Unable to open a support ticket or live chat

iamkeshav2056

I am unable to open a live chat or support ticket. When i try to create a support ticket it is automatically being closed displaying some system generated message shown in the picture attached here with

Tucker_P_Ezoic

Hi iamkeshav2056 - that's because you're directed to Community for a short period of time for troubleshooting. Typically, this late into the onboarding process, there aren't urgent technical issues that need addressing.
This original issue has been addressed on the prior two threads you've opened. Please refer to those threads for the guidance on next steps.

Zebratigerthing

Seems like I can only reply to threads as well but I would like to request help on my origin errors with ezoic since I just changed domain name registrars

Tucker_P_Ezoic

Hi Zebratigerthing - hope you're keeping well!
You can create a new thread, you need to 'search forum' first for your topic.
Further, there's several guides related to the issue you're facing that help you to troubleshoot from your end with the Host, which would show for you if you searched via the search-bar:
https://support.ezoic.com/kb/article/how-to-fix-origin-errors
https://support.ezoic.com/kb/article/how-does-ezoics-name-server-integration-work

onmrc

Hello, I'm having issues creating threads like those above. I used the search forum feature and tried clicking tags but I don't see an option to create a new thread anywhere.

I have an issue with plugin installation as the "/wp-content/uploads" folder owner is different than the other folders. I need to request somebody to make the uploads folder owner to be the Wordpress user like the other folders in /wp-content.

Any help would be appreciated for both that and starting new threads.

Thanks for your help.

Tucker_P_Ezoic

Hi onmrc - hope you're keeping well!

In order to open a new thread, you need to search the forum first. Once you've actually executed a search, you can then type the issue into the search again, and at the bottom you'll see 'Ask the Help community (pencil icon).'

Ensuring that publishers are able to search to see if their questions already been answered can save publishers an immense amount of time because often the fastest resolutions are found in those articles, and if answers aren't found in the community threads or in any of the support articles (or you've tried solutions from a support article) then at least we have a place to start from knowing certain steps were already followed 🙂. We apologize if it wasn't super clear - we're always evolving and taking steps to make things a bit easier, we'll take this into consideration.

We had the Hosting team take a further look at the setup, here's their feedback and further questions:
"
We looked at their files through sftp as well as directly on our pods.
The wp-content/uploads folder has the same permissions and owner as the wp-content folder, which is normal and consistent with the rest of the files on their site.
Is it possible that the publisher might mean a different folder, or something else completely?
Would they be able to provide more info on this plugin installation issue?
"

Looking forward to your reply!

onmrc

Sorry for the bump but I really need to get this fixed. It seems to be the issue causing me to be unable to install WPML (not good when your site is supposed to be bilingual. And again, i still am not sure why I cannot create new threads, so double apology for tacking onto this one.

onmrc

Thanks very much, the instructions are pretty clear, I just couldn't find what I needed and also couldn't figure out how to start a new thread, so thank you for the clarification!

Regarding the issue, I used a site duplication program from cloudways to create a duplicate of my site for the WPML support team. They used that to test and said the following:

"The problem was the "uploads" folder. On the duplicated site I renamed that folder to "uploads-1" and added another folder called "uploads" myself inside wp-content and then I managed to install WPML with no issue.

So the issue is not only the permission is the fact that, the uploads folder's owner is different from other folders.

Please kindly contact your hosting service provider about that and ask them to make the uploads folder owner be the WordPress user like other folders in wp-content folder."

The issue itself is that when I try to install WPML I am met with a blank white screen during the installation and nothing further happens. If I go back to wp-admin I see WPML installed but not activated. I am able to activate it, however if I go to the WPML and try to save I receive the error "Error: data not saved."

I tried debugging with WordPress during the WPML installation but no errors were logged or displayed. I know Ezoic uses WPML, so I'm not sure why it is not installing or functioning properly for me. WPML themselves seem to think it's a problem with the directory permissions and access as they said above.

onmrc

Follow up, WPML support had this to say:

Well, honestly we do not have any other clue, the only thing that happened upon duplicating your website to our server, was that permission issue and the ownership one.

As soon as I renamed that folder to upload-old, and added a new upload folder it worked and the plugin is installed.

Actually, it is good to ask the hosting service provider to give us what is the error log when the white screen happens. They have an error log that can give more detailed information about the problem.

From our part, we do not have any other clue and as you see we managed to install the plugin with no issue on your website on our server which is a clone of your website, so there is something going on your server that the hosting provider can check the error log and tell.

I know that Ezoic uses WPML so I'm not sure what the issue is, but I cannot install WPML properly or save any WPML settings.

Tucker_P_Ezoic

Hi onmrc - I'm going to relay this to a member of the Hosting team, we should have an update for you with their findings soon. Thanks for your patience and for providing the additional information.

Tucker_P_Ezoic

Hi @onmrc - I'm going to send you an email from my work address, directly to the email you have on file here.
There will be further instruction 🙂.

onmrc

Thank you, I will keep an eye out for it.

Edit: got it, followed the instructions and replied. Please let me know!

Tucker_P_Ezoic

Hi onmrc - thanks for the update, we've passed along to the Hosting team. We'll keep you apprised of any updates as they come in 🙂. We appreciate your patience and willingness to troubleshoot!

Tucker_P_Ezoic

Hi @onmrc - hope you're keeping well!
Here's an update from Hosting:
"
Essentially, we need more information to debug properly.
We don’t have logs containing info on the white screen that's showing - therefore we have 2 suggestions:

Getting in touch with WPML and ask them what exactly they saw and did, what permissions, what folder path, what user owns it now. It looks like we initially thought we had logs that would contain information on the installation failure but that isn’t the case.
Try downloading it one more time tonight so we can take a look at the logs if they become available now that WP_DEBUG_LOG is on. Again, this may have been something already done as part of step 1.
(If that's the case, you can send the log to my email directly 😀 )
"

onmrc

Hi, as per your suggestions:

I contacted WPML but they had nothing to add beyond what I pasted from them in the previous replies here.
I reinstalled WPML and also made a video of it this time. I will email you with both the log and link to the video.

Thanks again!

Tucker_P_Ezoic

Hi onmrc - hope you're keeping well!
That video looks to be private, so I'm not able to access/share with the tech team unfortunately.
If there's another screencapture tool you can use, or make the video public temporarily, that would work great 🙂.

Thanks for the updates, I've passed those along as well!

onmrc

Sorry about that, I have updated it so you should be able to see it now. The link is the same.

Tucker_P_Ezoic

Hi @onmrc - I've updated the bug request with the engineers. They will be able to take a look in due course 🙂. We appreciate your patience and willingness to troubleshoot!

onmrc

Thanks very much, I'm on standby and hope they can resolve the issue - or at least figure out what's going on - quickly.

Tucker_P_Ezoic

Hi onmrc - the video is a huge help, they weren't able to recreate consistently at first and weren't able to pull the proper logs. All of that information you've been providing has been helping.
I've escalated again, and I am going to check in on the bug first thing when business opens again - if there's no significant progress we'll escalate even further. We apologize for the delays and inconvenience - it's an odd behavior and we're digging in. We appreciate your patience!