Kreatura Support Center

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LayerSlider FAQ

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  • Introduction

    readme support introduction start

    We want your experience with our products and support services to be flawless, that is why we take so much time and effort to create this site where you can find useful resources that most likely will answer your questions. Please read through this FAQ section carefully, it deals with the most common questions and issues. If you did not find the answer you are looking for, you can also search for related tickets. Our ticket system is currently under development and will be launched soon.

  • What is supported?

    support

    Product support includes:

    • Responding to questions and problems regarding your purchased item and its features
    • Fixing bugs and reported issues by releasing updates regularly
    • Assistance with integration questions and incompatibility issues
  • Product support does not include

    support

    Product support does not include:

    • Customizations beyond the capabilities of the Item or fixing issues caused by your customizations
    • Responsibility for fixing issues caused by faulty 3rd party components
    • Non-product-specific questions

    We understand that most of our customers are not programmers, that is why we will also help you with issues caused by other components (plugins, themes, etc) and we will provide you instructions to help fixing your problems, even if it is not directly related to our Items. Although, we cannot guarantee that we will be able to fix every issue caused by faulty 3rd party components.

  • Where should I get help with issues caused by other components?

    support help incompatibility incompatible

    If we cannot help you, you should contact with the author of the incompatible plugin or theme. Helping developers by providing feedback is also useful to other users with the same problem.

  • Where can I get help if I received the Item by another purchase?

    support theme template

    Our ticket system requires a valid Item Purchase Code to verify your purchase, so if you received the Item by another purchase, you will not be able to open a new support ticket. However, you will still be able to read our FAQ sections and search for related tickets that most likely will help you in most of the cases. It is the job of the theme/template author to provide you support about their integrated plugins, so in a case you did not find an answer here, you have to contact with them. Providing you support is the responsibility of the author whom you purchased your item from.

  • Information regarding support response times

    support response time
    • We live in UTC+01:00 (Central European Time) time-zone. Please keep in mind that we may have different daytime in our region compared to yours.
    • Usually, we will respond you in 24 hours. In some cases it might take a few days, but we are trying to be as fast as we can.
    • We are not working on weekends, but we will try to respond you when we can.
  • Can I get a refund?

    refund support

    Yes, you can, by requesting it from Envato. Read further on to find out the conditions and the proper way to request a refund. Please, start with considering the following suggestions:

    • Try to find a solution or answer here, highly likely you will.
    • Let us check out your problems, most of the issues are caused by other components and are usually easy to fix.
    • Report the issue you are having, so we can release an update that fixes it (if any).
    • Please, acknowledge our support policies, we cannot take responsibility for unrelated issues caused by faulty 3rd party solutions, but we will try to help you.

    Envato offers freedom for authors to choose their own support policies without any obligation. The only exception and way to get a refund from Envato if the given item is faulty or does not work as described, and the author refuses to fix the problems.The refund requests are handled by Envato only, we don't have any option to send your money back, even if we do agree with your demands. Please, keep in mind the points above, you should ask for help first, and we most likely can solve your problems.

    Please read the related FAQ entry from Envato about how you can request a refund.

  • Make sure that your installation meets the requirements

    requirements install issue report problem solution fix documentation

    You can find the Item's requirements in its documentation or on the item page on Envato marketplaces. More details are in the "Installation & Updates" section.

  • Make sure you are using the most up-to-date version of the Item

    issue report problem fix solution

    We are working really hard to test everything and keep the plugin as bug-free as possible. However, there is no perfect software and our products are not an exception either. We strongly recommend you to use the most up-to-date version of the Item before reporting any issues. We are relying on your feedback and there is a good chance that we have already fixed an issue you may experience. You can check the last update date on the Item's page on Envato marketplaces.

