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Offline lousyfool
Free Member
Posts: 19
Posted on: January 14, 2014, 10:21:46 AM

I have a developer who has a Mac is currently trying to replicate this on his end. I'll let you know the results.

Hi there,
Any news on this?

Thanks,
LF
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Offline snaddy
Free Member
Posts: 10
Posted on: January 14, 2014, 01:20:32 PM

I'm having the same issue. My Macbook pro get really sluggish after having Helion open for a while. I also get the chrome death screen. Have to close existing tabs and open new ones to access shape5 or my Helion site.
I researched and found the activity monitor showing google chrome helper hogging significant real memory. This happens only when I have tabs open for shape5 site and Helion. Not sure which is causing the hogging but I see several instances of google chrome helper in the activity monitor. I presume its one for each tab open for shape5 site, my Helion site, control panel admin site for Helion, shape5 forum site and a shape5 tutorial site.
I found a recommended solution to fix the chrome helper hugging of resources at https://discussions.apple.com/message/23823784#23823784. User ascii provides a temporal fix that seem to be working for me for now except I have to manually click play for adobe flash to work for media to play in chrome. Its a clue about what may be conflicting with Helion or shape5 site. My situation may be peculiar to me but have similarities with others. 
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Offline mikenicoll
Free Member
Posts: 20162 WWW
Posted on: January 14, 2014, 06:13:37 PM

Hello,

We are still doing internal testing to see if we can replicate. Once the issue has been identified we will work to come up with a resolution for the problem. Unfortunately we have no ETA as this is an isolated issue that cannot be easily replicated on multiple systems.

Needless to say once we identify and fix the problem you will all be notified.

Regards,

-Mike
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Offline lousyfool
Free Member
Posts: 19
Posted on: January 15, 2014, 01:16:46 AM

Needless to say once we identify and fix the problem you will all be notified.

Ok, thanks!
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Offline idsl
Free Member
Posts: 4
Posted on: January 17, 2014, 09:52:10 AM

Just to add - I've noticed the same problem with Firefox and Chrome (not tested in IE or Safari). It seems worse when the window is maximised. I'm using Windows 8. Same problem both on your demo, and on a site I'm creating on our own hosting (United Hosting).
Screenshot of the Script error I see in Firefox attached.

Graham
« Last Edit: January 17, 2014, 09:54:03 AM by idsl »
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Offline lordoflb
Free Member
Posts: 3
Posted on: January 17, 2014, 10:34:42 AM

I also experienced a similar issue in Firefox. I just downloaded and installed the template yesterday and will keep an eye on how it affects browsers on various PC systems and the office iMac over the next few days. Looking forward to a fix and will post more data as I develop the site.
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Offline mikek
Free Member
Posts: 28743 WWW
Posted on: January 17, 2014, 01:11:33 PM

Hello,

We are still looking into this. We have had only one developer be able to replicate this and that was only one time. He's still looking at what might possibly be the cause because there's nothing obvious when reviewing the code that would point to one of our files. We will update this post when the testing has completed.
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Offline idsl
Free Member
Posts: 4
Posted on: January 17, 2014, 01:46:08 PM

If it's any help - I've noticed that it only seems to do it after about 30 minutes, and it's only when the browser is left open untouched (ie not clicking on anything).

I also noticed, that if I place 4 instances of the Shape5 TabShow module on a single page, it causes the problem instantly - that might help your developer replicate it. It seems OK with 3 instances of the TabShow modules, but 4 seems to cause the problem instantly (ie you don't have to wait 30 minutes). It also completely crashes the browser and you have to force close it.

I'll test your demo site on my Android tablet (Samsung Galaxy Note 2, with Chrome browser and all latest updates), and another computer, overnight and report back tomorrow.

I'll also test in Internet Explorer and see what happens.
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Offline idsl
Free Member
Posts: 4
Posted on: January 17, 2014, 03:04:20 PM

Like others above - I've just confirmed it's definitely the S5 Image and Content Fader V3 causing this issue. Unpublish it, and the problem goes away (on Windows 8 / Firefox, anyway - will test on the other devices later tonight)
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Offline mikenicoll
Free Member
Posts: 20162 WWW
Posted on: January 17, 2014, 11:43:21 PM

Hello,

Definitely let us know the results of your tests on mobile devices and we will use that to help with our debugging of the issue. It is strange that the issue would be just with the Image and Content Fader since we use it in almost every Template. It has to be a combination of a few things that are causing this.

