issue Image Preview  


Melissa
Posts: 12
Customer
(@activelyinspired)
Member
Joined: 3 years ago

I am experiencing this same issue, just upgraded yesterday and immediately the image preview does not load - only on mobile devices though. It works fine on a desktop. The image will show up once you hit post, but users are thinking that it is not working and not posting because the preview thumbnail doesn't show up.

Please advise.

20 Replies
1 Reply
Melissa
Customer
(@activelyinspired)
Joined: 3 years ago

Member
Posts: 12

Also should note - we aren't using any optimizer or cache plugins.

Reply
Astghik
Posts: 3476
Admin
(@astghik)
Support Team
Joined: 2 years ago

Hi @activelyinspired,

Please leave some example URL to allow us to check it. 

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18 Replies
Melissa
Customer
(@activelyinspired)
Joined: 3 years ago

Member
Posts: 12

The url is activelyinspiredlife.com, but issue exists on protected member pages. So I am guessing I will need to provide you with login credentials, please advise and let me know how I can send those to you if needed. Thanks.

Reply
Astghik
Admin
(@astghik)
Joined: 2 years ago

Support Team
Posts: 3476

yes @activelyinspired, please send the login details to info[at]gvectors.com email address and let us know. 

Reply
Melissa
Customer
(@activelyinspired)
Joined: 3 years ago

Member
Posts: 12

I sent login credentials on Thursday morning last week, have you been able to figure anything out with this issue?

Reply
Melissa
Customer
(@activelyinspired)
Joined: 3 years ago

Member
Posts: 12

Also - to update on the situation, other things we have noticed is that the edit/delete functions of the comments aren't there anymore. Also it seems to be taking a really long time to post comments, some users can only get the comment to post by hitting refresh on their browser. There has been limited success with the ability to successfully upload images. The preview thumbnail is now loading properly, however the image itself doesn't want to post to the thread. It seems to freeze in the process. Please advise.

Reply
Astghik
Admin
(@astghik)
Joined: 2 years ago

Support Team
Posts: 3476

Hi @activelyinspired,

Also - to update on the situation, other things we have noticed is that the edit/delete functions of the comments aren't there anymore

This is a conflict with other plugins. It doesn't recognize the logged-in users. In our case, it shows the name and email fields even when we've already logged in. 

The preview thumbnail is now loading properly, however the image itself doesn't want to post to the thread.

This also may be caused by the same plugin. Please deactivate the plugins one by one and check after each deactivation to find a problem maker one. 

Regarding the image preview, there is no such issue. Please watch the video below: 

https://www.screencast.com/t/EFOOLngKOInB

Reply
Melissa
Customer
(@activelyinspired)
Joined: 3 years ago

Member
Posts: 12

I am really at a loss, because it seems to be that no two people are experiencing the same two issues, and the issues seem to be changing all the time. And the issues seem to be different between desktop and mobile use.

I have been using two sets of credentials, and when logged in as an Administrator, everything works great on a desktop - on mobile however it does not, it does recognize the login and it still won't show image preview and will not post image for me.

When logged in as a subscriber it doesn't seem to ever recognize login credentials.

Images don't seem to have any issues when using a desktop computer. The image issue seems to be exclusive to mobile device.

I have tried deactivating all the plugins one at a time and that didn't seem to solve any issues.

I have attached screen shots of the differences between the desktop and mobile views of the comments when logged in as an Administrator.

On the mobile device screenshots, it shows 3 image thumbnails, it let's me select a thumbnail to upload a photo, but once I select photo from library, the image doesn't load - and that is when you see the screenshot with only two image thumbnails.

Another issue I am encountering, is that I don't seem to be getting any email notifications for follow-up posts on the thread.

This is the link I have been using to test: https://activelyinspiredlife.com/member-content/low-cardio-reset/

 

IMG 1442 2
IMG 1441 2
Screen Shot 2019 04 15 at 9.45.52 AM

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Astghik
Admin
(@astghik)
Joined: 2 years ago

Support Team
Posts: 3476

ok @activelyinspired,

I see the admin details you've sent to us. I've already asked the developers, they are going to check it. I'll update the topic asap.  

