Support » Plugin: PayPal for Divi » Causing Divi Builder in backend to Time Out

  • Resolved crzyhrse

    (@crzyhrse)


    Hello, this plugin is causing the Divi Builder in the backend to Time Out so I am unable to edit any pages… It is definitely narrowed down to this plugin… Doesn’t interfere with the visual builder that I know of, though I don’t use the Visual all that much… To clumsy for me…

    It started happening after the last Divi update… Possibly the update before, didn’t discover it right away…

    I am using this plugin and your PayPal IPN for WordPress plugin together… The IPN plugin is not causing the issue, though they both may need some attention…?

    Would really like to keep using these, and so hoping you will update them to the current Divi circumstances…? You can be confident of a shining review for both if you do…

    Kind regards,
    John.

    • This topic was modified 1 year, 3 months ago by  crzyhrse.
    • This topic was modified 1 year, 3 months ago by  crzyhrse.

    The page I need help with: [log in to see the link]

Viewing 15 replies - 1 through 15 (of 38 total)
  • Plugin Contributor angelleye

    (@angelleye)

    Hmmm…we haven’t had any other reports of this, but I’m going to take a look at my test site real quick to see if I can reproduce this issue. I’ll respond again in just a little bit.

    Plugin Contributor angelleye

    (@angelleye)

    On my test site I was running Divi 3.0.89 and I wasn’t having any issues. I updated to 3.0.92, and still I don’t seem to be having any issues.

    I would recommend ensuring that you clear out any caching / CDN tools you might have in place after having updated Divi. I have seen the Divi builder lag at times in general, and that always seems to fix it for me when it happens.

    The IPN plugin definitely would not be causing anything with Divi as it doesn’t touch anything in Divi at all. This plugin does, of course, but again I am not having any issues on the latest version of 3.0.92.

    Please try clearing out caching / CDN, as well as your browser cache, and let me know if you continue to have problems.

    This took me a while to discover, thinking it was something other than plugin, because there has been a lot of this same issue recently with Divi… Seeing all that caused me to look in some unfruitful directions for a while…

    So I have done all you suggest above in spades…

    Rather than messing with the live site anymore, which the link here goes to, I set up a new cPanel in my reseller account and migrated the site to it… The issue continues there and that is where I narrowed it down to this plugin…

    Both sites are php 7.1, and php limits are all per Divi suggested limits and actually more in all cases…

    I have 12 Divi sites in this reseller account… This is the only site (2 now with the Dev duplicate) that is experiencing the issue, and the only one(s) using this plugin…

    I use a lot of plugins, and no issues with any other in these regards, or any other issues with plugins at the moment…

    I can give you Admin access to the site so you can see it yourself, if you’ll give me an email address…? Even cPanel access if you’d like… Would love to get this fixed and keep using your plugin… View access is restricted to logged in users for the Dev site… Can also whitelist IPs for viewing, with the plugin I am using to restrict…

    Kind regards,
    John.

    Plugin Contributor angelleye

    (@angelleye)

    We can do that, and if it turns out to be a problem with our plugin we can get it resolved in our usual update process. However, if it turns out to be an issue at your end we’ll need to bill for premium support time.

    Please submit a ticket here so we can work more directly and share credentials as necessary. Make sure to reference this thread please. Thanks!

    With all that I am describing above this is clearly your plugin causing the issue…

    So I am not agreeing to any premium support time, or starting a ticket in your system that would lead to that… It is rare in my experience that any plugin author would even suggest any of this… And I have been all over these forums and WP a lot for a long time…

    I have offered you my own resources to use, to fix your plugin, if you’d like to use them… I am not asking you to fix my site, I am asking you to fix your plugin…

    !2 Divi sites in my reseller account, approximately 150 plugins between all of them (per ManageWP), and only this plugin with issues… Maybe give some thought to this, and the rest of what I have shared above…

    Servers and WP circumstances are all different, unique… That this is not being reported to you yet is partly that, and may easily also be partly that this is just now happening with the latest Divi update, so that many may not yet have both updated and tried to edit with the backend Divi Builder, with your plugin active… I didn’t discover it for a while myself, because it is a live site doing fine…

    This plugin has also not been updated in 10 months, and the last several WPs brought a whole lot of changes… And Divi has changed hugely in that time… Am also curious what php version you are running on your test site… If it is not 7.1 it is not an accurate test…

    If you don’t want to fix your plugin and do it without attempting to position me to pay you for fixing it, then I’ll review accordingly and move on…

    Kind regards,
    John.

