Updating Issues

  • OgdenNews

    (@ogdennews)


    7 months ago

    Hello Support,

    I’m contacting you to let you know were having issues with your plugin. We are currently running version ?2.12.0 and on March 27th all of our locations had stop updating on the same date. We are running the same verison on another one of our sites on a different server and it is updating fine. Below was the following response from aws support team.

    —————————————————————————————————————-

    The internal team has further investigated the issue and their comments suggests that a client side issue might be preventing the documents to be uploaded properly. For instance, the information about fields are missing form the documents.

    Please note that the third party plugin that you are using is not officially supported by AWS.

    However, the internal CloudSearch team has requested if you could kindly inspect the logs on your end to ensure that the documents are uploaded as mentioned in the documentation [1].

    On a further note, another indication that suggests the issue is occurring as a result of how the plugin works is the 400 errors occurred as a result of not well formed requests.

    Please do let me know if you require further assistance upon inspecting the client logs so that I can continue the investigation of the issue with CloudSearch internal team.

    Feel free to reach out to me if you have any further questions or concerns. I’d be happy to help.

    —————————————————————————————————————

    Any advice would be appreciated.

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

Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Author Andrea Landonio

    (@lando1982)

    Hi! Do you have any server log? for example when you save a post? Furthermore, plugin settings page should says the documents count and other info, do you see data on that?

    Thread Starter OgdenNews

    (@ogdennews)

    Andrea,

    Th only 2 errors are notices.

    1.) Undefined index: post_content

    2.) Trying to access array offset on value of type null

    Document count: 93420

    -Shawn

    Plugin Author Andrea Landonio

    (@lando1982)

    93420 documents, good… but the number of posts in your wp database is the “same”?

    Those 2 notices are strange and could be your problem blocking writes into CS.. are you able to give more info? like screenshots and so on…

    Thread Starter OgdenNews

    (@ogdennews)

    No, there is 187,000K in the post table.

    What type of screenshots are you looking for?

    -Shawn

    Plugin Author Andrea Landonio

    (@lando1982)

    Hi Shawn, for example screenshots of plugin settings pages.. just to help me better understanding where to debug.. and maybe.. about notices you have found, do you have a trace?

    Thread Starter OgdenNews

    (@ogdennews)

    Andrea,

    Here are some examples. Why the discrepancy?

    Plugin Author Andrea Landonio

    (@lando1982)

    Could you add other images? like post’s list page, cloudsearch settings page with the selected fields and configuration.. and also cloudsearch index fileds in aws console?

    Keeping private data hidden ??

    Thread Starter OgdenNews

    (@ogdennews)

    Here you go.

    Plugin Author Andrea Landonio

    (@lando1982)

    Hi Shawn, 2 more questions..

    • is it a prod site?
    • have you added any new fields to the index?
    Thread Starter OgdenNews

    (@ogdennews)

    1:) Yes

    2:) no

    Moderator Steven Stern (sterndata)

    (@sterndata)

    Volunteer Forum Moderator

    “Do you think is it possible to create a temporary admin access to your wp”

    @lando1982

    I’ve deleted your offer to login to your user’s site. I’m am 100% sure you mean well but please never ask for credentials on these forums.

    Now for the why: The internet is a wonderful place full of very nice people and a few very bad ones. I’m sure everyone here is very nice however, by giving some ones keys to your house you are trusting they wont steal anything. Likewise the person who takes the keys is now responsible for the house FOREVER.

    If something was to go wrong, then you the author may well legally become liable for damages, which they would not normally have been as their software is provided without warranty.

    Please be aware that repeatedly asking for credentials will result in us escalating this to the plugins team.

    It’s never necessary to do that. Here’s why.

    There are many ways to get information you need and accessing the user’s site is not one of them. That’s going too far.

    • Ask for a link to the https://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
    • Ask the user to create and post a link to their phpinfo(); output.
    • Ask the user to install the Health Check plugin and get the data that way.
    • Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
    • Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again.
    • Ask the user for the step-by-step on how they can reproduce the problem.

    You get the idea.

    Volunteer support is not easy. But these forums need to a safe place for all users, experienced or new. Accessing their system that way is a short cut that will get you into real trouble in these forums.

Viewing 11 replies - 1 through 11 (of 11 total)
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