Attachments are not downloaded

  • Resolved stanislav5web

    (@stanislav5web)


    6 months, 3 weeks ago

    Hello!

    1) Noticed that attachments are not downloaded when sent by the client. Sent only by administrator (support staff)

    2) Noticed that attachments with a Cyrillic name are not loaded. This applies to files of type “jpg”, “jpeg” and “png”
    For example, loading the file “123.png” or “test.jpg” they successfully appear in the ticket
    But if you download a file with the cyrillic name “тест.jpg” sent by message, with an empty attachment…

    WP Version: 6.5.2
    PHP: 8.2
    Awesome Support: 6.2.0

Viewing 12 replies - 1 through 12 (of 12 total)
  • Plugin Author Jawad Ahmed

    (@jawada)

    Hi @stanislav5web

    We apologize for the inconvenience. could you please confirm if they were working with the previous version?

    Regards

    Thread Starter stanislav5web

    (@stanislav5web)

    Hello!
    We started working with version 6.1.11, but did not test file uploads initially

    Rollback from version 6.2.0 to 6.1.11 helped return attachment downloads for clients using drag and drop

    However, even on version 6.1.11, Cyrillic files are not loaded correctly (Screenshot attached). If download Cyrillic files with symbols, they are downloaded with the incorrect name (Screenshot attached). If disable the download using drag and drop, Cyrillic files are loaded successfully (Screenshot attached).

    Plugin Author Jawad Ahmed

    (@jawada)

    Hi @stanislav5web

    Thanks for the update, we have a new fixed, and updated version of the plugin is ready for release. Please back up your site and update to this version. Please feel free to reach out if you still experience the issue.

    Best Regards

    webvato

    (@webvato)

    I’m having the same issue. The client uploaded images but they are not attached when we open the ticket. It was working great until version 6.2.0 was released. Is there a fix for this? We updated to 6.2.0 aa few weeks ago.

    Thread Starter stanislav5web

    (@stanislav5web)

    Hi @jawada
    Thank you for the feedback, we will expect a fix

    At the moment, updating to 6.2.1 has not improved the situation

    This problem continue, right?

    I have problems with Drag and Drop (it doesn′t work). If not use Drag and Drop only upload one attachment.

    Thank you

    Thread Starter stanislav5web

    (@stanislav5web)

    Hi @lauramark
    That’s right, this problem continues

    Plugin Author Jawad Ahmed

    (@jawada)

    Hello All,

    The issue has been resolved with our latest version release. Please update Awesome Support to the latest version.

    If you have any additional questions, please let us know. We’re here to help.

    Best regards.

    Thread Starter stanislav5web

    (@stanislav5web)

    Please tell who the new update to 6.2.1 helped?
    Unfortunately, it didn’t help me

    I have the same problem. Customers cannot add attachments to the ticket. Only me as admin. I am using the latest version of the plugin.

    6.2.1 but the user only can attachment one file. ??

    Plugin Author Jawad Ahmed

    (@jawada)

    Hi,

    We recently updated the plugin to Version 4.3.3, which addresses the issue you experienced. Additionally, the new version includes a feature for handling multiple files. Please update to this version at your earliest convenience.

    If the issue persits, or you have any further questions, please let us know.

    Best regards,

Viewing 12 replies - 1 through 12 (of 12 total)
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