Ryan Stueve

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.

Hey Nayeem,

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’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.

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.

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.

So far this does appear to be fixed. Thank you so so much, Shahjada!

Nothing with your login credentials has changed. I tested them and they are working fine. Please make sure you are using the provided backdoor URL.

We will test and confirm. Thanks, Shahjada.

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.

• https://proofs.advisorsexcel.com/2024/weekly-dbr/i/download-limits-09.05.2024.pdf
• https://proofs.advisorsexcel.com/2024/weekly-dbr/i/download-limits-09.05.2024_unique-only.pdf

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.

Revisiting this topic as it has not been resolved. I closed your access to our site awhile back in order to keep it secure. I don’t want to open another topic as I’ve already opened two an I think the history here of the issue is relevant. However, if I don’t get a response, I guess I’ll start this process over. I first reached out about this issue a year and a half ago and it has not been fixed nor has anyone been engaged in communication about the issue which is extremely frustrating.