Support

Welcome to the support page of GabSoftware!

Supported products

GabSoftware provides free and paid support for the following products :

  • Applications
  • Libraries
  • Scripts
  • Websites

If you meet any problem about the above categories, feel free to contact us. If you are willing to pay for help, say it clearly so that we do not miss it and process your request with a high priority.

You can copy and paste the following email structure for your support request :

Product name
<Insert product name here>

Product version
<Insert product version here>

Description of the issue, what happened ?
<insert description of the issue here>

What should have happened if it worked correctly ?
<insert answer here>

How to reproduce the problem ?
<insert answer here>

Operating system
<insert your operating system here>

Screen-shot of the problem
<insert your screen-shot here>

We will process and answer your request as fast as possible. In order to speed up the process, please conform to the email structure described above.

Free and paid support

GabSoftware provides free products developed on the developer free time. We propose two kinds of support: Free and Paid support.

Free support

  • Low priority
  • Sometimes slow
  • On developer free time

Paid support

  • High priority
  • As fast as possible
  • I will plan some time to process your support request
  • Price depends of the amount of work to be done, and can be fixed or hourly
  • We can use the oDesk application if you want to be sure that an hour paid is an hour worked.

Notes

Prior to sending any support request about a WordPress plugin that does not work as expected, please do the following:

  1. Deactivate other plugins and see if it works. If yes, then activate the other plugins one by one until you find the faulty one.
  2. Open your wp-config.php file in the root of your WordPress installation and add or change the following lines:
    define('WP_DEBUG', true);
    error_reporting( E_ALL | E_STRICT );
    ini_set('display_errors', 1);
  3. Once done, save the file, then tell me about any errors, warnings and notices you may see

Notes to native English speakers

I have been told sometimes that I sound arrogant and/or cold in my answers. If that is your feeling, please accept my apologies. I’m not sounding arrogant by will, that’s  mostly due to the fact that I am not a native English speaker, so it’s not an easy thing to use the proper tone in my answers. I also tend to give the shortest answer without bells and whistles, like I usually do in French. That can create a feeling of coldness, but keep in mind that it’s not my goal. Thank you for your understanding!

56 thoughts on “Support

  1. Product name
    Counterize

    Product version
    3.0.25

    I don’t have a problem, but a question.
    Is there a way to display the views for a page in a widget when displaying a single post?

    Thanks for the great plugin, and keep up the good work.
    gf

  2. Product name

    Product version

    Description of the issue, what happened ?
    I installed the latest Counterize version on WP 3.2.1

    What should have happened if it worked correctly ?
    Should be collecting stats – no stats are being collected

    How to reproduce the problem ?
    Don’t know – we have WP running on our website (same as email address). I tried flushing the database etc. with no success.

    Operating system
    Linux – PHP 5.2

    Screen-shot of the problem
    Probably not necessary – nothing to show. The plugin seems to have installed and activated properly.

    Thanks in advance

  3. Hi Ron,

    Could you check if the Counterize tables have been created in your MySQL
    database?
    There should be the following tables (with “wp_” as prefix for example):
    wp_Counterize
    wp_CounterizeAgent
    wp_Counterize_Pages
    wp_Counterize_Referers
    wp_Counterize_Keywords
    wp_Counterize_Countries

    Also you can temporarily replace the following line in your wp-settings:

    define( ‘WP_DEBUG’, false );

    by:

    define( ‘WP_DEBUG’, true );
    error_reporting( E_ALL | E_STRICT );
    ini_set(‘display_errors’, 1);

    Then tell me of any additional errors you may see.

    Do not keep those lines permanently on a production server for obvious
    security concerns.

    Regards,

    Gabriel Hautclocq

  4. Steven Weisz / 21 July 2011 at 21:48

    Counterize II
    Version 3.0.1

    Is there anyway to only allow admins to see stats and not authors or contributors?

  5. Hi Steven,

    Yes, if you upgrade to the latest version of Counterize (3.0.33). Counterize II is not supported anymore.

  6. Hey, I’m using Counterize II Version 3.0.1 in multiple wordpress installations which are hosted on different servers.
    In one wordpress it is working fine, in another it’s not collecting any data. As you were asking Ron whether there are database-entries I just looked it up and: yes, the mentioned tables do exist.
    Must be any server security issue, but how can I find out which one? :)
    And where should the error code for your advice to enable debugmode in wordpress appear?
    I added the following to my index.php but did not see any errors displayed:

    define( ‘WP_DEBUG’, true );
    error_reporting( E_ALL | E_STRICT );
    ini_set(‘display_errors’, 1);

    Thanks for help,

    regards Julian

  7. hi i’m using Counterize Version 3.0.33, but the data switches to the New day at 8pm each night… how do i fix this and change it so it does it at midnight? My wordpress clock is set to the correct time zone by the way. Help please

  8. hello,

    Very strange.
    I installed counterize on my test domain and everything worked great.
    No changes. Just clicked Activate and it ran.

