376 Reply by Steven @ Juicebox

(30 replies, posted in Juicebox-Pro Support)

Thank you very much for the additional information.
It's definitely very odd that the problem has only been seen in your own galleries in Mobile Safari on your own iPad.

The difference may be because I am using my index.html file to host a great many links to individual Galleries?

This should really not make any difference at all (and I can't actually see how it could make a difference).
However, as you are already aware, until we know what is causing the problem, we can't rule anything out.

I use iPower to host my Site and I am fairly sure that they don’t do anything strange which might affect the way that their Server delivers content to the Internet.

I agree. I do not think that your server is part of the problem. A Juicebox gallery really does not have much in the way of server requirements. A Juicebox gallery is basically just a collection of HTML, CSS and JavaScript files with a few other resource files (font and image files) and pretty much any regular web server should be able to handle this. (Only the Download Button and Password Protection require further requirements: PHP 5.2.0 or later.)

The icons in a Juicebox gallery are characters in a custom font. If there was a problem with the font files, then I'd expect all the icons (not just the Back Button) to be showing up as an 'X'.
As I was never able to see the problem for myself (even on my own iPad) and as the Back Button displays correctly when centered, I think we can definitely rule out corrupt font files as a possible cause.

I would still like to see the problem for myself (even if I can't experience it) so, if possible, please post a screenshot of the mysterious 'X'.

Maybe it's a really rare bug which just manifests itself in one particular browser on one particular device under a certain combination of gallery configuration options. It seems unlikely but not impossible.

I have uploaded a test gallery using exactly the same configuration options that you do (and the same version of Juicebox). I've copied the configuration options from your Hummingbirds gallery which still has the Back Button to the left. The only thing I've changed are the images so you'll not see an image on the Splash Page but the Back Button should display correctly and redirect to your site index.
Please take a look at this gallery and let me know if you see the Back Button or an 'X'. Thank you. (I'll take the gallery down after you've seen it.)

[Test gallery removed.]

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377 Reply by Steven @ Juicebox

(30 replies, posted in Juicebox-Pro Support)

I presume the problem occurs with the Back Button in all your galleries (even though they all use their own individual 'jbcore' folders).

Out of curiosity, does the problem also occur with the Back Button in this demo gallery on our own website?
https://juicebox.net/demos/pro/full/

I guess one possible solution might be to backup all your apps and personal data and perform a clean install of iOS 14.6 (and then restore your data afterwards). That should fix the problem but it's a pretty drastic measure to take and I can't even guarantee that it would work. I'd be hesitant to do this myself.

It's certainly an odd problem and one which I can't quite wrap my head around (let alone reproduce).
If I think of anything which might help, I'll be sure to post back here.

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378 Reply by Steven @ Juicebox

(30 replies, posted in Juicebox-Pro Support)

Are there any other Caches which I should clear?

If you have not yet done both of the following, then please try:

(1) Settings -> Safari -> Clear History And Website Data

(2) Settings -> Safari -> Advanced -> Website Data -> Remove All Website Data

If that fails, would changing the Config HTML for the Galleries to:

Unfortunately, there's not much else I can suggest. The code for your gallery looks fine and I cannot reproduce the problem on 3 separate Apple devices running 3 different versions of iOS (iPhone 5S iOS 12.5.4, iPad 2 iOS 10.3.3, iPhone 7 iOS 14.6).
The problem seems to be unique to your own iPad (rather than with the code for the gallery). If there was a problem with the code (or gallery settings), then I should be able to see the problem on my own devices.

You could certainly try changing the Back Button's position in your gallery's settings to see if this makes a difference.
Try setting backButtonHAlign="CENTER".
By doing this, you will at least be able to tell at a glance if your gallery's current 'config.xml' file is being used or if an older cached version is still in use. This might help to determine whether or not the cache has been completely cleared.

Also, maybe you could try viewing your gallery in a different browser (at least for testing and troubleshooting purposes).
Do you still see the broken Back Button if you view your gallery in Mobile Chrome?

Perhaps you could post a screenshot of the gallery on your iPad so that I can see what you are seeing.
I'm not sure that this will help but maybe I'm missing something that will become obvious when I see it.
Thanks!

