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Some Problems With Tubepress Express


Best Answer eric, 13 May 2015 - 11:12 PM

Hi Luca,
 
My most sincere apologies for not responding to your sooner. As Brandon mentioned, we have been growing faster than expected and are struggling to keep up with and keep track of our support requests. Our performance in that regard has been unacceptable and we are letting down our customers (like you). In an effort to provide faster, more personalized support for our customers, we are getting ready to switch from forum-based support (here) to a proper ticketing system. This will increase our efficiency (i.e. faster support for customers) and prevent issues from "slipping through the cracks" as has happened here.
 
Now, let's get you fixed up!
 

Waiting for the implementation of the auto-resizing feature from Eric.


I have some hopefully good news for you. About two weeks ago we updated TubePress Express to supply a new HTML snippet when you click the "Add to your website" button. Here's a screenshot of what it looks like now. As you can see, it is much more complex than the simple <iframe> that was there before. In effect, it supplies the "auto-resizing" feature that you were looking for. Give it a try? Simply click "Add to your website" for any of your Express galleries to get the new code.
 

Problem with the player I'm using: "normally, at the top of your gallery". One day it was working perfectly and now when someone click on the video thumbnail, the video is loading, you hear the sound, but you're not positioned automatically at the top of the gallery, you have to scroll up to see it (LINK).

 
This is strange and could indeed be a bug. Notice that if you view the actual source of the <iframe> embed (click here) you can see that the scrolling acts as expected. So we need to figure out why it doesn't work when it's embedded in your page. One odd thing I've noticed, looking at your HTML source, I see this:

<iframe src="//express.tubepress.com/v/2Gp49tZLKrM" width="100%" height="1230px?hd=1&wmode=transparent" frameborder="0" allowfullscreen="allowfullscreen"></iframe>

The "height" attribute has all that extra stuff in it (?hd=1&wmode=transparent). That could be causing the issue, though somewhat unlikely. Maybe first we could try the new embed code from Express to see if that clears it up? In the meantime I'll see if I can reproduce it locally.
 

Another problem with the player I'm using: "normally, at the top of your gallery". Scrollbars appear even if there's noting to scroll (LINK).

 

This could also be caused by the invalid height/width attributes on the <iframe>. Again let's try the new embed code to see if that clears it up, and if not we'll continue to dig.

 

I'll be watching this thread and will make sure to respond back as soon as you do. One last time, I sincerely apologize for the huge delays in responding to you. Thank you for sticking with us and please know that in the very near future we will finally have a proper support infrastructure and a far superior customer support experience for you.

 

Eric

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34 replies to this topic

#21 brandon

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Posted 28 April 2015 - 08:15 PM

Luca,

 

My apologies.  With YouTube turning off their old API, we've been extremely busy around here.  Once adopted on a large scale we found a few bugs in TubePress Pro that needed to be fixed.

 

I have pinged Eric on this matter for you.

 

Thanks!


Want a faster, more personalized support experience? Open a ticket with us! We will be gradually phasing out forum-based support in favor of a proper ticketing system. Please help us help you!


#22 Luca Coralli

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Posted 29 April 2015 - 01:35 AM

Hi Brandon, no problem, I just wanted to keep this thread up since I hadn't received any updates from you... Didn't know about the YouTube API...

 

Waiting for Eric's answer, also regarding the little problem I've reported in my previous post. Thank you guys! :)



#23 Luca Coralli

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Posted 05 May 2015 - 05:04 AM

Hi Brandon, problems keep coming :( Let's do a brief summary:

  1. Waiting for the implementation of the auto-resizing feature from Eric.
  2. Problem with the player I'm using: "normally, at the top of your gallery". One day it was working perfectly and now when someone click on the video thumbnail, the video is loading, you hear the sound, but you're not positioned automatically at the top of the gallery, you have to scroll up to see it (LINK).
  3. Another problem with the player I'm using: "normally, at the top of your gallery". Scrollbars appear even if there's noting to scroll (LINK).

Please, let's try to fix all these problems. Thank you guys.



