Olmyster Posted December 1, 2022 Share Posted December 1, 2022 Hello, All the members of my community (including myself) have a disconnection problem when they are on the community. The connection itself is fine but once identified, if we go back to the home page of the site (by clicking on the logo for example), we are disconnected. But this is only the case on this home page because if we go back to another place on the site, we are again connected and identified. It is very strange. I have cleared the cookies, tested with different browsers, deactivated the plugins, but this problem persists. Attached to this message, a small video to explain my point. Thanks for your help. demonstration.mp4 Link to comment Share on other sites More sharing options...
Marc Stridgen Posted December 1, 2022 Share Posted December 1, 2022 Are you running any caching on the server there? If so, please disable this and check again Link to comment Share on other sites More sharing options...
Olmyster Posted December 1, 2022 Author Share Posted December 1, 2022 Hello Marc. No, I don't have any cache activated on host's side. SeNioR- 1 Link to comment Share on other sites More sharing options...
Marc Stridgen Posted December 1, 2022 Share Posted December 1, 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. Link to comment Share on other sites More sharing options...
Olmyster Posted December 1, 2022 Author Share Posted December 1, 2022 Details should be ok now @Marc Stridgen Link to comment Share on other sites More sharing options...
Marc Stridgen Posted December 1, 2022 Share Posted December 1, 2022 You dont seem to have the correct htaccess in place. You need to upload this from your admin CP, which you can find in System->Search Engine Optimization Link to comment Share on other sites More sharing options...
Olmyster Posted December 1, 2022 Author Share Posted December 1, 2022 That's done but the problem still the same. Link to comment Share on other sites More sharing options...
Marc Stridgen Posted December 2, 2022 Share Posted December 2, 2022 I have created a ticket for you on this, so we can take a closer look for you Olmyster 1 Link to comment Share on other sites More sharing options...
Olmyster Posted December 5, 2022 Author Share Posted December 5, 2022 Hi Marc. How will I be kept informed of the progress of the ticket? I don't see it in my customer interface. Link to comment Share on other sites More sharing options...
Marc Stridgen Posted December 5, 2022 Share Posted December 5, 2022 51 minutes ago, Olmyster said: Hi Marc. How will I be kept informed of the progress of the ticket? I don't see it in my customer interface. This is correspondance via your email, so you would be checking there Olmyster 1 Link to comment Share on other sites More sharing options...
Olmyster Posted December 6, 2022 Author Share Posted December 6, 2022 On 12/5/2022 at 5:17 PM, Marc Stridgen said: This is correspondance via your email, so you would be checking there I apologize for getting back to you on the subject Marc but I don't have any email in my inbox yet. Link to comment Share on other sites More sharing options...
Gary Posted December 7, 2022 Share Posted December 7, 2022 Hi @Olmyster, The last email you should have received from one of my colleagues was two days ago. Have you received this email by any chance? In an odd occasion, double-check your junk or spam folder. Link to comment Share on other sites More sharing options...
Olmyster Posted December 7, 2022 Author Share Posted December 7, 2022 4 hours ago, Gary said: Have you received this email by any chance? In an odd occasion, double-check your junk or spam folder. Hi @Gary. I have not received any emails, either in my inbox or in my spam folder. Link to comment Share on other sites More sharing options...
Marc Stridgen Posted December 7, 2022 Share Posted December 7, 2022 Please ensure you are checking the email you have on file for your client account. In any case however, this is the response from my colleague 🙂 Quote It seems that the issue is caused by the Clean Talk 3rd party application which is blocking here something when the site is accessed. Link to comment Share on other sites More sharing options...
Olmyster Posted December 7, 2022 Author Share Posted December 7, 2022 I don't understand why I didn't receive the mails because the email address of my customer account is correct and functional. However, my problem seems to be solved thanks to the efficient action of your team. Thank you again for your help 🙂 Link to comment Share on other sites More sharing options...
