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#147 – Javascript Error with Upload button

Posted in ‘ Ark Media’
This is a public ticket. Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.
Monday, 09 May 2016 19:58 BST
bmens

The upload button in the media manager does not work.

I have tried to refresh the cache, using the instructions here: http://arkextensions.com/documentation/ark-media-manager/396-clearing-ark-media-s-internal-cache-and-your-browsers-cache and closing and re-opening my browser.

There was no change.

 

http://screencast.com/t/Kb9YeTL8m8F 

 

 

Custom Fields
Server type
Window
Web server type
IIS
ARK product version
1.9
Joomla! version
3.4.8
PHP Version
 
Web browser
Chrome
Errors log
 
Steps to replicate the issue
Attach a file, click Upload.
Tuesday, 10 May 2016 07:33 BST
paulc

Hi bmens,

There is an error on the page that is preventing the upload from submitting. If you provide us with Site Access & FTP details we will jump in and fix it for you.

Regards,

Paul

Tuesday, 10 May 2016 14:39 BST
bmens

Hi Paul,

I've added current site access details to our user profile. Will you need FTP access? Or can you send me any replacement files to upload?

Arranging FTP access is a bit of work...

Thanks,

Beth M

Wednesday, 11 May 2016 06:05 BST
paulc

Hi Beth,

We have managed to clear the error without the need for FTP access.

You'll need to clear your browser's cache and then close and re-open any tabs that have the site administrator to clear the old code from your browser. This should fix the problem. We do intend to improve the cache management system in an upcoming release to prevent this issue from occuring in the future!

Regards,

Paul

Wednesday, 11 May 2016 17:14 BST
bmens

Great! 

This error has resolved on my account, but my colleague is still having trouble. When she clicks Upload File, she gets the following error message: http://screencast.com/t/cuK29BucWF3 

Thursday, 12 May 2016 06:45 BST
paulc

Hi Beth,

Okay, we have disabled an Ark Media configuration parameter (Enable FIle Concatenation) which is having the issue, so all your user's accounts should now be working.

To explain; basically the disabled parameter improves the performance of the Ark Media, but is having trouble clearing the old cache files on your site (hence the upload errors). We hope to include a more permanent fix for this issue in an upcoming Ark Media release.

Regards,

Paul

Thursday, 12 May 2016 14:24 BST
bmens

Hello again!

I'm now having trouble uploading as well! I'm getting the same 404 error as my colleague, when I click Upload File.

I tried using Firefox as well, and I got an error message as soon as the Ark Media window opened, maybe this will help troubleshoot? http://screencast.com/t/ruAnNkKlnj

Sorry we're having so much trouble!

Beth M

 

 

 

Friday, 13 May 2016 07:58 BST
paulc

Hi Beth,

We've just tried to upload a file and didn't encounter any errors (see attached screenshot). Is this happening with a specific file/user acount/user group/browser or is it consistently failing?

With regards to the browser error in your screenshot, this is happening in that specific folder because it is attempting to load up hundreds of files which the browser can't handle that amount of information. Ideally this number of files needs to be categorised into sub folders but if you find this to be a consistent error there are a couple of things you can do to reduce the amount the browser has to handle. The main one is to reduce the amount of page layouts/views. Using the "Enabled Views" setting under the Interface tab in Ark Media's settings you can configure only one view, if you find that you predominantly prefer one view then this can be a real performance boost without any noticeable loss of functionality.

Regards,

Paul

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