brizy site breaks
Dear Brizy Team,
There are two people working on the same Brizy site. We do coordinate each other so only one person works on it at the same time. Unfortunately it is not possible to have two people working on the same site at the same time
Never the less it happened twice to us that a site just breaks, which means it cannot be diplayed anymore. I still can be opened in Brizy editor and appears, but when looking at the preview we get the status message: "There was a critical error on your website. " and the site does not get displayed. We are not sure this happens because we are changing who is working at the site or if the problem comes from somethign different.
Please help, we redid the same bigger site twice already.
Also site is run at a client internal intranet so we can give you access but would need to schedule it via teamviewer using one of our terminals. We could send you the brizy code though from the page if you would need it.
Please let me know how we could circle in this issue?
Best regards,
Max
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Hi Max,
Unfortunately, at the moment isn't possible to have 2 users work on the same site at the same project. If two or more users work on the same project (site) can appear some other problems and inconveniences and to avoid this, we don't recommend this. Here can be an issue with the global settings or blocks and we have to prevent this for nor losing all content and all modification a user already made on a page. We already investigate this restriction but I can't promise we will remediate it as soon as possible because this means to recode some files of the Brizy builder which is very complex and time-consuming. But this won't mean that we forget about this and don't want to improve it. We are doing all the best to remediate this aspect.
Thank you for your understanding.
Best regards,
Sandra0 -
Hi Sandra,
so are you basically saying the site is lost again, althought it appears perfectly fine in the brizy editor? All elements and text can be seen there, but I cannot access the preview or site anymore.
Also we never worked simultaneously at the same site. One person was working, then saving, then logging out, then the next person would log in and take over the site. If this is still a problem than Brizy is not really feasable for a professional environment with teams bigger than one person. Last time we talked about this you even told me that this goes for two people working on the same website, not even the same page, but the same domain. This really is a mayor usability flaw and degrades the whole Brizy experience big time. If I cannot share work what so ever with another person, then this is just for stand allone developers.
Are you shure there is no way one person can terminate some work and then hand over to another person without everything he did being lost? I cannot believe this. What If one developer leaves the company or the final recipient of a website built with brizy needs to assign another developer to his site? He would need to start from scratch every time? This sounds unreal to me.
Please let me know,
best regards,
Max
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Hi Max,
In your primary message, you said that you receive a problem when 2 users work on the same site at the same time. Maybe I misunderstand you. Let's check this problem from your dashboard. I have created a private ticket on this request. You had to receive a notification regarding this on email. Could you send us in that private message the WP credentials to this site?
Thanks!
Best regards,
Sandra0 -
Hi Sandra,the whole problem just became a lot bigger since we realized that not only the one brizy page we were working on does not display any more but also all other "non-Brizy" blog entries we built before starting to use Brizy do not display any longer. When deactivating the Brizy plugin, those pages do display correctly again but then of course the Brizy pages are gone.Please help,best regards,Max0
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Dear Brizy Team,
still no update on this? Could you please let me know what is going on? I honestly feel a bit ignored. I completely understand if you cannot deal with the issue right away or we would need to proceed working on it at a later point but It would be professional and needed, that you at least let me know what is the situation,that you received my messages and what could be a prospect on when we could have a look at the issue.
Friendly greetings and best regards,
Max
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Hi,
I'm sorry for our late response. I wanted to inform you that we didn't ignore you. Our colleague Natalia, will get in touch with you soon. In these days we prepare a new update and all the team were busy with this and all the test needed to be made.
Thank you for your understanding and patience!
Best regards,
Sandra0 -
Dear Brizy team,
I was asked to send my theme file and that your developer team would have a look for possible conflicts. I have not heared brack from them for about two weeks. Therefore I would like to ask if and how we could proceed with this issue.
Friendly greetings, best regards,
Max
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Hi,
At the moment, Natalia didn't receive any update from our developers. In this period they were super busy with the new updates that come in Brizy Cloud and in Brizy plugin for WordPress. As soon as Natalia will receive a notification from the developers, she will inform you too.
Thank you!
Best regards,
Sandra0 -
Thanks for the update, I will check back in a week. Hopefully we will find a solution soon.
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Hi,
Thank you for your understanding!
Best regards,
Sandra0 -
Hi Sandra,
I am just following up. Any news regarding this issue? for us it keeps being a crucial problem to fix in order to be able to keep working with BRIZY in the long run.
Best regards,
Max
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Hi Max,
I asked my colleague Natalia who manage the private ticket was created for you and she said that you already received the response from her. Could you please check the private ticket?
Thank you!
Best regards,
Sandra0 -
No unfortunately I am still waiting on a response. Please clarify what "private ticket" means. Where can I check my "private" tickets? I did get direkt email massages form Natalia weeks ago when we tried to solve this issue but it kept unsolved. Last status was that your developer team would look into my theme and brizy, so now I am awaiting their feedback.
Best regards,
Max
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I think Natalia confuses this with our other issue regarding "PDF ubload to form". This was answered by her. But my "site breaking issue" is still unsolved. Im awaiting your developers feedback.
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Hi,
A private ticket is a ticket stored in a private channel. There, the entire conversation can be seen by the user and the Brizy Support, other users or persons can't see that conversation. The notification about the private ticket you can find in your email but I notice you get in touch with Natalia and therefore I suppose you already know how it works.
