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  • #5275
    AvatarCharlie
    Keymaster

    Well, I deleted the fire bar and tried Pop-Up Fire (with me credit) and it won’t even load… Geez. You know Simple Login works fine with my theme, no issues and that’s the FREE version. I sent you an email direct with a screen shot of the php error…

    #5279
    AvatarCharlie
    Keymaster

    Hello dhrcreative,

    I am sorry to hear that you are experiencing issues using Popup Fire, but we are here to help you out. Is it possible to us admin login credentials to you site? This will allow us to look at your Popup configuration and other site settings to see whats causing the problem. If you do not want to give us these credentials, then you can just setup a test page and have a test Popup only display on that page.

    Once we have a look at your site and Popup we can tell you how to fix it.

    FYI we are releasing new updates to both Firebar and Popup Fire very soon so keep in touch :)

    #5278
    Avatardhrose
    Participant

    I can’t give you access to a customer’s site… is that typical strategy for troubleshooting? The site is a Genesis framework site which runs everything I’ve tried to date. I sent you a the php error screen shot did you get that? I’m a little surprised I’ve paid for this plugin and a previous one with no functioning results…

    I’ll have to try and test this on my mamp site and see if it works. I’d really like a refund but it appears that’s not gong to happen.

    #5277
    AvatarCharlie
    Keymaster

    …And the plugin is not even loading. How would I set it up on a test page?

    #5276
    AvatarCharlie
    Keymaster

    Hi there,

    I am terribly sorry to hear about the experience you’ve had so far. I read through your thread and just wanted to make sure we got everything taken care of. At the end of all this, I just want to make sure you are happy, that’s really all that matters!

    Let’s get down to it!

    First, can you please let me know where you sent the PHP error screenshot? Unfortunately we haven’t received anything on our side. Again, I want to get this resolved for you ASAP. Otherwise, can you please send it over again?

    In response to your question regarding troubleshooting, many of our customers are more than happy to give us access to their website, since we usually not only figure out what the issue is, but we usually give them a handful of other recommendations on how they can get the most out of their website!

    With that said, getting the login credentials is the fastest and most efficient way to solve this problem. Although, this is a client’s website, I completely understand!

    If you can’t give us the credentials I have outlined a step by step process for you to get the test page up and running so we can get things figured out:

    1. Create a new page.
    2. Create a new Popup.
    3. Go to the Conditions menu.
    4. Under the Where tab you will see the Display On setting.
    5. Change this to page and then uncheck All and enter in the ID of your test page. You can find your page ID using free plugins, here is an article about it.
    6. Send us the link to this test page.

    This will make that Popup only display on that specific page, so we can look at what is happening without your clients users seeing the error.

    Does this all make sense?

    Finally, regarding the refund. This is actually completely out of our hands since we do not dictate the terms of the refund policy, we are also bound by envato.

    Since that is the case, we would be absolutely delighted to help you get this all figured so you can get the maximum benefits from our plugin!

    Please let me know if there is anything I can help clarify, otherwise I look forward to hearing back from you!

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