  • Make sure your every plugin and theme are up-to-date

    issue report problem solution fix

    Some outdated plugins and themes can cause issues in really unexpected ways, and you should have up-to-date versions of every plugin and theme you use. Most of the issues caused by 3rd party solutions, and there is a good chance that their authors have already released updates to fix the problems you may have.

  • Check through this FAQ section

    issue report problem solution fix

    Most of the issues that our customers are having are not problems with our Items, usually they are related with 3rd party components. We are trying our best to workaround common issues with 3rd party components, but it is not always possible. If you read this FAQ section carefully, you will most likely find the answer or solution that you are looking for.

  • Search for related support tickets

    issue report problem solution fix ticket

    If you did not find the answer you are looking for, we would like to recommend you to try to search for any related issues in our ticket system. Our ticket system is currently under development and will be available soon.

  • Try to find the source of the problem

    issue report problem solution fix incompatibility incompatible faulty 3rd party

    Components not following the WordPress standards may interfere with other plugins in unexpected ways and can be difficult to find. If you are having an appearance issue, please report it to us and we will check it. In case of experiencing issues with features or functionality, you should try to temporarily disable every other plugins and switch to another theme (the default one is recommended). If it solves your problem, it is related with an other component and you should try to find the one by re-enabling them one after another and keep watching when you can reproduce the issue. Please note that in a multisite installation there can be further plugins on the network dashboard that your sub-site may not list them by default. Once we know the source of the problem, we can probably fix it or give you instructions to workaround it.

  • Which license should I buy?

    license regular extended multisite

    Regular license

    • Purchasing the Item is for personal purposes without using it commercially. Webshops and ads on your site is not considered commercial use, see details below.
    • As a freelancer buying the Item is on your client's behalf with the intended use of the previous point.
    • Having a multisite environment where the network-sites is generally have the same role and content. For example, separate sub-sites for localized contents.
    • The Item is used for preview purposes only and it is not actually part of the larger work you are for sale.
    • Modifying the Item is for your own personal use only.

    Extended license

    • The Item is part of a larger work for sale.
    • Offering commercial services where the Item is used as part of your solution and only available for paying users.
    • Having a multisite environment is where the network-sites have different role or content.

    More information with examples

    For more information, please read the licensing FAQ on Envato marketplaces.

    Things you cannot do with the Item

    Please also read the third entry from this section about the things you cannot do with the Item

  • What is considered as a commercial use?

    license commercial regular extended

    Webshops and ads on your or your client's site is not considered commercial use. Envato defines the cases of commercial use where you have direct benefit from the purchased Item, for example, selling it as a part of your larger work (themes, templates, etc) or using it in a way that is only available for paying users and is an essential part of your commercial services.

    Check our Envato's Licensing FAQs for more details, they have examples for almost every scenarios.

  • Things you cannot do with an Item

    license forbid prohibit
    • An End Product is one of the following things, both requiring an application of skill and effort.
      • For an Item that is a template, the End Product is a customised implementation of the Item.
      • For other types of Item, an End Product is something that incorporates the Item as well as other things, so that it is larger in scope and different in nature than the Item.
    • You can modify or manipulate the Item. You can combine the Item with other works and make a derivative work from it. The resulting works are subject to the terms of this license. You can do these things as long as the End Product you then create is one that’s permitted under clause 3.
    • This license is a “single application” license and not a “multi-use” license, which means that you can’t use the Item to create more than one unique End Product.
    • You can’t re-distribute the Item as stock, in a tool or template, or with source files. You can’t do this with an Item either on its own or bundled with other items, and even if you modify the Item. You can’t re-distribute or make available the Item as-is or with superficial modifications.
    • Although you can modify the Item and therefore delete components before creating your single End Product, you can’t extract and use a single component of an Item on a stand-alone basis.
    • You must not permit an end user of the End Product to extract the Item and use it separately from the End Product.

    Definitions: The Item is what you purchase from Envato marketplaces. The End Product is the customized work what you build with that Item.

    For more information, please read the licensing FAQ on Envato marketplaces.

