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!

View Comments (56)

  • HI,

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

    How do I stop it?

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

  • 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.

    • 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.

  • 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

  • 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

  • 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

    • 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.

  • 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
    [code]&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;/*[/code]

    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/

  • 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.

    • Hi,
      Just make sure that the /var/lib/php/session directory is writable by the php process.

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