FREQUENTLY ASKED QUESTIONS

Here you’ll find most popular questions about our extensions, payment methods, installation, licensing, and other useful information. Please, browse the categories and discussion topics and if your question is not covered there, send an inquiry to our support team.
GENERAL QUESTIONS
Q: Upgrading/updating Magento
A: Upgrading Magento is an easy task if you use clean installation, free of any extensions or customized themes. All you need is to follow the Magento wiki guide or refer to the Magento support team and that's pretty much it.

However, in case the store is overloaded with third party extensions or utilizes responsive custom design, upgrading Magento to the latest/required version can become a challange.

If your developer or you feel lacking the required experience for migration to the required Magento version, we strongly advise contacting Magento development companies to help you out so that your store would function properly after the upgrade. As an option, you may consider migration first to test the instructions.

Or you can always reach out our support team by submitting a help desk ticket to ask for assistance with the Magento upgrade.
Q: What is the Support Period? How does it work?
A: What benefits do I get with the active support period?

Currently, all our products come with a limited-time support period. The product support covers the following:

1. access to the most recent version of the product (including new versions that come out during the period); 
2. free technical support during the period.

Once your support period ends, the extension download link won't be updated, but you still can download the installation package of the version available on the support expiration date. Technical support isn't provided, but you can continue using the installed product without any time limits.
Q: How do I manage my support periods?
A: You can manage the support periods for the products you have purchased in My Products tab in your account dashboard. From this tab, you can:

- download the extension package;
- check the support time left for the purchased products;
Q: My support period has expired, but I have discovered a bug with your extension. How do I get it fixed?
A: We do provide a lifetime bug-fix guarantee, and thus, you can report a bug anytime via the Contact Form.

However, please note that the bug report procedure differs from a technical support request.

After we receive a report, it is passed to our developers. Further on, our QA team will test the issue according to your description (so please, make sure to provide us with the detailed instructions, as in case of insufficient description, our QA specialists won't be able to reproduce the situation).

We consider a reported issue as a bug given the following is true:

- the problem can be reproduced on a clean Magento installation;
- your Magento version is officially supported by your version of the extension;
- the problem is not the expected behavior of the extension, and it is not caused by any native Magento limitation.

If the issue you have reported is confirmed as a bug of an extension, we’ll fix this issue.
Q: How do I disable Extait extension?
A: To disable any Extait extension ON MAGENTO 1, please follow the steps:
1. If you use code compilation, disable it first and then proceed to extension disablement.
2. Edit app/etc/modules/Extait_XXX.xml file (where XXX stands for the extension name/code).
3. Change "true" to "false".
4. Clear the cache.
5. If you use code compilation, click the "Run Compilation Process" button in Admin - System - Tools - Compilation to recompile.
Now the extension is completely disabled and does not affect any Magento functionality.
Please note, disabling module output under System >> Configuration >> Advanced does not deactivate the extension!

For MAGENTO 2 follow the steps:
1. Navigate to System >> Web Setup Wizard >> Component Manager
2. Find extait/[module_name] in the components list and select “Disable” action in the Actions column.
3. Follow the on-screen instructions.
Q: How do I translate Magento module?
A: If you want to translate your MAGENTO 1 extension, you have two options for that.
1. Please open app/locale/en_US/Extait_ModuleName.csv, copy it to your locale folder, for example toapp/locale/de_DE/Extait_ModuleName.csv and change the wording after the ","  so the line will look like "Product review","Testbericht".
2. Alternatively, you can use inline translation (provided the necessary language packs have been installed). Please go to admin/system/configuration/developer, choose the storeview you want to translate and enable inline translation for it. Then go to the front end, select text and translate it. Disable this option and clear the cache when you finish the translation.