  • Is there a developer / multi-use license?

    developer multi use license

    Envato does not offer any multi-use / developer license yet, but they are planning to introduce it. Envato is the operator of the marketplaces, we do not have any control over the available licenses and do not know their exact plans.

    We are an exclusive author, we cannot do business behind Envato, thus we cannot offer you any special deals. Currently, the only solution is buying separate licenses for each site or service you would like to use the Item with.

  • What is the case with WP multisite installations?

    multisite WPMU license

    In a case where your network-sites have generally the same role and content (for example: offering the same content on localized sub-sites), you can use the item with a regular license.

  • Can I include your Item in my work (e.g.: themes)?

    theme template integrate license

    You can if you develop a WP theme for ThemeForest with the following conditions:

    • You need to purchase an extended license per themes after every Item you include in your work.
    • You need to handle the support requests after the included Items.
    • You cannot offer the plugin as a stand-alone item.
    • You cannot provide an Item Purchase Code for your customers.
    • Updating the plugin is your own responsibility.
    • You need to follow Item-specific instructions in our documentation for developers (if any).

    Our developer documentation deals with these rules in a deeper level, please read them to have a better understanding why it is important for us. You can include our Items in your work without a written permission by following these rules. Just reference to this entry if an Envato reviewer ask about permissions.

    If these rules are not suitable for you, please contact us at contact@kreaturamedia.com, and we can discuss the details.

    Please note, we only allow to bundle LayerSlider in WordPress themes, which will be sold on ThemeForest explicitly.

  • Can I re-distribute your Items for other platforms or with my modifications?

    share distribute license joomla drupal prestashop port platform

    You cannot re-distribute or make our Items available in any form, even if you modify them. You can't use a subset of our works either, your derivative works are also subject to the license terms. Please read the "Things you cannot do with an Item" section of this FAQ for more information.

    However, we can team up and work together in a cooperation if you have a nice idea. In this case, we would like to hear from you.

    For personal use only, you can modify the plugin and use it in a way you want as long as it complies with the license terms.

  • Requirements and supported softwares

    requirements install

    You can view the requirements and supported softwares on the Item's page on Envato marketplaces. Further notes can be found in the documentation included in the package you can download after purchasing the Item.

  • How can I install the Item?

    install

    You can find the installation instructions in the documentation file included in the package that you can download from CodeCanyon. Please note, some Items include documentation file for developers, which End-Users should not follow.

  • How can I update the plugin?

    update updating

    We also have update instructions in the documentation file mentioned above. You can use the auto-update feature where available, so your WP installation will notify you about new releases and you can install them with just one click. You can also download the new version from your CodeCanyon downloads page at any time free of charge, so you can manually remove the old version and install the new one. Removing the plugin won't touch of your sliders and settings on your WP installation, so you don't have to worry about losing your work. The new version will always have backwards compatibility, so your previously created contents will work the same as before.

  • I received the plugin by another purchase, how can I update it?

    update theme theme purchase template

    Unfortunately, the native WP auto-update mechanism doesn't work with integrated plugins, so if you received the plugin by another purchase (e.g. WordPress themes), you won't be able to use this method. We can't send you the updates since you are not a direct client of ours and its prohibited by the licensing terms. You need to request the plugin updates from the author of your theme / template, and possibly they already released an update with a newer version.

  • How can I use the new features introduced in an update?

    update feature new

    New features will always use the new defaults, but these changes might not apply on your older works having different settings, but you can always change them with the newly introduced options.

  • The plugin behaves differently after updating

    update issue problem change new feature

    Depending on the default settings introduced in updates, you may need to adjust some options of the new features in some cases. This should only affect the new features, your previous settings will be unchanged. Please check your settings on the plugin's admin area or read the documentation if you are using a standalone jQuery version.

    We may also change some defaults for old features. It won't override the settings you used for previously created contents, but it may take effect in future works.

