Issues with loading Convert Plus

Support
#1

Hello lovely people,

I have been trying to load Convert Plus templates to create my own pop-up notification but the plug-in is stuck at the loading bar.

Thanks!

#2

Hi @AndrewM94,

We’re sorry you’re having this issue. Can we do a basic troubleshooting first? You could try testing for a plugin conflict. You can do this by deactivating all third party plugins, and seeing if the problem remains. If it’s fixed, you’ll know a plugin caused the problem, and you can narrow down which one by reactivating them one at a time.

If this is not cause by a plugin, please share site URL and wordpress admin username and password inside a secure note so we can investigate. If you do have a lot of modal/popup please indicate which one has issue.

#3

Hi Lely,

I have sent you a secure note.

#4

Hello @AndrewM94,

I have logged in and checked your ConvertPlus. It throws a JS error on the page when you edit or create a modal popup. I even deactivated, removed and re-installed the plugin. The problem still exists. Since you are using SiteGround, could you please disable the supercacher in your hosting panel? The SuperCacher is developed by SiteGround exclusively for their customers. It increases the number of hits a site can handle and boosts the website loading speed. The SuperCacher includes 4 different caching options for maximum optimization of your websites. You can access the tool by clicking on the SuperCacher icon in your cPanel.

For more information about this, please check it out here: https://www.siteground.com/tutorials/supercacher/supercacher_intro.htm

Hope this helps.

#5

Hi Rue,

I have disabled superCacher on SiteGround but I still cannot load ConvertPlus.

#6

Hey @AndrewM94,

Do you have any other site installation? Maybe you can set up a staging site so that we can test the ConvertPlus plugin in another installation. We have inspected this plugin ins several of our testing servers and it is working fine. The issue is somehow unique to your installation only which is why maybe we can test this if you have another WP installation.

Please let us know how it goes.

#7

Hi Ruel,

I have set up a staging site (will send you the details using secure link). Please let me know if you need anything else!

#8

Hey @AndrewM94,

This has something to do with your WordPress install. Would you mind providing us with FTP or cPanel access to your staging site so we could check your WP setup?

Thanks.

#9

Hi Chirstian,

I have sent you in the secure link.

#10

Hi @AndrewM94,

We found this error:

[05-Aug-2019 05:04:23 CST6CDT] PHP Fatal error:  require(): Failed opening required '/home/customer/www/perfectstatement.co.uk/public_html/1564999401624/wp-includes/load.php' (include_path='.:/usr/local/php71/pear') in /home/customer/www/perfectstatement.co.uk/public_html/1564999401624/wp-settings.php on line 19

It looks like permission related issue. If you can create a staging outside siteground, that would be better. Check the issue there. Current staging is still on siteground and same permission is still applied. Please try to contact the hosting provider about the issue. We are not sure if it’s file system related issue or security related. Do let us know how this goes.

#11

Hi Lely,

I have contacted the team at SiteGround, and they have provided me with the following response:

"I was able to replicate the issue with the plugin and as I can see there are no server errors generated however there is a Javascript error which you can see here:

Please report this to the plugin vendor and kindly ask them to check this further, additionally note that all of your Website’s files and folders have cornet permissions."

Thank you very much

#12

Hey @AndrewM94,

I already have exhausted all my efforts to figure out what is going on. I even deleted the ConvertPlus plugin and re-installed it again. I am still getting the same JS error on the page when I create a modal popup.

ace.js?ver=5.2.2:8 Uncaught TypeError: Cannot use 'in' operator to search for 'opacity' in undefined
    at new o (ace.js?ver=5.2.2:8)
    at new A (ace.js?ver=5.2.2:9)
    at Object.t.edit (ace.js?ver=5.2.2:11)
    at HTMLDocument.<anonymous> (admin.min.js?ver=5.2.2:1)
    at i (load-scripts.php?c=0&load[]=jquery-core,jquery-migrate,utils,moxiejs,plupload&ver=5.2.2:2)
    at Object.fireWith [as resolveWith] (load-scripts.php?c=0&load[]=jquery-core,jquery-migrate,utils,moxiejs,plupload&ver=5.2.2:2)
    at Function.ready (load-scripts.php?c=0&load[]=jquery-core,jquery-migrate,utils,moxiejs,plupload&ver=5.2.2:2)
    at HTMLDocument.J (load-scripts.php?c=0&load[]=jquery-core,jquery-migrate,utils,moxiejs,plupload&ver=5.2.2:2)

This could be a conflict between the plugin and your hosting. We will continue to investigate.

#13

Hi @AndrewM94,

I am another support staff, and I followed up with the case. I also find the Javascript error my colleague encountered.

I tested the case with my installation, and it is working, ok. The only difference I see is the version of the ConvertPlus plugin. When I go to Pro > Validation menu and install the ConvertPlus plugin in my local installation, it installs the version 3.4.5. But your installation version is 3.5.1. I am talking about the live version of your website.

As we already exhausted all the possible problem cases, I suggest that you try to use the version 3.4.5 of the ConverPlus, I am not sure if it will fix the issue or not but worths the try in my humble opinion.

Thank you.

#14

Hey @AndrewM94,

Just adding some more context here. When I tested previously, I was using ConvertPlus 3.5.1 in my test site and it’s working so this could be an isolated case.

I logged in to your cPanel but there’s no error log that could point me to the exact cause.

I opened your staging site to try out some things but it’s not available anymore so would you mind creating a staging site again. This time, please test activating the Twenty Nineteen theme and then test creating a ConvertPlus modal. This is so we know if our theme is involved in this issue or is it only between your host and ConvertPlus.

Thanks.

#16

Hi Christian,

I have activated the staging website once again including the theme you’ve mentioned (please find the details in secure note).

Thanks.

#18

Hey @AndrewM94,

We’ve tested switching to the default WordPress theme and also ConvertPlus 3.4.5 but the issue persisted so we could safely conclude that the conflict is between ConvertPlus and Siteground’s Managed WordPress Hosting.

I understand that Siteground support told you that there’s no error on their end and it’s really possible that there’s no error but their PHP setup messes up with WordPress’ load-scripts.php. It could be that their setup is very strict. For instance, the max_execution_time is only restricted to 120 wherein most web hosts, it’s 300. A low max_execution_time commonly causes issues in WordPress but that’s just an example. There could be other PHP settings that could be responsible for the conflict. Regretfully, only Siteground could investigate that since they have control over the server.

We will also report this conflict to the developers of ConvertPlus but for now, you will need to try other web hosts. ConvertPlus works in all my test sites in different web hosts so SiteGround could be using a non-standard setup.

Thanks.

#20

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