Package Loading Issue

Resolved michaelsmartmove
(@michaelsmartmove)

2 months, 3 weeks ago
On a clients website we are experience an issue with the loading of packages.

We make use of the Download Manager Addons for Elementor (https://ww.wp.xz.cn/plugins/wpdm-elementor/) to display all the documents assigned to a specific category within the Download Manager plugin. For some reason however, it behaves stragely. I am not 100% if it is the Download Manager plugin, the Download Manager Addons for Elementor or something else.

Here is what it does. When we open a page that has the package widget on it, to show the downloadable documents it loads fine at first, and then after a few seconds it replaces them with the documents of a different category.

Here is a short video we recorded to show you what is happening:
https://www.dropbox.com/scl/fi/vbydcih115o8zwqpiub49/Package-Loading-Issue.mp4?rlkey=8788pb05vtp7omt4dko87vf4f&dl=0

I’ve tried the following:
1. Disable the Download Manager Addons for Elementor plugin and use a shortcode instead. This is the shortcode. [wpdm_packages categories=”annual-reports” include_children=”1″ orderby=”date” order=”DESC” items_per_page=”12″ cols=”2″ colspad=”2″ colsphone=”1″ toolbar=”0″ paging=”1″ async=”0″ template=”link-template-default-wdc”]
  – Still does the same behaviour
2. I’ve disabled all other plugins and it too didn’t resolve the issue.
Here are the settings I am using:
https://www.dropbox.com/scl/fi/h4bdm2lhkeioz0xgtvvg2/Package-Settings.jpg?rlkey=u0fzuqz889yuglsyh8ob27lb2&dl=0

As an additional note. I’ve tried it in different browsers on my own computer and for me it works fine. I can not replicate this issue. The above video is from my client and they showed it to me during an online call. They cleared their cache and it didn’t fix it either.

Viewing 8 replies - 1 through 8 (of 8 total)

Plugin Support Tahasin
(@tahasin)

2 months, 2 weeks ago
Hi, @michaelsmartmove

Thank you for sharing the video and the detailed explanation of the issue.
Could you please help us check a couple of quick things?
1. CDN / Cache
  Just to double check, is the website using any CDN or caching service such as Cloudflare, LiteSpeed Cache, SiteGround Optimizer, or WP Rocket? If so, could you please try clearing the site cache and CDN cache, then open the page again in an Incognito / Private browsing window to see if the issue still occurs?
2. Shortcode Setting
  Please also try removing async="0" from the shortcode and check if the behavior changes after saving the page.
These checks will help us determine the cause of the issue.

Please let me know the results once you’ve tried this.
Regards
Thread Starter michaelsmartmove
(@michaelsmartmove)

2 months, 2 weeks ago
Hi @tahasin,
1. CDN / Cache
  Cloudflare: Yes we have Cloudflare set up for the website, and we did try clearing its cache with no change.
  WP Rocket: We also make use of WP Rocket. I cleared its cache as well and also deactivated the plugin entirely, with no change.
  Incognito / Private browsing: When we go into incognito / private browsing it all works as it should.
2. Shortcode Settings
  Currently we aren’t using the shortcode. We are making use of the Download Manager Addons for Elementor (https://ww.wp.xz.cn/plugins/wpdm-elementor/) plugin. I made sure to enable the async option.
Here is some potentially helpful additional information. It appears to only happen within browsers that are frequently used. That kind of indicates to me that it might have something to do with caching. However, even when directly clearing the Cloudflare, WP Rocket and Browser cache, it still does the same thing. It works fine in Incognito / Private browsing.
Plugin Support Tahasin
(@tahasin)

2 months, 2 weeks ago

Thanks for the additional details.
Based on what you’re describing, this really does point to a browser cache issue. Sometimes browsers can still hold onto older cached assets, especially in frequently used profiles.
A couple of things you could try:
Clear browser cache, site specific data
Do a hard refresh (Ctrl + Shift + R / Cmd + Shift + R)

Thread Starter michaelsmartmove
(@michaelsmartmove)

2 months, 2 weeks ago

Hi @tahasin.

We tried the clearing of the browser cache and site specific data, and then doing a hard refresh. With no luck.
Plugin Support Tahasin
(@tahasin)

2 months, 2 weeks ago
Have you had a chance to clear the download manager cache from Settings > Privacy > Cache & Stats > Clear All Cache?
Also, have you tried accessing it using a different browser?
- This reply was modified 2 months, 2 weeks ago by Tahasin.
Thread Starter michaelsmartmove
(@michaelsmartmove)

2 months, 2 weeks ago

Hi @tahasin,

Thanks for showing me where I can clear the cache for the Download Manager plugin.

I’ve pressed the button to clear the cache but sadly still no change.

We also cleared the browser cache again, but also with no change.

We tried it in different browsers and in them there is no issue. It appears to only be in the browser that is frequently used and visited that website (https://www.rfanam.com.na).

When we are logged into WordPress the problem is also still there.

I am not sure if this is relevant, I do not believe it should be. We had this problem appear in Firefox on Mac and Edge on Windows.

Plugin Support Tahasin
(@tahasin)

2 months, 2 weeks ago

Thank you for your patience and for trying all the troubleshooting steps so far.

Although this behavior strongly points to a browser side caching/storage issue, we kindly ask you to report it here, so we can review this further and ensure nothing else is contributing from the plugin side.

Regards

Thread Starter michaelsmartmove
(@michaelsmartmove)

2 months, 2 weeks ago

Hi @tahasin,

Sure, no problem. I’ve opened a ticket on your support forum (https://www.wpdownloadmanager.com/support/topic/package-loading-issue/).

Viewing 8 replies - 1 through 8 (of 8 total)

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