IgnitionDeck Documentation

Troubleshooting FAQ

The following are the most common problems encountered by IgnitionDeck customers and the most likely solutions to those problems.  This applies to IgnitionDeck Crowdfunding (IgnitionDeck free version, IgnitionDeck Echelon, & IgnitionDeck Enterprise), IgnitionDeck Commerce (IDC), and IgnitionDeck Themes.  We will continue to expand the number of items on this page as additional items are encountered by our support staff.

IgnitionDeck Product Download Installation and Licensing

I purchased a theme from IgnitionDeck but I can’t find where to download it

I can’t find my License Key

    • (IgnitionDeck Crowdfunding – Legacy, deprecated) You only need a License Key for IDCF if you have purchased one of the premium versions of IgnitionDeck.  The free version of IgnitionDeck is running when no license key has been entered.
    • Ensure that you have successfully purchased a paid version of IgnitionDeck.
    • Look for your registration key as specified in our documentation page on IgnitionDeck License Keys.
    • For the IgnitionDeck Echelon, you will need 2 license keys (IDCF and IDC) each have their own License Keys that need to be copied from your IgnitionDeck Dashboard, and entered on their respective fields (yoursite.com/wp-admin > IgnitionDeck License Settings). The IDCF key will be entered in the IDCF field, and IDC in the IDC field.
    • For the IgnitionDeck Enterprice, you will need 2 license keys (IDE and IDC) each have their own License Keys that need to be copied from your IgnitionDeck Dashboard, and entered on their respective fields (yoursite.com/wp-admin > IgnitionDeck License Settings). The IDE key will be entered in the IDCF field, and IDC in the IDC field.
    • Some customers have experienced an issue where they need to log out and log back into their IgnitionDeck Dashboard before they can see their License Key(s).
    • In case you have not renewed your IgnitionDeck package for another year of support and updates, you will no longer be able to see the license keys under your IgnitionDeck.com Dashboard. Please make sure to copy and paste them to a secure location, treat them as you would treat a secure password/note. Your licenses and plugins will still work without an issue, including commerce.

My registration won’t validate

  • While this has been fixed with our release of ID Crowdfunding 1.5.7 and ID Framework 1.2.0, it could be an issue on some hosts. Please check to make sure that cURL is installed and working properly on your server. Licenses will fail to validate if this isn’t working.  An easy way to check what extensions are running on your server, including cURL, is to create a php file on your server that contains the following code.  When you load the page in your browser, it will show comprehensive server information. <? phpinfo(); ?>Most hosting accounts allow you to choose between versions of PHP. If you need help, contact your hosting provider.
  • Ask your hosting provider to make sure they don’t have any firewalls or IP controls in place preventing your web site from communicating with ignitiondeck.com

Project Issues

My project doesn’t show up / I’m getting a 404 error.

  • Re-save permalink settings in your WP-Admin->Settings->Permalinks

My project is closed even though the project is dated to close at a future date

  • While we support most standard date formats, using a non-standard format may result in an erroneous end date. Try experimenting with the remaining date formats in the WP-Admin->General menu

Payment Issues

My PayPal button for supporting/purchasing doesn’t do anyanything when I click it

  • Levels Aren’t linked to Products in IDC -> Crowdfunding > Project/Level Connections.
  • License Keys for your IgnitionDeck Products are not properly entered or are invalid (IgnitionDeck main screen).
  • Invalid PayPal email address in IDC -> Gateways.

PayPal transactions are not being stored as new orders

  • Ensure that PayPal webhooks are being successfully received by your website. You can check this in your IPN history. If you have a maintenance mode or coming soon plugin active, it will block these messages.

Shortcodes

When I enter a shortcode, nothing appears on the page or the shortcode appears as text

  • The project_purchase_form shortcode has been deprecated. If you are using IDC, you must use idc_checkout, but only when linking directly to product checkout. Crowdfunding checkout menus will be automatically generated.
  • Make sure you are using the proper shortcode.
  • Enter the shortcode in the text/html mode of WordPress’ editor, instead of visual mode.
  • Do not include any spaces between the brackets and text of your shortcodes. [ this is wrong ].  [this is right].