    I went to my production domain, installed and activated. Nothing.

    Empty database.

    I removed and reinstalled twice. Nothing
    Went back to the test Domain, remove and reinstalled.
    Works perfect.

    I went to MySQL admin on the production domain.

    All 6 wp_counterize folders are there.

    Stumped…

    Thanks

    Luke

  9. Never mind. It works fine now.

    Probably my hosting provider …. who I will not admit to using.

  10. Counterize ll has been installed for quite some time on our blog and it

    recently stopped showing the figures for:
    Visits based on day of month (only this month)
    0
    (It shows zero)

    Can you help us with this issue? We will be happy to make a
    donation for your services.

    We have uninstalled, and reinstalled the plugin and it says it is
    up to date.

    We now uninstalled Counterize ll and installed Counterize 3.0.33
    and it does exactly the same thing – which is it shows no stats for
    the day of the month totals.

    Any suggestions?

    Thank you!

    Debbie

  11. Hi
    I installed counterize 3.1.0 and as soon as I activated it it comes up with a message saying it cannot be run because it has caused a fatal error and has this message –

    Warning: session_start() [function.session-start]: SAFE MODE Restriction in effect. The script whose uid is 670 is not allowed to access /tmp owned by uid 0 in /home/spanishf/public_html/wp-content/plugins/counterize/counterize.php on line 30

    It also puts about 10 copies of the same plugin in my plugin list all of which are old versions which need updating. They all disappear if I delete the plugin. How do I fix this?

    • Hi Tristan,

      I’m sorry to answer that I do not know where the problem comes from. Are you running PHP in safe mode ?
      I do not think that Counterize uses the /tmp directory, by the way.

      • Hello,

        Product name

        Product version

        i have installed the plugins in one of my website, it works well (WP 3.3.2 english version)… then i installed them to my other website (WP 3.3.1 french version) but when i want to check the website, i have the same error message :

        “Warning: session_start() [function.session-start]: SAFE MODE Restriction in effect. The script whose uid is 528 is not allowed to access /tmp owned by uid 0 in /home/igorlasz/public_html/vihegay/wp-content/plugins/counterize/counterize.php on line 16

        Fatal error: session_start() [function.session-start]: Failed to initialize storage module: files (path: ) in /home/igorlasz/public_html/vihegay/wp-content/plugins/counterize/counterize.php on line 16

        My server is running under PHP safe mode but it is valid for both websites, so i do not think if that is the problem…

        Do you have an idea, please try to help me (us) !
        Thanks in advance

      • …in the meantime i changed php savemode to OFF and your Counterize plugins work ! Maybe it helps you to advise users about it…

        Best regards !

  12. Help,
    I not a programer I just want to display my total hits for the site in my blog. Is there some quick code cheat just to extract it. I’m using WordPress.

    Thanks,
    GaTo

    • Hi GaTo,

      In the current version of Counterize, it is only possible to insert graphs in pages or posts.

      If you need a counter such as “1234 visitors” as in the bottom of my website, you can use the following code in your footer.php:

      <span class="counter"><?php echo counterize_getuniqueamount( 0, 3600 ); ?> visitors</span>

      0 is for “since forever” and 3600 is for “count only one visit if the same visitor visit the website less than 3600 seconds after the initial visit”. Both values are optional.

      If you want to display a counter for the current page/post, you can use the following code:

      <?php if( is_single() || is_page() ): ?>
      <p>This page has been viewed <?php echo counterize_current_post_hits(); ?> times.</p>
      <?php endif; ?>

      If you want to display this in a widget, please use the PHP widget.

      Note that in the upcoming version of Counterize it will be possible to add counters directly into pages and posts using the [[counterize]] shortcode.

      • Thanks still working on PHP widget but I got what I wanted.

        Regards,
        gAtO

          • Gabe
            I’m a brand new wordpress user. I installed Counterize, but don’t know what to do next. I can’t find any instructions, just the settings page. Can you please direct me to instructions to get me going?
            I put my site IP address in filter, but nothing happens.
            From the posts above it appears that the counter and charts(?) appear on the page my viewers will see. I would not want that on my pages. Can I view stats on a separate page or program that only I would have access to?
            Thanks
            Nate

          • Hi Nate,

            You can go to your plugins page and enable the Counterize plugins you need.

            Then in the Counterize settings, if you want to track visitor’s IP address, be sure to check the corresponding option.