Unfortunately, I don't know many detailed about these problems and your discussion with Natalia but I am sure that she provides top-level support because she is the Head of Support. If she said that the problem is on the developers and they have investigated them, you could be sure that it is so. She a very dedicated person and take care of a lot of each user and their issues. Therefore, if you have some additional questions related to the problem we created a private ticket, you can ask them there in that private ticket. This will be more efficient.
Best regards,
Sandra0 -
Hi Sandra,
I am confused thats all. You are talking about private tickets. I do know what a privat ticket is, I just dont know where to find them. Natalia communicates with me via Facebook, email & the brizy service center.
in the brizy service center I got the following options: requests (my requests, requests i am cc in), contributions, following conversations
Which of these options is what you refer to as "private tickets"? also there does not seem to be a private ticket for the problem we are discussing here. "brizy site breaks".
Please help to clarify.
Best regards,
Max
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Hi,
It is a bit complicated but I will try to explain as simple as possible. In our Support system we have 2 majors components: Help Center and Tickets. The users can see their activity in the Help Centre using their profile, which is this Forum and here where all posts are public. In the Tickets, users can only interact with Brizy Support Agents and here the messages are private and you can't see the Private tickets in your Help centre profile because it is related to another section that isn't visible for Help Centre.
"I just dont know where to find them [private tickets]" - all messages from the private tickets you have to receive in the email inbox because all reply that the Brizy Support Agent sent you through the private ticket is sent to your email inbox.
Best regards,
Sandra0 -
Hi Sandra,
ok so if I understood right, then there is a private ticket, but the only way for me to access it is via Email.
I searched for my last E-Mail conversation with Natalia regarding this toppic. This must be my "ticket". The last step there was that Natalia asked me for Theme and plugin files, which I sent her. I did not get a response to that and our last conversation there is 2 Months old.
I will respond to that message now, taking you in cc and as for an update.
Best regards,
Max
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Hi Support,
this issue was fixed by Natalia Chitoroaga and the dev-team. Unfortunately the issue seems to be back now.
Could I pass you appropriate screenshots and ask you to look into it one more time.
Maybe we could setup a teamviewer session as we did before to solve the issue.
Best regards,
Max
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Hi Max,
From what know, Natalia has already sent you a private message. Please check your inbox.
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I sent her an email over a week ago, still no response. Also why do we have to communicate via email and face book and not here in the service dashboard. that would be so much more professional and organized?
Best regards,
Max
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Hello Maximilian,
Thank you for your message!
Regarding what you said, Natalia wrote to you on the 30th of July at 01:51 PM. She has not got a reply from you since then. Besides this, we have to communicate via email because we might need some additional or private information from you. Via tickets and emails - is the most proffesional way to do it. Thank you for the understanding and we hope to hear from you soon! If you have any other questions or issues, please feel free to ask!
Have a nice day and kind regards,
Doina
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Hi Doina, I just sent a response via email sending the screenshot again and explaining how to access our site.
Looking forward to hear back from you.
Best regards,
Max
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Hi Maximilian,
Thank you for the response and understanting the situation! Natalia will get back to you as soon as possible! Again, if some problems appear, feel free to write to us!
Have a nice day and best regards,
Doina
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Hi Support,I forwarded you an alternate way for your technicians to access our website via Email.As soon as Natalia gets back to me we can set it up.Best regards,Max0
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Guys I still have not got any response from you what so ever. I started this toppic over one month ago. Dozens of emails back and forth but all you did so far is asking me to deactivate all plugins and default to the main theme. I am stuck! I am scared I will have to stop using Brizy because of this after all the work and paying for a Pro Version. Is this really all you can offer in terms of support? I am willing to pay for a support package of some kind, regulary if necessary. But going on like this without support is unfeasable unfortunately.
Please help me with this issue. I think its sad I will be forced into trashing Brizy and starting all over again from scratch.
Best regards,
Max
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Hello Max,
Thank you very much for your message!
Regarding what you said, first of all we are sorry for making you wait but please, you have to understand that we work with a lot of customers and try to do our best to respond and help everyone. Your ticket is at us and we are working on it. Second of all, there is no additional support package that we offer. Hope this made things clear! We are deeply sorry and thank you for understanding and patience!!
Have a nice day and kind regards,
Doina
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Hi Doina,
probably this is not the right channel to give feedback like this, but my honest and constructive feedback is that if you want to make it with a new product, that is tackling things in a different way and is still in development or at least changing constantly you do need to be able to provide support. Otherwise you will frustrate and loose many customers. Providing support is difficult, work and time intensive I understand. This is why many of your competitors do charge for support on a regular basis, something like 50€/ for 6 Months or similar. If this additional funds gets invested in necessary support infrastructure there would be more capacity to answer important customer questions within a reasonable amount of time. At least thats my opinon.
Best regards and have a nice day,
Max
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Hello Max,
Thank you for your message!
Regarding what you said, thank you for your feedback and opinion. We do care about what our users think about us. We will analyze what you said and see how we can improve ourselves! Till then, if you have any other questions or ever encounter a problem, please feel free to ask! We will be happy to help.
Have a nice day and best regards,
Doina
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