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379 Reply by Steven @ Juicebox

(30 replies, posted in Juicebox-Pro Support)

I've just checked your Song Birds of Costa Rica gallery (the same one shown in your screenshot) in Mobile Safari on an iPad 2 running iOS 10.3.3 and the Back Button displays and functions correctly (see screenshot below).

I've also checked on an iPhone 7 running iOS 14.6 and the Back Button displays and functions correctly there, too.

I'm not sure what the problem is but the gallery files on your web server seem to be fine and everything seems to be working as expected on the devices I have tested on.

Try completely clearing your browser's cache before loading your website to see if this clears the problem.

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380 Reply by Steven @ Juicebox

(4 replies, posted in Juicebox-Pro Support)

@byuen

Please feel free to post in the Feature Requests thread, too! (Ideas may be overlooked in regular support threads.)
Thanks!

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381 Reply by Steven @ Juicebox

(5 replies, posted in Juicebox-Pro Support)

@byuen

Derek is a member of Fotomoto staff and only pops in here from time to time.
If you like, you could direct your queries directly to Fotomoto via their online Contact Customer Support page.
Fotomoto Contact Customer Support: https://support.fotomoto.com/s/contactsupport

I hope this points you in the right direction.

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382 Reply by Steven @ Juicebox

(1 replies, posted in Juicebox-Pro Support)

That's odd.
I've just created a test gallery on my own Windows 10 PC (using JuiceboxBuiler-Pro v1.5.1) with 'Large Images' selected (at the default size of 2048 x 1536) using source images of 2048 x 1536 and, as they are already within the maximum images bounds, they are copied across to the 'large' folder as expected.
I've also tried with images both smaller and larger than the maximum image bounds and everything seems to work as it should (at least for myself in my own tests).

Unfortunately, I'm not sure what might be causing your problem. It's not a known issue and not something that I remember anyone reporting before (and I cannot replicate the problem myself).

The only thing I can think of that might be causing the problem is if you maybe have the 'large' folder open in another program (perhaps to inspect the images) and the other program has a temporary lock on the folder preventing JuiceboxBuilder-Pro access to it.
Try running JuiceboxBuilder-Pro with no other programs active (other than the usual system processes) and make sure that you save your gallery to a new empty folder.

If this does not help, then a fresh install would certainly be the next thing to try.
Please try the complete uninstall/reinstall procedure noted as #11 in this forum thread.

If this does not help, then perhaps you could provide some of your source images (maybe upload them in a zip file to a file sharing service such as Dropbox or Google Drive) so that I can try to replicate the problem using the same files that you use.
If you don't want to make your images publicly accessible, then just let me know and I'll email you and you can send me a download link privately.
Also, if you could let me know exactly what settings you use in the JuiceboxBuilder-Pro interface, then I'll hopefully have a better chance of reproducing your problem. (A screenshot or two might be the easiest way to let me see your settings.)

Please let me know how you get on.
Thank you.

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383 Reply by Steven @ Juicebox

(1 replies, posted in Juicebox-Pro Support)

Can I simply use WP-Juicebox for WordPress to do my homework online?

I'm not sure what you mean by this. Maybe if you explain what your homework is, I might be able to help further.

And is there an example how to embed a gallery?

Instructions on how to use WP-Juicebox can be found on the plugin's support page here.

Also (after creating a Juicebox gallery): where can upload my gallery folder to?

If you use WP-Juicebox to create a gallery, WP-Juicebox also handles the embedding of the gallery (there is no gallery folder for you to worry about).
If, however, you create a gallery on your computer with JuiceboxBuilder-Pro, then you can upload the complete gallery folder to your web server and embed the gallery using the baseUrl method of embedding documented here.
Use a 'Custom HTML' Gutenberg block (in the 'Formatting' section) to paste your baseUrl embedding code.
It does not matter where on your web server you upload your gallery folder to as long as the two paths in the baseUrl (the path to the 'juicebox.js' file and the baseUrl itself, pointing towards the gallery folder) are correct.

