Hey Jacob. Sorry about the site. We’re experiencing server issues at the moment.
Regarding your problem, it indeed sounds like something is wrong. Just a few questions:
- Is this happening on every page?
- How many (roughly) users do you have on your site?
Cheers,
Julien
Moderator
Jan Dembowski
(@jdembowski)
Forum Moderator and Brute Squad
Hey, I have purchased a product from your store and went to post my support question there, but your site was down… 🙁
That’s not good. @julien731 this is what is normally posted.
For pro or commercial product support please contact the author directly on their site.
As the author is aware, commercial products are not supported in these forums. As you are their customer I am sure they will have no problem supporting you there.
Which can be summed up as “Don’t support your customers here.”
Please provide an alternate way to support your customers and I’ll close this topic.
Very sorry about this issue @jdembowski. We are currently having server issues which is why our site is down. We are working on fixing this.
However, I believe Jacob refers to an addon he purchased for Awesome Support when he says:
I have purchased a product from your store
The problem he is having however seems to be related to the core plugin available for free on WP.org.
Yes, Julien, that’s right.
I have purchased an add-on, but the issue is with the primary plugin that is provided for free, so I believe support here is appropriate.
Sorry to create any issue for you Julien–you guys at Awesome Support have been consistently awesome.
@jan, sorry to cause any confusion.
Julien, in response to your questions above.
1. Yes, it is happening on every admin page. I read in another thread about how WPAS is perhaps looking up info on all users on every admin page which was leading to the slow load time, but I don’t know if that’s what’s happening here.
Front-end pages are not affected–my pages there are cached well and still loading between .5 and 1 second.
2. I only have about 20 users. I don’t know if the load time is 5 sec, 10 sec, or 20 sec, but either way, the load time in the admin is so sluggish as to make the admin unusable.
We were just getting started with the online ticketing too–we’re very excited to get it back up and look forward to any response you can give.
Thanks so much. Please let me know if we need to switch this support thread to another forum. Thanks again,
That doesn’t sound normal at all, especially if you have only 20 something users. Could you possibly use Query Monitor to see if you can spot any particular slow query.
Hey Julien,
So check out this screenshot–for whatever reason an http request is taking 5 seconds?
https://tingenwilliams.com/wp-content/uploads/2015/08/Screen-Shot-2015-08-18-at-11.24.50-PM.png
Oddly enough, it’s not doing it every page load now, and admin pages are loading generally between .5 seconds and 3 seconds on the long end, so it seems to be okay with the plugin active, but every now and again it loads and there’s an odd, overly long http request to getawesomesupport.com.
Any thoughts?
I know what this request is, but I don’t know why it takes so long…
One thing you could do is change the cache lifetime for the data retrieved. You can do this by adding the following filter to your theme’s functions.php:
add_filter( 'rn_notice_caching_time', function() { return 24; } );
This will increase the cache lifetime to 24 hours.
Cool, it doesn’t seem like it’s as big a problem as it was when it was slowing things down last week.
I’ll add the filter and keep monitoring the situation with Query Monitor. If it pops up again I’ll reopen the topic and let you know.
Thanks,
Hey, so I think I’ve figured out why it slows down in my backend so much.
Check out this screenshot from that Query Monitor plugin: https://tingenwilliams.com/wp-content/uploads/2015/09/Screen-Shot-2015-09-01-at-8.59.05-AM.png
I realized that the queries taking so long are to the getawesomesupport.com website, and I just noticed that your site seems to be down over there.
The last time I was having trouble, your site was down then too. I’m pretty sure it’s just these calls to resources that can’t be accessed right now.
This is happening on non-ticket pages in the admin. Is there a way to eliminate these calls on non-ticket pages so that it doesn’t slow down the entire admin?
I can’t think of a reason to call them otherwise. Also, the entire plugin seems to be working fine in terms of functionality–it’s just these queries to your website seem to slow things down. Are they necessary? Is there a way I can block them?
Thanks again–still love this plugin and it is doing what we need it to.
Thanks for the update Jacob. I appreciate it. What we’ve done now it that we’ve upgraded our server as those interruptions were becoming too frequent.
Regarding the request to getawesomesupport.com, there is currently no way to deactivate it but I could add a filter for that. We will be brainstorming about that anyways to see if we can come up with a more reliable solution.
So, I did some digging and found the following which I input into my config file:
define( 'WP_HTTP_BLOCK_EXTERNAL', true );
It makes my admin suuuuper fast. I just don’t know if it’s the kind of thing I want to keep activated all the time.
Thanks for your reply to my last comment. Great plugin.
I understand. It doesn’t sound like something you wanna have on all the time. I’ll definitely add a filter for just our request first of all so that you don’t have to block everything 😉
