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Jim M

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Everything posted by Jim M

  1. Jim M
    Does the user in question have more than 1 group attributed to them? Do any of those other groups have access? If so, this would cause that. Otherwise, we would need the forum name and an example user's display name (or ID) to investigate. Along with access: 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.
  2. Jim M
    I'm afraid, as this is a hosting issue. You would need to work with your hosting provider to figure out what is blocking access to the software.
  3. Jim M
    Was just about to mention that you're using Ezoic and they are injecting some HTML into there causing issues with the Javascript.
  4. Jim M
    Do you have enabled on that forum which they can see "Users without read permission can open forum?"
  5. Jim M
    Looks like there is a theme or third party application/plugin preventing this from functioning properly. Please disable all third party applications/plugins and switch to an unmodified theme.
  6. Jim M
    Unfortunately, that may not be correct. Depending on your server configuration, that can actually prevent files being written to. Checking with your hosting provider or server administrator to ensure PHP can write would be the first step if you are unsure how to do this correctly.
  7. Jim M
    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.
  8. Jim M
    Only the Block Manager would be able to remove these items. Could you please let me know the page these are on? I do notice that you have a custom block with a Discord embed in it. This may be creating Javascript issues on the page preventing other items. You may also wish to check that your server is not blocking the removing of these blocks.
  9. Jim M
    Your server is blocking the connection with a 403 permission denied error. If you're using CloudFlare, please ensure that your rules are not blocking it.
  10. Jim M
    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.
  11. Jim M
    I have responded in your ticket. Please be sure to reply there for further info 🙂
  12. Jim M
    Would recommend disabling all third party applications, plugins, and switching to an unmodified theme to rule those out then.
  13. Jim M
    This is likely a write issue on your server. Please have your hosting provider or server administrator ensure that PHP can write to the /uploads folder and create new folders/files.
  14. Jim M
    This is the first time I've seen this issue but as you are on a significantly outdated release, this issue is likely fixed. I would recommend upgrading as soon as possible.
  15. Jim M
    Looks like you replied. Our team will work further in assisting you and getting your community back online. 🙂
  16. Jim M
    As you have a self-hosted installation, you will need to contact your hosting provider for a backup.
  17. Jim M
    We have indeed sent you an email instructing you about the escalation.
  18. Jim M
    Before running SQL queries with an unexperienced administrator, I would recommend resetting your password via the software. The link to the password reset can be found by going to the login page on the front-end and clicking "Forgot your password?" If you have email working on your community, then resetting your password will reset the lock and you can login with your new password.
  19. Jim M
    Seems to have come back after the recovery mode so I have escalated your ticket. Please check your email for further correspondence.
  20. Jim M
    I enabled recovery mode on the site and disabled all third party applications, plugins, and themes. Please make any modifications you need and slowly enable them again.
  21. Jim M
    The theme in the ACP is different than the front-end so you should be able to access it. If you're still having issues after disabling Ezoic from your domain, let us know.
  22. Jim M
    Would recommend undoing any connection with Ezoic as it appears to be impacting the login of your community which is why you can't login to the ACP. We actually do not recommend running Ezoic and cannot guarantee that any reverse proxies work on our Cloud.
  23. Jim M
    Correct.
  24. Jim M
    On our Cloud, it's a pretty simple process. The first step is obviously, you need to purchase your domain. Then you can go to Client Area -> My Purchases -> click your package -> Change Domain. Insert your domain there, it will give you the nameservers to change at your domain registrar (where you bought your domain). Our team will receive the request and should the nameservers be set, we will make the change so your community loads over your domain. If you have questions on how to set your nameservers, contacting your domain registrar is the best step as they all can be slightly different 🙂 . If you want to use a sub-domain, the process is slightly different but sounds like you want to use a root domain so we won't go into that process 🙂 .
  25. Jim M
    Glad to hear you got things resolved. If you were viewing as a guest, this might have been page cached when permissions were incorrect and it cleared.
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