Reasonable features – regularly doesn’t work

Hi @stevenblake,

Dylan here from the development team. I received your ticket this morning and replied there as well.

We’re very sorry you’ve experienced issues after updating, we’d be interested to learn more about what IONOS had to say in terms of compatibility as we don’t have any known incompatibilities with server environments. That is to say, in most cases if your environment supports WordPress core, it should also fully support our plugin code base.

If you don’t mind sharing more information in your reply to my email, I’d be happy to work with you closely in solving this in our next update. Based on the information you’ve shared, we suspect there may be some configuration on your server, such as a PHP package/version which we might need to adjust for slightly.

Hi Dylan, I’m not sure what information you want or where I get it from. I did build my own website using WordPress and Thrive Themes so am familiar with practical application just not the really technical language and programming. So can find things for you as long as you tell me where to look.

The issue is that I have used your software for some years, but it occasionally just stops working. I don’t know how long for as I am not regularly looking at the map. It isn’t that anything has been changed by me or I would know to look there first. Obviously auto updates happen! On this occasion I did do a rollback of drivers but that just crashed the whole site with an irrecoverable error. I even did a refresh to a previous copy of the website database. It still doesn’t show the map but does show that it is trying as the text relating to the headings is there. Please look at https://oldpain2go.com/map to see for yourself. I am desperate to get this up and running as there are several hundred people now not getting clients directed to them. When I do get any problems IONOS are very good and go in and fix it for me. This last time the representative did say your plugin wasn’t compatible but that could just have been the version I rolled it back to.

Steven

Sorry, only just seen your other message that it is working when you view it. I can confirm it is now working on Chrome (possibly because I deleted and replaced the plugin with a fresh update). However it isn’t working on Microsoft Edge Browser, and this has been a previous issue that keeps happening. What can I do?

Thanks for getting back to me @stevenblake – I do appreciate it, and I’m eager to get this resolved for you.

I just ran a test on that page in Chrome, Edge and Firefox, and the map does seem to be working for me in all three of those cases. Can I ask you to confirm if you see the same issues when viewing that page incognito/private window?

It’s possible that some of the resources we load are being cached by browser caching, which may make it appear as if the map is not functional for all users, when it may be for a select set of users who have visited the site before. This is tends on sites which use caching solutions (it looks like you do use WP Rocket), in which case the caches may need to be fully cleared between updates.

We do try and trigger cache clearing automatically, but this is not always respected by caching solutions. If you find you are still seeing the issue on your end, clearing your cache may allow us to see the issue on our side, as it is currently working as expected.