Step 2 for WP Support?

  • Unknown's avatar
    instinctivemom · Member ·

    I originally posted this on the forums over a week ago:
    ‘When I log into my wordpress blog, in the top right corner, the orange notifications alert icon is always highlighted (no matter what the state of my actual comments or other notifications). When I click it, and the box/window appears, the loading icon shows and goes on and on without ever loading the content. I can close the notifications window, and it clears the notifications alert, but when I refresh the page the notifications alert is back. This has been happening for the last couple of months, across all of my wordpress blogs with both of my wordpress accounts. I thought it was just a glitch that would eventually resolve itself, but it’s not.
    I am not having issues with the notifications themselves; just the alert icon and ‘ease of access’ window (not sure what to call it).’

    and it has gone unanswered. What is step 2 in WP support?
    Thanks! :)

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    justjennifer · Member ·

    Hi there, sorry your question fell through the cracks, but you can always update the original question rather than start a new one.

    Someone has tagged this for Staff attention, but they will need to know what your computing environment is in order to assist. If you are not sure what that is, you can find the information on this website: http://supportdetails.com/

    You can also find more browser troubleshooting tips here: https://en.support.wordpress.com/browser-issues/

  • kokkieh · Staff ·

    Hi there,

    First, please try clearing your browser cache and cookies as explained in the second link @justjennifer provided as that’s the most common cause of this problem. Also check if it happens in a different browser.

    If that doesn’t help, please send us details about your browser as requested above.

  • Unknown's avatar
    instinctivemom · Member ·

    Thanks for responding. :)
    I’ve cleared browser cache and cookies; no change.

    Operating System – Windows Windows NT 10.0
    Screen Resolution – 1920 x 1080
    Web Browser – Chrome 48.0.2564.82
    Browser Size – 1858 x 995
    Color Depth – 24 bit
    Javascript – Enabled
    Flash Version – 22.0.-1
    Cookies – Enabled

  • supernovia · Staff ·

    @instinctivemom would you be willing to try an incognito window to see if you see the same thing there? I’m suspecting a browser plugin conflict.

    You can get to that via File > New Incognito Window.

  • Unknown's avatar
    instinctivemom · Member ·

    Thank you for replying. :)
    The problem still exists when I’m incognito.
    I did try Microsoft Edge browser, and I was able to use that feature as intended, and when I refreshed my Google Chrome window the notification was cleared. However, the pop-up window still won’t load in Chrome.

    I am not sure what you mean by ‘browser plugin’ – is that the same as ‘extensions’?
    I appreciate your help!

  • supernovia · Staff ·

    I am not sure what you mean by ‘browser plugin’ – is that the same as ‘extensions’?

    Chrome can have extensions and plugins. You can see your plugins here:
    chrome://plugins/

    and your extensions here:
    chrome://extensions/

    I don’t need you to disable anything yet, but do check now to see which extensions are “allowed in incognito” .

    And you’ll want to make sure your plugins are up to date — even though our page may not be using them, we have seen cases where an out of date plugin causes trouble.

  • Unknown's avatar
    instinctivemom · Member ·

    Thank you for the explanation.
    None of the extensions I have installed are ‘allowed in incognito’; the check box is unchecked.

  • supernovia · Staff ·

    Thanks, did you also update your plugins?

  • Unknown's avatar
    instinctivemom · Member ·

    Yes. Everything is up to date.

  • supernovia · Staff ·

    @instinctivemom very odd.

    Just to confirm the issue:

    – you get a “stuck” orange notification light in Chrome, even in Incognito
    – you don’t that in any other browser.

    Is that still correct?

  • Unknown's avatar
    instinctivemom · Member ·

    Correct.

  • supernovia · Staff ·

    @instinctivemom — could I actually have you try re-starting your computer as well? Shut down Chrome completely, shut down the system, and turn it off for at least 90 seconds, then turn it back on.

    If the stuck notification were stored in your account, it would appear in other browsers, but it seems limited to Chrome. And it’s bizarre that it appears in incognito (unless you already had an incognito window open, I suppose.) I am hoping a full restart will help clear it.

  • supernovia · Staff ·

    @instinctivemom if that still does not help, I’ve been talking to the developers here. They’d like a screenshot of your JS console when that’s showing. Here’s how to get the console:
    https://en.support.wordpress.com/browser-issues/advanced-browser-troubleshooting/#javascript-errors-in-google-chrome

    Here’s how to get a screenshot:
    http://en.support.wordpress.com/make-a-screenshot/

    And you can just upload it to your media library and let us know when it’s there. Thanks!

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