Not working after Pro upgrade

Hi @markbrealey,

Thanks for your comments.

Could you please try to save the settings in the plugin Settings page, and let us know if it’s working? I think some settings are missing and this cause the issue on your end.

I look forward to hearing from you soon

Hiya,

Thanks for coming back to me on this. I’ve saved the settings and it’s still the same, I’m afraid.

Many thanks

Could you please confirm the versions for both plugins?

Yes, of course – standard 1.4.0 and Premium 1.2.1.

I see, we’ve tested again the plugin in a new install and I can confirm it’s working fine in our test sites.

Just a few questions:
1. Do you have both plugins activated in the CMS?
2. Do you have any caching plugins installed? If so, please try to purge the caches and check again the tracking
3. If you deactivate the Add-on, the tracking working fine?
4. Do you have a website URL to see how it works on the front-end?

Apologies for the questions, but it would be really useful for us as well to sort this out.

Thanks for your patience. I look forward to your reply.

Hiya,

1. Yes we have
2. No we don’t
3. Yes it does
4. Sadly not as the website in question is for logged in users only in a test environment and contain confidential information which sadly I am not able to give a third-party access to…

Many thanks,
Mark

Hi @markbrealey ,

Thank you for the quick reply.

It seems you have to setup the plugin to track the logged in users in the Tracking settings, and keep the checkboxes unticked. I’ve attached the screenshot, please try this setup and let me know if it works:
https://pasteboard.co/I3oEz6F.png

I hope this helps.

Thanks for the reply, however, we have tried all possible combinations in the settings and the plugin still does not work (tracks/logs) until we disable the premium add-on… ??

I’m sorry to hear that.

We’ve started a deep investigation to find the issue, and get back to you once we have the fix. Thanks for your patience on this.

OK, thank you – that’s fair enough.

Hi,

We tested internally and cannot replicate this issue.

We would need to have an access to your site to see what causes the issue.

Are you able to create us a temporary admin login?

If so, please do not share details here on forum but emails us directly on [email protected]

Thanks

Hi, I’ve fixed the issue of the plugin not working and it is now logging again however I cannot get the filter to work for any combination…

Just to let you and other users know, I have migrated the site onto another host and disabled ALL other plugins PLUS changed the theme to default 2019 theme and the plugin still does not show anything in the user logs when filtered (a problem also highlighted by another user recently who was pretty much dismissed).

Also, even though I have PAID for this plugin, I have been told by your “management” that I cannot expect FREE support when contacting you directly* – something you requested I did…

Just exactly what conditions will this plugin work under as my site cannot be any more basic than this unless I totally remove the content! and also why am I “expecting FREE support” when I have PAID for PRO?

*obviously I haven’t disclosed the email reply from your “management” as making this public would not be professional, now would it.

I’M REALLY NOT IMPRESSED NOR HAPPY.

Hi @markbrealey

I’m sorry you’re not happy with the plugin. Unfortunately, we are unable to assist any further.

Please feel free to request a refund by forwarding your payment receipt to [email protected]

Thanks