If you want to translate your MAGENTO 2 extension, you have two options for that.
1. Please open app/code/Extait/ModuleName/i18n directory. Copy en_US.csv file to de_DE.csv (or any other desired locale). In the newly created file change the wording after the "," so the line will look like "Product review","Testbericht".
2. Alternatively, you can use inline translation (provided the necessary language packs have been installed). Please go to admin/system/configuration/developer, set “Enabled for Storefront” option to “Yes” and clear the Magento cache. Then go to the front end, select text and translate it. Disable this option and clear the cache when you finish the translation.
Q: Can I test Extait extension on a staging site before transferring it to a live one?
A: Yes, you can install any Extait extension on a test site and configure all the settings there before doing it on your live store.
Q: Can I get a refund if an extension doesn’t suit me?
A: Absolutely. Extait provides a 30-day money-back guarantee. No risks for you.
Q: Can I request a free trial?
A: Extait doesn’t provide any trials. But we have a 30-day money-back guarantee, so if you buy an extension and it doesn’t suit you in any way, you can request a refund with no risks on your side.

Moreover, most of our extensions have demos, where you can see how our modules work.
Q: What documents and files are included in the package?
A: Each Extait extension pack includes module files, an installation guide, a user guide and license text. Depending on the extension you purchase, there also may be import files which you can use as examples.
Q: Can I get an access to the source code of your extensions?
A: Yes, the source code of Extait extensions is open.
Q: What is Cron?
A: To quote Wikipedia, 'cron is a time-based job scheduler in Unix-like operating systems'. Its functions are similar to Windows Task Scheduler that allows you to specify actions to be run after a certain interval. This can be useful for running daily backups or deleting your logs at the end of every month.

If you need more information how to configure and run Cron for Magento 1 and 2, find out it here http://devdocs.magento.com/guides/v2.0/config-guide/cli/config-cli-subcommands-cron.html?_ga=1.242419906.1949623244.1469117983.
Q: Does the extension require any manual adjustments?
A: No manual actions are required. You just install the extension as usual, and it starts working automatically.
Q: What are the minimal system requirements and permissions?
A: Basically, installer’s system requirements are the same as the Magento one’s. The only vital requirement which differs the installer system from Magento is the necessity to write permissions on /var/ directory for a webserver user (usually apache or the same user which have the ftp access). While it is not a vital requirement for Magento’s work it is still a desirable one as it makes Magento’s work much more stable and transparent.
Q: How do you provide Support?
A: We provide support and bug-fix services via a support ticket system on the product pages, Monday – Friday, 9 am - 5 pm GMT+3/ UTC (4 am -12 pm EST). To request support service, please submit a ticket as a question in the product’s support tab .
Q: How long does it usually take to get a response for my support ticket?
A: We usually respond within 24 hours on weekdays. If you submit your ticket late Friday-Sunday, the response might be delayed. Please don’t create multiple support tickets, as it won’t speed up our response but will only delay it. We recommend keeping all the communication within one initial ticket.
Q: Do I qualify for free support services?
A: We provide free support services for 6 months since the product purchase date and absolutely free email support. Free support does not include achieving compatibility with third party solutions and is not provided if the Product has been customized. When individula support efforts are required the Customer will be offered either a paid support service or refund of the Product cost.
Q: I've submitted a ticket but haven't received a reply for more than 24 hours. Why is it taking so long to get a reply?
A: First of all please make sure the ticket was submitted and you are able to receive our replies. Whenever you submit a ticket our support system will send you an automatic email confirming the receipt of your request. If you do not see this automatic email, please check your SPAM folders and make sure your mailbox is not over quota. If you still cannot find the automatic confirmation email in your mailbox please try to resubmit your request.

I have the confirmation email in my mailbox but haven't received a reply for a few days already.

If this wasn't during weekend please submit a new ticket to https://extait.com/support. Although it's a rare case but sometimes tickets happen to get the wrong status assigned which leads to a delayed reply. We will make sure the ticket gets routed to the appropriate support engineer. 
Q: Are your extensions compatible with the 3rd party extensions/themes?
A: We try to minimize potential conflicts with the 3rd party extensions when developing our products. However, we can’t take responsibility for the quality of 3rd party products and our modules being incompatible with some 3d party products. If you think that there might be a problem, it’s highly recommended to test both modules together on test installation. Also, note that free support does not include achieving compatibility with third party solutions and can be provided only on a paid basis.
Payments
Q: If I buy an extension, how would I get it?
A: After you make a purchase, the order will appear in the "My Orders" section at your personal account page:
https://extait.com/sales/order/history/

You must be logged in to view your orders.