    • This reply was modified 1 year, 3 months ago by  crzyhrse.
    • This reply was modified 1 year, 3 months ago by  crzyhrse.
    Plugin Contributor angelleye

    (@angelleye)

    John, I’m sorry, but it is not clearly our plugin causing the issue. I am indeed running on PHP 7.1, and I did update to the latest version of Divi followed by testing the editing of pages with the Divi builder. I am experiencing no lag at all. Everything is perfectly snappy, and again, we do not have any other reports of this problem.

    You mention that you are running a bunch of plugins, so the odds of there being a conflict are pretty good. Whether that conflict resides on our end or on the end of one of the many plugins you’re using is not known at this point. You also mention that you’ve seen similar issues with Divi in the past (and I have as well, even without our plugin installed.) I cannot be paying my guys to troubleshoot a conflict with a 3rd party plugin. If, and only if, that sort of thing came up is when we would have to bill for the time. Our reputation speaks for itself. We do not ever “attempt to position people to pay” for anything related to bugs in our software, and frankly I don’t appreciate the sentiment. I also don’t appreciate the threat of “review accordingly”. I do not respond well to people trying to use bad reviews to get us to free work for them, beyond the free plugin we’ve already provided. Who’s the one trying to “attempt to position” the other here..??

    You are using two powerful plugins of ours that you have not paid a dime for. Saying that we would need to bill if the problem was outside of our plugin is not out of the ordinary at all, especially for a FREE plugin. If you are confident that the problem is with our plugin then you should not have any worries at all about what we’ll find while troubleshooting. Whatever we do find, we would outline it with you in detail so that you know exactly what was causing the problem and how we fixed it.

    The first step would simply be to disable all the other plugins except for ours to see if the problem remains. If not, then we would re-enable each of others one-by-one until the problem comes back. Once we find the culprit, then we can look to see if there’s something we need to fix in our plugin, or if it’s something they need to fix in theirs. If it’s something we need to adjust in ours then that would not be a billable task. If we find that the 3rd party needs to fix theirs, then yes, we would need to bill for the time we spent (and I paid for) to find the issue for you. I don’t see how you could possibly feel that isn’t reasonable..??

    If you want to follow those procedures to find the culprit then we could install that plugin on our test site to see if we can reproduce the problem and check which side the conflict resides on. In this case there would be no charge from us, obviously. If we are able to reproduce it and we find the problem is on their end we would reach out to them and let them know, and it would be up to them to fix it. If the problem is on our end we would fix it and include it in the 1.0.5 update that we’ll be releasing soon either way.

    If you cannot accept this procedure then I guess we simply agree that we are not a good fit and can respectfully go our own separate ways.

    • This reply was modified 1 year, 3 months ago by  angelleye.

    I can give you Admin access to the site so you can see it yourself, if you’ll give me an email address…? Even cPanel access if you’d like…

    Please do not discuss admin access or request or post email addresses on the forums:
    https://make.wordpress.org/support/handbook/forum-welcome/#the-bad-stuff

    If you need to contact the plugin author for further troubleshooting please use the link they have provided.

    You can be confident of a shining review for both if you do…

    If you don’t want to fix your plugin and do it without attempting to position me to pay you for fixing it, then I’ll review accordingly and move on…

    Either way, please don’t try to pressure the developer by implying the type of review you may, or may not, provide.

    Will do… Thanks for reminding me… I’m moving on…

    Kind regards…

    OK, This went sour, and I take full responsibility for my part in it going that way…

    Have well over a dozen hours into this, and counting, including a corrupted database on the live site in the midst of it… It was at that point that I migrated a copy to a dev site, after restoring the database… I had been following some threads in the Divi forum that lead me astray for a while…

    And then my aversion to paying for what is offered as a free plugin came into it… Most of the work I do with sites is for free or for very little… I have a lot of affection for the image of WordPress as a world community that is about helping each other foremost of all, in part because of some shared affection for all that can be done with WordPress… The world needs more communities like this, in my opinion… So much else seems to be going in the opposite direction…

    And no excuses, just trying to broaden the picture a little bit… I didn’t need to bring any of the above with me into this…

    So… I have narrowed it down as you have requested…

    When all plugins but yours are deactivated the issue is gone…

    I made an assumption when I got down to it that that was it, not thinking past it, that it might be combining with another plugin lower down.. Perhaps partly because they are pretty much all tried and true plugins I have been using a long time, well supported and updated…