-Mike
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Offline beazty
Free Member
Posts: 16
Posted on: January 18, 2014, 07:04:15 AM

To add to the mystery: I have the same thing, but right after loading a page.
The page loads, i see it for less then a second, and then creashes.
A reload fixes the problem. It looks random.

The only browser plugin i have installed is Adblock Plus.

I have everything up to date on Win8 and using Chrome to. Not tested with other browsers.

Greetz, Rick

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Offline mikek
Free Member
Posts: 28743 WWW
Posted on: January 18, 2014, 08:33:25 AM

Hello beazty,

We have no reports of it crashing immediately. I would definitely check that on another machine, or disable any third party extensions you might have installed.
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Offline edmedia
Free Member
Posts: 12
Posted on: January 22, 2014, 03:01:11 PM

So good it is others than me With this problem. I am working With Helion now, but still it haven't crashed, but I have other sites With S5 templates which crashes like this - especially Newsplace. If this is a common problem, maybe S5 will take a deeper look at this?

However, for the common visitor, the problem is not Critical. It is just very strange....

------------------------------

Edit 23.jan: Today the Helion crashed for me as well. It says it is due to a long term script. This was IE11. The page was working for at least one hour. Since it crashed over nigth i don't know when it happened.
« Last Edit: January 23, 2014, 01:35:03 AM by edmedia »
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Offline snaddy
Free Member
Posts: 10
Posted on: January 22, 2014, 08:10:34 PM

First time user of shape5. Im not a joomla expert but have installed several tempaltes from various developers since joomla 1.5. I Love shape5's creativity and intent to be on the cutting edge of web design which is what attracted me to them. I'm not too pleased with the customer service however.
After reading so may posts and responses from them especially relating to this helion crashing issue,here are my observations;
1. This seem to be an obvious problem and an inconvenience to the paying customer, shape5 is not acknowledging this concern.
1.  it's as if one has t beg them to react or response.
2. They shift the burden to the client on first response, to find a solution to the problem and then report back.
3. They are creative technologically but don't seem to realize the fact that good customer service is the key to retention and longevity. A satisfied customer is always a repeat customer.
Regarding this very issue of helion crashing, I have not read a single post of shape5 owning the issue, investigating and responding back in a timely manner. Helion is probably my first and last template with this creative but so unhelpful bunch.

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Offline mikenicoll
Free Member
Posts: 20162 WWW
Posted on: January 22, 2014, 11:07:49 PM

Hello,

I would suggest reading the entire thread before making accusations. See below:

1. This seem to be an obvious problem and an inconvenience to the paying customer, shape5 is not acknowledging this concern.

Quote
I have a developer who has a Mac is currently trying to replicate this on his end. I'll let you know the results.
Quote
We are still doing internal testing to see if we can replicate. Once the issue has been identified we will work to come up with a resolution for the problem. Unfortunately we have no ETA as this is an isolated issue that cannot be easily replicated on multiple systems.

2.  it's as if one has t beg them to react or response.

I don't see anyone "begging" for a response. We have replied within 24 hours to all threads and are actively working to resolve this.

3. They shift the burden to the client on first response, to find a solution to the problem and then report back.

When we are not able to "replicate" the issue on our systems the only next logical step is to ask the customer to see if they can do any more tests to further explain how to replicate the issue. Once we can replicate an issue we can work to resolve it.

4. They are creative technologically but don't seem to realize the fact that good customer service is the key to retention and longevity. A satisfied customer is always a repeat customer.

I would challenge you to find a forum with a better level of service for product support. Issues do arise from time to time such as this one where we don't have an immediate solution and further steps are necessary. However, a long time ago before I was with Shape5 I was a member of any major competitor you can think of that offers Templates and most of the time I never got a response at all.

5. Regarding this very issue of helion crashing, I have not read a single post of shape5 owning the issue, investigating and responding back in a timely manner. Helion is probably my first and last template with this creative but so unhelpful bunch.


Again if you read through the entirety of the thread you will see that this statement is incorrect.

Regards,

-Mike
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