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Okay, I’ve figured out what the issue was – it was not a plugin conflict, it is an issue with cloudflare. If I put cloudflare (cdn) in development mode so that it doesn’t cache the files, the files load correctly. Here’s what I specifically need help with:
MY GOAL: To create a rule in cloudflare (my CDN) that excludes the files from caching.
Do you have syntax for the rule I would need to exclude the files, please? What query string, path or URL begins with values would I require to ensure that a cdn like cloudflare is compatable with your plugin? Or if you have instructions on how to make your plugin compatable with a CDN please advise.
I have tried (as criteria for the cache bypass)
querystring contains ?wpdmdl=*
Installing the replacement viewer has resolved the issue. Note: the support says the google doc viewer will fail on private files. These files were never private, all were public. I recommend flagging your developers on this issue.
Nayeem – yes the username and password I gave you are the same in all three places. I thought that was explained already.
I have repaired the production site and revoked your credentials there so you can’t do it again. The site I want you to test on is https://dev.solusdecor.com/login (Note the DEV in the URL). I need you to assign a more senior support person to this job please, not the one that just broke our site because they misread my instructions. Also – I already did the plugin deactivation test and said so several times.
YOU BROKE OUR PRODUCTION SITE! I GAVE YOU A TEST SITE TO USE! WHY DID YOU NOT READ MY INSTRUCTIONS?!!!!
Nayeem, I set up two staging sites for you yesterday, provided you with their URLS information to access them above ( in a private post https://www.wpdownloadmanager.com/support/topic/no-preview-available/#post-200756), along with the results of the testing I did and asked you to investigate what is wrong with both of them.
I suggest beginning with the North American one (as labelled in the post linked above) using the pro version of the plugin. I hope you can go in and troubleshoot these without delay. The client is quite concerned, and they have worked fine and displayed fine till recently so the change might be due to a plugin update.
To clarify, I have already done the basic test of disabling all the plugins and changed the theme to twentytwentyfour on both of the staging copies I made for you, with no change, so you can rule out a plugin or theme conflict. If someone more senior is needed to go beyond that, can you please escalate this support request asap? Please go ahead on those test sites.
Thank you.
Yes, I tried that process on both test sites, no change. Did you read my detailed notes on testing above?
The .com staging site is under development, I needed to delete and recreate it, which is in progress. I will post here when it is ready to use again