Brizy loosing licence number then Contact forms not working anymore
Hi,
I have a BIG problem (= it is costing us money as clients can't contact us) with Brizy settings loosing the serial number and loosing contact form functionality.
- We have 9 Brizy websites,
- 2 sites lost license numbers(=blank) in settings and all contact forms and recaptcha were blank. Licence and contact forms and had to be reconfigured
- 2 sites did not loose licence number but contact page had to be edited and saved for them to work. contact form settings where there but just not working!?!?
- 5 sites were fine
This happened without update or anything.
This happens about every 3 weeks or so which is a real pain!
Can it be coming from your server?
Thanks
-
Hello Erol,
Thank you for writing to us.
Regarding the problem you have, we are deeply sorry for this inconvenience. I have created a ticket for you and one of my colleagues will contact you as soon as it is possible. Thank you for the pantience and understanding. Till then, if you have any other questions or problems, please feel free to ask!
Kind regards,
Doina
0 -
Hi,
I have the same problem. I don't know if it's after a brizy update, I'm not sure. But for sure my websites are losing suddenly their license.
Thanks,
George
0 -
Hello George,
Thank you for reaching out!
Regarding the problem that you encounter, I will create a ticket for you and one of my colleagues will contact you as soon as possible. Make sure to give them details regarding the issue. Till then, if you have any other questions, please feel free to ask! We will be happy to help!
Have a nice day and kind regards,
Doina
0 -
Any public news on this. Happening all the time. Cost me about 2 working days so far…
0 -
Hello Philipp,
Thank you for your message!
Do you encounter the same problem as the previous users and have you taken any actions? Hope to hear from you soon.
Kind regards,
Doina
0 -
@Philipp Wedel
Sorry, there is no news or trick I can share with you to fix this.
After this post 6 months ago all was OK for a while, then it started again on 1 website 2 months ago after upgrading to brizy-pro-2.3.16 (serial number gone, contact forms not working, playlist video not working).
I downgraded to brizy-pro-2.3.15 (which is not advised) and playlists were back to working.
I reconfigured the contact forms and the serial.
Then I upgraded again to brizy-pro-2.3.16 and it worked this time.The whole thing is strange and I have no explanations for you.
The way I do things now:
- all auto-updates are blocked so I reduce the chance of "surprise"
- I frequently check contact forms and serials on our Brizy sites
- I do all upgrades from CLI directly on the server (Brizy-Pro sometimes does not show available on the CLI so needs to be done on the site itself)
- After upgrade, I double-check all sites: serial numbers, contact forms, and playlist videos
This is time-consuming but at least I am sure everything works.
I do not update all Brizy sites on the same day so I make sure everything works on a site before I upgrade the next one.Good luck
0 -
Hi Doina,
yes on multiple sites. Ticket is already open but no solution so far…
#15047
Ticket is open for around 2 months now.
0 -
Hi Philipp,
Thank you for your message!
The last response to the ticket was on the 14th of January. I will contact my colleague that is dealing with this ticket. Hope this helps!
Kind regards,
Doina
0 -
Two more sites just lost all settings again. Can you please start developing a export and import settings tool ASAP? This creates an insane amount of unpaid hours.
0 -
Can someone please reply to ticket: #15047?
0 -
Hello Philipp,
Thank you for your message!
I am deeply sorry but we do not have an answer from our developers on your issue and this is why no one has replied yet. We are sorry for the inconvenience but you have to understand that we have a lot of clients and deal with each one of them and it takes some time to solve everything. Hope you understand.
Kind regards,
Doina
0 -
Hi Philipp,
I had the same problem again upgrading to Brizy PRO Version 2.3.21.
This time it seems to happen on 1 website only (we have 10 with Brizy).
=> The license number was deleted and all the contact forms were reset as well.I will apply the following technique next time and let you know if it works:
- Block all auto-update
- have your license number ready to copy/paste
- Before updating open the Brizy license page ( site/wp-admin/admin.php?page=brizy-settings&tab=license )
- Open a new tab of your site and do the updates
- reload the license and paste your license number
I noticed that the loss of contact forms does not happen immediately after the update, it seems to take a few minutes so maybe pasting the license as soon as it is deleted could avoid it? :-)I agree that it does not appear as very professional but... if it works... that's the best I have for now.
COMPARISON
I use ASTRA as theme and the list of plugins below on this site, do you use any of these?
