Illustrate Digital

Hi @rockso ,

I’m very sorry to hear you are having issues with the plugin.

Is there anything we can help you with in particular? We would be happy to assist.

• This reply was modified 3 years ago by Illustrate Digital.

@gyfters Neither we nor Trust Payments have been able to replicate the issues on a stock install of WordPress other than with highly throttled connections, which is why it would appear the issue lays elsewhere.

The only thing we have managed to find in common with users reporting this issue is that all have the old plugin installed and we would advise this is removed altogether rather than only deactivated, since this appears to be causing the conflict.

Thanks

Hi @gyfters, thanks for this information.

I notice you have the old plugin inactive. Whilst this may not at all be the case, I’m wondering if you have some leftovers in the database from when that was installed and if so those values could be conflicting with the new plugin. If possible I would recommend deleting the old plugin completely, and then checking your database tables to confirm everything related to the old version has been removed, just to rule this out as the cause.

So far the only way we’ve been able to replicate timeouts/this kind of issue is to heavily throttle the connection so we are looking for any other causes at the moment and will be releasing some additional logging shortly to hopefully find the root cause.

Finally can you also confirm whether you are able to reproduce this error with all plugins other than ours and Woocommerce enabled, and using a default WP theme?

Thanks

@gyfters I’ve checked our system and can’t find any email to our [email protected] address with that subject line in spam or otherwise so this looks like it didn’t reach us I’m afraid.

You mention emails have been sent since June 2020. Could you provide maybe the subject for that email and I’ll take a look for that also, as I notice the above were both sent this month?

This aside, I would encourage you to send the email afresh since we don’t currently have it, and I will gladly take a look.

@gyfters One downside of these forums, in this situation at least, is that we’re unable to match forum user names to real names/email addresses.

Since I would obviously not expect you to post your name or email address here, could you please share the subject line from one of the emails you are referring to so I can search our system? At present I can find no such emails since June 2020 and want to make sure they haven’t been missed somehow, so I am keen to find an example so we can support you. Could you also please confirm that the email was sent to [email protected]?

Thanks

@gyfters May I suggest that you remove those details and edit the output to include the remaining information?

The response from the poster on this topic includes a useful output of the kind of thing we’re looking for.

Thanks

@gyfters We’re very sorry to hear your thoughts on this. I would be interested to know what you have considered to be rude/unhelpful so we can make improvements. Please feel free to open a dialogue with us via [email protected] as previously suggested and I would be happy to discuss any concerns you have in more detail.

As mentioned on previous posts in recent days, if you are able to share requested details allowing us to support your specifically reported issues we would gladly do so, however at time of writing this response we have not received the necessary details and are therefore unable to investigate the faults you have listed at this time.

Many thanks

@gyfters The request was not an unusual one for support on WordPress forums; these forums are for support and thus we need this info in order to support you. You can of course remove any information you deem sensitive from the Site Health tool if you wish.

As I’m sure you can understand we can’t take someone’s single report as fact, since your issue is likely to be completely different to others because of possible differences in physical servers, accounts, hosts, plugins, theme, configurations, etc. Thus one problem, on one setup is not indicative of the functionality and reliability of an application as a whole.

Since we are unable to replicate the issue on our own clean environment, if you’re not comfortable receiving support via the forum I would encourage you to continue support with Trust Payments directly as you mention, and if the issue is related to the plugin code it will be passed on to us eventually.

Thanks

Hi @piercepackedhouse, that’s great thanks!

So first up, I notice you’re not running the latest version of the plugin – your log shows 1.0.4 is active whereas 1.05 is the latest version. I would advise updating that and testing as a first step.

You’re also not running the latest version of WordPress so that would be another recommendation to get that updated.

If this doesn’t solve the issue, I also notice you have a lot of plugins. Can you confirm whether you’ve already tested with just our plugin and WooCommerce enabled? If not, this would be my first suggestion in order to rule out a plugin conflict, as this is a high possibility given the number of plugins in use. The process here would be to disable everything other than these two plugins and see if you can still replicate the issues. Another good technique is to also switch to a default WordPress theme to ensure nothing in your theme files is conflicting. Both of these techniques are of course best carried out on a staging environment.

Let us know how you get on, and if further support is needed we’re here!

• This reply was modified 3 years, 1 month ago by Illustrate Digital. Reason: Added recommendation to also update WordPress

Hi @piercepackedhouse

To start with, could you navigate to Tools > Site Health and under the info tab, copy site info to your clipboard and paste here please?

This will allow us to see what other plugins etc you have installed, in order to investigate where conflicts may lie.

Thanks

Hi @ryangfni are you still getting this error? We are still unable to replicate.

Could you navigate to Tools > Site Health and under the info tab, copy site info to your clipboard and paste here please?

Can you also confirm if this happening in test or live mode, or both?

Thanks

@gyfters Could you navigate to Tools > Site Health and under the info tab, copy site info to your clipboard and paste here please?

This will allow us to see what other plugins etc you have installed, in order to investigate where conflicts may lie.

Thanks

@sterndata I think you’ve misinterpreted the message here, apologies. The offer was to login to a secure staging site as discussed previously with the poster, to be sent securely away from this forum. We would of course never ask for credentials on a public forum. If you’re able to reinstate my reply, please do so or let me know if we’re permitted to re-post this offer of help.

Thanks

@tommyturbo Support for the old plugin has been deprecated for over a month, as you’ll see in the description. As such we cannot comment on any issues you are having with an old version. This forum is for the new plugin supporting 3DS2 and any feedback relating to this version will of course be investigated.

Thanks

Hi, @acidpunk25 thanks for your feature request. This is the first request we have received with regards to adding customisation options, however we have added this to future development on our feature requests board.