com/ directly and suggested a teamviwer session.

They replied asking not only admin access but also FTP access; and i replied again if a teamviwer session was not possible.
They haven’t replied, and for some weird reason i cannot find the email in question!

Even if i gave them admin access wouldn’t it be enough to fix the issue, or FTP is also necessary?

We can’t say. We still stick to our strong suggestion not to give people this level of access.

@aksingla, As long as you continue to ignore our advice, you will remain on our moderator watch list and all your new posts will be under review until further notice.