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Support for LoftLoader Pro - Preloader Plugin for WordPress

Support for LoftLoader Pro - Preloader Plugin for WordPress

5.00 (57 ratings) 5.00 stars
Cart 2,216 sales
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LoftOcean supports this item

Supported

This author's response time can be up to 2 business days.

Popular questions for this item

Cannot install the plugin?

If you see the following error messages while installing LoftLoader Pro on your website:

Unpacking the package…

Installing the plugin…

The package could not be installed. No valid plugins were found.

Plugin installation failed.

This is because you have uploaded the incorrect file. When downloading the plugin file, you can download the “Installable WordPress file only”, or the entire package containing “all files and documentation” (including the plugin, license file and documentation).

If you have downloaded the entire package, you will need to extract and locate the installable WordPress plugin file: the “loftloader-pro.zip” file. Please refer to this screenshot: https://d.pr/q6lztr .

You can also check our online documentation here: Install LoftLoader Pro.

If you still cannot install the plugin, please provide the following information, so that we can look into the issue and install the plugin for you:

  1. Please send us your website URL.
  2. Please create a temporary admin account for us and let us log into your website.
  3. Please open a support ticket at Loft.Ocean Help Center and include these information .

What you should do first before asking your question

To speed along the support request, please follow the guide below:

  1. Make sure your site is running the latest version of WordPress.
  2. Update to the latest versions of your themes and plugins.
  3. Check our Online Documentation and FAQ list first.
  4. Test by following this guide to check if it is a conflict with other plugins or themes.
  5. If you still cannot find a solution, please open a support ticket at Loft.Ocean Help Center.
  6. To ensure that your request can be handled smoothly, when submitting a support request, please follow this guide to provide as much information as possible. This is to avoid sending messages back and forth asking you for more information, which will slow down the processing of requests.

Submitting a support request

When submitting your support request, please include following information as many details as possible:

  • Your website URL (and please make sure that LoftLoader Pro is enabled so that we can see the issue)
  • Which version of the plugin you are using (Updating your LoftLoader Pro to the latest version can resolve some known issues)
  • Detailed description of the issue or the question
    • Please be specific about the issue. For example, if you find issues on mobile devices, please do not just say “it doesn’t work on mobile devices”. Please tell us what exactly the problem is on mobile devices.
    • For example, please describe the issue like this: “The loader is enabled on all devices but it doesn’t show on mobile devices” or “Loader displays forever on the phone” or “The Smooth Page Transition works fine on desktop, but there is no such effect on mobile” and etc.
  • Screenshots of the problem
  • Any notices or error messages
  • Any other information that you find useful
  • Please provide all the information in English

How long does it take for LoftOcean support to reply to your support request?

We provide support for our customers Monday to Friday: 10 AM to 6 PM (UTC+10). Support requests will be processed in the order received. Usually we reply to all requests within 24 hours.

However, sometimes we may receive a large number of requests, or some questions are complicated and require in-depth research to answer. In the above two cases, it may take more than 24 hours for us to respond.

If it is a weekend, our response time may take 48 hours or more.

We will carefully handle every user’s support request. When you encounter a problem, please send us the detailed information of the problem. If we do not respond to you immediately, please don’t worry, maybe it is just during our non-working hours (night or weekend), or it is because there are other users’ requests in the request queue ahead of your requests.

The requests in the queue will be processed one by one. Therefore, when you submit a support request, please be sure to provide as much information as possible so that when we start to process your request, we can have enough information and provide accurate answers instead of asking for other necessary information (this will cause it to take longer to solve the problem for you).

Check if it is a conflict

Before submitting your question, please test by following the steps:

  1. Deactivate LoftLoader Pro and check again. If the issue still exists, it is not caused by our plugin. You can try to deactivate other plugins one by one, and switch your theme, and find out which plugin or theme is causing your issue.
  2. If the issue no longer occurs after deactivating LoftLoader Pro only, it is caused by our plugin. Please continue and follow the steps below to check if it’s a conflict.

How to figure out plugin and theme conflicts:

The very first step – Create a staging site! If your website is a very active live site, please create a staging site of your real site. A staging site is an exact copy of your live site. So you can test and debug on the staging site, without affecting your live site. You can use this free plugin to create a staging site: WP Staging – DB & File Duplicator & Migration.

And then, follow the steps below to check conflicts on your staging site:

  1. Update your LoftLoader Pro and WordPress to the latest version. This is very important because many issues have been resolved in previous updates.
  2. Temporarily deactivate all plugins.
  3. Switch your theme to an unaltered default WordPress theme like Twenty Twenty.
  4. Activate LoftLoader Pro only. Check if the issue happens again. If yes, then the issue is caused by our plugin.
  5. If not, activate another plugin. Check if the issue shows again. If yes, then LoftLoader Pro conflicts with the plugin you just activated. If not, repeat this step until all plugins are active and then continue.
  6. If the issue doesn’t occur again, switch to your preferred theme and check. If the issue occurs, then LoftLoader Pro conflicts with your preferred theme. If not, the issue is resolved.

Please also note:

If you have changed code of WordPress core/plugins/themes using on your site then we do not guarantee that our plugin can work with your custom code properly without any issue. We can only help with compatibility issues with unaltered WordPress core or other plugins/themes.

FAQ

1. I made some setting changes but it’s not working on the frontend.

Please clear your site and browser cache and check again.

2. My page content appears before the preloader.

If your site is using a cache/performance optimization plugin, it might move all JavaScript on your site into the footer of your page. But the JavaScript of LoftLoader needs to be put in the < head > of a page so it can be executed as soon as possible. Many cache/performance optimization plugins have the “exclude” feature which allows to skip some code/files from being aggregated and minimized. To solve this kind of problem, please exclude files (JS and CSS) of LoftLoader.

Please always clear your site cache and browser cache after making changes, then refresh page and check again.

3. Is there still another preloader plugin/script on your site?

If there is another preloader plugin/script being used on your site, it might caused some weird problems. Please check your site and remove it, then clear your site and browser cache and check again.

Please note: If both LoftLoader Lite (the free version) and LoftLoader Pro are activated on your website, please deactivate the free version of LoftLoader.

4. It seems that the preloader is not loading immediately – I saw a blank page before the preloader showed up.

When you visit your website or refresh a page, if you see your page is blank before the preloader displays, it means that the browser has not received any data of that page from your server.

Server response time measures how long it takes to load the necessary HTML to begin rendering the page from your server. As a part of HTML of your page, LoftLoader will only show when the necessary HTML is loaded from your server.

Therefore, if this happens on your website, you will need to improve the server response time.

Please test your site via Google PageSpeed Insights.

And you may like to read the following resources:

How to receive the update notification

There are 2 methods to get the update notification:

Method 1 – Visit CodeCanyon Downloads page ( https://codecanyon.net/downloads ) > make sure you have logged in with the account you used when purchasing the theme > find the plugin on the “Downloads” page > Tick the “Get notified by email if this item is updated” option.

Method 2 – Install and activate the “Envato Market” plugin on your website > Add your “Envato API Personal Token” > then you will get update notifications directly on your website dashboard. Please check this documentation for the detailed instructions.

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Contact the author

This author will respond to buyers' questions and provides limited support through their own support system.

Item support includes:

  • Availability of the author to answer questions
  • Answering technical questions about item’s features
  • Assistance with reported bugs and issues
  • Help with included 3rd party assets

However, item support does not include:

  • Customization services
  • Installation services

View the item support policy

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