Crashes site on update, 3 days to get a response

  • Updated to the latest version only to find there is a known issue effecting many people that crashes your entire site which they have been aware of for 3+ weeks yet they are still releasing it without warning. See https://www.nextgen-gallery.com/open-letter-to-the-nextgen-community-from-erick-danzer/

    I am a paying customer and have been told they will start helping me in 3 days, meanwhile my site is down unless I turn off NGG which means all my galleries are broken.

    Unless they fix the issue, don’t risk breaking your site and definitely don’t pay for this as the paid support means nothing, they are happy for your site to be down

Viewing 4 replies - 1 through 4 (of 4 total)
  • Thread Starter choppy6

    (@choppy6)

    New update, now I have been told there will be a new release in a few weeks
    No mention of how to fix the issue, the email reply wastes time telling me how they work around the clock every day then follows up with we have the next 3 days off.

    Very frustrating

    Plugin Contributor photocrati

    (@photocrati)

    @choppy6 – The post you are referring to is actually over a year old now, but we do appreciate your frustration at the unexpected results you were seeing.

    I believe we are still trying to help you via a Bug Report so if there are still concerns you are having that are different from what you have already brought to our attention please let us know there so we can look into them as well.

    Thanks!

    – Cais.

    @choppy6 – Thanks for the feedback and apologies for the difficulties.

    Quick note that open letter you are linking to (from me) is from over a year ago and was associated with the initial release of the major 2.x update (about 60+ versions ago) in 2013.

    I don’t want to minimize your issues, which sound really serious, but I do want to emphasize that our recent updates are great for almost all users, and there is definitely no known issue with our recent updates crashing sites. That means the issue you’re experiencing is somewhat unique and probably requires site-specific troubleshooting.

    I did just find your support thread, and I see you wrote in over the holiday weekend. You are correct, we do not provide support over the weekend which is why you had to wait.

    We’re a very small team, and there are real reasons for not trying to provide support coverage over the weekend. Regardless, the timing was terrible for you to have a site go down when support is not available, and I’d be really unhappy about it as well. So I honestly think your frustration is warranted.

    It’s painful to me that you were left hanging for several days with a serious issue.

    –

    I do see that Cais responded to you by 7:30AM on Tuesday morning:

    “Sarah –

    The post you are referring to is actually over a year old and we have had numerous releases since then addressing known and at that time unknown issues.

    Updating from version 2.0.66.17 to version 2.0.66.27 as you indicated in your report would not by itself cause your site to go down. This is most likely going to be due to a conflict with another active plugin. We’ve seen a few unfortunately, but these cases have been extremely rare … and the plugin conflict alone was not the only issue in most of those cases as well so we have no reasonable justification to point to any specific combination of plugins which may in rare cases cause this issue.

    We believe there is approximately 500,000 active installations of NextGEN Gallery, if this was a common issue we would be working in it non-stop to sort out what would be the cause but it is not a common issue and we do not really have much details to go on with your report at this point.

    If you were happy with the plugin prior to updating then you should be able to easily roll back to the 2.0.66.17 version until a more practical time can be set aside for you to update and if the issue persists we would be more than happy to look at your site specifically.

    If you need assistance rolling back, this article is very useful: https://www.nextgen-gallery.com/how-to-rollback-a-version/

    Thanks!

    – Cais.”

    —

    We haven’t heard back from you on this yet. Did you roll back or otherwise resolve the issue? If not, please reply to that email with additional details so we can get this resolved for you.

    Again, my apologies both for the initial issue and for the wait. While I know it’s little solace for you, this situation is quite rare for us.

    Thanks. Erick

    @choppy6 – Just following up on some old reviews.

    As you know this review was written following a major overhaul of the plugin in version 2.0. At this point, most of the issues related to that overhaul of the plugin have been long addressed.

    I suspect your compatibility issue may have been related. While I’m not clear what the details were, I highly suspect this was resolved a long time ago.

    I’m not sure if you are are still using NextGEN, but given the current performance of the plugin, a one-star rating seems a bit harsh, and we’re wondering if you might consider revising your rating?

    Let us know if you have questions. Thanks. (Erick)

Viewing 4 replies - 1 through 4 (of 4 total)
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