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Jim M

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Everything posted by Jim M

  1. Jim M
    I'm afraid, that would be outside our scope of support.
  2. Jim M
    Correct. You have added custom tags so the default tags will not work as they would without them. You would need to modify/remove your custom tags if the current outcome with them in place is not what you desire. The "default tags" would be those which are automatically added to a page by the software. They will not show up in the meta tag editor but if you add any of the same meta tags or similar ones which branch off of a tag, it will cause the default tag to not appear.
  3. Jim M
    This is due to you have overlaid the default tag with a custom tag. I would recommend deleting that in ACP -> System -> Search Engine Optimization -> Meta Tags. If this is not desired or changing it to one which is desired.
  4. Jim M
    When using Facebook's sharing debugger tool, I am seeing that the og:image provided in the core software is being used in the link preview (note: I've blurred specific information about your community just in case you don't want that public): Here is the tool: https://developers.facebook.com/tools/debug/ If you're seeing something different and are using custom meta tags or a third party application, I'm afraid, that would be outside our scope of support. However, if you are not, please share the URL you're attempting to share and we can review.
  5. Jim M
    Just to clarify here so there is no confusion to the community. As these particular images are Gallery images, the original resolution file is kept. This is due to in Gallery, the quality/resolution of an image is of utmost importance so if we do anything to the image in settings that requires a rebuild of any of the thumbnails we display, we require that original image to do that (otherwise, technically speaking there are a lot of compromises or incompatibilities that would need to be accounted for). Normal attachments anywhere else in our software do not follow this technical design and follow the settings mentioned at the top of this topic in ACP -> System -> Posting. Of course, if you disagree with this technical design, please leave your feedback in our official Feature Suggestion forum for further evaluation.
  6. Jim M
    Glad to hear you found a solution to your hosting issue there 🙂 .
  7. Jim M
    Glad to hear that fixed the issue 🙂
  8. Jim M
    Testing this on your community, I am seeing the URL which is in the ACP present and the emoticon image is showing up. Have you tried clearing your browser's cache? If you're still seeing it, could you please provide a URL to the topic/post which you're seeing this?
  9. Jim M
  10. Jim M
    Next week!? Yesterday would be preferred 🤣.
  11. Jim M
    Please update the credentials on file to be an email address rather than a display name as that is what is required from your login on your community. I can then take a look.
  12. Jim M
    Sorry, we would be unable to directly support a third party service. We do not recommend CloudFlare so setup and any issues from it, would be on yourself and CloudFlare to support. Please check to see if there is an update to your theme, if not, please switch to an unmodified theme and try again. If this is present on the unmodified theme, please contact your theme author for assistance. If you're still having issues, please disable all third party applications/plugins then try again to load the page on the unmodified theme.
  13. Jim M
    Are you able to provide us the System Log for this issue? I'd like to ensure we resolve this for our PHP 8.1 compatibility. Alternatively, please feel free to update your administrator login credentials in our Client Area and I can grab it. Here's how: 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.
  14. Jim M
  15. Jim M
    Please be advised, I have responded to your ticket which you have submitted.
  16. Jim M
    I'm afraid, here in support I can only instruct you on what is currently possible in the software today. If you would like any feature changed, please provide your suggestion in our Feature Suggestion forum. There are only two options currently: Your products are optionally associated where, what I described above, would be the only way to reference and prompt your users to buy the optional product. Your products are required to be associated where, when the user buys x, they are forced to buy y. From what I've read here, you're looking for both at the same time, which I'm afraid, is not possible. If you are looking for an alternative, you could always create 2 products, one has your support/renewal baked in and the other does not. This way you can accomplish the above with separate products.
  17. Jim M
    I would not recommend placing it in logs, rather it's own directory but this is your call. The permissions should be writable for your server. If you are unsure what these are, please contact your hosting provider. With all the above said, if your community is running fine without template disk caching, you may not require it at all.
  18. Jim M
    Is "Up-sell in store?" enabled with your renewal product? This will show it below the next steps screen when a user adds the associated product to their cart. NOTE: it will not show anything on the checkout screen to recommend it, only right after the user adds the associated product to their cart.
  19. Jim M
    Unfortunately, I am not having an issue uploading this image as the user or your user provided. Either this was a one-time bizarre issue at the server-level at the time of upload and has passed or the image provided has been altered since it left the user's computer and is now not encountering an issue. I would have the user try uploading again.
  20. Jim M
    Have you tried uploading the same image this member is trying? Do you get the same error? Ultimately, trying to understand if this is a user issue or a file/server issue. If you would like to provide us the file they are attempting to upload in a zip folder, so all metadata stays intact, we can test as well. (NOTE: we will also need access to the ACP as requested in your other ticket)
  21. Jim M
    Unfortunately, your FTP access details are still incorrect. I am receiving issues with your username/password provided.
  22. Jim M
    We just need an unrestricted administrator account so whatever is easier for you. Took a look at your community and you do not have one in place so no need to worry.
  23. Jim M
    Are those visual customizations done in templates? If so, please switch to an unmodified theme so that you can test again. Additionally, please disable any third party applications/plugins to verify these are not related. If you're still having issues after the above, please add your credentials on file: 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.
  24. Jim M
    Before I state the below, please be aware that third party ad providers are outside our scope of support. What I am providing you is out of my own personal experience, not any official support capacity. The script that is in your image above is your main script for AdSense, this will display their automatic in-page ads (Google decides where they go), anchor ads, and Vignette ads. This will not display manual ad banners where you select their location. Generally, this script is placed in the HTML head of your website, not in the advertisement module itself as it only needs to be included once. If you wish to place manual ad units on your site, which will show up in the places you're selecting here in our software, you will need to create a manual ad unit as well. You can see this documentation for help from Google with that: https://support.google.com/adsense/answer/9274025?hl=en
  25. Jim M
    Please ensure there are delegates for the file type you’re uploading. If it is in the case of the theme or app, you’ll want to check your server error logs.
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