    It is the ShortPixel Image Optimizer plugin that your plugin is hooking up with to cause this issue… When just the two of them are active the issue occurs… When either by themselves is active it goes away…

    I have ShortPixel on all my sites… It is totally current with WP… I have experience with them in the past as being very willing and quick to address issues…

    I’ll leave it here…

    Plugin Contributor angelleye

    (@angelleye)

    Ok, great. I think we’re a lot alike with regard to the WordPress community and helping as much as we can for free, and I can understand that sometimes this stuff just gets a little frustrating. No hard feelings.

    I’m glad you were able to find the conflict. That helps a lot. We’ll install that plugin to see if we can reproduce the problem and figure out where the hiccup is. I’ll update again here once we verify that.

    Thanks!

    “Hats off” to @crzyhrse for a willingness to come back, set things straight and offer additional information to help isolate the issue. And “thanks” to @angelleye for a developer’s perspective and a willingness to pursue a solution with a third party. Great example of a collaborative effort, the kind that contributes to making the WordPress community a better experience for everyone.

    Plugin Contributor angelleye

    (@angelleye)

    @crzyhrse, We’ve been doing quite a bit of testing with this, and what we’re finding is that regardless of whether or not our plugin is active we are able to reproduce the timeout issue you reported when the ShortPixel Image Optimizer plugin is enabled. Based on this it seems the issue is with their plugin and is not related to ours at all.

    We were able to resolve the issue by adding the following into our .htaccess file:

    <IfModule mod_substitute.c>
    SubstituteMaxLineLength 10M
    </IfModule>

    You may want to give that a try.

    Plugin Contributor angelleye

    (@angelleye)

    I have submitted a ticket on their support forum about this issue: https://wordpress.org/support/topic/plugin-causes-divi-builder-to-timeout/

    Hi @angelleye,

    The very first thing I did was to install that code, when the issue first appeared…It it did not and does not resolve this issue, in this case…

    I also have the ShortPixel plugin installed on ALL of my sites, including a round dozen Divi sites, in development, live, and test installations… I’ve been using ShortPixel to optimize images as they are uploaded for at least a couple years now… I have NEVER seen this issue on any of my sites, ever, and it is STILL not appearing on any of my sites (again, all of them with ShortPixel installed), EXCEPT for this very one site that your plugin is installed on…

    All of my sites have many other plugins installed as well… How you are managing to reproduce the issue with just ShortPixel active I cannot imagine…

    To say it again, nowhere else on any Divi site of mine has this issue appeared, except now recently, and only since the recent Divi update, on the one and only site that this plugin of yours is installed on and active… And none of those sites have had the above code in them either…

    Where the issue occurs is on the very one and only site your plugin and ShortPixel together are installed… With or without the above code… Deactivate either plugin and the issue goes away…

    I believe it may be that you are not looking deeply or broadly enough at this issue…

    Kind regards,
    John

    Edit: To stay transparent, for others, you will of course know, I posted in the ticket you started in the ShortPixel forum…

    • This reply was modified 1 year, 3 months ago by  crzyhrse.
    Plugin Contributor angelleye

    (@angelleye)

    @crzyhrse, We’ll take another look, but the fact is we were indeed able to reproduce the problem you are describing with the ShortPixel plugin installed and WITHOUT our plugin installed at all.

    Are you running caching / CDN services on this site where the problem exists? It still sounds to me like you could have something like that interfering. It’s always best to completely disable those things when troubleshooting this sort of an issue to ensure you are never running on cached pages when you make adjustments like enabling/disabling plugins, or updating the htaccess file.

    Again, in our testing we are NOT able to reproduce the problem you describe if we do not have the ShortPixel plugin enabled. Once we do enable it, then we are indeed able to reproduce the problem you describe, but it was random. Sometimes it would happen and sometimes not when editing different pages / posts. Then we applied that htaccess update after doing some Googling, and after that we edited a few pages/posts without the issue popping up again.

    At that point we went ahead and enabled our plugin to see if the issue would come up again, and we tested the updating of about 10 different pages/posts without seeing this issue again.

    I’ll take another look, but the issue seems clear to us that the problem lies in the ShortPixel plugin as opposed to the combination of the two. I’ll update again after I play around with this a little more.

Viewing 15 replies - 1 through 15 (of 38 total)
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