Troubleshooting Guide

encountering issues with VisioLayer? This guide provides quick solutions to common problems.

General Issues

Problem: Plugin Menu Not Visible

Solution:

  1. Verify the plugin is active in Plugins > Installed Plugins.
  2. Check your User Role capabilities. By default, only Administrators have access to VisioLayer.
  3. Disable other plugins temporarily to check for menu conflicts.

Problem: "Update Failed" or "Package Not Found"

Solution:

  1. Go to Dashboard > Updates and click Check Again.
  2. Ensure your license is active in VisioLayer > License.
  3. If using a paid add-on, ensure the main VisioLayer Pro core is also updated.

Slider Visibility

Problem: Slider Not Showing on Frontend

Solution:

  1. Check Shortcode: Ensure you are using the correct alias: [visiolayer alias="your-alias"].
  2. JS Errors: Open your browser console (F12) and check for red JavaScript errors.
  3. z-index Issue: Code in your theme might be hiding the slider. Try adding this CSS to VisioLayer > Global Settings > Custom CSS: 
    rs-module-wrap { z-index: 1; }

Problem: Slider Loads but is distorted/broken

Solution:

  1. jQuery Conflict: Ensure your theme is loading standard WordPress jQuery.
  2. Async/Defer Scripts: If you use an optimization plugin (like WP Rocket or Autoptimize), exclude jquery.js and rbtools.min.js from "Defer JS" or "Delay JS execution".

License & Activation

Problem: "Invalid Purchase Code"

Solution:

  1. Double-check for spaces before/after the key.
  2. Ensure you copied the License Key (starts with VL-) and not the Purchase ID or Receipt Number.

Problem: "Connection to Server Failed"

Solution:

  1. Ask your hosting provider to verify that cURL is enabled.
  2. Whitelist our API server: https://api.visiolayer.com.
  3. Check if a security plugin (e.g., Wordfence) is blocking outgoing connections.

Conflicts & Compatibility

Problem: Editor is Blank or White Screen

Solution:

  1. Memory Limit: Increase your PHP memory limit. Add this to wp-config.php: 
    define( 'WP_MEMORY_LIMIT', '256M' );
  2. Plugin Conflict: Deactivate all other plugins except VisioLayer. If the editor loads, reactivate plugins one by one to find the culprit.

Problem: Animations are choppy or freezing

Solution:

  1. Reduce Complexity: High-resolution videos + many layers + complex 3D transitions can overwhelm older browsers.
  2. Global Settings: Go to VisioLayer > Global Settings and set "Insert Scripts in Footer" to On.

Cache & CDN

Problem: Changes not appearing after Save

Solution:

  1. VisioLayer Internal Cache: Go to VisioLayer > Global Settings and click "Clear Internal Cache".
  2. Browser Cache: Hard refresh your browser (Cmd+Shift+R or Ctrl+F5).
  3. Server/Plugin Cache: Clear caches in plugins like WP Rocket, W3 Total Cache, or your hosting control panel (varnish/nginx).
  4. CDN: If using Cloudflare, purge the cache for the page URL.

Advanced Debugging

Enable Debug Mode

If you are still stuck, enable WordPress debugging to see specific errors.

  1. Open your wp-config.php file via FTP/File Manager.
  2. Add or change the following lines: 
    define( 'WP_DEBUG', true );
define( 'WP_DEBUG_LOG', true );
define( 'WP_DEBUG_DISPLAY', false );
  3. Reproduce the error.
  4. Check the file wp-content/debug.log for error messages and send them to our support team.
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