Plugin Support
Bruce
(@ninjateamwp)
Hi @kriggity ,
I would like to clarify that of the 4000+ users of this plugin, no one else is facing the issue you reported. Which confirms that there is a CSS conflict somewhere on your site, that we can only fix by inspecting the page and determining the CSS conflicting code and thus resolving it for you.
We requested a temporary access to the site to assist, and you declined, and also did not give a chance to discuss any possible alternatives via the chat.
By the way, the chat’s responsiveness was not as “bare” as you described it, because all your messages were replied within the minutes.
So, I hope you can be patient and cooperate with us in resolving this isolated issue for you.
I can suggest a Teamview session and you can continue receiving support via the chat.
Looking forward to hearing back from you.
Regards.
@ninjateamwp “We requested a temporary access to the site to assist”
While I know you have the best of intentions, it’s forum policy that you not ask users for admin or server access. Users on the forums aren’t your customers, they’re your open source collaborators, and requesting that kind of access can put you and them at high risk.
If they are paying customers (such as people who bought a premium service/product from you) then by all means, direct them to your official customer support system. But in all other cases, you need to help them here on the forums.
Thankfully are other ways to get information you need:
Ask the user to install the Health Check plugin and get the data that way.
Ask for a link to the http://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
Ask the user to create and post a link to their phpinfo(); output.
Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again (the Health Check plugin can do this without impacting any site visitors).
Ask the user for the step-by-step directions on how they can reproduce the problem.
You get the idea.
We know volunteer support is not easy, and this guideline can feel needlessly restrictive. It’s actually there to protect you as much as end users. Should their site be hacked or have any issues after you accessed it, you could be held legally liable for damages. In addition, it’s difficult for end users to know the difference between helpful developers and people with malicious intentions. Because of that, we rely on plugin developers and long-standing volunteers (like you) to help us and uphold this particular guideline.
When you help users here and in public, you also help the next person with the same problem. They’ll be able to read the debugging and solution and educate themselves. That’s how we get the next generation of developers.
Plugin Support
Bruce
(@ninjateamwp)
Hi @moderator ,
Thank you so much for reminding me of the policy I’m already aware of and that I’ve been upholding for years on this forum.
Sometimes, we also get a little carried away (especially when users become very impatient, and our ‘little, but passionate support minds’ just want to help them as soon as possible).
I hope @kriggity can try using the Health Check plugin and follow the other recommended procedures by forum moderator to debug the issue and on the last option, try a Teamview schedule with our tech team if all else fails?
Kind regards,
Bruce
