Not able to activate Videos application

[Etienne A]

Hi, good morning,

Recently I have updated my Invision Community to the latest version. Since this moment I am not able to (re)activate the application 'Videos' from MichaelJ. I already contacted the author of this application but he advised me to contact Invision Community Support as the application is up to date and should be working. It seems like something is wrong in the software. 

Could you please advise how to solve this? Is there any possibility to overrule the locked application? 

Thanks in advance for any support.

Regards, Etienne 

[Jim M]

If you go to ACP -> Support, is the application still listed there as an issue with PHP 8 compatibility? 

[Etienne A]

Hi, thanks for your quick response.

No, it's not listed as an issue with PHP 8 compatibility. The author also confirmed that this application is PHP 8 compatible. 

 

[Jim M]

Thank you for bringing this issue to our attention! I can confirm this should be further reviewed and I have logged an internal bug report for our development team to investigate and address as necessary, in a future maintenance release.

 

[Etienne A]

Okay, thanks for investigating this issue.

Could you please give any prognosis in terms of timelines? A lot of customers and members use this external application. 

[Marc]

We are unable to provide timelines for the fixing of issues unfortunately.

[InvisionHQ]

I confirm that I have verified the same thing on an app. Even when removing the file reported in the scanner, the app remains locked.

[Etienne A]

Could you please give an update on this? Do you expect to provide a fix for this in next update?

[Jim M]

Could you please provide access? I would like to investigate on your installation if this is still happening.

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. 

 

[Etienne A]

Sure, Jim. Apologies for my late response.

I've updated access details. Please let me know if you require anything else. Thanks in advance for your support. 

 

 

Edited June 5, 2023 by Etienne A

[Etienne A]

Please let me know if this information is sufficient. 

[Marc]

Before we continue here, could I please confirm you have upgraded the app and not just manually removed a file? Thats not going to work if you have just removed a file

[Etienne A]

I didn't changed or removed anything manually. The problem has occurred after the upgrade to 4.7.9. Since that moment, no changes have been made to the particular application. 

[Marc]

That being the case, you would need to get an update  to the application. If the author is having issues with the application being locked incorrectly, they would need to contact us on this. 

[Etienne A]

Hi Marc, thanks for responding.... but after more than 1,5 month this is not a great answer. I get a lot of complaints from my customers and already contacted the author. The application is now more than 2 months offline. This is what I received from the author @Michael.J 1,5 months ago:

Apologies for the delay, I've just checked and I can't see any error log for why the Videos app is locked. IPS have already confirmed it's compatible with IPB 4.7 and I just checked my test board too and it's not locking the app for me.

This might be an error on IPSs end, could you please contact them and check why it's locked?

Michael

I kindly request you to solve this issue or contact the author yourself. Could you please let me know further steps?

Regards, Etienne

 

Edited June 13, 2023 by Etienne A

[Marc]

I understand your frustration, and have marked this for our developers to take a look at to see if they can advise. However the reality is, issues with 3rd party applications are the responsibility of the developers of those items. If there are issues they are coming across that are as the result of the core application, they would need to report those bugs accordingly. It does seem from the above, you are not the only person having issues with that application in the same manner.

[Etienne A]

Thanks for your help and support, Marc - appreciate it. Please let me know further steps.
I’ll share the content in this topic with the developer, just to inform him about above statement. 

 

[Etienne A]

Hi Marc,

Just curious. Can you share any expectation on the next update for this matter. 

Thanks!

Regards, Etienne

Edited June 26, 2023 by Etienne A

[Marc]

This would be looked at once a developer has chance to go through. As mentioned a few times there, the route should be through the developer of that application, and if they have specific bugs they should report those. The way we are doing this at present is the slower route unfortunately

[Matt]

The most we could do would be to remove the app but that would mean losing your data. I would work with the app author to better understand what the issue is.