LPH
Well-known member
The lack of support here and on the XenWord forum (can't find a support forum unless it's hidden for just customers) is a great advertisement for this add-on.
Yes. I try to be very limited on this site. There are reasons and it is not due to the wonderful XenForo developers but simply because people create accounts here and on Tux Reports with different usernames. The license tag is used on Tux Reports, therefore, I've asked for people to discuss this plugin on that site.
It isn't a perfect situation but with almost 1000 installations (100 new, 900 old) there are days in which it seems like everyone wants to send private messages and demand my immediate attention. The other day, someone sent a message regarding a version almost 100 releases old. It can be very overwhelming for the customer who deserves answers.
To stay positive, whether someone bought 4 years ago or today, we try to help.
I've tried support ticket addons, asking individuals who send PMs or emails to use the site, etc. In the end, it's a balancing act. Messages aren't always seen, people are misunderstood, people get angry.
The biggest challenge is a lack of error messages provided by WordPress or the server (blank pages, 500 errors, etc). This is why I created an installation worksheet which appears to be helping. It needs to be part of the download but I haven't figured out how to do it.
The current XenWord Pro plugin is much better than any previous release; however, if the absolute path is incorrect then all heck will break loose. It's due to using Redux Framework (the xenword.init file) and "telling" the plugin where to find XenForo. Some servers are simply a hot mess. Individuals comfortable with databases, can go in and edit the xenword_options. Others rely on support, which requires that we are provided with tons of access information. This means learning their server, the file organization, the versions, paths, and all of the WordPress plugins. It can take hours to sort through one installation. It can also take only a few minutes.
Let me explain, I made a technical decision to put support for both XenForo 1 and 2 into the same plugin. If someone saves a wrong setting then the plugin will try to load the wrong portion of the addon. Once this information is stored then the options have to be removed from the database. This is exactly why this plugin is not considered gold. I have to find a solution for installations which go wrong due to a mistake by the installer.
I think many people don't understand the technical nature of bringing two distinct software packages together. And that's okay. They are relying on me to figure it out. Sometimes, though, I just don't have enough information.
FWIW, there are people who buy the plugin, install it, and send pleasant messages to say thank you.
Have a good evening.