Nayeem, that is the testing I did…I deactivated all plugins and the issue wasn’t there. BUT even with all of the plugins activated, the issue wasn’t there either UNTIL I had to reset my limit again. The issue appears to be tied to the download limits plugin because one I reset the limit, it stops working properly. I did what you asked and am really needing some additional assistance here. Is there a team authority we can loop in for a second opinion?
I have completed my testing and it was inconclusive. I turned off all plugins and added them back one by one, downloading packages in between each activation and it counted fine. I did this with all of the plugins with success. I had the download limit set to 10 and hit that limit multiple times during turning the plugins on, reset the limit and continued with no issue. After getting all of the plugins activated it was still working perfectly until I hit my limit again. Once I reset the limit with all plugins on it started counting in threes again.
I don’t understand why I was able to reset the limit throughout the whole process, but once I activated all plugins and then reset, it glitched again. I don’t have the time to repeat this process tonight with resetting the limit between each plugin activation. There definitely seems to be an issue, but I cannot identify the source.
In the meantime, I’ve still been looking to confirm with you that when you were testing on our site you experienced the issue that I documented. I will do the testing that you’re suggesting, but it would be helpful to know that you have seen what we are experiencing.
I understand you have tried to replicate on your test site. I’m still curious if you have been able to successfully see the issue I’m describing on my site.
As I explained on Monday, turning off plugins is going to be difficult for us to do as our site is used 24/7 and making these kinds of adjustments would greatly impact user experience. I can try to find an opportunity to do this via a planned maintenance session, but if there’s a chance you know what plugins or types of plugins I should maybe be focusing on, that would help. Every plugin on our site is essential, so if this is a conflict of some kind, I’m interested to know what the process is moving forward…can we be refunded for the inability to use your add-on, or will you work to provide a fix for it?
I have not restricted this. I just turned it back on and am seeing the download limits box on the front-end in the lower left corner just fine. I’m turning it back off though since we are during business hours.
Have you had an opportunity to pull in a team authority by chance? We’ve been going at this for weeks and aren’t making progress. I just feel like we aren’t jiving with one another and the miscommunication occurring is adding to the increased time it is taking to troubleshoot this issue.
I’m not sure I understand your question. The column you said was missing from the screenshots I provided has been added back (Users > All Users), but I can only do so with the Download Limits Add-On activated. I am leaving the plugin activated now so you can test.
But I keep turning off the Show download limit notice at front-end option in the settings because it displays on the frontend for all of our users, even those we haven’t set a download limit for. I don’t want to confuse our users by displaying a box that says “Download Limit: 0/0.” If you need to turn that on temporarily for testing, that’s fine. But I do want to leave it off when we aren’t testing so they don’t get confused…because it is weird that the backend says 0/Unlimited while the frontend says 0/0, almost like 0 downloads are allowed to users without a limit set.
If you horizontal scroll to the right on the users page, you’ll see the “Download Limit” column there. You have to scroll to see it. I’ve turned back off the Show download limit notice at front-end setting just so it won’t display for our users while we continue to test.
That column is only available to display when the plugin is active. I’ve re-added that column to the end of the users screen, so let me know if you don’t see it. I’ve turned off the Download Limits notice on front-end at this time so our users aren’t seeing that while we continue to troubleshoot.
I will say, I’ve been on the site working today and keep getting download limit emails as an admin but I haven’t even downloaded anything. So it is definitely counting package views somehow.
Hey Nayeem, I’m not asking if it works as expected on your site…I’m wondering if you were able to replicate the issue we are experiencing while you were logged into our site. Confirmation that you saw what we see would be helpful.
Turning off plugins is going to be difficult for us to do. I can try to find an opportunity to do this, but if there’s a chance you know what plugins or types of plugins I should maybe be focusing on, that would help. Every plugin on our site is essential, so if this is a conflict of some kind, I’m interested to know what the process is moving forward…can we be refunded for the inability to use your add-on, or will you work to provide a fix for it?
This issue has persisted for a very long time and our thread alone has been going on for weeks with very little movement toward a solution. Is there anyone else on your team like a team authority that we can loop in here to ensure we aren’t missing anything? We’d really love a second opinion on this issue.
I’m not sure what I’m looking at exactly with the link you provided. But were you able to replicate the counting error on our site? Because our site is live and I don’t have a staging environment to test with, turning off plugins/themes is going to be difficult to accomplish. I’ll have to find time after hours to do this testing. It would be nice to know if you saw the error yourself on our site at least though.
Okay, so I deactivated the plugin and turned your test package to draft because it is during business hours and I don’t want users getting download limit errors. When I am finished testing, I have to deactivate the plugin because users are getting limits even when their role doesn’t have any limits set. The test package was showing up in our recently added packages. We get thousands of page views a day so I don’t want to confuse users with packages that aren’t real.
I’m not able to turn on that column in the users panel unless the add-on is activated, but I turned it off.
I think it may be tied to the fact that you only have one role assigned as an administrator. Our users have to have multiple roles for the way that we do business. When a user with more than one role downloads, it counts as multiple.
I’m afraid maybe we aren’t talking about the same issue. This is in regards to the Download Limits plugin, not downloads on the package itself. Are you activating that plugin for your testing? Currently it is deactivated as it isn’t working correctly at all, so I have to test with it outside of business hours. Please if you haven’t clicked through these examples, check them out as they are extremely helpful in understanding what is happening:
No, I checked and it is still not working. I didn’t take the time to document what is happening because it is the same as what I’ve already spent time documenting. If you haven’t taken the time to click through these, they would be very helpful in understanding the issue.
There’s no need to create new test packages as this is occurring sitewide on all packages. The issue is actually multiplied when switching between packages. That’s when it seems to count multiple times. Once downloading the same pacakage back-to-back, those seem to count as one download, but moving between packages will count anywhere from 2-4 downloads.
Yes, views are counting towards downloads. And the downloads aren’t counting properly. As you’ll see in the provided examples, sometimes a view or download will register as 3 downloads.
We are using multiple roles on our site and most users have more than one of these roles applied. I don’t know if somehow that is contributing to the triple counting, but I haven’t been able to test and get any kind of consistent experience yet, but it does count wrong every time even if it doesn’t do it the same way consistently.
Ryan Stueve
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