Bug Incident Report Turnaround Time?

  • I put in a bug report Saturday after the upgrade completely brought down my site and I have yet to hear anything. I know the upgrade has caused a lot of issues, but what is the approximate turnaround time for support? I purchased Pro less than two weeks ago.

    A quick recap – I was having issues adding new galleries and had no icon to do so. I deactivated then reactivated all my plug-ins and eventually got it to work,

    I then upgraded to the new NextGEN and every link on the site kicked users back to the home page (IE nothing worked). The site would only function if NextGEN was disabled, but I would have no galleries (site currently has over 500 of them). I attempted to rollback and that did not fix it. Deactivating the others, then reactivating, nothing. As long as I activated NextGEN my links were all dead.

    To my error, I deleted and reinstalled NextGEN, and viola, it worked, but my gallery database was gone. All my galleries, etc are on my FTP site, but the DB to link them is gone.

    Is there anyway to help? I have already sent a guest log in for inspection/help.

    Thanks!

    https://www.ads-software.com/plugins/nextgen-gallery/

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Contributor photocrati

    (@photocrati)

    @imcbparker: The response time is depending on the severity and commonness of the issue. More severe or more common, and we’re responding more rapidly.

    Given what you’re describing we definitely should have been back to you already. It must have just gotten lost in the volume. I’ll go look for your ticket and respond there.

    Thread Starter ImCBParker

    (@imcbparker)

    Thank you! I will gladly help retype up a database, but I just need some direction. As I stated, all of my galleries are still on my FTP.

    The site again was CBLindsey.com

    Plugin Contributor photocrati

    (@photocrati)

    Hi again – I just found your email. I actually did reply personally to that one 4 days ago. Now I recall the issue and your site. Unfortunately, uninstalling does remove the galleries and there’s no easy or automated way, even if you have all the galleries backed up and now replaced on your server, to just reestablish them fully within your NextGEN interface.

    As I mentioned in the email, you are really going to need to recreate the galleries. The most efficient way to do that, since you have the galleries all there, is just to use the folder import function on Gallery > Add Gallery/Images. Just create a new gallery, and import each folder of images.

    If you can (may not be feasible) try to import them in the same order as you created them originally. That will ensure that all gallery ids, etc, match up to any existing short codes.

    You have my sincere apologies on this. This is the very worst thing I feel I can see happen to a user. The only condolence in your case is you still have all the images together and organized by gallery, so it’s straightforward, if very tedious to recreate them.

    For what it’s worth, your original email and couple like it are the main reason that, as of 2.0.10, we’ve actually removed the Reset / Uninstall buttons entirely from the NextGEN options panel.

Viewing 3 replies - 1 through 3 (of 3 total)
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