Hi @ecollart ,
Thanks for reaching out to us, and sorry for the delay in our response.
Could you please update the plugin to the latest version and check again?
Let us know if the issue persists after updating.
Looking forward to your confirmation.
Thanks,
Hello,
problem is same using version 5.9.18…
Quite blocking as I cannot create a subscription form !
Thanks for help
Eric Collart
Hi @ecollart,
Thanks for confirming, and sorry about the trouble. We tested this on our end and the form builder itself is working correctly, so this looks specific to how the form is rendering on your site.
To help us narrow this down, could you please check the following:
- Caching / optimization
- If you’re using any caching, optimization, or CDN plugin, please clear the cache (and browser cache as well) and test again.
- If possible, temporarily disable caching and check whether the form displays correctly.
- Form placement
- Please confirm how the form is added (widget, block, or shortcode).
- If possible, try adding the same form via shortcode on a page and check the result.
Also, could you please share the exact page URL where the form is added? This will help us inspect the frontend output more closely.
Looking forward to your update so we can help you resolve this quickly.
Thanks,
Hello,
Thanks for your follow-up…
I don’t have any caching plugin and I empty the cache at hosting level => same problem
The goal is to use the form in your widget but using the bloc or the shortcode produce same problem (even worst, it displays nothing)
During the wizard all modifications are applied but after last step (save), almost everything is lost. You can see it while editing the form, just the name of the form and the list are retrieved, the rest id back to default.
I thought the problem could be Firefox (v148 with uBlock Origin on Linux) but using Brave gives exactly the same problem.
If it works for you, then the problem is on my site but I am quite unable to troubleshoot that kind of silly problem/conflict…
Do you have list of plugins known to conflict with Icegram Express ?
What are the required modules for my PHP that is 8.3.16 ?
Eric Collart
-
This reply was modified 2 months, 1 week ago by
ecollart.
@ecollart Do not send anyone any admin access to your site. It’s not safe and the developer made a mistake.
@shubhanshukandani Your reply has been removed, your account has been flagged for moderation. If you attempt to get admin access to a forum user’s site again, you will be banned and your plugin may be closed. It is that serious.
You need to reply that you understand and will not repeat that mistake again. Not addressing this would be another mistake.
While I know you have the best of intentions, it’s forum policy that you not ask users for admin or server access. Users on the forums aren’t your customers, they’re your open source collaborators, and requesting that kind of access can put you and them at high risk.
If they are paying customers (such as people who bought a premium service/product from you) then by all means, direct them to your official customer support system. But in all other cases, you need to help them here on the forums.
Thankfully are other ways to get information you need:
- Ask the user to install the Health Check plugin and get the data that way.
- Ask for a link to the http://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.
- 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 (the Health Check plugin can do this without impacting any site visitors).
- Ask the user for the step-by-step directions on how they can reproduce the problem.
You get the idea.
We know volunteer support is not easy, and this guideline can feel needlessly restrictive. It’s actually there to protect you as much as end users. Should their site be hacked or have any issues after you accessed it, you could be held legally liable for damages. In addition, it’s difficult for end users to know the difference between helpful developers and people with malicious intentions. Because of that, we rely on plugin developers and long-standing volunteers (like you) to help us and uphold this particular guideline.
When you help users here and in public, you also help the next person with the same problem. They’ll be able to read the debugging and solution and educate themselves. That’s how we get the next generation of developers.
Hi @moderator ,
Thank you for the clarification and apologies for the mistake. I understand the forum policy regarding not requesting admin or server access on the ww.wp.xz.cn forums, and I will make sure not to ask for that again here.
Hi @ecollart ,
Thanks for the detailed explanation that really helps.
Since the form settings appear to reset after saving, this could indicate a plugin conflict, JavaScript issue, or something interfering with how the settings are stored.
To help narrow this down, could you please try the following steps:
1. Run a conflict test using the Health Check plugin
Please install the plugin Health Check & Troubleshooting and enable Troubleshooting Mode. This allows you to temporarily disable other plugins and switch to a default theme only for your session, without affecting site visitors.
Then check if the form builder works correctly.
2. Check browser console for errors
While editing the form, please open your browser developer console (F12 → Console tab) and see if any JavaScript errors appear when saving the form.
If there are errors, please copy them and share them here.
3. Enable WordPress debug logging
If possible, please enable debug logging by adding the following to your wp-config.php file:
define(‘WP_DEBUG’, true); define(‘WP_DEBUG_LOG’, true); define(‘WP_DEBUG_DISPLAY’, false);
After reproducing the issue, you can share the contents of the wp-content/debug.log file using a service like Pastebin or GitHub Gist.
Once we have this information, we should be able to narrow down what’s causing the form settings to revert.
Thanks again for your patience, and looking forward to your update.
Hello,
sorry for the delay. I tested using Health Check & Troubleshooting with all plugin but Icegram disabled and I can create and edit a form.
Problem is effectively a conflict with another plugin… Your plugin is fine but I guess you’ll be interested by knowing which other plugin is conflicting. It will take me quite a long time to test that but I will post the result here (and in support of the conflicting plugin) in case this can be solved to avoid trouble to others…
Eric Collart
Hi @ecollart,
Thanks a lot for taking the time to test this using the Health Check plugin — that really helps narrow things down 👍
Glad to hear that the form works correctly when other plugins are disabled. This confirms it’s a plugin conflict, as you suspected.
Yes, it would be super helpful if you could share which plugin is causing the conflict once you identify it. That will help us:
Really appreciate your effort on this 🙏
Thanks again!
Hi @ecollart ,
Hope you’re doing great.
I just wanted to check in regarding your earlier inquiry were you able to get it resolved? I hope the issue with the other plugin has been sorted as well.
If you still need any assistance, feel free to let me know I’d be happy to help.
Thank you, and have a great day ahead 🙂
Hello,
Sorry for the long delay but as I was able to correct my problem with all other plugins disabled, the priority of this problem dropped.
I was able to successfully modify the corrected subscription form without disabling other plugins on our test site but no time yet to go deeper and your plugin was update 2 times since …
I still have to apply solution to active site but waiting tests results from test site.
Sorry for the long time taken so far; feel free to close this conversation as solved if better for your image as the problem is not your plugin.
I thank you again for explaining me a troubleshooting methodology for such case…
Eric Collart
(even if closed, I’ll publish here results when finished).
Hi @ecollart ,
Since we haven’t received a response in a while, I’m closing this thread for now. Please feel free to reopen it if you still have any issues or questions related to the plugin.
Also if you have any other queries, you can open a new thread from here. We will be happy to assist you further.
Thank you!