    New versions of the plugin always have backwards compatibility and you don't have to worry about break your work. At worst case scenario, you might need to adjust some settings.

  • Do I need to enter my Item Purchase Code?

    purchase code update code purchase wordpress wp

    You don't have to, the plugin is fully functional without entering your Item Purchase Code. It is only needed to enable the auto-update feature, so WordPress can notify you about new releases and you can install them quickly and easily.

  • Where can I find my Item Purchase Code?

    purchase code code purchase update wordpress wp

    In the email Envato sent upon your purchase or on your CodeCanyon downloads page by clicking on the "Download" button for the corresponding item and selecting the "License Certificate" option. This will download you a text file containing your Item Purchase code.

  • The plugin does not accept my Item Purchase Code

    purchase code code purchase update wordpress wp

    Try to validate your Item Purchase Code later since there might be a temporary issue with our services. If the issue still persist, please contact us.

  • I get a "No valid plugins found" error message

    install error message wp wordpress

    The package you have downloaded from CodeCanyon isn't the installable plugin itself, it contains other resources like the documentation, PSD files, etc. You need to unpack the ZIP file and try to upload the inside archive with the "installable" word in its name.

  • I get a "Cannot redeclare function" error message

    install error message redeclare php wordpress wp

    This message means you have one instance of the plugin already installed and activated, and you can't load a second copy. Most likely your theme already includes the plugin, thus you need to remove it first in order to use the newer version from us. In this case, please contact with the author of your theme or read our guide about removing integrated plugins in the "Advanced topics" section.

  • The auto-update feature does not seem to work

    update auto wp wordpress

    The auto-update feature in our WordPress plugins doesn't install new versions without your confirmation. You can see notifications about new updates on your Plugins and Dashboard -> Updates pages. Please note, WordPress caches the update results, so it is possible that an update won't appear instantly. Our auto-update feature requires a valid Item Purchase Code, please read the details in the documentation or the entries above.

  • Multiple jQuery issue

    jquery error issue message problem

    If you accidentally included multiple instances of the jQuery library, they will override the registered plugins in each other and the plugin may fail when you try to call it. In this case, you need to remove the duplicates and leave only the most-recent version.

  • Old jQuery issue

    jquery error folder issue message problem

    To maintain compatibility with new software versions and their new features, our plugins requires newer versions of the jQuery library. Usually, you can use them with jQuery 1.7, but we strongly recommend you to have at least version 1.8 or newer as some of the features of our plugins only works with those versions.

  • jQuery Transit issue

    jquery transit error issue message problem

    We are using the jQuery Transit plugin for accelerated CSS3 transitions to achieve maximum performance on all deceives and machines. As jQuery Transit doesn't support some features for 3D transforms, we needed to include a modified version. If you or something else also uses jQuery Transit, it may overrides our version and LayerSlider will fail with this error message. The version of jQuery Transit that LayerSlider uses is compatible with the original version and you should leave our version in the document only.

  • Isotope JS

    isotope transit jquery 3rd party incompatibility incompatible rotate rotating scale scaling

    We are using jQuery Transit for accelerated CSS3 transitions to achieve maximum performance on every devices and machines. Both plugins registers their own cssHooks in jQuery, and it seems they are overriding each other. We are going to use a modified version of jQuery Transit with different cssHooks name-spaces to fix this problem. In the meantime, you can workaround this issue with including our version of jQuery Transit before call the LayerSlider.

  • My videos have wrong sizes or appearing in a weird way

    video size dimension youtube vimeo fitvids embed

    It is commonly caused by the FitVids Javascript plugin that may manipulates videos in your sliders. You need to modify the plugin call in a way to avoid applying it on the elements used in sliders. This plugin is commonly used in WordPress themes without you knowing about it, so you need to get help from the author of your theme if you experience an issue like this. Please note that we are not familiar with the themes you use and many of them uses compressed or encrypted Javascript source files, thus you should try to get help from your theme author first.