#24 Luca Coralli

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Posted 12 May 2015 - 01:10 AM

Hello guys. Exactly 2 weeks ago (Post #20) I reported you a problem that I was having (and I'm still having) with my galleries. I asked again for your support few days after (Post #22) and then 1 week ago (Post #23). No replies at all and this is not good: my galleries are not functioning as before and I never touched them, so something happened in the code.

 

I'm not talking of my question #1 from my last Post #23: that is an extra function and you will provide me the code when you'll have it. I'm talking about questions #2 and #3: these are functions that were working perfectly and that I paid for and they're not functioning well since 2 weeks. I don't want my problem solved in 1 minute, but just 1 answer from you side (the classic "we're working on it") in these 2 weeks would have been appreciated.

 

Thank you.



#25 eric

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Posted 13 May 2015 - 11:12 PM   Best Answer

Hi Luca,
 
My most sincere apologies for not responding to your sooner. As Brandon mentioned, we have been growing faster than expected and are struggling to keep up with and keep track of our support requests. Our performance in that regard has been unacceptable and we are letting down our customers (like you). In an effort to provide faster, more personalized support for our customers, we are getting ready to switch from forum-based support (here) to a proper ticketing system. This will increase our efficiency (i.e. faster support for customers) and prevent issues from "slipping through the cracks" as has happened here.
 
Now, let's get you fixed up!
 

Waiting for the implementation of the auto-resizing feature from Eric.


I have some hopefully good news for you. About two weeks ago we updated TubePress Express to supply a new HTML snippet when you click the "Add to your website" button. Here's a screenshot of what it looks like now. As you can see, it is much more complex than the simple <iframe> that was there before. In effect, it supplies the "auto-resizing" feature that you were looking for. Give it a try? Simply click "Add to your website" for any of your Express galleries to get the new code.
 

Problem with the player I'm using: "normally, at the top of your gallery". One day it was working perfectly and now when someone click on the video thumbnail, the video is loading, you hear the sound, but you're not positioned automatically at the top of the gallery, you have to scroll up to see it (LINK).

 
This is strange and could indeed be a bug. Notice that if you view the actual source of the <iframe> embed (click here) you can see that the scrolling acts as expected. So we need to figure out why it doesn't work when it's embedded in your page. One odd thing I've noticed, looking at your HTML source, I see this:

<iframe src="//express.tubepress.com/v/2Gp49tZLKrM" width="100%" height="1230px?hd=1&wmode=transparent" frameborder="0" allowfullscreen="allowfullscreen"></iframe>

The "height" attribute has all that extra stuff in it (?hd=1&wmode=transparent). That could be causing the issue, though somewhat unlikely. Maybe first we could try the new embed code from Express to see if that clears it up? In the meantime I'll see if I can reproduce it locally.
 

Another problem with the player I'm using: "normally, at the top of your gallery". Scrollbars appear even if there's noting to scroll (LINK).

 

This could also be caused by the invalid height/width attributes on the <iframe>. Again let's try the new embed code to see if that clears it up, and if not we'll continue to dig.

 

I'll be watching this thread and will make sure to respond back as soon as you do. One last time, I sincerely apologize for the huge delays in responding to you. Thank you for sticking with us and please know that in the very near future we will finally have a proper support infrastructure and a far superior customer support experience for you.

 

Eric



#26 Luca Coralli

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Posted 14 May 2015 - 04:12 AM

Hello Eric, thank you so much for your reply, I've really appreciated it and I'm happy for the entire TubePress team if things are going fine. I've been using TubePress for nearly 3 years and I'm happy to know that you're growing fast.... As you were saying, just don't let the old users (like me) down :)

 

Back to my problems, you will be happy to know that issues #1 and #3 are gone: auto-resizing is working and scrollbars have disappeared. Issue #2 is still there, unfortunately: if you try one of my 4 galleries you'll notice the problem. I think that this function is the one called "Scroll page to embedded player after thumbnail click" inside "Player" options. For your reference, if I preview the gallery in TubePress Express, it works! The problem is "only" in my website...

