Hello @vd191212 ,
I’m sorry to hear about this issue you are experiencing with our plugin.
Another step in troubleshooting problems like that is to check for plugin/theme conflict.
You can follow the steps from the flowchart:
https://premium.wpmudev.org/wp-content/uploads/2015/09/Support-Process-Support-Process.gif
Make sure that you have a backup of the site before doing any changes.
kind regards,
Kasia
Hi Kasia,
Our template is not compatible. Can you provide the code for us to manually insert the code into the header so that it can call the pop-up/plugin?
Thanks!
Hi @vd191212
I hope you’re well today!
By “template not compatible” you mean that you tested with e.g. Twenty Twenty theme and it worked there but it doesn’t work with your theme?
There’s no “code to inject into header”, I’m afraid and it’s a bit more complex than this. We’d need to find out why there’s such incompatibility. Could you tell me please what theme are you using?
Also, could you please check and let me know if on the affected page there are any errors in browser console? To run browser console simply press Ctrs+Shift+J keys (if on Windows/Linux) or Cmd+Option+J (if on Mac).
Best regards,
Adam
Hi Adam,
When checking the browser console, I picked a random page that the popup should show up and there was one error. Here’s the error:
DevTools failed to parse SourceMap: https://www.website.com/wp-content/plugins/hustle/assets/js/vendor/fitie/fitie.js.map
For privacy purposes, I removed our actual site name.
However, I did notice the popup actually working on one page. But it should be a lot more since I set up the visibility conditions to show up on All pages (except 2), all posts, and all categories.
Thank!
Hi @vd191212
Thank you for response!
This error wouldn’t be related as it’s a browser “stubbornly” expecting to use JS source maps while plugin is simply not using it. It can be silenced (the error) by changing browser console settings but it won’t change anything and plugin should work fine without it as it’s not necessary (and not used by our code).
However, since you noticed that the popup is actually working but not entirely as expected, I think the issue would be different here.
Are there any other/additional conditions set for popup? What about settings for
– Additional Closing Methods (on Behavior page)?
– Closing Behavior (on Behavior page)?
– and “Visibility after opt-in” (on Behavior page)?
Also, is thee any cache currently active or site and/or any plugin for asset (JS/CSS) optimization?
Best regards,
Adam
Hi Adam,
Answers to your questions:
– Additional Closing Methods? Close pop-up when clicked outside is turned on, everything else is off.
– Closing Behavior? Closed by…”Pop-up closed by visitor by clicking the ‘x’ icon” & “Pop-up closed by clicking outside of the pop-up” are both checked. Behavior after they close is to “Do not show this message across the site” and reset this after 5 days.
– and “Visibility after opt-in”? “No longer show this module across the site” is selected
I don’t believe there are any cache currently active as we purge the cache when we’re testing this out. I don’t believe we have any plugin for asset optimization.
Thanks!
Hello @vd191212
Can you please export your popup and share it here in your next reply?
https://monosnap.com/file/pNZAB3bGlEgXyzO2y9WqEJ8FisDXCG
Warm regards,
Dimitris
