Triggered A Critical Error On My Site

@tomasgroulik

Moderator note:

I’ve deleted your offer to login to your user’s site. I’m am 100% sure you mean well but please never ask for credentials on these forums, whether for a production site or a test installation.

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

Now for the why: The internet is a wonderful place full of very nice people and a few very bad ones. I’m sure everyone here is very nice however, by giving some ones keys to your house you are trusting they wont steal anything. Likewise the person who takes the keys is now responsible for the house FOREVER.

If something was to go wrong, then you the author may well legally become liable for damages, which they would not normally have been as their software is provided without warranty.

Please be aware that repeatedly asking for credentials will result in us escalating this to the plugins team.

It’s never necessary to do that. Here’s why.

There are many ways to get information you need and accessing the user’s site is not one of them. That’s going too far.

• 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.
• Ask the user to install the Health Check plugin and get the data that way.
• 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.
• Ask the user for the step-by-step on how they can reproduce the problem.

You get the idea.

Volunteer support is not easy. But these forums need to a safe place for all users, experienced or new. Accessing their system that way is a short cut that will get you into real trouble in these forums.

Hi Steven,?

thank you for your moderation and kind warning . I got it. I understand a production but why a test sites, where the installation specific issue occurs? … do you know how much longer it takes to solve an client’s issue – communication with client by sending a logs etc…. when it is logged in based issue and especially when client doesn’t have technical knowledge. Than it becomes really difficult to support free version. 

However I don’t understand test installation case, I will respect that. 

But may you can also consider point of plugin developer. Many client has nothing valuable there and they are happy when issue is quickly resolved and for me it is few minutes instead of several hours. If it is client, who has something valuable, of course we go different way.

Have a nice day,

Tomas

deeppresentation.com

Hello @roxstarfitness,

Can you send me a php log, where this critical error is captured? Or screen capture, if your setting is printing an php errors. Also please send me a php version and wordpress core version, that you are using.

“But may you can also consider point of plugin developer” Regardless, if you repeated ask users for access to their sites, we will refer this to the plugins team for review.

I understood and wrote the status: I will respect that. I just wanted to clarify my point.

Thanks for the instructions, I will follow them.

Hello @roxstarfitness. New release is up. I found and fixed a bug that probably caused an issue also at your installation. As I don’t have details about a bug, that you mentioned and any answer for more then 2 weeks so I’m closing this thread. If there is still an error after update, don’t hesitate to open new support thread.