FZ Posted January 5, 2022 Posted January 5, 2022 I opened this message in the wrong place. Everything is up to date on my IPS including the theme. When I try to edit templates in my custom databases I am getting this error: It doesn't seem to affect every template, just the one I want to use to display the database record. Help!
FZ Posted January 5, 2022 Author Posted January 5, 2022 Looks like some of the theme templates are not saving either.
Daniel F Posted January 5, 2022 Posted January 5, 2022 We would need to look further into this for you, however the access details on file appear to be incorrect or missing. Could you please update these details by visiting your client area, selecting the relevant purchase, then clicking "Review/Update Access Information" under the "Stored Access Information" section. We look forward to further assisting you. ( Your ACP login requires the email address, but we have only the member name on file)
FZ Posted January 5, 2022 Author Posted January 5, 2022 Just now, Daniel F said: We would need to look further into this for you, however the access details on file appear to be incorrect or missing. Could you please update these details by visiting your client area, selecting the relevant purchase, then clicking "Review/Update Access Information" under the "Stored Access Information" section. We look forward to further assisting you. ( Your ACP login requires the email address, but we have only the member name on file) I just updated those details this morning and that shouldn't be the case that you can't login with the username. I am not using the email login method. Check again now - I think I may have put the wrong password in, but you definitely don't need an email address. I just logged in with the credentials no problem.
Marc Posted January 5, 2022 Posted January 5, 2022 Could you please confirm which site this is referring to? The one you selected when creating the topic requires email
Marc Posted January 6, 2022 Posted January 6, 2022 2 hours ago, FZ said: Still waiting on some support here... While we are much faster than that, support response can be up to 72 hours per terms of service. You have been answered quite a few times during that period, and unfortunately we are still unable to gain full access to assist.
FZ Posted January 6, 2022 Author Posted January 6, 2022 It really shouldn't take 24 hours for a response to any support request, especially if login details that were uploaded aren't correct. If support is taking more than 24 hours to tell you that your login details are still incorrect then I'm afraid the system is broken and needs urgent review. There should be a live chat support if you are going to be charging what you do for support licenses.
Marc Posted January 6, 2022 Posted January 6, 2022 31 minutes ago, FZ said: It really shouldn't take 24 hours for a response to any support request, especially if login details that were uploaded aren't correct. If support is taking more than 24 hours to tell you that your login details are still incorrect then I'm afraid the system is broken and needs urgent review. There should be a live chat support if you are going to be charging what you do for support licenses. I fully appreciate what you are saying there, and it does indeed not take that long usually. However, there have been multiple issues here. You first of all added the wrong site as the association here, so we were not trying to log into the correct site. Then the details you entered for the correct set were also incorrect. These items are for yourself to check, rather than ourselves. Your ticket was ready to be looked at by my colleague some 23 hours ago. We determined it was the wrong site some 22 hours ago, but the details were still incorrect. Had the above been entered correctly, we would have been looking at that straight away. Someone will be looking at this as soon as possible
FZ Posted January 6, 2022 Author Posted January 6, 2022 (edited) To be honest, I didn't see the option to select which license you are asking for support for when creating this topic. Perhaps logic should be to have nothing selected by default for that field and then if it isn't selected provide a message to ask the user to please select which license it applies to, not just have one selected by default. I look forward to finally getting to the bottom of this strange problem. Edited January 6, 2022 by FZ
FZ Posted January 6, 2022 Author Posted January 6, 2022 2 minutes ago, Marc Stridgen said: Please could you let me know which database? There's only one?
Marc Posted January 6, 2022 Posted January 6, 2022 8 minutes ago, FZ said: There's only one? An example if what I would need there. I have this from your pm now, thank you
Marc Posted January 6, 2022 Posted January 6, 2022 Our developers will need to take a closer look at this, and a ticket has therefore been created on your behalf. Someone will be in contact as soon as possible with an update
Solution Marc Posted January 6, 2022 Solution Posted January 6, 2022 On reviewing your ticket, I see the issue was related to WAF on the server. Just adding this here as a follow up in case anyone comes across any similar issue, but glad to see the problem has been resolved SeNioR-, Jim M and FZ 3
FZ Posted January 6, 2022 Author Posted January 6, 2022 I am also relieved to have found the problem. It is curious though that it would only stop me from saving the record template and not most of the other ones I tried.
Marc Posted January 6, 2022 Posted January 6, 2022 8 minutes ago, FZ said: I am also relieved to have found the problem. It is curious though that it would only stop me from saving the record template and not most of the other ones I tried. Much will depend on the content it finds and the rules involved there.
Daniel F Posted January 6, 2022 Posted January 6, 2022 It’s caused either by the size of the template or a specific variable inside the template, your host should be able to clarify this. I‘m also currently working on some improvements to the error handling to return a more useful error message in such a case. Jim M, Marc and Mark H 3
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