Couldn’t see pop up contents when editing

Dear @cedrickvisaone,

Please, deactivate/reactivate the plugin and recheck the results.

Hi Sygnoos Support,
Thank you so much for replying. Just saw your reply.
Tried it just now and cleared cache as well, but it still won’t show up.

Just to give a few information:

Plugin version – 3.61.1
Wordpress version – 5.2

Dear @cedrickvisaone,

Let’s check something in your popup.
Could you, please, try to select the content in your popup with Ctrl+A and see if there’s anything there?
Maybe you can share a screenshot before saving the popup and after?

Also, could you, please, create a couple of different types of popups, like HTML, Subscription and Image popup, save them?
Then go to the All popups section and see if they are saved in the correct types in the list?
Like this: https://prnt.sc/qxu9vj

Thank you in advance!

Thank you for replying.

Here are the different types of pop ups: https://prnt.sc/qzye83
They all saved correctly as different types.

Here’s the image pop up: https://prnt.sc/qzyb6l
It was able to select and save image.

Here’s the Subscription pop up: https://prnt.sc/qzycoh
I have selected all as well, nothing selected on the editor part.

Here’s our pop up that we use in our website: https://prnt.sc/qzyc6s
Pop up still works, but shows nothing when trying to edit (same as subscription, nothing in editor part)

Dear @cedrickvisaone,

Thank you for all the screenshots!

It would be very helpful if you could record your screen to show us the process in a video.
This is a really strange issue and we need to see the process in action, please.

Thank you @sygnoossupport

Yes, absolutely.
Here’s a screen recording of the issue with audio:
https://drive.google.com/open?id=1Xz1NINxjZQbzayO_SnJmjuHMqOBZW_5G

Please do let me know if there’s anything I can provide to help troubleshoot.

Dear @cedrickvisaone,

Thank you so much for the video, we saw the problem.

Now, to understand the reason for it, we need your system info and exported popups to do the troubleshooting on our side.

Here’s how you can share the system info: Retrieve the “System Information” file

Here’s how you can export the popups: How to Import/Export Popups

You may share the info to our support email if you are not comfortable with sharing publicly in the forum: [email protected]

Thank you in advance for cooperating!

Hi!
I just want to inform that I have sent an email last week with the attachments to [email protected] as instructed.

Thank you!

Dear @cedrickvisaone,

Could you, please, specify your email address via which you have contacted us?

Hi,
I sent my email to Alexa <[email protected]> via my email address [email protected]

Dear @cedrickvisaone,

We didn’t get your email, but we just contacted you so you can send us the files to check.