Duplicate Canonical

Hello @rafizsejim ,

Thank you for your response. I attempted to contact your support channel and I continue to receive an error when I attempt to submit the support request ticket:

Warning: mysqli_real_connect(): (HY000/2002): Connection refused in /home/directorist/public_html/wp-includes/wp-db.php on line 1626
Connection refused

Error establishing a database connection
This either means that the username and password information in your wp-config.php file is incorrect or we can’t contact the database server at localhost. This could mean your host’s database server is down.

Are you sure you have the correct username and password?
Are you sure you have typed the correct hostname?
Are you sure the database server is running?
If you’re unsure what these terms mean you should probably contact your host. If you still need help you can always visit the WordPress Support Forums.

• This reply was modified 4 years, 6 months ago by christinenicolelucido.

Also @rafizsejim ,

Since then, a more troubling concern has raised. Over the past few days, when we visit the main page of our Directory, we are sometimes seeing a “This page isn’t working” 500 error. At the moment, the page is working but a few minutes ago, it was not. This has been happening on and off the past 3 days. We updated to version 6.4.1 this morning. After the update, we still had that error occur.

Thank you in advance,
Christine

Updating this to include tag 500 Error “This page isn’t working”

Hello Christine,

Thank you for reaching us out.

We have received your ticket and we will continue the conversation on the ticket.

Regards,

@rafizsejim This is very important and please don’t dance around it. Just answer honestly please.

Are you using your support ticket to get access to the user’s dashboard or host?

We are using the support ticket system to resolve issues. If we are unable to find issues locally then we ask for admin access to their site and we never ask for the host access.

We are having difficulties with our database server and the error message that Christine shared is the error on our website, which is inaccessible at the moment(if you visit our site at the moment you can see a similar message).

On the contrary, we have received a similar ticket “Duplicate Canonical” issue so I thought it was Christine, which is my mistake. We are working on the Canonical issue and will be fixed in the next update.

Is there anything else you would like to know?

Regards,

Thank you for that, I do appreciate your honesty. I have archived those replies of yours. You are not complying with the no admin ask part of the guidelines, you are just walking around it that way.

While I know you have the best of intentions, it’s forum policy that you not ask users for admin or server access. Users on the forums aren’t your customers, they’re your open source collaborators, and requesting that kind of access can put you and them at high risk.

If they are paying customers (such as people who bought a premium service/product from you) then by all means, direct them to your official customer support system. But in all other cases, you need to help them here on the forums.

Thankfully are other ways to get information you need:

• Ask the user to install the Health Check plugin and get the data that way.
• Ask for a link to the https://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
• Ask the user to create and post a link to their phpinfo(); output.
• 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 (the Health Check plugin can do this without impacting any site vistors).
• Ask the user for the step-by-step directions on how they can reproduce the problem.

You get the idea.

We know volunteer support is not easy, and this guideline can feel needlessly restrictive. It’s actually there to protect you as much as end users. Should their site be hacked or have any issues after you accessed it, you could be held legally liable for damages. In addition, it’s difficult for end users to know the difference between helpful developers and people with malicious intentions. Because of that, we rely on plugin developers and long-standing volunteers (like you) to help us and uphold this particular guideline.

When you help users here and in public, you also help the next person with the same problem. They’ll be able to read the debugging and solution and educate themselves. That’s how we get the next generation of developers.

• This reply was modified 4 years, 6 months ago by Jan Dembowski. Reason: Grammar fix

Thank you very much for the guidelines. We always try not to ask for the admin details and try to resolve issues without accessing their site. The primary reason for routing users to our site is to provide faster support.

Nonetheless, I will go through the guidelines and make sure to abide by all the rules and regulations. I assure you, we will start the practice that you suggested.

Regards,

The forum guidelines are here.

https://www.ads-software.com/support/guidelines/

Followed by the FAQ.

https://www.ads-software.com/support/forum-user-guide/faq/

Edit: The bad stuff is here.

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

• This reply was modified 4 years, 6 months ago by Jan Dembowski.

Greetings @rafizsejim ,

I just wanted to check in to see if there is an estimated date for the release that will address the duplicate canonical error.

Thank you for your assistance!

Hello,

Sorry for the delayed response, due to the annual vacation we were unable to respond to you on time.

The issue has been fixed on the beta version.

Please download and install the beta version here Beta Version URL.

Regards,

Hello @rafizsejim ,

It looks like you have much more pressing concerns at the moment however I wanted to let you know that I tested the beta version of the plugin on a clone site and it didn’t take care of the duplicate canonical.

Thank you,
Christine

Hello Christine,

Thank you for getting back to us. We tested on two different environments and unfortunately, we were unable to replicate the issue. There is a possibility of the beta version not being updated correctly. You may try once again with the following version that we just tried with.

If the issue exists please share screenshots of your Yoast Settings.

Regards,

Hello @rafizsejim ,

I installed the latest update of the Directorist plugin (6.4.2) on our site.

We are still experiencing a duplicate canonical. I reconfirmed that when I deactivate Directorist, there is only 1 canonical, and when I reactivate we have 2 canonicals.

Which screens would you like to see? General, Search Appearance, Social, Tools? As there is no capability to upload screenshots here, will a link to a WP media file be acceptable?

The user reached out to our official support and the issue was resolved.