            Once that is done, wait a little (24-48 hours) before you can see anything interesting in your stats. Counterize should add its own menu in your Dashboard. Just click on the page you want to see the related stats. Don’t worry, Counterize doesn’t display any stats to your visitors by default, but you can do it if you want.

  13. I am using Counterize II with my WordPress blog for just over a month and have been loving the data – thank you! I have had one small problem that started about 48 hours ago – my total unique hits is no longer going up each time I get a new unique hit. For example if this morning my total unique hits was 500 and then I received 25 unique hits, my total unique hits may only be showing 517. Any idea how to fix this?

  14. HI, I have on one blog the old Counterize II Version. What happens when I deactivate it an then install your NEW Counterize? What will happen with the databank? Will it crash or will nothing happen, so that I can use the new one on the blog?
    And what about the old datas. Will the new one use the old one, or creates it new database in the old one?
    You make a great job, thank you for helping.
    Magnus from Germany

  15. Bonjour,

    J’ai cru comprendre ue tu étais francais? j’espère ne pas me tromper.

    J’utilise (avec grandplaisir, merci a toi et à tes contributeurs) Counterize sous wordpress 3.3.1 et tout fonctionne parfaitement sauf que:

    Counerize collecte les statistiques emanant de l’adresse IP “::1″ la boucle locale en ipv6 selon ce que j’en sais, il y a-t-il un moyen d’éviter ceci dans counterize ?

    Je perfererai éviter de désactiver l’ipv6 sur mes machines…

    Merci et encore bravo pour ce plugin!

    Pier B.

    • Bonjour,

      En effet je n’ai pas géré l’IPv6 dans la liste d’exclusion d’IP. Je devrais ajouter le support de l’IPv6 dans une prochaine version. Dans la version actuelle, ce n’est malheureusement pas possible. Comme je suis assez occupé depuis quelques mois, si vous souhaitez participer au développement pour ajouter le support de l’IPv6, vous êtes le bienvenu 😉

      • Bonjour,

        C’est avec plaisir que je participerai au developement si mes compétences n’était pas aussi faibles…

        Je jetterai un oeil au cas ou, mais….

        Merci pour ton travail quoiqu’il en soit.

        Pierre B.

  16. Chris Homko / 25 May 2012 at 01:39

    My website running WordPress 3.3.2 has the wordpress SQL database named tvswp not the standard wp. I am getting the following errors when activating counterize plugin:

    Warning: session_start() [function.session-start]: open(/tmp/sess_56e6a9480fa1afe8ac30a25e96f4dc16, O_RDWR) failed: Permission denied (13) in /home/tvs/public_html/Wordpress/wp-content/plugins/counterize/counterize.php on line 16

    Warning: session_start() [function.session-start]: Cannot send session cache limiter – headers already sent (output started at /home/tvs/public_html/Wordpress/wp-content/plugins/counterize/counterize.php:16) in /home/tvs/public_html/Wordpress/wp-content/plugins/counterize/counterize.php on line 16

    Is the name of the database the problem and if so how can I get counterize to work with my SQL database? Thanks!

    • Hi!

      Sorry for the delay,

      This is probably caused by wrong permissions set to the Counterize directory. Double check the permissions and ensure that Counterize has read and write permissions.

  17. Product: Counterize

    Version: 3.1.3

    Problem: I am not getting any data for the exit page fields, can you please inform me how I can get Counterize to display the exit pages as this is important to me.

    Highest regards,

    Phil L

    • Hi,

      Is your website an internal website ? If yes, you will need the browsers to have JavaScript enabled to make it work.

      If your website is public on the Internet, I would need more informations such as your website URL, so that I can check if everything is right.

  18. Hello,

    I installed it yesterday, click, click and click just using the builtin installer from wordpress. I get nothing after two days, it says there’s no data in the database – You can’t see stats until you have data. I mean, at least it should show my own IP. Of course, it was activated.

    Is there anything else that I should have done ? there is no Readme as to extra instructions needed.

    thank you

  19. barbara flaherty / 29 October 2012 at 07:06

    Counterize 3.4.2

    Is there a way to archive past stats? If I must do a backup, how do I do that?

    Thanks,
    B

  20. Hello,
    I would like to ask question : where i can see the result of the report ?
    When i click on report now (after visiting the site few times ) i get to my email the massage :
    There’s no data in the database – You can’t see stats until you have data.
    Pls advise

  21. Hello everybody,

    Since two days my counterized started to send me hundreds of mails of weekly report… Do you know how to interrupt that?

    Thanks
    F

  22. Hello everybody,

    Since two days my counterized has started to send me hundreds of mail of weekly report…Do you know how to interrupt that?