 

Can I suggest you one thing? Why don't you create a "release notes" topic for TubePress Express? You know, with TubePress Pro plugin you know when and what updates are made, but with the cloudy Express there's no way to know when and what updates are made... A "release notes" topic or (even better) a newsletter would be perfect! :)

 

Waiting for your reply. Thank you very much!



#27 eric

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Posted 14 May 2015 - 05:20 PM

you will be happy to know that issues #1 and #3 are gone: auto-resizing is working and scrollbars have disappeared

 

Great!

 

Issue #2 is still there, unfortunately: if you try one of my 4 galleries you'll notice the problem. I think that this function is the one called "Scroll page to embedded player after thumbnail click" inside "Player" options. For your reference, if I preview the gallery in TubePress Express, it works! The problem is "only" in my website...

 

OK, I'll set up a test environment now and will report back once I have something. Thanks for the info.

 

Can I suggest you one thing? Why don't you create a "release notes" topic for TubePress Express? You know, with TubePress Pro plugin you know when and what updates are made, but with the cloudy Express there's no way to know when and what updates are made... A "release notes" topic or (even better) a newsletter would be perfect! :)

 

An excellent suggestion. In general we have not been disciplined enough about publishing release notes and announcements for all of our software, not just Express. We will work on that!



#28 eric

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Posted 14 May 2015 - 05:25 PM

I've reproduce the issue locally. Now to find a fix..



#29 eric

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Posted 14 May 2015 - 11:25 PM

I've just published a solution for the scrolling problem. You can see the fix in action here. You might have to do a "hard" refresh first.

 

Please take a look and let us know. Thanks!



#30 Luca Coralli

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Posted 15 May 2015 - 01:18 AM

Hello Eric, thank you very much! The problem is solved now! I've marked your previous post as the best answer :) Just for curiosity, was it a bug in TubePress Express?

 

I've noticed that sometimes the galleries are not loaded at all and I have to refresh the page to see them again: is this something you are aware of? I've seen another similar topic in the forum and I think I'll continue the discussion there...

 

I'll also ask again some news in my other topic about multiple sources :)

 

Again, thank you very much and, if you want, just tell me if the scrolling problem was a bug or something related to Wordpress, so I just can understand better where the problem was :)



#31 Luca Coralli

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Posted 19 May 2015 - 08:02 AM

Hello Eric, I've just un-marked your previous post as the best answer to have visibility :) Sorry about that... Until you will have the improved customer service you're about to launch, maybe is better to do like this :)

 

I'm having an annoying issue with the loading of the galleries: you can see the post here. Can you please have a look at it? This behaviour happens every time: sometimes I have to refresh many times before seeing the gallery.

 

Thank you very much for your help.

 



#32 eric

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Posted 19 May 2015 - 03:44 PM

Taking a look now..



#33 Luca Coralli

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Posted 19 May 2015 - 04:32 PM

Thank you Eric, I think we can continue discussing the 2 issues (loading of the galleries and multiple sources) in the related topics.

 

Regarding the previous issues that I had and that you solved (auto-resizing, scrollbars and scroll page to player), were they a bug in TubePress or something in the settings? Just to know, in case I have any other similar problems :)

 

Thank you!



#34 Eric Hough

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Posted 19 May 2015 - 05:51 PM

Regarding the previous issues that I had and that you solved (auto-resizing, scrollbars and scroll page to player), were they a bug in TubePress or something in the settings? Just to know, in case I have any other similar problems :)

 

The scrollbars issue was probably due to the weird characters that made their way into the "height" attribute for the <iframe> embed. Might have been a copy-paste error, or maybe WordPress's Visual Editor, that produced the extra characters. You could always test the "old" Express embed code with something like the following:

<iframe src="//express.tubepress.com/v/2Gp49tZLKrM" width="800px" height="1230px"></iframe>

The auto-resize issue was simply a matter of using the new embed code that TubePress Express now provides. So this wasn't a bug really - just a new capability that we recently added. Finally, the scrolling issue was a bug in TubePress Express.

 

None of these, in my opinion, were caused by WordPress or a misconfiguration. Does that answer your question?



#35 Luca Coralli

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Posted 20 May 2015 - 12:12 AM

Yes, thank you, this totally answers my question. Topic closed! :)