+---------------------------------+--------+--------+----------+
| name | status | update | version |
+---------------------------------+--------+--------+----------+
| add-category-to-pages | active | none | 1.2 |
| brizy | active | none | 2.3.28 |
| brizy-pro | active | none | 2.3.21 |
| login-customizer | active | none | 2.1.6 |
| duracelltomi-google-tag-manager | active | none | 1.14.2 |
| header-footer | active | none | 3.2.2 |
| permalink-manager | active | none | 2.2.15.1 |
| google-site-kit | active | none | 1.49.1 |
| tracking-code-manager | active | none | 2.0.4 |
| wp-mail-smtp | active | none | 3.2.1 |
| duplicate-post | active | none | 4.4 |
| wordpress-seo | active | none | 18.0 |
+---------------------------------+--------+--------+----------+0 -
Hi Erol, nope - besides Brizy and Brizy Pro.
My hosting company found a few errors in the log from Shortpixel. Are u using this?
[Tue Feb 01 11:19:33 2022] [notice] WordPress-Datenbank-Fehler Query execution was interrupted, maximum statement execution time exceeded f\xc3\xbcr Abfrage SELECT option_value FROM gowp_options WHERE option_name = 'wp-short-pixel-apiKey' LIMIT 1 von require('wp-blog-header.php'), require_once('wp-load.php'), require_once('wp-config.php'), require_once('wp-settings.php'), do_action('plugins_loaded'), WP_Hook->do_action, WP_Hook->apply_filters, ShortPixel\\ShortPixelPlugin->lowInit, WPShortPixel->__construct, WPShortPixelSettings->__construct, WPShortPixelSettings->populateOptions, WPShortPixelSettings::getOpt, get_option[Tue Feb 01 11:19:33 2022] [notice] WordPress-Datenbank-Fehler Query execution was interrupted, maximum statement execution time exceeded f\xc3\xbcr Abfrage SELECT option_value FROM gowp_options WHERE option_name = 'wp-short-pixel-apiKey' LIMIT 1 von require('wp-blog-header.php'), require_once('wp-load.php'), require_once('wp-config.php'), require_once('wp-settings.php'), do_action('plugins_loaded'), WP_Hook->do_action, WP_Hook->apply_filters, ShortPixel\\ShortPixelPlugin->lowInit, WPShortPixel->__construct, WPShortPixelSettings->__construct, WPShortPixelSettings->populateOptions, WPShortPixelSettings::getOpt, get_optionAnd Shortpixel is also losing its API Key when this happens. Question remains, is Brizy causing this and dragging other saved tables with it?@Brizy team; where are the keys stored in the DB?0 -
@erol; can you open a Ticket and refer to mine (#14698) so that we can gather more info on the issue together?
0 -
Hi Philipp,
I just updated 10 Bizy sites and none lost their serial.
brizy-2.3.29 > 2.3.30
brizy-pro-2.3.23 > 2.3.24Maybe it is fixed? Let's see next time.
0 -
Im unsure. I moved all sites to a new server yesterday. I think there might have been a database issue. Maybe caused by WPTimeCapsule. It also tried auto updating every night. I kept one site there to see what happens.
Before the move 6 Sites lost every setting again. Also with the latest version. I was wondering if there is a way, to get a webhook implemented or something that could be monitored - so in case anything is lost, I get a notification.
Will have to ask the support if that's possible…
0 -
Hi Philipp
Let us continue to work together to find the root cause behind the missing licenses and changing of global colors. I hope after migrating to the new server and updating to the latest Brizy versions, the issues has not yet reoccurred.
I am not aware of a monitoring system that can send a notification every time such a change happens in your WordPress environment.
0 -
Hi Guys,
Philipp, that's a good idea...
Maybe just some sort of system that would send an email to the admin address if the license is removed?On my part I don't think that is a DB issue as it happens only on 1 site lately (used to be several sites before)
Also, I don't remember that updating PHP, Percona, and Centos8.5 fixed the issue.0 -
A colleague suggested that I might have something to do with the number of IOs on the server.
A max quarries issue or maybe a wait que that is hindering a running process or something like that. Unfortunately, im not advanced enough in DBs to figure that out by myself.
I dont know what the latest on this from the dev side, but if we are using not the same plugins it is either server related or a brizy bug thats triggered randomly.
Erol, are you using some kind of security software or firewall?
0 -
Oh one more thing. Are you using an autoupdate on WP Plugins on the site where this happend?
0 -
No auto-update at all. All bash scripts using WP-CLI from the server.
Wordfence for security.If it was an issue with the server it would probably happen on all sites?
0
Please sign in to leave a comment.
Comments
21 comments