  • Vimeo Plus / Pro videos doesn't appear

    video vimeo pro plus cover preview embed

    LayerSlider wants to display a preview image from your video automatically. Unfortunately, Vimeo threats Plus / Pro videos as private, even if you have allowed public access to everyone. The Vimeo API won't return any information about you Plus / Pro videos and we can't display the preview image, that's why it doesn't appear. We will solve this issue by enabling you to use custom video images.

  • Some YouTube videos showing a grey box with 3 dots

    video youtube grey dot preview cover embed

    LayerSlider wants to display a preview image from your video automatically. However, not every video has HD quality preview image, so you should try to choose a lower quality in your Global Settings of the corresponding slider.

    If you are the author of the video in question, you can also upload your own preview image by editing the video on YouTube.

  • The slider doesn't show any of my videos at all

    video youtube vimeo embed

    Some web servers uses X-HTTP headers to control restricted contents and they can causes issues like this. In your browser's developer tools you should receive a message related with this and you can check the HTTP headers that you server sends. You need to contact with your hosting provider or system administrator about how you can solve this issue.

  • Can I use other video solutions other than YouTube and Vimeo?

    video youtube vimeo source html5 embed

    Yes, LayerSlider allows you to enter any custom HTML code or shortcodes, so you can embed any kind of content you want. However, LayerSlider can't possible handle every video player as there is no unified way to control them, so you may have to do some adjustments with the LayerSlider API to control their playback depending on the slider events.

    We are planning to support oEmbed videos in a future update really soon.

  • The slider isn't appears or stopped working

    slider appearance

    There are two scenario for these issues:

    • There are some contents (mostly images) that cannot be loaded and the preload feature fails with the spinning circle of death:

      If you use images or other contents which pointing to a wrong location or cannot be loaded for some reason, the preloader will fail and your slider won't appear. You need to make sure that you don't have missing content or update them if there any. Optionally, you can disable the preload feature.
    • The slider fails with a Javascript error message that most likely caused by a 3rd party component or some misconfiguration.

    In both cases, you can use your browser's developer tools to verify these cases and get some useful information. These tools will indicate if the browser cannot load some contents or giving you an error message if there is anything wrong. If you can't solve the problem you are having and choose to report this issue, please include these informations if any as they can be really helpful.

  • My image layers isn't appear or behaves strangely

    image layer slider

    Most likely it is caused by an image preloader plugin. You need to exclude the slider's pages or contents, or disable this plugin completely.

  • 3D transitions isn't working

    3d transition slide slider

    Please, make sure your browser supports 3D transforms properly. We have a compatibility list in the plugin's documentation. Currently, it is supported by Chrome, Firefox, Safari and Opera 15+ on desktop. Mobile versions of Safari and Chrome also fully compatible. Internet Explorer 10 and older versions of Android Browser have some lack of support these features and they only capable to display semi-3D transitions. Older versions of Internet Explorer can display 2D transitions only.

  • Scaling or rotating isn't working

    scale scaling rotate rotating isotope transit jquery

    Make sure you are using an up-to-date version of the jQuery library. For scaling and rotating, LayerSlider needs at least version 1.8 or newer. Using the Isotope plugin can also causes problems like this, please read our "Known 3rd party incompatibilities" section in the FAQ.

  • Custom navigation area with the LayerSlider API

    api navigation event callback

    Here is an example for a custom navigation area with the LayerSlider API. To understand this code snippet, please read the corresponding sections of the documentation in the Help menu on your WP admin interface. Please note that using the LayerSlider API requires some web development experience.

    Optionally, if you just want small appearance changes, modifying a skin could be a considerably easier job.

  • Where is the changelog for older versions?

    changelog release log

    This section is only intended to show you the most recent changes. If you interested the plugin's complete development history, please read its documentation file.