Marc Stridgen Posted December 7, 2022 Share Posted December 7, 2022 You would need to check that with your email host, as these are indeed being sent out Link to comment Share on other sites More sharing options...
Gary Posted December 7, 2022 Share Posted December 7, 2022 9 hours ago, Olmyster said: I don't understand why I didn't receive the mails because the email address of my customer account is correct and functional. However, my problem seems to be solved thanks to the efficient action of your team. Thank you again for your help 🙂 Glad to hear it has all been sorted out for you. Please don't hesitate to get in touch with us again if you encounter any further issues with your community. Olmyster 1 Link to comment Share on other sites More sharing options...
Olmyster Posted December 16, 2022 Author Share Posted December 16, 2022 Despite the removal of Clean Talk, some of my members are still experiencing the same problem. I just noticed it myself. The malfunction is still the same. If it can help to understand the cause, I found that when we return to the home page and we are disconnected, a refresh of the page makes the problem disappear until the next connection. Link to comment Share on other sites More sharing options...
Jim M Posted December 16, 2022 Share Posted December 16, 2022 6 minutes ago, Olmyster said: Despite the removal of Clean Talk, some of my members are still experiencing the same problem. I just noticed it myself. The malfunction is still the same. If it can help to understand the cause, I found that when we return to the home page and we are disconnected, a refresh of the page makes the problem disappear until the next connection. The application is still installed on your community, I'm afraid. Link to comment Share on other sites More sharing options...
Olmyster Posted December 16, 2022 Author Share Posted December 16, 2022 Just now, Jim M said: The application is still installed on your community, I'm afraid. My bad @Jim M... It's really strange because I was sure I had it out. I think I need to see a doctor soon to make sure I'm sane 🙃 I just removed it but the problem is still there. Link to comment Share on other sites More sharing options...
Jim M Posted December 16, 2022 Share Posted December 16, 2022 5 minutes ago, Olmyster said: My bad @Jim M... It's really strange because I was sure I had it out. I think I need to see a doctor soon to make sure I'm sane 🙃 No worries. All have those days. 5 minutes ago, Olmyster said: I just removed it but the problem is still there. Might need a cache clear. Testing myself, it looks third party applications/plugins got disabled and amid the test, that resolved the issue for me. There may be another item here which is causing issues for you. I would test this thoroughly with all third party applications/plugins disabled. Olmyster 1 Link to comment Share on other sites More sharing options...
Olmyster Posted December 17, 2022 Author Share Posted December 17, 2022 (edited) 21 hours ago, Jim M said: I would test this thoroughly with all third party applications/plugins disabled. Hello @Jim M. All third party applications/plugins are disabled on our site. Can they be reactivated now or are some tests still in progress? As some of these plugins are essential in our community, while waiting for your answer, I had to close the site to our members. Edited December 17, 2022 by Olmyster Link to comment Share on other sites More sharing options...
Jim M Posted December 17, 2022 Share Posted December 17, 2022 43 minutes ago, Olmyster said: Can they be reactivated now or are some tests still in progress? This would be on yourself as we did not disable them. Link to comment Share on other sites More sharing options...
Olmyster Posted December 17, 2022 Author Share Posted December 17, 2022 (edited) So this is very strange and worrying because I haven't deactivated anything on my side... However, you may be interested to know that the initial problem persists, even with all third party applications/plugins disabled. So the cause must come from somewhere else. Edited December 17, 2022 by Olmyster Link to comment Share on other sites More sharing options...
Jim M Posted December 17, 2022 Share Posted December 17, 2022 9 minutes ago, Olmyster said: So this is very strange and worrying because I haven't deactivated anything on my side... However, you may be interested to know that the initial problem persists, even with all third party applications/plugins disabled. So the cause must come from somewhere else. Unfortunately, I am not seeing any issues present at this time. When clicking around then back to the homepage, I am still logged in appropriately. Link to comment Share on other sites More sharing options...
Recommended Posts