Divi – Not auto flushing cache.

Hey @sean-h

You’re in a very abnormal situation, which means there’s actually a HIGHER burden on you. As the host AND the developer, you have to not only do right, but LOOK like you’re always doing right.

Sadly what happened is you made it appear as if credentials had been shared, which suggests to people who aren’t aware of the whole situation that THEY could do it. We rely on people like you to make sure folks don’t get the wrong impression and regretfully this one really did look weird and confusing.

This is a case where the best fix would have been to redirect your user to the Siteground help system, as they’re both your user (of the plugin) and client (of the host).

I’m going to go back through the posts and see what we can restore to make this more helpful to all involved, but remember since these ARE your clients and users, it’s okay to ask them to open a help ticket on your system so you can help them properly and not worry about sharing any info or appearing to do anything wrong.

And to be clear, you didn’t do anything wrong. It just looked like you did.

Ain’t that fun? ?? Sorry about the confusion.

Hey @ipstenu

I think you have it wrong. I’m a client of Siteground and the plugin in question, not the developer of said plugin.

You are right about one thing though, this is a somewhat unique situation, in that some of the authors of the SG Optimiser plugin are also root admins at Siteground itself, so again, they don’t need to ask for login credentials as they already have them.

Also, when us users of the SG Optimiser plugin ask for support, we often get pointed right here and not to SG support itself.

One other thing, for the record. The SG Optimiser plugin has only just been recently opened up for use on any host, in which case the authors will not have access to the sites that use it, unless they are on Siteground.

• This reply was modified 2 years, 9 months ago by Sean.

Ah my bad, thank you for correcting me! I should have pinged @pdosev

That’s… an interesting case you explain and now even messier ?? The good news? I’m familiar with it ?? I maintain a public plugin we use at DreamHost!

The BEST answer here may be this: If you use the plugin AND are hosted on SG AND need them to look at things, you need to open a ticket (that way they can also be sure you’re really you and should have access to what you’re trying to do — need to protect SG).

If you use the plugin on any other host (or don’t need SG to log in to your server) you should post here.

That’s what we try to do for our plugins, so we can make sure we’re not accidentally fixing a site for someone who didn’t actually rep it. Yes, it’s happened a couple times ??

In the cases where we figure out we need private info or to make edits on a site, we ask the OP (you in this case) to make a ticket.

I think I see what you’re getting at. So maybe Siteground need to create some sort of a closed support ticket system for users of their plugins who are also hosting on Sitground. In other words, if you are a Siteground hosting client and you use any of their plugins, you can open a ticket in your SG account, and select specific plugin support? or something to that effect.

I think in 7.0.2 we have managed to address everything regarding Divi and their own caching system. At this point, I would recommend contacting them since it’s a paid theme and you’re actually entitled to support on their end too because all the issues are coming up from their attempts to add optimizations causing multiple caching issues.

@ipstenu we do have closed ticketing system. However, we answer everyone here and do our best to assist people. With version 7 making the plugin run on other hosting companies we can’t just close the forum and funnel every request into our own system. That’s not optimal too since there are many people including @sean-h who share valuable knowledge not only with us but with other users of the plugin.

What we do is check if ht is a SiteGround Client and go through logs and see if we can easily pinpoint what’s wrong. Then if we need to modify we ask the client to open a ticket. However, sometimes the convo just gets carried on here. I hope it’s not an issue since we’re really trying to play by the book and provide good support at the same time. We’ve added 13 new people to the plugin support so bear with us until we get everyone into speed ??

@hristo-sg Totally understanding ?? Just wanting to make sure that it doesn’t appear like y’all are breaking the guidelines. Sadly, appearances matter as much as acts these days, and the last thing we want is for you to accidentally be the influence who suggests to people that it IS okay to ask for credentials etc.

They’re why we can’t have nice things ??