nigel01

Hello:

Since we haven’t heard back from you, we’ll go ahead and close this thread. If you need anything else please feel free to open a new one and we’ll get on it as soon as we can.

Thanks.

Hi:

Glad to hear it. It took a while but great to have figured it out.

Thanks.

Hi:

Glad to hear it!

It means for some reason the install is failing to completely install all files on your server. You can unzip the awesome support www.remarpro.com file and upload the entire thing to the awesome-support folder and try it that way.

Hi:

You can try one option to try to work around this. GO to TICKETS->SETTINGS->ADVANCED and turn on the option for “Do Not Mask Attachment Links”.

This wouldn’t help on your existing tickets but might help on attachments that are used on new tickets.

Thanks.

Hi:

Ok, maybe lets see if the file exists in your wordpress server. Can you check to see if the following file exists on your WP server?

/home/u784872550/domains/therewardsdude.xyz/public_html/wp-content/plugins/awesome-support//tracking/class-plugin-usage-tracker.php

Thanks.

Hi:

Can you please be more specific? Are you not seeing links to the attachments? Or are you clicking on an attachment and its not showing? More specificity would help a lot in figuring out the first troubleshooting steps.

Thanks.

Hi:

Have you tried deactivating and deleting the plugin and then reinstalling again? From that message it seems files might be missing.

Thanks.

If you see an error message in one of those three logs then, yes, please post it.

Thanks.

So there are no error messages in your WordPress logs or your PHP logs or your apache logs? That’s unusual. One of them must be showing some sort of error message. Otherwise we can only take wild guesses in the dark as to the cause of the issue.

Thanks.

Hi:

Just checking in to see if this issue was resolved.

Thanks.

Hi:

Since we haven’t heard back from you in a while on this issue we’re going to go ahead and close this thread. If you need anything else please feel free to start a new thread and we’ll get right on it.

Thanks.

Hi:

The message “This page is generated by your support desk theme” is not an Awesome Support message – that seems to be a message created by your theme (though it could also be caused by another plugin)

The same issue applies to item 2 on your list.

I would recommend switching your theme to a basic WordPress theme like 2015/16/17 and try testing again to see what happens.

Thanks.

Hi:

Agents cannot usually submit tickets from the front-end of the site. That’s why you were seeing that message.

Your regular users, however, should not see that message.

Since you’ve made changes using USER ROLE EDITOR, you should verify that your user roles has only the five capabilties listed here: https://getawesomesupport.com/documentation/awesome-support/admin-handling-existing-users-after-installation/.

For security reasons you should give your regular users additional capabilities beyond the five listed in that document. Otherwise they will end up with the agent abilities!

Thanks.

Hello:

The Gravity Forms bridge is a premium plugin that is not available on www.remarpro.com. www.remarpro.com does not allow us to provide support for premium plugins here so can you please open a support ticket directly on our site?

Thanks.