User reports they can't post, their post disappears when click "Submit Reply"?

[David N.]

A long time member reports issues replying to topics, along with logging issues: 

Quote

I am experiencing a few problems when using the forum on my laptop. 

Once I post a thread, any subsequent replies I try to add don't get added. I click "submit reply" but nothing happens. The text I was writing disappears but the reply doesn't get added.

I can't edit edit my posts on my laptop.

If I am logged in and viewing a thread, as soon as I try to go to any other part of the website (like to another thread or to your profile to send you a message), I get logged out. 

I have tried both Chrome and Brave browsers.

Any idea what this could be? 

[Makoto]

Are they using a custom theme on your website? Are you able to reproduce their issues at all?

It's hard to diagnose without more information, or the ability to replicate the issues yourself.

Can you try logging in to an account using the same theme and member group as this user and see if you can reproduce the errors?

[Marc]

Check if they are using any plugins on their browsers, and if so please get them to disable them and try again. 

[David N.]

No plugins and he tried two browsers: Chrome and Brave. Everyone uses the same theme on my site, which is only slightly customized - and no one else reported this issue. 

Edited March 14, 2023 by David N.

[Marc]

It can only really be an issue on his side, if its just that individual person. Unfortunately plugins was the only suggestion I had there to resolve the issue. VPNs being used maybe

 

[David N.]

The user says he has a VPN but is not currently using it. 

I tried signing in as him and I can post a topic and replies. He can reply to the topic I posted as himself. But he can't reply to a topic he posted earlier. 

Weird!

[Marc]

It is indeed, but really if there is only him having the issue, and you cant replicate it even logged in as himself, there is only one thing left unfortunately

[David N.]

I asked him and am awaiting his answer.. but is it possible that if he used a VPN when he posted that topic, and now he tries to reply to the topic while no longer using a VPN, the software doesn't recognize him and won't let him reply? Just wondering if that could be the issue. 

[Randy Calvert]

I would suggest the user try a different device such as a mobile device and also try from a different location such as a hotspot or Starbucks etc. Hopefully it will help them narrow further where their specific issue is at. 

[David N.]

Just now, Randy Calvert said:

I would suggest the user try a different device such as a mobile device and also try from a different location such as a hotspot or Starbucks etc. Hopefully it will help them narrow further where their specific issue is at. 

Thank you Randy. He can post as expected from his phone. It's just on his laptop that the issue occurs. 

[Randy Calvert]

1 minute ago, David N. said:

Thank you Randy. He can post as expected from his phone. It's just on his laptop that the issue occurs. 

In that case, I might look at antivirus software or other firewall software running on the device that could be intercepting requests.   Heck even adblockers as it could be blocking the IPS JS. 

Edited March 14, 2023 by Randy Calvert

[David N.]

Finally that user reported that he has McAfee Total Protection on that laptop where the issue occurs. Do you think that could be the issue? 

[Randy Calvert]

Total Protection includes things that can block JS and acts as a firewall, so it’s absolutely possible. He should be able to temporarily turn it off to test. If that’s the case, there should be a way to whitelist your site. 

For example:

https://www.mcafee.com/support/?articleId=TS101116&page=shell&shell=article-view

[David N.]

Thank you! I tried it and the results were: 

Categorization in URL Filter database version '505994'

	URL	Status	Categorization	Reputation
	http://logicprohelp.com	Categorized URL	- Forum/Bulletin Boards	Minimal Risk

[Randy Calvert]

That means you’re not being caught in the reputational risk database. But it could still be interfering with JS. (For example thinking it was an ad that it was blocking.)

[David N.]

Ok great thanks @Randy Calvert - so in that case is there something I can do or just tell people not to use "Total Protection" with my site? 

[Randy Calvert]

There should be a way to whitelist your site or turn it off. Step one is to temporarily disable all their protections. See if it fixes the problem. If so, they can either figure out how to whitelist your site or find the specific protection that is blocking it and work with McAfee to fix it. 

Otherwise it could still be something else on their computer. We still don’t definitively know McAfee is the problem. 

[David N.]

Ok thanks. 

[Marc]

Indeed, getting them to disable it entirely should be your first step. You need to rule it in/out first of all.