Soliloquy Documentation

Documentation, Reference Materials, and Tutorials for Soliloquy

Debugging Soliloquy

WordPress has a lot of Plugins and Themes, no two websites are exactly alike. Due to the various customizations that every website has, there is now way to shelter Soliloquy from conflicts completely.

We’re always working to improve Soliloquy’s compatibility with other products, but to help us do this, there are some steps you can take before requesting support on an issue.

Getting Started

Before submitting a support ticket, you can complete the following debugging steps yourself to identify the cause of the issue and in many cases resolve it:

  1. BACKUP: Always make a backup of your site before debugging, in case you accidentally delete or remove something that you shouldn’t! This is good practice for any WordPress web site. Learn how to backup your site.
  2. ENABLE DEBUGGING : Enable debugging for your site to view any PHP errors output when reproducing the issue can help quickly identify the source of the problem. Learn how to enable debugging.
  3. THEME/PLUGIN CONFLICT : Checking for a possible theme/plugin conflict is a standard part of the debugging process and should be performed if you’re experiencing unexpected or limited functionality of Soliloquy. Learn how to check for a theme/plugin conflict.
  4. BROWSER DEBUGGING : You can use your browser to check for javascript errors that might indicate the specific cause of the issue you’re experiencing. Learn how to browser debug.

If after completing the above you’re unable to identify or solve the issue please proceed to our Getting Support guide.


Known Issues

Some errors are specific, and we’ve already got steps you can take to resolve them below.


Admin

The Upload Images Button Doesn’t Work

This is likely due to a Javascript error caused by your theme or a third party plugin.

Resolution:
  1. Check for a plugin/theme conflict. If this resolves the issue contact the support of the buggy plugin/theme to resolve the issue.
  2. Flush out your browser’s cache. Sometimes browsers generate invalid cache pages that don’t serve Javascript correctly and this can resolve the issue.


Image Metadata Won’t Save

This is likely due to a Javascript error caused by your theme or a third party plugin.

Resolution:
  1. Check for a plugin/theme conflict. If this resolves the issue contact the support of the buggy plugin/theme to resolve the issue.
  2. Flush out your browser’s cache. Sometimes browsers generate invalid cache pages that don’t serve Javascript correctly and this can resolve the issue.


Unable to Add Video Slide(s)

This issue typically happens when your WordPress installation runs out of available PHP Memory to create the thumbnail image that is automatically generated for hosted video slide(s).

Resolution:
  • Increase the available PHP Memory for your WordPress installation. Some hosts may restrict you from manually changing the PHP Memory, in that event you may need to contact your host to complete this process for you.


Unable to Verify License – “License Already Being Used”

If you receive this message and haven’t already attempted to activate your license elsewhere:

Resolution:
  1. Login to your Member’s Area dashboard
  2. Locate the appropriate license key and select the Manage Sites link directly below it
  3. Select the Deactivate Site link to deactivate the license from any existing sites
  4. Return to the WordPress Admin > Soliloquy > Settings screen and enter your license key to verify.


Error Deactivating Single License from Site

If you’re having issues with deactivating your single site license from a site and have already attempted to deactivate it from your Member’s Area dashboard (using the resolution steps from the above issue):

Resolution:
  1. Add the following code right after the opening <?php tag of your theme’s functions.php file: delete_option( 'soliloquy_license_key' );
  2. Save the file and reload a page in the admin
  3. Remove the code from the functions.php file and save. Your license data has now been reset on the site.


No Settings Menu

If you’re using the X Theme, you’ll need to follow their documentation for enabling the Settings menu item to be visible before you can verify your Soliloquy license key and access the Addons menu screen.

Resolution:

Follow the X Theme documentation at https://community.theme.co/kb/integrated-plugins-soliloquy/ (Under the Bundled Version section).

