Please stop shutting down threads.

[Jason E]

With all due respect, this forum is more than just support from you to us. It is a way for us to diagnose, work together, solve issues and find new opportunities.

In one of the the threads just shut down, we had determined that an issue with LayerSlider was potentially not related to the Enfold updates. Just telling everyone to have the latest versions of everything and close the thread stops productive sourcing of issues and reasoning, especially when we are waiting for answers from you. Communication is a good thing. Shutting down users that are trying to help solve problems and help others within this community sets a bad tone.

I have bought a lot of licenses and support extensions and we recommend Enfold to a large base, but one of the things that makes me question continuing that is when the forum leads arbitrarily determine the validity of our conversations, especially when they are product related. We were not disparaging your products, nor your service, nor working against you. We were trying to solve an issue that was affecting others until we did hear from you. Yes, it is your forums, but embrace the fact that as purchasers of your software, we also can interact together to solve problems and create new opportunities.

[ckonanz]

Couldn’t agree more – you were the only one reaching out to assist me to resolve this issue and the fact that I could provide you with what we were experiencing I suspect was helpful to you as well.

Now that I’ve created a new thread to ask for assistance again, I have little faith I’ll hear back for another few days… at least with open dialogue the post remains top of mind and top of the board so hopefully someone will look at it sooner than later.

Good luck with solving it on your end. Fingers crossed I find a solution on ours as well.

[Yigit]

Hi!

We are sorry about that.
I am not really sure which and why the thread was closed however i am pretty sure you guys have noticed how busy the forums are lately. We try and fix any issues as soon as we can to avoid having a backlog, which slows us down significantly. I am guessing there was a misunderstanding and whoever closed the thread thought thread was resolved.

In the meantime we were discussing about making a sticky thread about the issue and made one already. You can find the post here – https://kriesi.at/support/topic/how-to-fix-layer-slider-issue-with-missing-images/.

If that does not help either, please let us know :)

Regards,
Yigit

[Epic]

Yigit for president !

Always polite !

[Vinay]

Hi,

We usually close the thread once the issue is resolved however they may be a misunderstanding.

Please feel free to get back to us with a new ticket in case you have any question, we are happy to help :)

Best regards,
Vinay

[Jason E]

Thank you Yigit and Vinay for chiming in. It is appreciated.

I agree that the issue is not one of desire to close tickets, but a necessity due to the technology/process. This has happened many, many times in the past and it has cost customers and your team on all levels. I would like to ask you to consider that while this forum worked in the beginning, it is not conducive to a large community and ticket system rolled up into one solution. We need a way to communicate without it making it impossible for you to manage the issues at hand. I think it would also allow everyone to better see how an active community can actually reduce your ticket load significantly. It also gives the opportunity to do more fact-finding and user-case scenario building for future development, gives people a better avenue to show their Enfold creations and also ways to customize and take things to the next level and inspire others to do the same.

I guess what it boils down to is that most of the frustration stems from people that are as passionate as your team about Enfold, but finding a hard time when their passion hits a technological brick wall. In many ways, it is a huge sign of success for your team and what you built with Enfold, but now it is time for a new tool to take it to the next level.

[Jason E]

As a side note, the slider appears to also have issues with some installations of Enfold 3.8.5 as well. That was part of what we were in the middle of determining and realizing without our own testing. In instances of it breaking overnight for those running 3.8.5, it seems to have switched the way the images load to require https, and then the browser throws an error on the transaction (on certain browsers) and you get a broken slider as well.

Does LayerSlider perform micro-updates at any point, aside from normal updates through the theme install/update mechanism?

• This reply was modified 7 years, 9 months ago by Jason E. Reason: grammatical/clarification fix

[Andy]

Hi,

thanks for your words. If you send us a precise link to the thread in question, then we can re open it for you.

If you have a feature request for Kriesi, then feel free to mention it here: https://kriesi.at/support/enfold-feature-requests/

Please don’t mix any other topics in one thread, as it gets quite confusing otherwise. Feel free to open a new ticket for a new question/issue. Thanks for your understanding.
In your new ticket provide us a precise link where we can inspect the elements in question, a screenshot highlighting exactly what’s going on (imgur.com, dropbox), as well as admin access.

Best regards,
Andy

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