Cookie Banner not disappearing

Hi @skrombach,

Would you mind to activate Complianz again for a brief moment? We can have a look at the front-end of your site and look for console errors which might explain what causes this problem.

Please let me know if you have activated Complianz again, we’ll have a look immediately. Don’t forget to deactivate the current cookie banner plugin while we’re testing, to prevent intervention from this plugin.

Kind regards,
Leon

Hi @leonwimmenhoeve,

thanks for your quick answer. I just reactived Complianz. Let me know if you can find something!

Best,
Stefan

• This reply was modified 4 years, 5 months ago by skrombach.

@skrombach Thank you. I will look at the page right now.

Be right back ??

@skrombach While looking at the console, I see a jQuery error repeating after full consent provided via the Complianz banner.

I see a total of three pop-ups appearing on your site (besides Complianz), which all use jQuery. I would think that one of these causes the error in combination with Complianz. Could you test if temporarily deactivating these pop-up plugins solves the problem?

If we know which plugin causes the issue, we can look for a solution.

Thank you.

Kind regards,
Leon

Hi @leonwimmenhoeve,

thanks for taking a look into it.

I tested by completely deactivating the plugins that are displaying popups and also Autoptimize.

Unfortunately, the same error is still showing up.

Do you have any other idea?

Best,
Stefan

• This reply was modified 4 years, 5 months ago by skrombach.

Hi Stefan,

First of all, let me provide you with a quick fix, while we’re debugging:
Activate Complianz again, navigate to settings, and check ‘disable the cookie blocker’.

This will most likely get rid of the error and allows you to keep Complianz on your site while we’re fixing the problem. This won’t block third-party cookies, but I see that your current cookie banner solution isn’t doing this as well :-).

If you have the time, please follow these steps:

1. Enable the cookie blocker again.
2. Navigate to Complianz -> Integrations and disable integrations to determine if one of these integrations causes your issue. Please remember to clear site cache while testing and look at the front-end of your site using a private/incognito browser window.

If this did not lead to a solution, please enable WP debugging using the WP debugging plugin, or edit these lines in your wp-config.php:

define(‘WP_DEBUG’, false);

Should be changed to below:

define(“WP_DEBUG”, true);
define(“WP_DEBUG_DISPLAY”, false); //prevents errors from showing on the front-end
define(“WP_DEBUG_LOG”,    true);

Then:
1. Run the front-end of your website (to cause the error).
2. Export the debug log from your FTP: root/wp-constent/debug.log

You can share parts of the debug log with us here, or entirely by sending it to us by email: support (at) complianz.io.

Chances are that the first steps will lead you to the cause of the problem. I hope this helps!

Kind regards,
Leon

Hi @skrombach,

Lets start with disabling the cookie blocker, under settings. If that works, we can continue from there.

regards Aert

Hi @skrombach,

Can we help you in any way going forward?

regards Aert

Hey @leonwimmenhoeve and @aahulsebos,

sorry for the late answer, I didn’t habe the time until now to go through your suggestions.

Enabling Complianz again and disabling the cookie blocker solves the “not disappearing” problem. I have the plugin activated like that now.

I disabled all activated integrations one by one to check if that causes the problem, but no success.

I switched on debug mode and created the log. But I had to found out that another old and not-updated plugin is flooding the log with non-critical errors. What should I be looking for in the log?

Best,
Stefan

Hi @skrombach,

If you can purge/empty the debug log. Disable the plugin with the errors, then open your website and try to minimize the cookie banner window.

You can post the debug log here afterwards. We’re most likely looking for a jQuery error. If you can, please let me know when debugging is on, so we can have a look as well.

regards Aert

@skrombach Can we provide any further support at this moment?

If you prefer to share the debug log privately, you can also reach us at support (at) complianz.io.

Regards,
Leon

Hi guys,

I tried the following.

1. Deactivating the plugin that causes errors that are written down in debug log.
2. Activating Complianz cookie blocker.
3. Flushing all caches.
4. Opening site to cause cookie banner error.

“Unfortunately”, no error is listed down in the debug log that way, it stays empty. When I reactivate the other plugin, the errors are written down, so debug mode itself is working.

So the debug mode isn’t helping in finding the cause of the problem.

Hi @skrombach,

Do you have a copy, dev or staging environment where you can disable all plugins except Complianz and work your way up by activating all plugins one by one?

It’s now a case of trial and error if we don’t have any feedback, or can’t reproduce the issue.

If we know what plugin, theme, or setting causes this, we can have a look at our end to see what we can do.

Let me know, regards Aert

@skrombach

As for the logs: I think there is a misunderstandig here: we’re looking for an error in the browser console, not a php error in the debug.log.

To view errors in the browser console:

– Enable the cookieblocker so you have the issue with the banner again
– Now in your browser, right click on the screen, click “inspect element”, “console”.
– Now click “accept cookies”.

The error should now show in the console. If you post it here, and the origin URL, we may be able to see what the problem is.

Hi @aahulsebos and @rogierlankhorst,

I finally managed to find out what is causing the problem.

I am using the services of German media startup “Steady” (https://steadyhq.com/de) to sell Memberships to my site. If you’re a logged in member, the ads on my site are disabled.

To achieve that, I have a script from Steady inserted and every ad is masked with a script.

<script type='steady-switch' data-when='no-subscription'><!--
//Ad-Code is inserted here
--></script>

I just saw in another support topic here that this is causing problems.

When I remove the script above, the cookie banner is vanishing properly. But I’ll have to keep that script on my site as is as I have users paying for that feature.

Do you have any idea for a solution to that problem?