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384 Reply by Steven @ Juicebox

(6 replies, posted in Juicebox-Lite Support)

Harman have now published the AIR v33.1.1.502 runtime for Windows, which fixes the problems found in v33.1.1.444, on their regular download page: https://airsdk.harman.com/runtime

When installing JuiceboxBuilder under v33.1.1.502, an 'unknown publisher' warning will be displayed. Please just click through this warning. This is a known issue, noted on the AIR runtime download page (link above), which Harman still have to address.
This has no adverse effect on JuiceboxBuilder, though, which will run with full functionality under v33.1.1.502.

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385 Reply by Steven @ Juicebox

(15 replies, posted in Juicebox-Pro Support)

Harman have now published the AIR v33.1.1.502 runtime for Windows, which fixes the problems found in v33.1.1.444, on their regular download page: https://airsdk.harman.com/runtime

When installing JuiceboxBuilder under v33.1.1.502, an 'unknown publisher' warning will be displayed. Please just click through this warning. This is a known issue, noted on the AIR runtime download page (link above), which Harman still have to address.
This has no adverse effect on JuiceboxBuilder, though, which will run with full functionality under v33.1.1.502.

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386 Reply by Steven @ Juicebox

(1 replies, posted in Juicebox-Pro Support)

Hi.

Please check your links. I cannot access your website with any of the links you provided. It looks like you might have edited your post and may have copied and pasted the last two links (as they show the text for the links that would be displayed in the forum rather than the actual links themselves).

With regard to playAudioOnLoad, due to recent browser restrictions, it is unfortunately no longer possible to automatically start the audio playing as soon as the gallery loads in all browsers.
Many browsers are blocking the automatic playing of audio (and video) by default and users now need to initiate the playing of audio (and video) files themselves.

In my own tests (on a Windows 10 PC), I find that playAudioOnLoad currently works only in Edge (Chromium) and Opera (but not in Chrome or Firefox).

As unfortunate as it is, there is nothing that can be done from within Juicebox-Pro to force audio to autoplay in browsers which feature these audio/video restrictions.
Users will likely have the option of changing their browser's settings (depending on the browser) to allow autoplay of audio (and video) but this is something that the user must do. (A user's browser settings cannot be changed from within a Juicebox-Pro gallery.)

However, as long as you display the Audio Button on your gallery's Button Bar (by setting showAudioButton="TRUE"), then users can start the audio track themselves by clicking the button.

Once your links are working, I'll take a look at your galleries and see if I can figure out your other issues.
Also, please let me know what version of Internet Explorer you are testing on.
Thank you.

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387 Reply by Steven @ Juicebox

(6 replies, posted in Juicebox-Lite Support)

Further Update:

Harman's link to AIR v33.1.1.502 has now expired, too.

I have asked Harman if they would be willing to re-upload a link to v33.1.1.385 (the last official working AIR runtime for Windows) but, until such a link is available, please download v33.1.1.385 from FileCroco using the following link:
https://www.filecroco.com/download-adobe-air/

The file from FileCroco is the official Harman release of AIR v33.1.1.385 (genuine, clean and safe to use).
I found the SHA256 hash for the 'AdobeAIR.exe' v33.1.1.385 file on a Harman web page archived by archive.org (search for "https://airsdk.harman.com/runtime" and select the page dated 26 January 2021) and it matches the SHA256 hash of the file from FileCroco.

Filename: AdobeAIR.exe
Filesize: 7,689,512 bytes
SHA256: d5c8659a712145cc19b4e23ff0c731c87fefc5c100d98c963a2689c5fd97a96c

Apologies, once again, for the inconvenience.
I hope it won't be too long before Adobe AIR is back on track as Harman certainly seem to have fixed the original problem with v33.1.1.502.

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388 Reply by Steven @ Juicebox

(15 replies, posted in Juicebox-Pro Support)

Further Update:

Harman's link to AIR v33.1.1.502 has now expired, too.

I have asked Harman if they would be willing to re-upload a link to v33.1.1.385 (the last official working AIR runtime for Windows) but, until such a link is available, please download v33.1.1.385 from FileCroco using the following link:
https://www.filecroco.com/download-adobe-air/

The file from FileCroco is the official Harman release of AIR v33.1.1.385 (genuine, clean and safe to use).
I found the SHA256 hash for the 'AdobeAIR.exe' v33.1.1.385 file on a Harman web page archived by archive.org (search for "https://airsdk.harman.com/runtime" and select the page dated 26 January 2021) and it matches the SHA256 hash of the file from FileCroco.

