kalico

Hi Shahriar,

I don’t see that on mine. I don’t see usernames anywhere I would expect to. Here are some further screenshots.

I’ll put access info in a private post in case you need to take a look.

Thanks 🙂

Oh no…that’s not good. 🙁 BuddyPress is the backbone of our site.

But what you’re saying makes sense — I had that experience of blank lines in a download the other day. It was a plain text download, so I was able to open it and see the lines — but I blamed the plugin (it was an export/import plugin, so the plugin had created the export file) and didn’t think to go looking elsewhere for the source.

If you have any tips about exactly where to look so I can pinpoint the problem in code or in debug, that would be great. I have VERY little time to get this figured out.

Thanks, Shahriar.

Hello @ImageSurge. I’m the original poster (OP) of this thread, and I don’t work for WPDM. But since I can tell you’re getting frustrated, I wanted to explain a bit about the protocol on most of these forums (I’m referring to all support forums for WordPress and related plugins, whether paid or free, regardless of who the developer is).

In a nutshell, you are supposed to start your own thread if you have a problem. This way the developers can address your specific situation, and you can provide specific information to them.

In this thread, you’ve stated that your problem is exactly like mine, but you haven’t provided any information to the developers to help them make that determination. You’ve posted twice — now demanding help because you paid — but you’ve actually never posted your OWN thread explaining anything about your problem.

Jumping onto someone else’s thread and saying “I have the same problem” and demanding assistance doesn’t actually help the developers help you. Additionally, you’re inadvertently spamming me and the WPDM team with every post you make in my thread, and you’re not getting the help you really need and deserve as a paying customer.

Frankly, you might be able to get away with posting in someone else’s thread if — in your very first post — you take the time to provide reproducible steps, or show a screenshot that actually demonstrates that your problem is identical to the OP. If you can’t, then you should start your own thread and provide your steps and screenshots there.

As you can see here, Shahriar is helping me — in the hidden messages above, I have provided him with superadmin access to my WP instance so he can troubleshoot. I am a paying customer just like you and I’m getting help because I gave WPDM staff the details and information (and access) they need to actually do something. (BTW, we’re all paying customers here, and as you can see, many other people are being helped by the staff at WPDM because they have their own threads going.)

In this particular forum, you can expect to wait about 24 hours between replies. This is not unusual — WordPress is a global community, with developers and users working in countries all around the world, sometimes with 12 hour differences in timezones — so you might be working while the developer is sleeping (and vice versa).

I highly recommend that you go open your own thread in this forum. It will get much more personalized attention, and it will actually help me and others, as well. Each time a NEW thread is posted with a similar issue (even if it’s not identical), as long as it has enough detail (like screenshots, and steps you take that reproduce the problem consistently), several great things happen:

1) you get personalized attention for your problem as every paying customer should 🙂
2) you provide valuable information that helps the developers identify and solve the problem, whether it’s just for you or for multiple users having the “same” problem
3) the developers may recognize that more than one person is experiencing the same or similar problem, and the issue becomes more important to fix
4) your thread becomes part of the searchable knowledge base of information about this plugin, which other users can enjoy to help them find solutions to their problems

Regarding #4, that’s how I was able to provide so much helpful information to Shahriar with my very first post in this thread — I had already searched the forum, tried the solutions that worked for others, and then reported specifically what I had done (and that it didn’t work). This allowed Shahriar to skip over asking me to try this, try that, etc….and we got right down to business. I would encourage you to do the same. You’ll get much more expedient support that way.

I trust this information will be helpful to you, not only in this forum but in others. The WordPress community is wonderfully helpful, but as a user it’s vital that you do your part to respect the time and efforts of the rest of the community. Smile, provide lots of details, and be patient. You will get kinder and more efficient help, and you’ll be helping others at the same time. 🙂

Have a great day!

No — instead, I will get you a copy of the site to work on. I’ll get back to you asap. Thanks!

Hi Shahriar,

Thanks for protecting that screenshot in your last reply 🙂 We are dealing with some sensitive information on our site.

I have been testing a lot. Still, I get corrupted files when I download them through WPDM, but if I download direct from the server (via SFTP) they work fine in their default programs.

What program did you use to open the file you tested in that screenshot? It does not look like Excel to me. Maybe you are getting different results because you’re not using Excel. An XLSX file is basically an XML file (whereas XLS is binary), so it’s probably compatible with some programs that emulate (like Mac Preview). However, our end users need our files to work in Excel, where they were originally created.

Here is a test I have tried a couple times, with the same results:

I created a new package: http://test.nrocnetwork.org/resources/downloads/test-goal-assessment-workbook/ with an attached file in XLSX format.

– I downloaded it out of the /download-manager-files/ directory via FTP and it opened up in Excel without a problem, so I know it is not corrupt or broken.

– I uploaded it to the package using the WPDM interface.

– Immediately after upload, I went to FTP and downloaded it, then opened in Excel. It’s still fine.

Next, I used the WPDM web interface to download the file: http://test.nrocnetwork.org/resources/downloads/test-goal-assessment-workbook/

When I try to open the newly downloaded file in Excel, I get the error message in the attached screenshot.

Thanks Shariar. It did not work for me. I got the same results as I reported originally. See screenshot.

I have a Mac, and my coworker has a Windows machine. I use Chrome, she uses IE. We both have the same problem (as originally reported). And it’s not just one or two files that have something wrong with them. It’s ALL files we try to download via WPDM (except for PDFs). If I download the exact same files from the /download-manager-files directory via SFTP, they work just fine.

Can I get a quote for that custom add-on?

Hi Shahriar,

I’m still confused here.

First of all, I am my server’s support, and there is no caching application anywhere. That I am sure of.

Second, if this were an external app caching problem, it would not be related to the directory structure of the download manager.

Third — and this is the real problem — the plugin is creating a cache of images and then, upon upgrade, it does not port that cache to the updated version. Your instructions say to DELETE the old version and install the new version. Had I actually done so, I would have lost all the cached images that you are telling me to “just move”.

This certainly does solve the immediate problem, but it does not address the root issue.

I’m really concerned that the plugin is not working correctly, and “just move” the cached files is nothing more than a bandaid on a problem that will come back to haunt me later.

Can you please address this?

Thanks

Hi Shahriar, I don’t understand what this means. I do not have a caching plugin, so there should be no site or page cache for me to clear.

Ok, 4.5.5 is up. You can use the same info I provided before here. The broken image is in the popup.

Thanks, Shahrirar.

YES!! It works. Now….what can I learn from this? Did I do something wrong that broke it? I must be sure this does not happen again 🙂