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Melissa
Customer
(@activelyinspired)
Joined: 3 years ago

Member
Posts: 12

Any updates on this situation? The comments are a very important and interactive part of this website so the sooner we can figure out the problem the better. Thank you.

Reply
Astghik
Admin
(@astghik)
Joined: 2 years ago

Support Team
Posts: 3476

Hi @activelyinspired,

This is a very specific case. Our developers are still checking the issue. We noticed that in most cases the issue happens on iPhone devices.

 The comments are a very important and interactive part of this website so the sooner we can figure out the problem the better.

yes, sure we do all our best to solve the issue asap. I'll update the topic once I get some news for you. 

Reply
Melissa
Customer
(@activelyinspired)
Joined: 3 years ago

Member
Posts: 12

Hello again, 

Has there been any progress at all made on this issue?

At this point I am considering removing the plugin and asking for a refund. I cannot go on much longer without this service for my customers.

Please advise.

Reply
Astghik
Admin
(@astghik)
Joined: 2 years ago

Support Team
Posts: 3476

Hello @activelyinspired,

There is no problem with images in the comment itself. All images are being displayed in comment content even if they have a problem with a preview. We've checked on many devices, the only issue is with the first image preview on the iPhone devices. We do all our best to solve the issue with iPhone devices ASAP.

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Melissa
Customer
(@activelyinspired)
Joined: 3 years ago

Member
Posts: 12

95% of my customers use their iPhone for this purpose.

And I disagree, I have tried to post the comment without the preview, because I knew it was there, but at that point quite often the browser gets stuck and won't load anything. So if you hit refresh it will post but only part of the comment usually and no photo. 

I just tried again at 7:11 this morning, and it did finally post after 25 seconds, but no image.

What about the issue of it not recognizing logged in users and giving the ability to edit/delete comments? When I went through and deactivated all my plugins one at a time, this issue was still there. 

Reply
Astghik
Admin
(@astghik)
Joined: 2 years ago

Support Team
Posts: 3476

@activelyinspired,

We've tested on iPhone 6 and iPhone 7 and there is no such an issue (please see the screenshot below). The reason also could be the image size. Browsers cannot preview large size images. We investigate to solve the issue as soon as possible. If you cannot use the add-on with this problem we have to refund the add-on (if you want).

IMG 3109

Reply
Melissa
Customer
(@activelyinspired)
Joined: 3 years ago

Member
Posts: 12

I am using an iPhone 8. I believe others have 8's or higher as well. Image I selected was taken on my phone, as I imagine most others would be as well... kind of the whole point. So I can't imagine the size of the image would be a problem. 

Also - you never commented on the other issue of not recognizing logged in users.

Reply
Melissa
Customer
(@activelyinspired)
Joined: 3 years ago

Member
Posts: 12

And it's not just an issue with the preview, when I select the image - the preview icon disappears as I showed earlier in screen shots. Then once you hit post, if the comment does post there is no image attached to the comment. That is what happened this morning when I tested it. 

I appreciate your guys' time and effort on this, I just can't have this function not working for much longer. So if we can't get it resolved I will have to move on to other options. 

Thank you.

Reply
Astghik
Admin
(@astghik)
Joined: 2 years ago

Support Team
Posts: 3476

Thank you for understanding and patience. 

Of course, we'll do all our best to make this works on current iPhone devices. You can confirm us to refund the add-on once you'd like to choose other options. 

Reply
Melissa
Customer
(@activelyinspired)
Joined: 3 years ago

Member
Posts: 12

We have decided to discontinue our use of this plugin, please issue a refund. Thank you.

Reply
Astghik
Admin
(@astghik)
Joined: 2 years ago

Support Team
Posts: 3476

Hello @activelyinspired,

Please contact us via support[at]gvectors.com email address.

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