Filename: AdobeAIR.exe
Filesize: 7,689,512 bytes
SHA256: d5c8659a712145cc19b4e23ff0c731c87fefc5c100d98c963a2689c5fd97a96c

Apologies, once again, for the inconvenience.
I hope it won't be too long before Adobe AIR is back on track as Harman certainly seem to have fixed the original problem with v33.1.1.502.

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389 Reply by Steven @ Juicebox

(6 replies, posted in Juicebox-Lite Support)

Update:

Harman's link to AIR v33.1.1.385 has expired.

Until Haman publish a fixed version of AIR on their public download page, please use v33.1.1.502 from this page:
https://transfer.harman.com/message/yAj … vio19j765S

I have tested v33.1.1.502 myself and it works well (just like v33.1.1.385 did).

Go to forum: Juicebox-Lite Support

390 Reply by Steven @ Juicebox

(15 replies, posted in Juicebox-Pro Support)

Update:

Harman's link to AIR v33.1.1.385 has expired.

Until Haman publish a fixed version of AIR on their public download page, please use v33.1.1.502 from this page:
https://transfer.harman.com/message/yAj … vio19j765S

I have tested v33.1.1.502 myself and it works well (just like v33.1.1.385 did).

Go to forum: Juicebox-Pro Support

391 Reply by Steven @ Juicebox

(5 replies, posted in Juicebox-Pro Support)

v1.5.1.3 was the key.

That's great to hear! Thank you for letting me know.

Stephen, you can mark this SOLVED!

Will do!

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392 Reply by Steven @ Juicebox

(5 replies, posted in Juicebox-Pro Support)

You can download the latest version of WP-Juicebox (v1.5.1.3) from its own support page here.
Upgrading should fix your problem. The first bugfix listed on the Version History page for v1.5.1.3 is:

  • Fixed bug whereby 'Add Juicebox Gallery' button did not display for Gutenberg editor in WordPress 5.6

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393 Reply by Steven @ Juicebox

(5 replies, posted in Juicebox-Pro Support)

When I created a new post, the Add Juicebox Gallery button is missing.

This is certainly a problem but one which I cannot replicate myself.
I've just installed WP-Juicebox v1.5.1.3 under WordPress 5.7.2 and the 'Add Juicebox Gallery' button appears to the right side of the Gutenberg toolbar (next to the 'Preview' and 'Publish' buttons) as expected.
Are you using the built-in Gutenberg editor or the Classic editor a different custom editor?

Maybe you have a plugin which is somehow interfering with WP-Juicebox's functionality.
Try deactivating all your plugins (other than WP-Juicebox) and reactivate them, one-by-one, checking to see if  the 'Add Juicebox Gallery' button appears after each one to see if you can find a plugin which is conflicting with WP-Juicebox.

When I view the post, though, it is ignoring the Pro Options and is displaying the Juicebox button in the bottom left corner of the gallery.

This is a sure sign that the update from Juicebox-Lite to Juicebox-Pro has not been successful. (The Juicebox logo does not appear in the lower right corner of any Pro galleries.)
Please try the Upgrading to Juicebox-Pro instructions again, making sure that you use the 'jbcore' folder from the Juicebox-Pro zip file and that you definitely overwrite the existing Lite 'jbcore' folder in the 'plugins/wp-juicebox' directory.

Please let me know how you get on.
Thanks!

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394 Reply by Steven @ Juicebox

(2 replies, posted in Juicebox-Pro Support)

Just a quick addition which I forgot to put in my post above...

In addition, I cannot edit the Gallery Folder listed in the address window. No cursor appears.

That in itself is not a problem. The Gallery Folder text field is not editable. It is simply a visual confirmation of the folder which has been selected via the 'Browse...' button.

