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Tried Creating A Ticket, But It's In A Perpetual Loop


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#1 ncdesignz

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Posted 01 September 2015 - 09:32 AM

Downloaded 4.1.11 this morning, uploaded it via ftp, and when I go in to activate it, the entire site breaks (white screen).

Get this error message when I deactivate ALL plugins and then activate TubePress Pro:

Catchable fatal error: Argument 1 passed to tubepress_app_impl_html_CssAndJsGenerationHelper::_recursivelyGetFromTheme() must implement interface tubepress_app_api_theme_ThemeInterface, null given, called in /wp-content/plugins/tubepress_pro_4_1_11/src/platform/scripts/classloading/classes.php on line 3088 and defined in /wp-content/plugins/tubepress_pro_4_1_11/src/platform/scripts/classloading/classes.php on line 3117

I verified that the APC extension is NOT activated on the hosting.  I followed the upgrade procedure properly.

(Note: The old version we were running was 3.1.5.  No one received any emails about upgrades, and we had no idea there was anything going on until the video library was broken this morning.  How do we get notified of upgrades? The email address on my account is a valid email.)



#2 ncdesignz

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Posted 01 September 2015 - 10:29 AM

I also went in and uploaded all available versions from my account (3.1.6, 4.1.10 and 4.1.11).  3.1.6 and 4.1.10 both work without breaking the site, but the videos don't show up because of the bad request from YouTube.  When I then activate 4.1.11 after those, it still breaks the site.

 

I have also tested it by switching from their custom theme to Twenty Fifteen.  4.1.11 still breaks the site.



#3 eric

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Posted 01 September 2015 - 03:55 PM

Hello,
 
I'm sorry to hear that you are having some trouble - we should be able to get things squared away quickly.
 

Get this error message when I deactivate ALL plugins and then activate TubePress Pro:

Catchable fatal error: Argument 1 passed to tubepress_app_impl_html_CssAndJsGenerationHelper::_recursivelyGetFromTheme() must implement interface tubepress_app_api_theme_ThemeInterface, null given, called in /wp-content/plugins/tubepress_pro_4_1_11/src/platform/scripts/classloading/classes.php on line 3088 and defined in /wp-content/plugins/tubepress_pro_4_1_11/src/platform/scripts/classloading/classes.php on line 3117

 
This sounds very much like a new bug. Are you using a custom TubePress theme by chance? You can check this by seeing if there are any directories (other than a directory named "starter") at wp-content/tubepress-content/themes. If you do have any directories there, please try temporarily moving them somewhere else to see if that allows TubePress to activate properly. Please let me know.
 

Tried Creating A Ticket, But It's In A Perpetual Loop


Yikes! Very sorry to hear this. We haven't had any other reports of this problem and we receive a few dozen tickets daily. Could you let me know which OS and browser you're using? Presumably you are trying to use the form here? Are you able to view that page at all? Or is it just when you try to submit the form that it gets stuck. Any detail you could provide would be great as I'd like to investigate and squash any bugs there.
 

No one received any emails about upgrades, and we had no idea there was anything going on until the video library was broken this morning. How do we get notified of upgrades?


Sadly we don't have the tools set up for our users to opt-in to messages from us. The good news is that we are currently building a console/dashboard that will consolidate our scattered customer experience into a single place. As part of that, you'll be able to subscribe to notifications from us. We plan on delivering the dashboard this Fall.



#4 ncdesignz

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Posted 01 September 2015 - 05:23 PM

This sounds very much like a new bug. Are you using a custom TubePress theme by chance? You can check this by seeing if there are any directories (other than a directory named "starter") at wp-content/tubepress-content/themes. If you do have any directories there, please try temporarily moving them somewhere else to see if that allows TubePress to activate properly. Please let me know.

 

No, not using a theme.  Nothing in that folder except "starter".


 


Yikes! Very sorry to hear this. We haven't had any other reports of this problem and we receive a few dozen tickets daily. Could you let me know which OS and browser you're using? Presumably you are trying to use the form here? Are you able to view that page at all? Or is it just when you try to submit the form that it gets stuck. Any detail you could provide would be great as I'd like to investigate and squash any bugs there.
 

