• Resolved djwilko12

    (@djwilko12)


    Hello,
    We have set a popup that on desktop is showing fine, but not on mobile. What could be happening? We flushed cache… but still not showing up. Please help.

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Support Sygnoos Support

    (@sygnoossupport)

    Dear @djwilko12 ,

    Thanks for sharing the issue with us.
    Please, clear the website cache and then once again check the popup on mobile. If this doesn’t help then we would need information to understand the issue.

    1) Please, send the link where the popup is supposed to show.

    2) What mobile device was used to check the problem with mobile?

    3) The system info file would be appreciated.
    You can retrieve it from here:

    How to Retrieve the “System Information” File
    Please send it via wetransfer.com using the link retrieving option.
    Like this: https://prnt.sc/qr3ntv`

    4) Also, we would love to have the popup exported to see the options chosen. Please, follow the instructions in the article called How to export/import popups
    The exported popup can also be sent via wetransfer, the same way as the system info file.

    P.S. In case you don’t want the system info file or else the exported popup to be shared here, you can send the requested information to support@popup-builder.com

    earth_human

    (@earth_human)

    Same problem is happening for our site IF this setting is selected in our optimizer plugin, and we really need this setting because it makes the site load MUCH faster:

    “Combine JavaScript Files
    RECOMMENDED
    Combine multiple JavaScript files into one to lower the number of requests your site generates.”

    Again, the problem only happens on mobile when I have this setting selected. I can exclude the three popup plugin JS files from combining, but this has no effect.

    Please help.

    Plugin Support Sygnoos Support

    (@sygnoossupport)

    Dear @earth_human ,

    Is this comment connected with the other thread that you’ve opened? If it is, please, tell us what optimizer plugin you use there so as there is no misunderstanding.

    Thank you!

    earth_human

    (@earth_human)

    I think it’s loosely connected but the error (from my other post) went away. My current issue is that popups don’t work on mobile. We use SiteGround hosting and they provide a plugin called “SiteGround Optimizer” which is similar to other caching plugins. When I use the “Combine JavaScript Files” setting, THIS causes the problem, but we REALLY NEED this setting because it lowers our site load time from 9 seconds to 1.5 seconds.

    Screenshot of the setting:
    https://ibb.co/NT2ZTML

    I can exclude the 3 popup related JS files from combining, but this has no effect. I even tried to choose ALL 40 JS files in this list and it has no effect. Popups don’t work on mobile.
    https://ibb.co/s5jPSwZ

    Please we need some kind of workaround or hack so that we can use this setting and popups still work on mobile devices. PHP adjustment, HTML, JS, CSS, etc. We need a workaround. This setting is currently off so that popups can work, and our site is loading slowly.

    And here is my popup export XML file but I don’t think this helps because the problem is happening on ALL popups: https://we.tl/t-Y39JQnLd2M

    I think my previous test result was not correct because I didn’t use an incognito window. This issue is happening for mobile AND desktop when my caching plugin uses the “Combine JavaScript Files” feature,. Excluding the three popup builder files does NOT fix the problem.

    Plugin Support Sygnoos Support

    (@sygnoossupport)

    Dear @earth_human ,

    We tried reproducing the issue you had, however, for some reason we failed.

    Could you contact us via Live Chat or email at support@popup-builder.com so the problem can be properly investigated?
    Please, also send the link to this thread so the case can be easily identified by the team.

    Thank you!

    Thanks. I have sent an email with all the information so I’ll close this tab and monitor my email instead.

Viewing 8 replies - 1 through 8 (of 8 total)
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