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395 Reply by Steven @ Juicebox

(2 replies, posted in Juicebox-Pro Support)

It sounds like there's an underlying problem with Adobe AIR on your system.
As you are aware, clicking the 'Browse' button should open your system's native file chooser window.
I'm not sure what would prevent the file chooser window from displaying correctly but here are a few things to try:

Suggestion #1
If you have any third-party anti-virus or security software installed, then please try temporarily disabling it in case it is somehow interfering with JuiceboxBuilder-Pro's functionality.
(Please do so at your own risk and be sure to disconnect from the internet first.)

Suggestion #2
Clear all JuiceboxBuilder-Pro preferences and settings.
(1) Close JuiceboxBuilder-Pro
(2) Delete the following folders manually:

  • /Users/Username/Library/Application Support/Adobe/AIR/ELS/JuiceboxBuilder-Pro

  • /Users/Username/Library/Preferences/JuiceboxBuilder-Pro

(3) Run JuiceboxBuilder-Pro to see if this has resolved the problem.

Suggestion #3
Try uninstalling and then reinstalling Adobe AIR and make sure that you are using the latest version (v33.1.1.444).
You can download it from here: https://airsdk.harman.com/runtime
The problem sounds like an issue with Adobe AIR integrating with your operating system so hopefully a clean AIR installation will help.

Suggestion #4
Make sure that your operating system is up to date and that you have the most recent graphics drivers installed.

I hope that one of these suggestions helps you to resolve your problem.
Please let me know how you get on.
Thank you.

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396 Reply by Steven @ Juicebox

(1 replies, posted in Juicebox-Lite Support)

On Android, the only browsers that are officially supported are the stock browser and Mobile Chrome.
If the gallery is not your own and you are using a different browser to view it, then it may be unlikely that there is anything you can do to get it to work.

Having said that, if you can provide me with some additional information, I'll dig a little deeper and hopefully at least be able to determine why the problem is occurring. (Maybe the browser does not support external XML files, or maybe there's a syntax problem with the gallery's XML file and the browser is less tolerant towards errors than Mobile Chrome or maybe the gallery uses an older version of Juicebox with a bug it in causing the problem.)

(1) Please provide a link to the gallery in question so that I can examine it myself.

(2) Does the gallery display OK in Mobile Chrome on your device?

(3) Can you view any/all galleries on our demo galleries page in the Samsung Internet app?

(4) What is the version number of the Samsung Internet app that you are using (so that I can search the internet for any known issues)?

(5) Please check the Samsung Internet app's security settings to see if there are any options which might restrict the loading of external XML files (such as a Juicebox configuration file).

With a little more information, we should hopefully be able to get to the bottom of this issue.
Thanks!

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397 Reply by Steven @ Juicebox

(15 replies, posted in Juicebox-Pro Support)

In a comment from a Harman GitHub Issues topic a couple of hours ago, A J W Frost (Harman staff) released a link to a web page containing Windows AIR runtime installers for v33.1.1.385 (the previous version) and v33.1.1.476 (a pre-release version).

You can now download v33.1.1.385 directly from Harman (without relying on software mirror sites).
I have experienced problems with the pre-release version (v33.1.1.476) so I would recommend using the last stable version (v33.1.1.385) for the time being.

Links:

Issues topic: https://github.com/airsdk/Adobe-Runtime … -833331811
AIR v33.1.1.385 temporary download page: https://transfer.harman.com/message/BYb … oGVLJ9CpSN
Harman AIR runtime download page (still offering v33.1.1.444): https://airsdk.harman.com/runtime

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398 Reply by Steven @ Juicebox

(6 replies, posted in Juicebox-Lite Support)

In a comment from a Harman GitHub Issues topic a couple of hours ago, A J W Frost (Harman staff) released a link to a web page containing Windows AIR runtime installers for v33.1.1.385 (the previous version) and v33.1.1.476 (a pre-release version).

You can now download v33.1.1.385 directly from Harman (without relying on software mirror sites).
I have experienced problems with the pre-release version (v33.1.1.476) so I would recommend using the last stable version (v33.1.1.385) for the time being.

