Support

Hello,

on the install page, can you please tell me what's the upload size limit?

mhm... I suspect it could be permission issue. Can you please try to install a new plugin that you do not already have installed on your website?

mhm... Can I please connect to your site to run some tests?

I have made this ticket private so that only you and me can see the information posted here.

Please provide me with the following information:

1. The URL to your site's administrator login page
2. Super User username and password
3. FTP connection information

Please allow up to one business day (GMT+2 timezone) for me to log in to your site and debug this issue. When I'm done I will post back. Once the issue is fixed, you can revoke my access e.g. by changing the Super Administrator and FTP passwords.

IMPORTANT INFORMATION
In order for me to help you fast and accurately, please provide the information by copying the form below, paste it into your reply and fill in the information:

----- Access Information Form -- START -----
Super Administrator access

• URL to site's administrator page (e.g. http://www.example.com/administrator?foobar):
• Super User username:
• Super User password:

FTP connection information

• FTP methods supported (e.g. FTP, FTPS, SFTP):
• FTP Hostname:
• FTP Username:
• FTP Password:
• FTP Port (if other than 21 for FTP and 22 for SFTP, ask your host):

----- Access Information Form -- END -----

Please make sure that you have tested the Super Administrator connection using a different browser or machine than the one you are using daily. Double check that logging in is possible and that the user has Super User privileges, i.e. it's not a regular Administrator. Make sure that your site does not block whole countries or IP ranges which would make it impossible for me to log in / connect by FTP. Finally, please do make sure that the FTP connection works and that logging in to it I have access to your site's files.

Kindly note that your site connection information and your site content is handled in strict confidence. Not only we are a reputable development company, we are also bound by law (EU GDPR) to do so. After you file your reply, the connection information to your site will be stored in an encrypted, hidden storage area on our site and will be automatically deleted when this ticket is closed. Finally keep in mind that the people providing support to you are the same developers who wrote the software you're using on your site.

I just tried to login on your website, but it's mandatory to have multi factor authentication and I can't receive the code by email. Can you please set the email for my account to [email protected] so I can put the code?

I just connected to your site, but my user is an Administrator, not a Super User, so I can't install extensions.

Can you please change my group so it becomes a Super User?

Hello,

I tried to upload the package on your website, but the installation routine failed. I tried to use the Install from URL method, using the Direct Link feature from our server, but it still failed.

I wanted to manually upload the file on your server, but I can't create a folder inside your Joomla temporary directory. This means that there's a permission issue on your server, if you try with other extensions, does it work?

Moreover, it seems that even your backend is server by CloudFlare, am I right? If that's the case, you should exclude the backend area from caching, since it would lead to problems.

I can see you have JCE installed, but it's not up to date. Can I install the latest version of JCE Core (this one: https://www.joomlacontenteditor.net/downloads/editor/core/jce-2954 ) so I can double check if the problem only occurs with Admin Tools or other ones?

Please take a look at the attached image. As you can see, even other extensions are failing to install. This means there's a permission issue on your server, as stated several posts ago.

Please get in touch with your host and report the problem, since there's nothing that we (you and us) can do to fix it.