[shiraziscoolParticipant]

Please visit http://goldeninspiration.com
You will notice that the cross.png which loads as a cross button on top right of the modal is not loading. Which spoils the looks of the site. I have the latest version of convertplug via your updates.

Please help me resolve it.

Thanks,
Shiraz

[RadModerator]

Hi there,

Thanks for posting in.

PNG images are causing an internal error, but it shouldn’t be because they are just images. Example,

http://goldeninspiration.com/wp-content/plugins/convertplug-1/modules/modal/functions/config/img/cross.png
http://goldeninspiration.com/wp-content/plugins/convertplug-1/modules/slide_in/assets/img/cross.png

Please contact your hosting providing regarding this error. There could be something that blocks them.

Thanks!

[shiraziscoolParticipant]

Actually, you didn’t quite get the problem.

Notice the url:
http://goldeninspiration.com/wp-content/plugins/convertplug-1/modules/modal/functions/config/img/cross.png

There is no such directory as “convertplug-1” under plugins. When i change it to “convertplug” instead, the png image is loading just fine.

Check this url:
http://goldeninspiration.com/wp-content/plugins/convertplug/modules/modal/functions/config/img/cross.png

Its actually the problem with the plugin which is calling png image from an invalid location which does not exist.

Please suggest how to resolve it?

Thanks,
Shiraz

[ChristianModerator]

Hey Shiraz,

Please uninstall Convertplug and install again via Addons. This doesn’t happen on my test site and ConvertPlug does not call resources incorrectly. There is most probably an issue with your setup. Check your plugins folder and delete convertplug-1 if it exist.

Thanks.

[shiraziscoolParticipant]

I have a lot of modals already installed. I fear that i will lose them if i uninstall and re-install convert plug. Is there a way to backup modals before we implement this process??

[Rue NelModerator]

Hello There,

Thanks for updating in! You can logged in to your ftp and manually delete the convertplug folder in the plugins directory. After you have deleted it, you can re install it again by going to your WordPress Dashboard > X Addons > Extensions. Deleting the folder manually will not affect any of the modal popups saved in the database.

If you want us to do the re installation, would you mind providing us the ftp login credentials so we can take a closer look and fix the issue? This is to ensure that we can provide you with a tailored answer to your situation. Once you have provided us with your URL, we will be happy to assist you with everything.

To do this, you can make a post with the following info:
– FTP Hostname
– FTP Username
– FTP Password

Don’t forget to select Set as private reply. This ensures your information is only visible to our staff.

Thank you.

[shiraziscoolParticipant]

This reply has been marked as private.

[ChristopherModerator]

Hi there,

Since you have installed WordFence, please clear your plugin cache first (WordFence > Performance Setup) before testing your site. We highly recommend that clear your plugin cache as well. This can cause the changes to not take place on the front end. It will eventually show up when the cache regenerates, but it’s not ideal if you’re looking to see your changes immediately.

Hope it helps.

[shiraziscoolParticipant]

I am surprised that you didn’t noticed that wordfence cache is not enabled in the first place. Now please check my last message again and help me resolve this issue.
Note: all caches are removed, from both cloudflare and serverside varnish cache after making your suggested changes. Still the problem persists. because file location is incorrect.

Regards,
Shiraz

[RadModerator]

Hi there,

You’ll have to delete the two Convertplug plugin ( /plugins/convertplug/ and /plugins/convertplug-1/ ). I went ahead and did it. But it’s nothing until you clear your caches. I’m not referring the cache featured installed on your site. I’m referring to Pagespeed caches, and it only configurable through
your hosting. I disabled Pagespeed through your cPanel. Next are CouldFlare’s caches and optimization. And it’s something I don’t have control so can’t verify it.

This is the main problem when you have multiple active optimization at the same time, and that’s the reason why you should only enable them when you’re done developing or troubleshooting your site.

Let’s make a sample, let’s say Wordfence cache’s date is 1 day ago, Pagespeed has the cache of Wordfence’s cache from 1 day ago, and lastly, CloudFlare’s cache has Pagespeed’s cache of Wordfence’s cache from 1 day ago. Clearing a cache doesn’t mean they are cleared at the same time, clearing cache will only generate another, what if the newly generated cache is just the same cache from another cache? Hence, before we continue, I recommend that you should disable those 3 for faster troubleshooting. Clearing them isn’t enough.

Thanks.

[shiraziscoolParticipant]

Hi Rad, I totally agree with what you explained above.
So, i went ahead and disabled cloudflare cache, pagespeed cache was already disabled by you and wordfence cache is disabled since beginning. So all the caches are disabled. I also cleared all browser cache.

However, still the same problem persist. Convertplug modals are still loading cross image from incorrect “convertplug-1” folder. Can you please re-check from your side?

Thanks,
Shiraz

[LelyModerator]

Hello Shiraz,

Can you try disabling your IP restriction too will the investigation is on going? I can’t access it at the moment because my IP is restricted. Since the support comes from different country and we’re going on circles checking the issue, it would be best it is disabled at the moment.

[shiraziscoolParticipant]

I have not setup any ip restrictions. This site is globally available. All your previous support agents were able to access my website/hosting cpanel without any hitch. Please try again.

[Rue NelModerator]

Hello There,

Since you are using ClourFlare in that domain, you will need to login to your CloudFlare account and delete your site cache. It will regenerate later one and make sure that it will display all the latest changes. Though we have access to the Cpanel, it is in your CloudFlare account that needs some attention.

Hope this make sense. Please let us know how it goes.

[shiraziscoolParticipant]

As you didn’t read my messages above before replying, so i am copy pasting it again from above, for your ease 🙂
—————————
Hi Rad, I totally agree with what you explained above.
So, i went ahead and disabled cloudflare cache, pagespeed cache was already disabled by you and wordfence cache is disabled since beginning. So all the caches are disabled. I also cleared all browser cache.

However, still the same problem persist. Convertplug modals are still loading cross image from incorrect “convertplug-1” folder. Can you please re-check from your side?
—————————

Thanks,
Shiraz

[Author]

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