Link Update

[Melanie]

Ever since the newest update the new URL Links does not post the links. I have to re-input the links every single time I put a new one in. This is very aggravating – and this happens EVERY time.

Is this a glitch? And when will it be fixed, I am paying for a service that does not work .

[Geoff B.]

Good evening Melanie and welcome back!

Thank you for reaching out to us.

We are sorry to hear about your issue with URL links.
I would love to help you with this topic.

As a first troubleshooting step, could you please provide us with your complete system information in a private reply using the instructions found in the following link?

https://theeventscalendar.com/knowledgebase/sharing-sys-info/

To answer your question, I have not heard of such a glitch before.

As such, I would like to work with you on finding a solution to this.

There could be a couple of things at play here:

• A conflict with another plugin, your WordPress theme or some customization
• Permalinks that need re-saving

The first 2 tests that I would recommend are:

1. Could you go on your permalinks page and just re-save the permalinks? Check if that fixes the issue.
2. Could you temporarily switch back to a default WordPress theme such as twenty-fifteen and check if that fixes the issue ?

Best regards,

Geoff B.

 

[Melanie]

This has not been fixed, and weeks have gone on.

I am not switching back to twenty-fifteen as that is not the theme I have ever used. The links worked fine before the update, and it is not a permalink issue!

[Geoff B.]

Good evening Melanie,

Thank you for writing back.

I totally understand what you are saying and I believe I might have miscommunicated what I was trying to say. I apologize for that.

This has not been fixed, and weeks have gone on.

In full disclosure, we have not received any other reports of this specific issue.

The good news is that it means that there is a very good chance we will be able to fix your specific situation.

Please bear in mind that I actually share the same goal as you: fix this issue as fast as possible.

In my experience, after tackling hundreds of issues, working together at troubleshooting is the best way to find out what the cause of your issue is.

This is why I previously asked if you would mind sharing your system information (in a private reply) and this is also why I recommended a couple of tests.

More specifically, although you are correct that this happened after the update, the most common causes for that are:

• Permalinks getting corrupted or not refreshed in the process
• Some conflict with another WordPress plugin
• Some template customizations found in either your WordPress theme or WordPress child theme that needs updating

Could you please provide us with your complete system information in a private reply using the instructions found in the following link?

https://theeventscalendar.com/knowledgebase/sharing-sys-info/

Thank you for your understanding,

Best regards,

Geoff B.

[Melanie]

This reply is private.

[Geoff B.]

Good evening Melanie,

Thank you for the system information.
From the looks of it, everything seems to be in order.

the new URL Links does not post the links

If I understand correctly the issue you are describing, when you input an event URL under the Event Website field of the Edit Event screen, it does not show up in the single event view meta box. Can you confirm ?

If that is the case, I am pretty sure the issue lies in a template override. More specifically, could you tell me if there is a /tribe-events/ folder in your WordPress theme ? If so, it is very likely that it would need updating.

I would like to offer to take a look at it if you don’t mind.

Best regards,

Geoff B.

 

[Melanie]

This reply is private.

[Geoff B.]

Good evening Melanie,

Thank you for clarifying this.
I see what you mean, thanks to your screenshot.

This must be really frustrating and, full disclosure, I have never seen such a problem reported before.
So let’s find out why that is.

As I hinted at in my previous reply, could you please send me a link to a .zip file containing your WordPress theme so that I can run some tests on my end ?

As a follow-up question, are you using Visual composer while trying to input text and URL or just the basic WordPress visual editor ?

Thank you for your collaboration as we try to figure the cause of this issue.

Best regards,

Geoff B.

[Melanie]

This reply is private.

[Melanie]

This reply is private.

[Geoff B.]

Good evening Melanie,

Thank you for your answer and for being transparent about your dissatisfaction.
That type of feedback enables us to improve on how we deliver support and communicate with our customers.

Please rest assured that I do share the same goal as you: get to the bottom of this issue and solve it as fast as possible.

I have no idea what you mean by zip file to send to you??

I would like to be able to recreate your WordPress environment on my install. Hopefully, this should allow me to reproduce your issue and solve it.
In order to do that, I would need a copy of your current WordPress theme / child theme.

Since these tend to be fairly big, the best way to send me that copy would be through a .zip file containing them.
You could then place that .zip file on your Dropbox or Google Drive account which in turn would allow you to simply provide me with a link to download them.

However, since the last update, I have yet ANOTHER glitch, so far 10 thumbs down for event calendar pro, I am a paying customer and not getting what needs to be fixed done…

That is terrible news. It does seem indeed like there is a conflict at play.

Until I get a copy of your WordPress theme, would you mind doing the following (this has helped solved similar issues in the past):

1. Deactivate / Reactivate Pro only
2. Re-save the permalinks

These glitches need to be fixed as soon as possible. My website is for my business and is my business card to the world – and I purchased Event Calendar Pro in order to use it, not to have so many errors and glitches.

I could not agree with you more. The faster we can find what is causing the issue on your install the faster we will be able to fix this.

Best regards,

Geoff B.

[Melanie]

This reply is private.

[Geoff B.]

This reply is private.

[Support Droid]

This topic has not been active for quite some time and will now be closed.

If you still need assistance please simply open a new topic (linking to this one if necessary)
and one of the team will be only too happy to help.

[Author]

Posts