As soon as the order status becomes completed the purchased extensions appear in the «My Downloadable Products» section:
https://extait.com/downloadable/customer/products/

Here you can see and download installation packages of the extensions you have purchased. Each package contains the extension files and a short readme file with installation and other instructions.
Q: Do you have demo/trial versions of your products?
A: We have created a set of demonstration websites based on Magento CE to show you how our themes look like and how our extensions work. You can view the list of available demos right under the main image at the product (extension or a theme) details page.

Extension demos are of both types: frontend and backend, so you may not only see how the extension looks like but also try to configure it and add your own content.

Unfortunately, we don't have trial versions of our products available for download before purchasing.
Q: I need an invoice for my last order, where can I find it?
A: To get the invoice, follow the steps:
· go to the Dashboard section at your account page;
· choose the required order under the Recent Orders block (if required, click View All link);
· click the View Order button;
· click the Invoices button;
· print out the desired invoice.
Q: How can I pay for Extait extensions?
A: We support a full range of payment methods so you could choose the most convenient one. The most common means are credit card or  Bitcoins. Security and fraud protection are guaranteed.
Q: What is the license policy? On how many websites can I use Extait extensions?
A: Our license allows you to use a single extension license on one Magento installation.

Extension is not domain related, but installation is related. If you run several domains on the same Magento installation, you can use one extension license. However if you run each website on a new Magento installation, you need a separate license for each of it.

The full end-user license agreement is located here: http://extait.com/license.
Q: Is my payment secure?
A:  Yes. Extait neither collects nor stores the information about clients’ credit cards. All the credit card data is entered on the STRIPE payment gateway.
Installation
Q: How to re-index data?
A: There are two ways to re-index data in MAGENTO 1:
1. In order to re-index the products catalog data, go to Backend » System » Index Management. Select all elements, choose the Reindex Data action and click the Submit button. It’s not necessary to re-login to complete the operation.
2. If you have a very large Mageno installation with thousands of products, dozens of attributes and several storefronts then the first way of re-indexing may take too much time. In this case you can use server console to re-index data. Connect to the server with any ssh client. Navigate to your Magento root directory. Run the following command: “php shell/indexer.php --reindexall”.

In MAGENTO 2 indexes are always re-indexed by cron. But there is a way to run re-index manually from server console if it’s necessary. Connect to the server with any ssh client. Navigate to your Magento root directory. Run the following command: “php bin/magento indexer:reindex”.
Q: How to install Extait Magento 2 extension?
A: Each Extait extension pack includes module files, an installation guide, a user guide and license text. Depending on the extension you purchase, there also may be import files which can be used by you as examples.

Extait extensions are easy to install. All you need is to have FTP/SSH access details, and follow next steps. For MAGENTO 1:
1. If you are using code compilation, before installing the extension it is necessary to disable it!
2. Unpack a "zip" file you download.
3. Upload all files to the root folder of your Magento installation.
4. Clear Magento Cache in Admin >> System >> Cache Management
5. Click the "Run Compilation Process" button in Admin >> System >> Tools >> Compilation to recompile if you are using code compilation.
6. You may need to re-login into admin area in case you are facing 403 errors while trying to access new extension’s administration or configuration sections.

For MAGENTO 2:
1. Unpack a "zip" file you've downloaded.
2. Upload all files to the root folder of your Magento installation.
3. Navigate to System >> Web Setup Wizard >> Component Manager
4. Find uploaded extait/[module_name] in the components list and select “Enable” action in the Actions column.
5. Follow the instructions on screen.

Are you still unsure? Do you have complicated configurations or a lot of modules? We can offer professional installation service as well!
Troubleshooting
Q: Error “404 not found” in backend after installation
A: I installed an extension and now get the “404 not found” page in the backend. How can I fix it?

