Basic troubleshooting tips

Moove Agency

February 07, 2022 @ 11:20 am

If your plugin doesn’t work as expected, you can fix this quickly and easily using the steps below.

1) Basic Troubleshooting

Common issue 1: Outdated plugin versions

• We release regular updates of our plugin which include new features and bug fixes.
• If the plugin doesn’t work as expected, please ensure that you are using the latest version of the plugin (and the premium add-on if used).

Common issue 2: Console errors

• Our plugin doesn’t work if there are any console errors on your site. For that reason, it’s important to fix those before contacting our support as we won’t be able to help you until the errors are fixed.
• You can check if you have any console errors using Chrome browser (Inspect > Console).
• If you don’t see the updates correctly, the best is to view the site in a private browsing window or you can use a different browser to ensure that your local cache does not interfere.

Common issue 3: Cache conflict

• If you are using any caching plugins, you will need to exclude our plugin assets by following the steps below:
• “Exclude Cookies” with value: moove_gdpr_popup
• “Exclude JS” with value: gdpr-cookie-compliance/dist/scripts/main.js
• Premium users should also “Exclude JS” with value: gdpr-cookie-compliance-addon/assets/js/gdpr_cc_addon.js
• You can also try to disable the ‘combine inline JS feature’ if you run into any issues.

Common issue 4: Ajax script is blocked

• Our plugin, just as many other WordPress plugins, needs Ajax to work properly. Sometimes Ajax calls are restricted on hosting servers so you need to check if that’s the case with your site too.
• The best way to check is by using the below URL in private browsing (replace the domain with yours): https://yourdomain.com/wp-admin/admin-ajax.php
• If you see an error message, you need to whitelist the admin-ajax.php in your .htaccess file, or apply the HTTP protection for the wp-login.php only.
• Alternatively, you can try adding the following code snippet to your functions.php to change the script injection from AJAX to static which might help: add_action( ‘gdpr_cc_prevent_ajax_script_inject’, ‘__return_true’ );

2) Documentation

• We compiled the list of basic FAQs, troubleshooting, hooks, filters, shortcodes and more in our Documentation which is part of the plugin.
• Go to your CMS > GDPR Cookie Compliance > Documentation tab.

3) Search our Support Forum

• Most questions have already been asked by other users so you can find answers quickly and resolve issues fast by searching for the problem on this forum.
• Search bar is located in the top right corner.

4) Create a Support Ticket

• If you still need support, you can create a new support ticket.
• Please don’t forget to add screenshots or video recording of your screen that would help us see what issues you are experiencing.