MarcBenzak

Hi There,

We’d LOVE to be able to help you with your issue but I’ve looked through our help ticket system and cannot seem to find your original complaint. I see that you and Gregg had an exchange here, but I want to make sure that we did not miss something. Could you help out by shooting us an email? If you did open a ticket before, can you give us the email address associated with it so we can track it down?

Thanks so much!

-marc

Hi, Nobodee,

Thanks for the review! We appreciate how succinctly you were able to describe what the purpose of WPSiteSync is. We have experienced, on many occasions, the misconception that this is a plugin designed for full site migration. As you mentioned, there are other plugins for that. Ours is a far more surgical tool intended for ongoing specific site content updates.

One thing you point out is that you have to manually click the “Push” button every time you have an update. This is true of the plugin on the repository, however, I just wanted to point out that there is also a premium extension that will auto-update and auto-push, as well as an extension that doe mass content updates.

We’re glad you like the plugin and once again, thank you so much for the review!

Hi Steve,

Thanks so much for the review!

We are trying to recreate this error so that we can create a short FAQ on how to fix it for our knowledgebase. Unfortunately, we’ve been unable to do so. Would it be possible for you to email us a few details? Specifically:

* What version of WordPress were you running?
* What version of WooCommerce were you running?
* How/When did you see the error (What were you trying to do)?
* What version of MySQL were you running (if you know)?

Thanks for any help on this! You can email us at [email protected].

Hi Vikas,

First of all, we’re sorry that you’re dissatisfied with your purchase. As with all of our products, we offer a 30-day money back guarantee (no questions asked). Just ask and we’ll be happy to refund you.

With regard to your other comments, I am confused as to the allegations of it being “late” response. Your email came in at 6:31 AM and was responded to at 10:22 am. That is less than four hours which is within our established window of response time for Premium Customers.

As a Premium paying customer, we are happy to help you work through any issues you might be having with the extension. We would just need to get some more information from you. We have detailed that in the email we sent you via our ticketing system. Of course, if you want a refund, let us know and we’ll take care of it during our normal business hours.

Thanks!

Marc A Benzakein
Manager of Operations
ServerPress, LLC

I actually contacted Jan to try to make sense of this since I have not been following the thread since the beginning. Also talking with Dave about it (since he and Gregg handle the forum inquiries and Dave is the lead dev). I understand your points, though. Not trying to make it worse. Just need my coffee. ??

If you are on slack, please find me in make.www.ads-software.com. Maybe we can work through the email problem together and figure it out.

Also, for the record, we did not ask for admin credentials to be posted here. We were talking about the possible trouble-shooting process required. We would NEVER ask for admin credentials (or any credentials) on a public forum. EVER.

Hi,

Honestly, not sure why your emails have not gotten through. Obviously we would not be in business if this was typical. We use Google Apps for our email delivery and Helpscout for our ticketing system – two standards within the industry.

As far as the team being chaotic, you’re welcome to your opinions, of course, but I’m pretty sure that if you were to talk to anyone who actually knows us, they’d tell you otherwise.

It’s clear that something somewhere is awry with delivery. You did get the confirmation message, so it should have gone. This is of greater concern to me at the moment. Making sure that there is a clear line of communication between us and our customers (or ex-customers) is always of the utmost importance to us.

I’m going to investigate this further. As I said, we couldn’t be in business if people could not contact us (and we’re clearly in business).

Thanks,

-marc

In case you didn’t get Gregg’s latest response, he recommends you check your spam folder. He responded to you on August 10, 9:28 am. Only posting this publicly in case it really is going to spam and you don’t see his reply.

Josh,

Got the latest one sent to us at 6:29 pm (CST). We’ve had a few reports of people saying they emailed us but nothing showing up in our in box. Naturally, when a new product goes out, we expect bumps (I think everyone does), but support should not be one of those. I am really sorry for this issue. We’re trying to track it down. We have found that when people contact us through serverpress.com we get the emails but some wpsitesync.com emails are not.

In the meantime, know that we got your email. I just wanted to let you know here as well. I’ll be looking at your issue in a bit and we’ll see if we can figure out what it is. Sorry again and thank you for the patience you’ve shown.

UPDATE: Gregg had found your previous tickets and had responded. We’ll get you squared away one way or another.

Hi Bob,

Question: do you have any security or “Coming Soon” plugins enabled? We have seen this behavior in such cases.

If you don’t, and you’re getting this, I’d like to work with you as we’d like to put this one issue to rest. It seems to be an anomaly that only affects some and have been unable to recreate it consistently.

If you are interested, we would need to have access to your phpmyadmin (database) along with your files. A staging or sandbox site would be fine. We could even do a screen share if you only have it locally. I know that because of Dave’s grueling schedule, he would prefer to be able to work on it without inconveniencing others. Shoot us an email and we’ll set something up if the above two suggestions don’t work.

Thanks,

-marc

Hi Victor,

I believe that what is happening is that your token is invalid and not being overwritten when you go to add the credentials. Are you, by chance, going from two sources to one target?

If you don’t mind, can you go to your phpMyAdmin and issue the following mysql command: SELECT * FROM wp_spectrom_sync_sources (where wp_ is the actual database prefix)? The tokens it displays in the results should be 48 characters. If they are 10 character tokens, delete them (or delete all the tokens) and then try again. The latest release is set to force 48-character tokens, but it’s possible that it’s having issues with 10-character tokens already generated.

You should only have to do this on the SOURCE side, so if you’re working on a local environment, it should be pretty easy.

If you need help on how to do that, let me know. I’d be happy to screenshare with you tomorrow (Friday) as I have a somewhat open schedule.

Thanks!

-marc

Hi Victor,

Sorry for the delay. We wanted to verify the fix a few different ways. Hopefully we covered it. A new update was pushed late last night. 1.1.1 is on the Repo now. It should do the trick for you. If not, let me know and we may have to get on a screenshare to see what’s going on.

Thanks for your patience!

Hi, we think we have found the issue and are pushing out an update later today after some testing. Hopefully that will resolve it. I will update this thread when the update has been pushed out.

Hope that helps!

-marc

Dave would like to work with you on this. Can we take this offline as we’ll be needing some information from you. You can either email me directly at [email protected] or [email protected] will work as well.

Thanks!

-marc