I'm on Windows 10, and I tried it in the latest versions of FIreFox, IE, Chrome and Edge.



#5 eric

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Posted 02 September 2015 - 03:16 AM

This sounds very much like a new bug. Are you using a custom TubePress theme by chance? You can check this by seeing if there are any directories (other than a directory named "starter") at wp-content/tubepress-content/themes. If you do have any directories there, please try temporarily moving them somewhere else to see if that allows TubePress to activate properly. Please let me know.

 

No, not using a theme.  Nothing in that folder except "starter".

 

Very strange. I peered through the code and am having trouble seeing how that error could be triggered. I suggest one of three paths moving forward:

  1. If you are willing and able to provide me with both FTP and WP admin credentials, I'd be very glad to investigate the issue, fix the bug, and get everything working. If this is a possibility, feel free to send those credentials via a private message here in the forum (since our ticketing system isn't working for you :/  Without being able to get deeper visibility into what's going on under the hood, I'm afraid there's not much else I'll be able to do.
     
  2. A full refund to you would be in order since a bug on our end prevented you from using the product. We very much want to keep you as a user, so this isn't my preferred option.
     
  3. Give TubePress Express a try. It's cloud-hosted by us and thus there's no installation/upgrade procedure, and we give everyone a free 30-day trial. If you like it, you can start a subscription and I can refund your purchase of TubePress Pro.

 

Yikes! Very sorry to hear this. We haven't had any other reports of this problem and we receive a few dozen tickets daily. Could you let me know which OS and browser you're using? Presumably you are trying to use the form here? Are you able to view that page at all? Or is it just when you try to submit the form that it gets stuck. Any detail you could provide would be great as I'd like to investigate and squash any bugs there.

 

I'm on Windows 10, and I tried it in the latest versions of FIreFox, IE, Chrome and Edge.

 

Were you able to get to the ticket submission page at all? Or was it just when you tried to submit a ticket that you got stuck in a loop? Just trying to figure out a way to reproduce the issue.

 

Thanks for your patience in working this out and I'm sorry that you're having a rocky experience! I look forward to solving these issues.



#6 ncdesignz

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Posted 02 September 2015 - 08:04 AM

Going to try TubePress Express.  I'll let you know if I have issues.

 

 

Were you able to get to the ticket submission page at all? Or was it just when you tried to submit a ticket that you got stuck in a loop? Just trying to figure out a way to reproduce the issue.

 

Yes, I can submit a ticket, but it takes me to the page with some answers to similar questions, and when I read them all and try to send the message anyway, it takes me back to start over.



#7 ncdesignz

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Posted 02 September 2015 - 08:29 AM

I like TubePress Express, and I'm able to get it into the site, but in my account on TubePress, it's not saving my Gallery.  When I go back to the list, it asks me to create my first gallery again. This means that anything I need to change...I have to start over.

 

Edited:  Fixed this.



#8 ncdesignz

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Posted 02 September 2015 - 08:42 AM

Also, noticed that when I click on any page in the pagination, the pagination menu disappears when it goes to the next page (and there are six pages).

 

Edited:  This appears to be because the CSS for the iframe is set to "overflow: hidden;".  When the videos have long names, it pushes the pagination down and hides it.  I fixed it by giving the iframe a minimum height in my css.



#9 eric

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Posted 03 September 2015 - 02:15 AM

Glad to hear that TubePress Express is working better for you!

 

Edited:  This appears to be because the CSS for the iframe is set to "overflow: hidden;".  When the videos have long names, it pushes the pagination down and hides it.  I fixed it by giving the iframe a minimum height in my css.

 

TubePress Express iframes should resize themselves to fit the content. So in theory you shouldn't have to mess with CSS very much, but regardless I'm glad that you found a fix.

 

Please let me know how else we may assist you. Thanks



#10 eric

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Posted 03 September 2015 - 02:18 AM

Yes, I can submit a ticket, but it takes me to the page with some answers to similar questions, and when I read them all and try to send the message anyway, it takes me back to start over.

 

Thank you for the report. I will see if I can reproduce this and report back here if I find anything.