Links:

Issues topic: https://github.com/airsdk/Adobe-Runtime … -833331811
AIR v33.1.1.385 temporary download page: https://transfer.harman.com/message/BYb … oGVLJ9CpSN
Harman AIR runtime download page (still offering v33.1.1.444): https://airsdk.harman.com/runtime

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399 Reply by Steven @ Juicebox

(12 replies, posted in Juicebox-Pro Support)

I appreciate the additional notes (and I'm glad that you have found a workflow that works for you) but I still don't fully understand your image ordering problem. (I guess I just don't know what order you'd like your images to be in. It sounds like you're looking for a non-algorithmically-sortable custom order.)
In JuiceboxBuilder, you can automatically order images by file name or by file date (using the 'Images -> Sort' option from the drop-down menu at the top). If neither of these two ordering structures is what you are looking for, then the only two options (to achieve a custom order) would be:
(1) drag and drop images into a custom order on the 'Images' tab.
(2) rename your images in the desired order so that the file name order works.
If you're looking for a custom order, then I don't think there's a third option and if what you are currently doing (#2) is faster than the alternative (#1), then stick with it!

I tried using the Lightroom plugin, and as much as I like it, when I get to embedding the output into the pages, I continually got lost.

Embedding a gallery generated by the Lightroom plugin is the same as embedding a gallery generated by JuiceboxBuilder.
The only difference is where you get the embedding code from.
In JuiceboxBuilder, you can copy the embedding code directly from the 'Publish' tab.
For the Lightroom plugin, open the gallery's index.html' file in a plain text editor and copy everything between the <!--START JUICEBOX EMBED--> and <!--END JUICEBOX EMBED--> tags.
Everything is the same thereafter.

With regard to the semi-colon, no problem. As you suggest, a stray semi-colon will not break anything (but if we knew where it was, we could perhaps tidy up the code).

In any case, I'm glad you've been able to work around your problems and that things are going well.
Your website looks great!

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400 Reply by Steven @ Juicebox

(12 replies, posted in Juicebox-Pro Support)

I'm glad that you've got the linkURL problem sorted out. Thank you for letting me know.

I'm not sure I understand the problem you are having with image ordering in JuiceboxBuilder-Pro.
It sounds like you're happy with the workaround that you are using (the Lightroom plugin) and that's great.
Just in case it helps, though, it is possible to reorder images on JuiceboxBuilder-Pro's 'Images' tab without the need to rename any images.
You can sort image by File Name and by File Date (and also both in reverse) via the 'Images -> Sort' menu from the drop-down menu at the top.
Additionally, you can drag and drop thumbnails on the 'Images' tab into a custom order. (Ctrl+Clicking a selection of thumbnails and Shift+Clicking a block of images also works.)

With regard to embedding a gallery into an existing web page alongside other content, a gallery created by the Lightroom plugin is essentially exactly the same as a gallery created by JuiceboxBuilder-Pro.
There may be slight formatting differences (whitespace) in the output files but the gallery structure and methods of embedding are identical to one another.

You can follow the regular Embedding in a HTML Page instructions documented here for Lightroom plugin-generated galleries (just like you have done for JuiceboxBuilder-Pro galleries).
The Lightroom plugin does not present the embedding code (like JuiceboxBuilder-Pro does on the 'Publish' tab) but you can grab it from the gallery's 'index.html' file.
Just open the gallery's 'index.html' file in a plain text editor and copy everything between the <!--START JUICEBOX EMBED--> and <!--END JUICEBOX EMBED--> tags. That's the embedding code that the instructions (here) refer to in Step #3.

Alternatively, you could use the baseUrl method of embedding documented here.
This method allows you to keep the gallery as a self-contained entity in its own folder (rather than copying the contents of the gallery folder into the folder containing the page with the gallery's embedding code), but you'll need to tweak the embedding code slightly. You'll need to:
(1) Make sure that the path to the 'juicebox.js' file (in the <script> tag at the top of the embedding code) is correct.
(2) Add a baseUrl entry to the embedding code to point towards the gallery folder.
(3) Adjust the image paths in the SEO content.
Check out the instructions for an example.

3. I did look into the javascript file for errors and the only thing found was an extra semicolon that did not make any difference when it was removed, so I returned it.

Incidentally, I meant to ask, where exactly did you find the extra semicolon? As you say, it's probably not a problem but it sounds like it does not need to be there. If you could let me know where it is, I'll let the developers know. Thank you.

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