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The video is no longer available. I wasn’t able to see it before it expired. But yes, I would like to get this resolved. Nothing has been changed since we began this thread so the issue is still persisting. It has not been working properly since installing the plugin over a year ago and I’d really like to get this fixed or get a refund for the plugin. I understand your experience has been that things are working, but as provided multiple times, it isn’t working for me as seen in the evidence I’ve provided throughout this thread.
No, it is still not working. I was working on some other things and viewed packages and the downloads jumped from 2 to 5 without even downloading anything. If we can’t get this resolved, is it possible to get a refund for the plugin as we are not able to use it as advertised?
I see no errors on my side. Please try again.
Is it possible to loop in a team authority? We have been working on this for months, and I’d like a second opinion. It takes days to make any progress and the only progress seems to be us going back and forth about things that aren’t the actual issue. I have provided so much information and am growing very frustrated at the lack of movement being made toward a solution.
No, I haven’t adjusted any settings. I am seeing that box on my end.
I am out of the office for a few days, but will provide this info next week.
I cannot continue to take our site down for “maintenance” to test this. I think what I need to do is clone the site so I can test without impact to the live site. If I do that, I don’t have license keys for our Download Manager plugins. Is there a way to get dev licenses for testing purposes without having to purchase additional licenses?
I’d like to repeat this and record for you exactly what was occurring because all was fine until it wasn’t and there isn’t an obvious action taken that caused it to not work.
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 am planning to try to do this tomorrow evening. I’ll report back at that time or first thing Thursday morning.
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 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.
Nayeem,
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.
I’ve added some of the additional roles to your user for testing purposes.
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.
So far this does appear to be fixed. Thank you so so much, Shahjada!
Hey Nayeem,
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:
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.