Issue w/Premium and support form not working

  • Resolved jonahcoyote

    (@jonahcoyote)


    6 months ago

    Hello,

    I tried posting to the premium support form but it doesn’t work… For some reason my PDF’s are not displaying and all I see is a block of un-styled controls: https://share.powerupproductions.tv/ApumRGQJ

    I’m using the shortcode to dynamically embed a PDF from a custom field which returns the URL which I’m passing to the shortcode like so:

    But even if I link to a PDF directly it does not work. Any ideas what’s going on?

    Thanks,
    Jonah

    The page I need help with: [log in to see the link]

Viewing 6 replies - 1 through 6 (of 6 total)

  • Hi @jonahcoyote,

    Thanks for reaching out, and I’m so sorry about the inconvenience.

    The page URL you shared is password-protected, so we were unable to access and troubleshoot it directly.

    However, the issue displayed in your screenshot usually occurs when you are using a caching/optimization plugin to minify and cache the scripts running on your site. This has been known to create issues with the plugin’s function.

    To rectify this error, you will need to exclude the plugin URIs for the plugin scripts from your caching tool. Please see here: https://wp-pdf.com/kb/using-caching-or-minifying-plugins/

    The PDF Embedder plugin scripts are already minified, so you will not be losing any efficiency or load speed by excluding them. Be sure to flush any caches after you exclude the scripts so that they can be loaded by the site again and the embed viewer should be displayed correctly once this has been done.

    I hope it helps! If you have any other questions, please do not hesitate to ask.

    Thanks, and have a good one!

    Thread Starter jonahcoyote

    (@jonahcoyote)

    Thanks for your reply! I checked and we don’t currently have any caching or minification plugin active. This is a dev site and I haven’t had caching enabled while I’m working on things. The plugin had been working just fine until recently too… Is there anything else I can check or we can try?

    Plugin Author Slava Abakumov

    (@slaffik)

    Without access to the URL we can’t really debug the issue. Is there a way for you to prepare a publicly available URL for us that has the same issue as your private one?

    Thread Starter jonahcoyote

    (@jonahcoyote)

    Can I securely share our login with you so you can take a look? Again, your support form wasn’t working so I couldn’t submit this there.

    Hi @jonahcoyote,

    I sincerely apologize for the delay in getting back to you.

    Unfortunately, you won’t be able to share any login details in the www.ads-software.com forum, as this is limited to support of the PDF Embedder plugin found on the www.ads-software.com repository here: https://www.ads-software.com/plugins/pdf-embedder/.

    For premium support, please ensure you are reaching out to the PDF Embedder Premium support team here: https://wp-pdf.com/checkout/purchase-history/#support.

    I have tested the form, and it seems to be working fine.

    I hope this helps. Thanks ??

    Thread Starter jonahcoyote

    (@jonahcoyote)

    No problem, I’ve just submitted a ticket and provided access through wp-pdf.com

    Thanks!

Viewing 6 replies - 1 through 6 (of 6 total)
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