It is most likely that you were logged in the backend.
The solution is simple:
1. Log out from your admin panel.
2. Clear the store cache in var\cache.
3. Log in back.
Q: Installation problem: Blank page (Magento 1)
A: Sometimes it may happen that you navigate to one of the extension backend pages and see it blank. It can be caused by one of the following reasons:
1. The extension output is disabled. In this case, navigate to System > Configuration > Advanced > Disable Modules Outputand check if the extension output is disabled there.
2. Magento can't find the appropriate template file to display the requested page or file permissions are not enough for Magento to read the template. In this case you should check file permissions set to every extension template file which are most likely stored into /app/design/adminhtml/default/default/template/...
3. A fatal error appeared during building up the page. To find out what is the error message, you can turn on Magento exception logging, request this page one more time and look into the exception log.
Q: Installation problem: Class 'Mage_Xxxxxxxxxxxxxxxxxx_Helper_Data' not found (Magento 1)
A: When installing an extension, you may encounter an error displaying a message like this:

Class 'Mage_Nameoftheextension_Helper_Data' not found in /.../.../.../app/Mage.php

That could happen due to several reasons, and the most common ones are:
1. You forgot to copy files and folders from the installation package to your Magento root folder during installation. In this case the installation cannot be completed, you should copy all the files and folders from the package.
2. You haven't cleared Magento cache right after the installation.
3. You haven't turned off the Magento compilation feature before the extension installation. In this case, we suggest rolling back current installation, turning the compilation off and making a new fresh installation of the extension.
Q: How to re-index data?
A: There are two ways to re-index data in MAGENTO 1:
1. In order to re-index the products catalog data, go to Backend » System » Index Management. Select all elements, choose the Reindex Data action and click the Submit button. It’s not necessary to re-login to complete the operation.
2. If you have a very large Mageno installation with thousands of products, dozens of attributes and several storefronts then the first way of re-indexing may take too much time. In this case you can use server console to re-index data. Connect to the server with any ssh client. Navigate to your Magento root directory. Run the following command: “php shell/indexer.php --reindexall”.

In MAGENTO 2 indexes are always re-indexed by cron. But there is a way to run re-index manually from server console if it’s necessary. Connect to the server with any ssh client. Navigate to your Magento root directory. Run the following command: “php bin/magento indexer:reindex”.
Q: I have questions about installation of Extait extension for Magento 2. Who can help me?
A: For all issues relating to Extait extensions you can contact our Support team. It works Monday – Friday, 9 am - 5 pm GMT+3/ UTC (4 am -12 pm EST). To request support services, please submit a ticket in the Support tab here https://extait.com/support.
Q: I've submitted a ticket but haven't received a reply for more than 24 hours. Why it's taking so long to get a reply?
A: First of all please make sure the ticket was submitted and you are able to receive our replies. Whenever you submit a ticket our support system will send you an automatic email confirming the receipt of your request. If you do not see this automatic email, please check your SPAM folders and make sure your mailbox is not over quota. If you still cannot find the automatic confirmation email in your mailbox please try to resubmit your request.

I have the confirmation email in my mailbox but haven't received a reply for a few days already. If it wasn't during weekend please submit a new ticket. Although it's a rare case but sometimes tickets can get wrong status assigned to them and are not replied in a timely manner. We will make sure the ticket gets routed to the appropriate support engineer. 
Licenses
Q: Where can I find the extension license key?
A: Extensions from Extait have no license keys. We don't use this method to check if the license conditions are compliant.
Q: I run several web-stores. Do I have to purchase several copies of an extension?
A: One extension license goes per one Magento installation. It means that if you run your multiple stores by the same Magento installation (Magento allows that) you don't have to buy additional licenses. If you are planning to use our products within several different Magento installations, you need to buy as many extension licenses, as many Magento installations you have.

However, there's one more thing you should consider: if you purchase our products, you may install them to your Magento development website. We assume a website to be development if it's not public and if it has no real orders / customers. In this case you don't need to have additional licenses. You may install extensions to your production and to your development websites under the same license.
© Extait, 2018