hi
I went to your site but I can’t view the support page because it’s behind maintenance mode.
Check if there are errors in the console or in the PHP error log. The plugin should work out of the box as we have the same version on our website and the demo site.
best regards
Hello smartcat
I’m sorry, but I have the same error as mauriecherie. The support-site doesn’t work.
Have a look: https://kostnix-web.de/support
Can you help us?
Greetings
hi there,
I went to your site to test but I believe registration is disabled so I can’t test registration/logging in.
But looking in the console, I can see multiple JavaScript errors “jQuery is undefined”. jQuery is required for the plugin to run, and uCare declares jQuery dependancy, however it seems like there’s an error happening on the site preventing jQuery from being declared properly. Try disabling your plugin that is combining all the JS files into one. Some caching plugins attempt to move jQuery to the footer of the site, and that is not a good practice generally because it causes javascript errors.
See errors here: https://snag.gy/UK1GAR.jpg
Hello
Many thanks for your response.
I’ve looked at the javascript errors.
The support page tries to access scripts in the main folder / wp-includes / js /, but for me wordpress is itself in a subfolder, so the plugin should access the scripts under main folder / wp / wp-includes / js /.
New users can register, see https://kostnix-web.de/come-in/?action=register.
Only for the support page is the registration for new users not possible. But I do not know why this is so.
Thank you for your help!
Can you explain how you have set up your WordPress install ? it seems that home_url is returning https://kostnix-web.de
The support system is using jQuery like this:
<script src="<?php echo home_url( 'wp-includes/js/jquery/jquery.js' ) . '?ver=' . $ver; ?>"></script>
Does this mean that your Home URL and Site URL are different ? If so, can you explain why ? this seems weird to me.
Best regards
Hello smartcat
Yes that’s right.
The URL of the website is https://kostnix-web.de.
The address of the WordPress installation is https://kostnix-web.de/wp/.
The redirection is done via .htaccess via mod.rewrite.
For further information click here:
https://codex.wordpress.org/Giving_WordPress_Its_Own_Directory
So far no PlugIn had any problems with it. Only your plugin does not want to work, which I find a pity because I consider it a very good plug-in.
Do you have any ideas?
Thank you very much for your efforts!
Ok thanks for the insight – There’s a small change that we can do which I’m sure will make it work for you. I will deploy the fix tonight and you should be able to run the update and test again.
Thank you for your help!
Is then also the Addon “Email Pipe” work or are there then also necessary changes?
I am enthusiastic about your support!
No this change only impacts the core plugin jquery loading. Email piping is not impacted by this as it doesn’t use jQuery.
This is the change https://github.com/smartcatdev/support-system/pull/252/commits/b9037ff3371a25c2d62d51cf6e0e813c38a6abc7
Simple 1 line change 🙂 Thanks for helping us discover it. Im interested to see if you have any other issues after the update. Feel free to update it yourself if you want for now. It’s inside templates/header.php
Best regards!
Thank you for your help.
Unfortunately, changing line 41 does not help. With a manual extension of the old line 41 around the folder / wp / it works partially.
It will continue the script
https://kostnix-web.de/wp-includes/js/underscore.min.js?ver=1.4.1 not found. The path should also be adjusted.
But where?
can you work with me from the support ticket here: https://support.smartcatdesign.net/
Thank you!
Issue resolved directly with @nixiknw through our help desk. Plugin update will include support for sites where WordPress lives in a different directory, other than the root. This will be deployed in the next update which will be out very soon.
GitHub PR: https://github.com/smartcatdev/support-system/pull/252
Please take a minute to leave us a review here: https://wordpress.org/support/plugin/ucare-support-system/reviews/
@maurichieri Im not sure what the error you’re having is as the site is still behind maintenance mode. If you are able to explain, please feel free to comment or create a ticket here: https://support.smartcatdesign.net/
Best regards
