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Depending on the complexity of your support issue it's usually between a few minutes and 48 hours. When we expect longer delays we will notify you.

What we support

Support is available only for the PRO versions of our software & only to users having an active subscription (no exceptions*! If your subscription has expired, then we won't provide any support). Support is also available for users of our services. As a general rule of thumb - the more details you provide about your issues, the higher your chances of getting support are. Whenever possible add screenshots & give us a link to a page where we can observe the issue.

^{* Except for the FREE LoginSecure Framework which is mandatory for our PRO extensions.}

Full Support Policy

LoginSecure Slideshow: Slideshow is visible in the DOM but not on the webpage?

Most of the time this is due to a conflict with the template it is installed on and/or the fact that the option Module Height (%/px)* is not set in the module parameters.

This setting is located inside the "Styling Tab" under "Extension Styling".

Troubleshooting Steps

STEP 1: Switching from units for testing.

If you have already set the height in percentage and the slideshow does not show up then please try it in pixels (Example: 500px).
- When the video element shows up then there is a conflict between the slideshow and your template.
  - Please check via your browsers Developer Tools where the conflict is or create a ticket.
- If it does not show up please continue to step 2.

STEP 2: Making the units important.

Now please modify the 500px that you put in at step one to (Example: 500px!important).
- When the video element shows up then there is definitely a conflict between the slideshow and your template.
  - Please check via your browsers Developer Tools where the conflict is or create a ticket.
- If it does not show up please continue to step 3.

STEP 3: Switching themes.

Try switching from theme and don't forget to set the height again to 500px!important.
- When the video shows up now then the problem is related to only the other theme.
  - Meaning that we should really take a look at what is causing this behavior so please create a ticket.

*The Module Height setting is locked to the selected theme so it is possible that when you switch themes you need to set this setting again for the new theme.

KB Article: https://loginsecure.eu/helpdesk/knowledgebase/view-article/69-loginsecure-slideshow-slideshow-is-visible-in-the-dom-but-not-on-the-webpage