Support

Hi,
Since you upgraded the software we had many problems.

1. Unable to login from IE7.
2. We were able to login from Firefox but we regularly get booted out and is very difficult to login again.
3. All our event attendees details are lost before the upgrade.
4. Unable to email event attendees.

Please advise.

Best Regards
Malcolm Ooi

Malcolm,

 I suspect this not due to the upgrade - all these aspects have been tested and worked fine in our own tests.

Let's investigate:

1. What happens? Can you try from at least two different machines? Make sure to retype email and password, maybe the stored ones are incorrect.

2. Which version of Firefox? Can you elaborate - when do you get "booted out" and what exactly happens?

3. Please explain in detail - worst case we should be able to get the data from backup. Tell us what data you no longer has access to etc.

4. What happens when you try to email them?

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Dmitry Buterin, Chief Apricot

Hi,

Login now is become a chore. It is very difficult to login as Admin. Another of my admin on a different PC is also having the same problem. Half way through the login, we are asked to enter the ID and password again. This thing just goes into a loop.

Since we can't login we are deciding to change software. The support provided by wild apricot is zero, We are very disappointed with your service. Forum is for discussion and knowledge base but definitely not a support platform for paying clients.

 

I am sorry to hear about your decision and that you had bad experience with support.

This problem you are describing - it sounds like its due to corrupted cookies and we can definitely help you figure it out. Feel free to call us at 1-877-270-4268 or email at support@wildapricot.com so that we can connect and help you resolve it.

Generally speaking these steps should help:

1) Open your website via its Wild Apricot URL without www. For example ABC.camp7.org

Log out if it shows you logged in

2) Now do the same with www, e.g. www.ABC.camp7.org

Again, log out

3) Do the same for your custom domain if you use it.

4)Clear browser cache

Now go to your WA site using its primary domain - make sure you enter website address only and NOT a direct link to any page.

You should have no problem logging in.

 

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Dmitry Buterin, Chief Apricot

Hello there,

Could you possibly recall the names of the members and events that got lost?

So far we can see "15 Days Free Trial for Primary English Tuition" event that was created before our upgrade (June, 26th). Also, this event has 3 attendees with registration date before June, 26th. All attendees have fields filled with information.

 

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Denys Zlobin
Helpful Apricot
http://www.wildapricot.com