    Thanks

    F

  23. My Counterize History doesn’t list stats completely and in real time anymore. Is there a bug or something? :(

  24. HI,

    After deactivating and deleting the Counterize plugin I am still getting reports via email.

    How do I stop it?

  25. Daniel Stewart / 5 March 2013 at 11:28

    Hello, I am wondering if there is a way to show statistics for the number of times an image is viewed?

  26. Petr Cibulka / 3 April 2013 at 10:32

    Thank you for the awesome GLASTFM plugin! I put some suggestions to WP forums – can you check them when you’ll have a moment?

    Have a jolly good day!

    http://wordpress.org/support/view/plugin-reviews/glastfm

  27. Daniel Romero / 24 May 2013 at 15:42

    Hi, Gabriel.

    First of all, thanks a lot for this wonderful plugin. It’s really nice.
    I’m having an issue with the “Today” column in the traffic report: each night, around 19:00, it stops working and restart about midnite. In the meantime, it shows “0” in the “today” column, althoug the visits keeps being recorded in other parts of the report, such as “Visits per hour in the last 24 hours”. I’ve reinstalled the plugin and double checked all my WordPress setings (there seems to be no problem there), but I keep getting the same mistake.
    Everything else in the plugin is working just fine. How could I correct this situation?
    Thank you very much in advance for your response and have a good day.

    • Daniel Romero / 29 May 2013 at 14:31

      Hi again, Gabriel.

      I found a provisional solution that seems to work just fine; now the counter doesn’t stop at all and changes the day at midnight.
      I added the line “date_default_timezone_set(‘America/Mexico_City’);” right before the microseconds seed in the “counterize.php” file. Of course, it works if the server is located in the specified time zone, but I guess it’s just a matter of selecting the right one for a particular server.
      I hope this patch is useful for you for a future release and in the meantime for the several persons I’ve seen having similar issues.
      A bit of info I forgot to provide in my previous comment: I’m using WordPress 3.5.1. and Counterize 3.1.5.
      Thanks again for this wonderful plugin.

  28. Hello, Great software.
    Just one quick question, do I need to enable anything on my Server/WP in order to collect IP addresses? All IP’s come as unknown

  29. Hi,

    We’re using the Counteriz plugin version 3.1.5

    We’ve been using Counterize for our site for a while now, close to 4 months and it’s been great. BUT, from Monday this week our “countries” and “IP address” stats have just disappeared and aren’t recording new stats.

    Could you help?

    Kind Regards,
    Lerize

  30. im using conterize 3.1.5
    i love this pruduct but there is a detection problem
    i resently instaled the plugin when i tested it whit IE 11.0
    it say that i used Mozilla 11.0
    but with other browsers (including Firefox) is fine

  31. I would like to flush the report of all past data. How can that be done?

    • Okrobie, hopefully you have figured it out by now, but it is farily simple, just go to the counterize settings page under settings, then navigate down to the title database operations, it is the first item there, just tick it and click save it will then flush your data, failing this if you know mysql, you could just drop the tables with the data.

  32. Hi Gabriel,

    I just want to input a tweak for your code, i have had to implement this on a couple of my sites where i have clients that don’t need access to our stats. You have the option to specify capability level, but this still doesn’t change the mce icon in the visual editor (working with 3.9 wordpress) . The following was my fix for this, but im sure you will fix this bug, because the icon is not affected by what level of capability you choose. The following lines of code go into the file, counterize_mce_plugin.js.php starting at line 1

    &lt;?php
    header( 'Content-type: text/javascript' );
    
    // security check
    if( !defined( 'WP_PLUGIN_DIR' ) || ! current_user_can( 'level_10' ) )
    {
    	// Make sure that the WordPress bootstrap has run before continuing.
    	require_once( dirname( dirname( dirname( dirname( __FILE__ ) ) ) ) . '/wp-load.php');
    	die( 'There is nothing to see here...' );
    }
    $counterize_mce_form  = '';
    ?&gt;/*

    The capability I chose was level_10 because only an admin truly has that capability. But it would be good, if the check box on the settings page hooked into this, so the icon wouldn’t show when it is not supposed too.

    Also consider changing your default ip lookup services to the following that work with out problems, http://www.ip-adress.com/ip_tracer/ and http://www.ip-adress.com/whois/

  33. Love this plugin, used it on another site but I’m having trouble with it on a site. When I activate it, it says “Warning: session_start(): open(/var/lib/php/session/sess_cb8mng0sq42oodh6sr50p8s8q2, O_RDWR) failed: Permission denied (13) in /var/www/vhosts/enchantedprincesskingdom.ca/httpdocs/wp-content/plugins/counterize/counterize.php on line 16″

    Can you let me know what I can do to fix this and get it working. Thanks so much.

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