User Accounts and Dashboard

When I click the “Create Account,” “My Account,” or “Login” links on the front-end of my site, I get a 404 or “Page Not Found” error.

  • Make sure your site has a published dashboard page and it contains the shortcode [ memberdeck_dashboard ] (without spaces).
  • Make sure that on IDC’s main settings page, in the Dashboard Setup area, the Dashboard URL is assigned to the page containing the shortcode [ memberdeck_dashboard ] (without spaces).
  • Resave your permalinks in Settings -> Permalinks.

Crowdfunding Goal Status (Amount Pledged) Showing Zero

  • Deactivate but DO NOT DELETE your IgnitionDeck plugins, and re-activate them.
  • If you are using Kickstarter Sync, make sure it is up to date. Reactivate the IgnitionDeck Framework first, then the others.

Can’t Create or Edit IDC Products, Downloads, Upgrade Pathways etc. Changes Don’t Save.

  • Deactivate but DO NOT DELETE your IgnitionDeck plugins, and re-activate them. Reactivate the IgnitionDeck Framework first, then the others.

PHP/Server errors

I get an error with T_FUNCTION or T_VARIABLE in it.

  • Make sure your hosting account is running PHP 5.6 or higher.  An easy way to check your PHP version is to create a php file on your server that contains the following code.  When you load the page in your browser, it will show comprehensive server information, including your PHP version. <?php phpinfo(); ?>
  • Another WordPress plugin or the theme you are using is causing this. Try deactivating all non-IgnitionDeck plugins. If this makes the error go away, turn your plugins on one at a time until you find what plugin is causing the error. You can request support for non-IgnitionDeck plugins at the plugin author’s site or at WordPress.org.  If you’re still getting the error, and you’re using a non-IgnitionDeck theme, try switching to a different theme.

What are the minimum PHP/Server requirements?

  • PHP 5.6+ (WordPress requirement)
  • MySQL 5.6+ (WordPress requirement)
  • mod_rewrite Apache module (WordPress requirement)
  • ZipArchive (plugin updates and activation),
  • cURL (license validation, PayPal gateway support),
  • OpenSSL (license and payment gateways),
  • mbstring support (payment gateways, specifically Stripe)
  • server security with SHA-256 signing algorithm and Verisign G5 Root certificate (PayPal Adaptive gateway – new June 2016)

Javascript/User Interface Errors

Pop-over/Lightbox Effect Not Working, # Sign In URL Showing Up When I Click (Instead Of Something Happening), Media Editor Not Working, Other UI/Animation Malfunctions

These types of problems are typically indicative of Javascript conflicts, often causes by out-of-date or conflicting plugins/themes.  It’s a good idea to look at your browser’s Console to see if it is detecting errors.  If there are errors, this can help you find the cause of the problem.

In Firefox

  1. right-click (or control+click on a Mac) anywhere on the page where you are experiencing problems.
  2. Choose “Inspect Element” from the menu.
  3. In the Inspector Pane, click over to the “Console” tab, and to the “JS” sub-tab.
  4. Refresh the page to begin tracking errors.

In Chrome

  1. right-click (or control+click on a Mac) anywhere on the page where you are experiencing problems.
  2. Choose “Inspect Element” from the menu.
  3. In the Inspector Pane, click over to the “Console” tab.
  4. Refresh the page to begin tracking errors.

In Safari

  1. right-click (or control+click on a Mac) anywhere on the page where you are experiencing problems.
  2. Choose “Inspect Element” from the menu.
  3. In the Inspector Pane, click over to the “Console” tab, and to the “Errors” sub-tab.
  4. Refresh the page to begin tracking errors.
docs_troubleshooting_console

A Javascript error in Safari’s Cosole

Miscellaneous

My Translation is not working for IgnitionDeck Commerce

IgnitionDeck Commerce (IDC) uses the textdomain “memberdeck,” not idcommerce as would be expected. Your IDC translation files should look like memberdeck-xx-XX.po and memberdeck-xx-XX.mo