Hi @ooya
Thank you for reporting this issue. Based on the information provided, it’s difficult to determine the exact cause. I haven’t encountered this behavior on multiple other sites using the plugin, so it could be related to:
- The specific plugin version you’re using
- Your server configuration
- A conflict with another plugin, theme, or custom code on your site
To investigate further, I may need:
- Details about your plugin and WordPress version
- Access to a staging site where the problem can be reproduced
Once I have this information, I can check for conflicts and help identify a fix.
Best regards,
LLMs Plugin Support Team
Plugin version: 7.0.4
Theme is original
This issue occurs on many sites.
@samsonovteamwork
While I know you have the best of intentions, forum policy is that you not ask users for admin or server access. Users on the forums are not 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.
