Ben Meredith
Forum Replies Created
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Forum: Reviews
In reply to: [GiveWP - Donation Plugin and Fundraising Platform] Too many issues (edited)Hey @trellalb!
I just dug in a bit in our priority support channel, here. It’s super-concerning to me that you cite “bad” support. We pride ourselves on the fact that every support ticket gets an answer in 2-4 business hours, and every issue is resolved within 3 business days. It’s not just a thing we say: we really do it!
In fact, I found a reply *from you* back in March:
…actually one of the delightful surprises of GiveWP is that it is very well documented, and we can still link our US PayPal even if we are currently working from Turkey where Paypal is not active, we didn’t have to wait until we are back to do it.
Also GiveWP layout helped us increase the amount donors give, so thank you for that, we do have to say that my team and myself are very pleased with what we got so far.
And every issue I see there in your ticket history got that promised 2-4 hour first response, and was resolved within 3 business days, with the exception of the current issue that we’re actively helping you with.
I totally get that the issue you’re currently dealing with is frustrating, and we’re committed to resolving it alongside you.
Also, you mention styling it being difficult. I assume that means you’ve not used the New Visual Form Builder. Because it’s *remarkably* easy to style with CSS. I’d be happy to hop on a call with you and show you that functionality.
Hi @anshu247!
Glad you reached out, for sure.
I’ve just attempted to replicate an issue on several test sites, and so far everything is working as expected.
Deadlocks can occur for many reasons. Simply put: one action didn’t complete a database update before another action attempted to update the same table or option. Resulting in what’s called a “deadlock.”
That query is trying to add an option to the wp_options database table, which is a fairly normal thing to do on a WordPress installation.
That
ITSEC_Lib::get_lockfunction is called a number of places in our code, so I’ll need a bit more specific line where it’s failing.Also, make sure that you’re on the latest version of Solid Security, as we’ve made tons of improvements in recent releases.
Hi @ralfferrari!
That sounds like there was some downtime for either Cloudflare or the servers here at ww.wp.xz.cn or something.
Are you still having issues?
This might be something that your web host has to help with. I’ve confirmed on multiple test installations that the update works with no issue (and if it didn’t, we’d be buried in requests to fix it–we’ve had over 600,000 downloads in the last 7 days!)
Let us know if you’re still having issues, but this seems like something your web host will need to help you resolve.
Have a great day!
Thanks so much for the kind words. It really means a lot!
Hey @tshanehutton!
We’re actually not allowed by forum rules to assist with paid add-ons here. So definitely open up a support ticket at https://givewp.com/priority-support and we’ll be happy to help there.
In that ticket, please link directly to a form that’s not functional. I checked the link you provided here, and I don’t see a GiveWP form anywhere!
We’ll get it sorted out, for sure.
Ben
@webfolk Absolutely do open a ticket with priority support if you have not already.
@jedes thanks so much for the troubleshooting there. I am not seeing degraded performance on any of my test sites, so I am still at a bit of a loss as to what specifically is going on for a small subset of our users.
The original post is resolved now, and I don’t want to keep spamming that poster with new responses. Please open a new post here if you’re still having problems!
Hey @crdunst!
Definitely appreciate you reaching out here. That’s not the experience we want at all!
In direct answer to the question: yes, we plan to make it possible to skip the onboarding wizard. We’ve been having discussions internally about various improvements to the onboarding wizard will go a long way. A skip option would be fantastic (and honestly should have already been a thing).
It sounds like you may be configuring the settings in such a way as to prevent access to the dashboard for the user that you are logged in as, or something. I’m interested in finding a way to replicate that behavior, for sure.
I just tried on a test installation to reproduce that error, and I was unable to.
I’d bet if I had some steps (or even a short screencast video) of your process, I’d be able to isolate the problem faster. I’d wager it’s a configuration that I missed during testing. Can you outline which options you selected during onboarding to help me isolate things?
Your website security is our number one priority. Thanks for the years of trusting us with that!
Thanks @andreasnoll!
We really appreciate you taking the time to reach back out, and write a review.
Have a great week!
- This reply was modified 2 years, 7 months ago by Ben Meredith.
Hey @rbsalonofficial!
Apologies for the slow turnaround on this. I just tested on my own test site and hiding the back end of the site is working just fine. As a bit of proof, head over to https://solidqa1.instawp.xyz/wp-admin/
Note that you’re redirected.
If you can give me some steps to replicate a problem, I’m happy to take a look.
Final thought: your review here (which I really wish had been a support request!) was created before the (gigantic) update to Solid Security Basic last week. So try again, and we’re happy to have a look!
Hey @caordawebsol!
We have a handful of reports of similar behavior, and are trying to isolate a problem here. So far we’ve been unable to, which usually means it’s a problem specific to a certain configuration or something.
In my tests, there’s a small delay when I toggle the setting, but it eventually turns off.
What do those 403s reference?
We’re chasing a few leads trying to get the problem reproducible, and would love your help there.
Also, if you could pass along the site information (you can remove parts you don’t want to share…) the most important things I am looking for are facts like PHP version, server type (apache? nginx?) what other plugins are installed and active, what theme you are using, etc.
Thanks!
Oh, dang. Shane already replied! Oh well, you get it twice. 🙂
Hey folks!
In talking with our lead developer, we’re still unsure exactly what could cause this error in the wild, but from reading it, it sounds like the
core/modules/core/User_Query_Extension.phpfile is missing for some reason in your installs. Can you check to see if that file is present or not?If it’s not, you could try uninstalling and deleting the plugin, and reloading it from a fresh ZIP.
If it *is* there, then we need to figure out why your site *thinks* it isn’t. Solid Security calls for that file within the
vendor-prod/composer/autoload_classmap.phpfile, on line 337. So you might check to see if that file has that line (it looks like this)'iThemesSecurity\\Modules\\Core\\User_Query_Extension' => $baseDir . '/core/modules/core/User_Query_Extension.php',Like I said, we’re still trying to track it down, and haven’t been able to isolate what specifically is making that file either not be there or *seem* to not be there.
We’ll keep you posted.
Hey folks!
We’re all trickling into the offices around here (we’re distributed all over the world, but a heavy concentration in the US and West coast), but trust me when I say that we are paying attention, and looking for a way to replicate this issue. So far there’s only this handful of users reporting the issue, and with over 100,000 folks having updated over the last 24 hours, we’re still working hard to try and isolate what specifically is causing the problem.
Here’s what we need from y’all, as we try to isolate the problem:
Please add the system info (I’m specifically looking for what other plugins and what theme) for sites that are throwing this error.
Please bear with us as we continue to try and replicate a problem. The first step to resolving it is to be able to reproduce it in a test environment, and so far we haven’t been able to do that.
Woo hoo! This should be 100% resolved in the latest release. If you’re seeing differently, please open a new post here. We’ll hop right on it!
Confirmed! Thanks @nlpro for the help!
If you’re seeing any spots where there are 8.2 notices, etc, definitely pass those along. Creating a new post here is probably the best way to do that!