Dear @emilieha ,
Thanks for reaching out and reporting an issue.
May we ask you to share the screenshot of what you see when trying to edit any kind of popup, please?
Also, can you please send us the system information file?
You can retrieve it from here:
https://help.popup-builder.com/en/article/retrieve-the-system-information-file-19wirum/
Please send it via wetransfer.com using the link retrieving option.
Like this: https://prnt.sc/qr3ntv
Looking ahead to hearing from you soon.
Thank you for your answer,
The link below :
https://we.tl/t-PqbRlW3sAZ
As mentionned, when I try to edit or create any popup, a white screen appears whithout any possibilities to edit.
Regards,
Emilie
Dear @emilieha ,
Thanks a lot for getting back to us.
May I ask you to try to reinstall the plugin and try to use it again?
Please, make sure to follow the steps below before you uninstall and reinstall the plugin:
1. Please, navigate to the Settings section of the Popup Builder plugin:
https://prnt.sc/vht1sj
2. Uncheck the ”Delete popup data” option and make sure to click on the ”Save Changes” button:
https://prnt.sc/vht1i2
This step is a must, in case you don’t want to lose all the popup data you have.
Looking ahead to hearing from you soon.
Hi,
Unfortunately, there is no changes. We tried to reinstall the plugin and the Subscription plus, nothing happened.
This issue appeared right after we installed the premium version. Do you think there is a conflict with another app?
Dear @emilieha ,
Thanks for replying back 🙂
It is possible that the issue can be a result of the conflict between our plugin and one of the plugins or themes you have.
To figure that out, may we ask you to deactivate all the plugins you have and in case the issue is fixed, by activating the plugins one by one, locating which plugin causes the conflict.
With the same logic, please, try to check the conflict between our plugin and the installed themes.
However, we understand if you wouldn’t want to deactivate your plugins and switch themes on a production site, so it may be preferable that you set up a staging environment for your tests.
Some popular web hosts offer quick setups for a staging site so please contact your web host for assistance. If your web host does not offer staging sites, [this article](https://yoast.com/help/how-to-create-a-staging-environment-for-your-wordpress-site/) will help you create a staging site.
Please, keep us updated about the results.
