Anna Nguyen

Hi Tahasin,

Thanks for your continued help.

Unfortunately, I’m not able to ask the end client for IP details — they’re a non-technical user and it’s not something they can easily check.

That said, I’d like to reinforce that:

The user is logged in, and the plugin is tracking downloads correctly via the wpdm_dd_user_dlc counter (50/50)

But the download logs (ahm_download_stats) only show 10 entries

This issue has appeared for multiple users, not just one

Regardless of IP version, I would expect that:

A logged-in user has a valid uid

Each download should be logged with that uid

The logging should happen independently of whether the IP is IPv4 or IPv6

If logs aren’t being written while the count is still increasing, that’s an internal inconsistency — possibly due to a bug or condition where the plugin skips logging but still counts the download.

Could you please confirm with the dev team:

Are there known scenarios where the plugin counts a download but does not log it?

Does the logging system have any IP-based conditions or filters?

Is there any reason the wpdm_downloaded_files meta key would not be updated even when limits are reached?

I’m happy to help test this further if needed, but I would appreciate if we could keep this focused on plugin behaviour rather than client-side IP setup.

Thanks again,

Hi,

Thanks for the update.

I can work on setting up a staging site so your team can test in a safe environment — please let me know specifically what you would like to test or observe there.

Just to reiterate: this isn’t limited to one user. The issue occurs consistently across multiple users, where the download counter in wp_usermeta count is different from the ahm_download_stats table.

Once the staging site is set up, would you need access to the admin area or FTP as well?

Let me know what details you need and I’ll get that prepared.

Hi,

Thanks for the reply.

I understand your point regarding VPNs or other client-side tools possibly affecting IP or browser data. However, this is not the issue we’re reporting.

The issue is that:
• The user adelineMoreau has clearly hit the 50-download limit (wpdm_dd_user_dlc = 50)
• But the ahm_download_stats table only contains 10 entries for this user (uid = 182)
• The Download History screen in the admin only shows those same 10 entries
• All downloads were done while logged in and should have been recorded

This is not a case of stats not counting correctly — the plugin is counting downloads but not recording the full download history, which creates a mismatch between:
• What the plugin enforces (download limit)
• What the plugin shows in reports (partial data)

This affects multiple users across the site — not just one case.

Could you please escalate this to your development team or confirm:
1. Is there a known bug in how many downloads are logged in ahm_download_stats?
2. Under what conditions might a download increment the count but not be recorded in the log?

HI Tahasin,

Thank you for your reply.

I have asked the client to take a screenshot of the webhook and also run a webhook simulator test to see what results we get and I will come back to you.

Thank you for the update on the stats that will be very useful.

Kind regards,

Anna

Hi When we click reconnect it makes the membership active but the payment system changes to Manual rather than PayPal, and we don’t understand why it hasn’t automatically reconnected as it should as a subscription.

Hi,

I’ve checked, and the webhook is in place. I’ve also installed the Advanced Sales Report—will this report include past orders, or only data moving forward?

Additionally, I’ve noticed that the “Subscribers in Downloads” section doesn’t seem to match the actual subscriber data in members. Does this mean the report isn’t applicable?

Currently, members can download everything rather than following a pay-per-download model. We’re looking for a better way to track member subscriptions, renewals, and cancellations. Any suggestions?

Thanks!

Hi is there a timeline on when this issue will be fixed and an update available? THis is a critical issue for my client and has been an ongoing issue since we purchased the plugin.

HI Tahsin,

I can see the following reply on email but not on here for some reason:

———————————————————————————
We have received new information regarding a potential issue that our developers suspect might be affecting the download statistics. It appears that some servers may block IPv6 addresses longer than 20 characters. We will be releasing an update to determine if this is indeed the cause of the problem.

Thank you for your patience as we work to resolve this matter.
———————————————————————————-

Can I ask if this would be something I need to speak to my Hosting company about, and when it says block what does this mean? as the users who can download do need to be logged in.
Thanks