Imagely Support down?

Hi @dl1mgb,

We are very sorry to hear of the reachability problems you had while trying to contact our support team but we have no open tickets from you and to be fair, our reply time is pretty good so in normal circumstances – it definitely shouldn’t take days not speaking of weeks in order to receive a reply from one of our support representatives. As far as I can say – we have no open tickets at all at the moment of writing this reply.

We are not excluding a weird problem caused for example by a firewall rule or such that has prevented us from receiving your emails. Could you please confirm you’ve specifically tried to reach us at support submitting tickets from https://www.imagely.com/support/ page and if so, could you please re-submit one of them then reach back to us here once that’s done for a confirmation that we’ve received it?

• This reply was modified 2 years, 7 months ago by Imagely.

Hello, I entered a ticket for at least five times and no response. I sent emails to the support address ([email protected]) for four times. No response. I don’t see any reason why I should continue these two ways of communication if there is no response at all.

If we have now a way of communicating through this forum, OK.

We have an installation of NextGen Gallery Pro 3.13.0 running on https://bcc.telegraphy.de/galerien/nggallery/wrtc-2018/eroeffnungsveranstaltung/ and the breadcrumb separator looks werid. Unfortunatley, I can’t add a screenshot here in the forum. Maybe you can already see it on the webpage above. How do I define it to look “normal”?

Best regards,
Christian

I just sent a support ticket again (number 6) through https://www.imagely.com/support/

Let’s keep our fingers crossed!

Next time when you’ll submit a new ticket via https://www.imagely.com/support/, let’s not add any attachments at all to see if that’ll make it go through. It could have been reached to a upload limit of some sort.

As for your question, my guess is that you’d like to get rid of the weird looking dot anticipating NGG’s breadcrumb separator. NGG doesn’t add it so probably it comes from your theme or a different plugin. You can try to hide it adding this CSS rule to your site’s “Dashboard -> Appearance -> Customize -> Additional CSS”:

ul.ngg-breadcrumbs > li::marker {
	display: none !important;
}

• This reply was modified 2 years, 7 months ago by Imagely.
• This reply was modified 2 years, 7 months ago by Imagely.
• This reply was modified 2 years, 7 months ago by Imagely.

I’m sorry – we have not received the ticket. Let’s try submitting it without any attachments.

Sent it a seventh time, now without the 300kB screenshot…

Added the CSS code to the customizer. But no change. Also not on second computer. Also not after deleting cahche on both computers.

Still no tickets created. I’ll have to check with the dev team to see if they can verify our imagely.com Firewall’s logs. This may take us a couple of hours to get back to you.

As for the CSS rule, please try to use this one instead:

ul.ngg-breadcrumbs > li::marker {
	content: none !important;
}

• This reply was modified 2 years, 7 months ago by Imagely.

OK, thanks for looking into the Firewall’s log.

Regarding the CSS, the new code also doesn’t work.

Sorry, now it works. Obviously it helps to press “save” SEVERAL times in the Customizer ??

Many thanks for the solution!

@dl1mgb,

You are very welcome and sorry for the reachability problems. We hope that you wouldn’t mind submitting a test ticket whenever that’d be possible for you ( no hurry with that ) so we could double check its fixed ( we’ve made some changes from our side of things that should have solved it ).

I just sent a support request and immediately go an email confirmation. And it also shows up in the ticket system at freshdesk.

So it seems to work again.