Troubleshooting
If you are facing a technical issue with the Divi Timer Pro, please check the troubleshooting steps listed below. If the outcome of following the steps below points to an issue with our plugin specifically, please send us a support message. When you reach out for support, we will ask about the results of these troubleshooting steps to better understand and resolve the issue.
👉 General Troubleshooting Steps
Step 1: Deactivate All Plugins Except Divi Timer Pro
When troubleshooting an issue with our plugin, it’s essential to determine whether there is a conflict with another plugin. To do this, please deactivate all other plugins on your site, leaving only the Divi Timer Pro active. If deactivating the other plugins resolves the issue, it indicates a conflict with one of them.
To identify which plugin is causing the conflict, start by reactivating each plugin one at a time. After reactivating each plugin, refresh the page to check if the issue still happens. Continue this process until you find the plugin that triggers the problem.
Once you’ve identified the conflicting plugin, please let us know the details so we can provide further assistance.
If the issue is still happening with only our plugin active, it suggests the problem may not be related to a conflict and will require further investigation.
Step 2: Deactivate Our Divi Timer Pro Plugin
Please temporarily deactivate the Divi Timer Pro to confirm whether our plugin is causing the issue. While this may seem counterintuitive, it is an important step to verify if the problem is related to our plugin.
If the issue persists after deactivating our plugin, it suggests that our plugin is not the cause. Conversely, if the problem only occurs when our plugin is active, it indicates that our plugin might be involved and will require further investigation.
🔧 Common Issues
Below is a list of common issues you may encounter when using this plugin. Please review the solutions or explanations provided for any issues that are relevant to your situation.
Continuous Refresh Loop
What Is The Problem
If you experience a continuous page refresh loop when the countdown timer ends, this is caused by either your caching plugin or hosting server (WP Engine) caching cookies on your site. This blocks the function of our plugin, so this of course is rather annoying and counterintuitive. This is not an issue with our plugin, but rather an issue with either a caching plugin or the hosting server blocking standard internet technology that is required for the features of our plugin to work.
How To Solve It
In order to resolve this problem, you could simply clear the cache. However, this would only be temporary local solution. To make it permanent for all visitors, you will need to find the setting in your plugin that is blocking cookies or find the setting that allows you to exclude certain cookies from the cache by ID.
Below is the cookie ID that needs to be excluded from the cache:
getUtilizedTime_ditp_countdown_timer_0
If you happen to have more than one Divi Timer Pro module on the same page, then you would need to add additional cookies. These are based on the CSS divs of the module, so if you add a second module it would be ditp_countdown_timer_1, and if you add a third it would be ditp_countdown_timer 2, etc. So you would add additional cookies corresponding to the number of modules on any given page. So let’s say you have one page on your website with just one timer, but have another page on your website with 4 modules. In this scenario you would exclude the following cookies:
getUtilizedTime_ditp_countdown_timer_0
getUtilizedTime_ditp_countdown_timer_1
getUtilizedTime_ditp_countdown_timer_2
getUtilizedTime_ditp_countdown_timer_3
Exclude Cookies From Caching Plugins
If you experience the continuous page refresh loop (on any server other than WP Engine – see below), it means one of your plugins is blocking the cookies. This most likely is caused by a caching or optimization related plugin. You will need to check the settings of any of your installed plugins to find the culprit.
Here is an example of how to exclude cookies in a caching plugin. The example shown in the screenshot is WP Rocket, but other plugins should have similar interfaces that allow you to do this. In the WP Rocket plugin, you can go to Settings>Advanced Rules and paste in the list of cookies above to exclude them from the website cache. This example would be if there are 6 timers on any single page of the website, which is unlikely. If you just have 1 or 2, see the notes above.
Exclude Cookies From WP Engine
Unfortunately, WP Engine is infamous for their stance on automatically caching cookies on their server. We have reached out to them about this, hoping to find a workaround, but there is none. Since WP Engine does not have any setting or field for users to excluded cookies from the server cache by themselves (like the caching plugins do), they have informed us that users of our plugin (and other plugins that rely on cookies) need to contact their customer support and tell them to exclude the cookies listed above from their server cache.
Exclude Cookies From SG Optimizer
Unfortunately, SG Optimizer can cause the cookies to be removed as well. There is currently no option to exclude cookies from the cache. We have reached out to them to try to determine if they have a solution or any new feature coming. Meanwhile, you can simply exclude the URL of the page containing the Divi Timer Pro module.
FAQs
If you have questions that are not addressed in our documentation, please review the frequently asked questions listed below. We regularly update this section based on common queries from our customers. If you don’t find the answer you’re looking for here or in our other documentation, feel free to contact us for support, and we’ll be happy to assist you.
How does this plugin work?
The plugin adds a new custom Divi module into the existing Divi Visual Builder. Simply go to your Divi Builder layout, click the gray plus (+) icon to add a new module, and select “Divi Timer Pro” to get started. Please check our full plugin documentation for more information about all the features.
Can other elements show or hide when the timer ends?
Yes, the plugin includes features which you can enable in the settings to show or hide any other sections, rows, or modules during the countdown or after it has ended.
Will the timer still be there if a user leaves and comes back?
That depends on the settings applied to the countdown timer. If the timer is still counting down, then yes, it will show. But if it has ended it will depend on the expiry actions you have set up, such as redirecting to another URL, showing a message, showing a button, or totally hiding the countdown timer. If the timer is not hidden, it will show the expired time as zeros. If the timer has ended, what they experience depends on which expiry action you set up such as redirecting, hiding the timer, or showing a message.
How do I edit the page with a timer that has expired and redirected to another page?
If you have a countdown timer which was set to redirect when it expired, and it has already expired, you may find it confusing on how to get to the page to edit it. This is easy, you just have to go to the backend to the All Pages list and find the page. Then click on the “Edit With Divi.”
If the visitor switches browsers, how will the Evergreen timer respond?
If The Browser Does Not Contain The Divi Timer Pro Cookie
If the visitor uses or switches to a new browser that they have not used to view that particular page with the Divi Timer Pro module, then this is a totally new user session, meaning the countdown timer will start like normal.
If the Browser Contains The Divi Timer Pro Cookie
If the visitor uses or switches to a new browser that they have already used to view that particular page with the Divi Timer Pro module, then the following scenarios will happen:
If the Countdown Duration is still active, the visitor will see the countdown timer. If the Countdown Duration has passed, but the Cookie Duration is still active, then the visitor will see the Expiry Actions, such as redirect, message, button, hidden timer, etc. If both the Countdown Duration and the Cookie Duration has passed, then the countdown timer will restart and begin a new session.