glossary and knowledge base issue

  • Resolved jamaicahomes

    (@jamaicahomes)


    5 months ago

    (1) A serious issued unfolded last night, that kept us up until 3am in the morning. Yesturday, we added some additional words to our glossary. We have almost 700 entries. Upon adding the 3 more, suddently the body text of all 700 plus docs stopped showing. We logged a call with your technician and went through all possibilities. They had us fix apparant bugs, that had nothing to do with the issue. We fixed them, but the issue remained. We have not added any new plugins since March 24, however, we still did the plugin conflict tests. Again the problem remained. We have 700 docs with the title, contents and no body text. The only thing that worked, was removing the betterdocs pro plugin. when we swtiched that off. All 700 docs showed correctly. As soon as we switched it on, the body text in all of them disappaered. we checked version numbers of wordpress, bettedocs and betterdocs pro. again no issue. In the end after 6 hours of testing and looking around. We decided to restore the site to just before the 3 additional glossary words were added and everything is working fine. The problem is now we can not add anymore. (2) the other issue is that if a doc has a glossary word 10 times, each word is highlighted. I think this is heavyhanded. additionally the glossary needs to be searchable so words can be edited. Right now we are between a rock and a hard place not knowing what to do. I suppose we can setup a test environment. But i think some things need to be done with the plugin. One you need to check if the glossary is scalable, at present we dont think it is. We pushed it and this happend. Its just not possible it was anything else, otherthen a conflict between the betterdocs and betterdocs pro. Prehaps just having the pro plugin with everything needed instead of having two plugins active might be better as well.

Viewing 13 replies - 1 through 13 (of 13 total)
  • Thread Starter jamaicahomes

    (@jamaicahomes)

    i created a stagining site, and am trying to create the problem. so far its none of my current plugins. Theme or anything like that.

    Plugin Support Sadman Sakib Nadvi

    (@sadmansakibnadvi)

    Hello @jamaicahomes ,

    We sincerely apologize for the inconvenience you’ve experienced.

    Thank you for providing such a detailed explanation of the issues. We are currently investigating the matter you reported. It appears to be a website-specific issue, so could you please reach out to us at the following link? This will help us debug it further.

    As for the glossary being highlighted and searchable, we appreciate your feedback. Please give us some time to discuss this with our product team, and we will work on these improvements soon.

    Thank you for reaching out to us.

    Plugin Support Sadman Sakib Nadvi

    (@sadmansakibnadvi)

    Hello @jamaicahomes ,

    Greetings.

    Our development team has added a searchable glossary feature. Since you are a professional user of our plugin, please reach out to us using the link provided. We will share the development version with you. Therefore, we will now close this thread. Thank you for contacting us.

    Good day.

    Thread Starter jamaicahomes

    (@jamaicahomes)

    Execellent news. Thanks. I have a test environment where i am trying to replicate the error i had over the weekend. If i manage to do this i will give your team access to see what is happening.

    Thread Starter jamaicahomes

    (@jamaicahomes)

    At the moment as we have over 600 docs and possibly 800 glossary items, when we go to add a new item in the glossary it can take upto 20 seconds sometime for the page the show. Im not sure how it is loading. We notice that it has slowed down since adding more content. prehaps something to look into.

    We are hosted on wp cloud business plan, this platform was created by the makers of wordpress.com 500mb x 10 php workers with burst capability.

    Thread Starter jamaicahomes

    (@jamaicahomes)

    Ok, we have now replicated the issue that cost us 6 hours on Saturday night. Its something to do with the glossary. As i stated, we have over 600 glossary items. All we had to do is add one more. and the problem is arisen on our cloned site. None of the 700 doc pages content shows up anymore.

    Not sure why, i can only imagine just adding the extra glossary crashed something. But if definately not another plugin. Or anything else. Happy to share ftp and direct admin information once your team are ready to investigate

    Plugin Support Sadman Sakib Nadvi

    (@sadmansakibnadvi)

    Hello @jamaicahomes ,

    Greetings.

    It looks like the issues you’re experiencing are related to the PRO features of BetterDocs. According to WordPress ORG policy, we can’t discuss these matters here. Please reach out to us here.

    We’ll investigate and get back to you as soon as possible.

    Thank you!

    Thread Starter jamaicahomes

    (@jamaicahomes)

    ill raise a ticket

    Thread Starter jamaicahomes

    (@jamaicahomes)

    I raised a ticket and gave access to a stagging site a couple of days ago. Beside the problem reported. It also seems that the amount of documents i have is related to the website speed. its slowed right down. i contacted my hosting provider, bascially its on the same infrastruture as wordpress / pressable. 500mb x 10 php workers. my hosting provider said its related to the plugin and or theme and not there infrastruture as they host websites like techcrunch.

    Thread Starter jamaicahomes

    (@jamaicahomes)

    I thank you for investigating the problem and we look forward to a speedy resolution. However, we just noticed that you guys installed a migration plugin and downloaded a copy of our stagging site?

    Thread Starter jamaicahomes

    (@jamaicahomes)

    Our search engine ranking has been badly affected this week and not recovering at the moment. We will need to start looking at alternative solutions by next week.

    Thread Starter jamaicahomes

    (@jamaicahomes)

    I previously provided a stagging environment for you to see what the problem was. Instead you guys downloaded a copy of my website 2 days ago without my permission. Since then i have not heard from you guys? We understand that the pro plugin is causing the site for crash and not show any docs at all. The only option is to deactivate the pro plugin which we subscribed two. We have over 600 docs, every document added slows down the website. On the backend it takes 20 seconds to load betterdocs and for the glossary to come up. There is something seriously wrong with the code. What every you have done, it is not currently scalable. And i think you should let everyone know this. If someone has less than a 100 docs it probibly will not slow the website that much. But anything over 250 docs would cause a noticeable slow down. I have rasied tickets and no am not getting any updates from you.

    Plugin Support Sadman Sakib Nadvi

    (@sadmansakibnadvi)

    Hello @jamaicahomes ,

    Greetings.

    Thank you for reaching out and expressing your concerns. I want to assure you that your privacy and the confidentiality of your data are of utmost importance to us.

    Due to the extensive data on your site, we were unable to reproduce the issue on our end. Therefore, we needed to migrate your site temporarily to diagnose and fix the bug effectively. Throughout this process, we maintained the highest standards of data privacy and security. I can personally guarantee that no data from your site was breached or accessed by any third party.

    Once we identified and resolved the issue, we immediately deleted the cloned site. We did not retain any information from your site, and we have no intention of recycling or using your site content in any way. Your data integrity and trust are paramount to us.

    I see our support team has already got back to you with a fix. Please continue the discussion over there.

    I deeply regret any distress this situation may have caused you. Please rest assured that all user data has been deleted, and we have taken every measure to ensure that your site content is no longer stored on our servers.

    Thank you for bringing this to our attention and for your patience as we worked to resolve the issue.

    Kind regards,

Viewing 13 replies - 1 through 13 (of 13 total)
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