Basically to enable the Settings menu, you need to add this line of code in your theme or child theme’s functions.php file:

function x_soliloquy_remove_license_functionality() { return true; }


No Update Notice for Soliloquy

Resolution:
  1. Navigate to the WordPress Admin > Dashboard > Updates screen
  2. You may need to refresh the Updates page a couple of times to see the update active. Refreshing the Updates page causes WordPress to check for updates, and Soliloquy will be added into those updates is there is an update available for the plugin (or Addons).


Frontend

Soliloquy Doesn’t Load on the Page

This is likely due to a Javascript error caused by your theme or a third party plugin.

Resolution:
  1. Check for a plugin/theme conflict. If this resolves the issue contact the support of the buggy plugin/theme to resolve the issue.
  2. Flush out your browser’s cache. Sometimes browsers generate invalid cache pages that don’t serve Javascript correctly and this can resolve the issue.
  3. Make sure that your active theme contains the wp_footer(); tag, this is typically located just before the closing </body> tag in the footer.php template file.


Loading Icon Gets Stuck & Slider Doesn’t Load

This will occur when there is an error loading the Soliloquy script.

Resolution:
  1. Check for a plugin/theme conflict. If this resolves the issue contact the support of the buggy plugin/theme to resolve the issue.
  2. Flush out your browser’s cache. Sometimes browsers generate invalid cache pages that don’t serve Javascript correctly and this can resolve the issue.


Slider Displays Incorrectly (Position)

This is typically caused by a CSS conflict.

Resolution:
  1. Open up the site in Google Chrome browser.
  2. Right-click on any element that is not displaying correctly and select the Inspect option from the pop over menu. This will open the Dev Tools window for Chrome.
  3. Highlight the element with the incorrect display in the Dev Tools window and check the CSS to see if your theme’s styles are overwriting Soliloquy’s styles.
  4. You can test edit the CSS directly from the debugging console to see what clears up the issue, then apply fixes to the style.css file of your active theme, or wherever you store your CSS customizations, as necessary.


Slide Transitions are Jerky

This is typically caused by a CSS conflict from your active theme or a third-party plugin.

Resolution:
  • Add the following to your theme’s style.css file:
    .soliloquy-slides, .soliloquy-item { margin: 0 !important; padding: 0 !important; }


    Slider Isn’t Centered, or Needs to be Floated

    You can now control the horizontal positioning of your slider from the slider edit screen.

    Resolution:
    • From the slider edit screen, navigate to the Config tab and configure the Slider Position option to position the slider Left, Right, Center or None


    FAQs

    How Do I Back-up My Site Before Debugging?

    If you’re unsure how to properly back-up your site please read through https://codex.wordpress.org/WordPress_Backups to get started.


    How Do I Enable Debugging?

    Add the following to your wp-config.php file:

    ini_set('log_errors', 'On');
    ini_set('display_errors', 1);
    ini_set('display_startup_errors', 1);
    error_reporting(E_ALL);
    
    define( 'WP_DEBUG', true );
    define( 'WP_DEBUG_LOG', true );
    define( 'WP_DEBUG_DISPLAY', false );

    If any errors subsequently occur when using Soliloquy, they’ll be logged to wp-content/debug.log. If you find this file, send it through as part of your support request — it can be useful to help fix more technical issues.


    How Do I Check For A Plugin/Theme Conflict?

    To check for a plugin or theme conflict please follow these steps:

    1. Disable all other plugins.
    2. Activate the Twenty-Sixteen theme.
    3. Check if the issue you’re experiencing is resolved.
    4. If this resolves the issue, reactivate the theme and each plugin individually and check after each activation if the issue is reproduced again to identify the specific conflict.


    How Do I Debug in the Browser?

    When debugging issues / bugs that are visible on the site to any visitor, we also recommend using Google Chrome. When in Google Chrome, do the following:

    1. Visit the webpage where the error is occurring.
    2. Right-click on the page and select the Inspect option from the screen popup.
    3. Once the debugging window has appeared, click on the Console tab.
    4. Make a note of any red errors that appear, and include them in your support request.
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