Top Tips for Support

[James S!]

I thought I'd write up a few top tips for faster support in the forums

Top 5 Essentials

1. Links

• Always post a link to your website, whether it be a new thread, a new post or just a follow on post
• Always post a link with the http:// or www. prefix
• Ensure that the link is to the specific page which is experiencing the problem

2. Screenshots

• A screenshot is usually the best way to describe layout issues
• If it is browser specific, post comparative screenshots between the working and non-working browsers
• If applicable, add notes to the screenshot to highlight and explain the issue
• Make sure the screenshot is in JPG or PNG format only

3. Joomla Version

• Always provide the Joomla version you are using as it dictates the solution such as 1.5.3
• Try to always use the latest version of Joomla

4. Check the Demo

• Does the demo work for you? If so, state that it works for you but your site doesn't
• Did you use the RocketLauncher? If not, try to use it as you know that the demo works so its a good base to start from

5. Browser Names/Versions

• State what browser is experiencing a problem
• State whether it is browser specific
• State the browser version, this is very important. IE could be IE6, IE7 or IE8 and all behave differently

Top Causes of Problems

1. Javascript:

• Ensure you do not have extensions which don't use mootools such as jquery or prototype
• Ensure you do not have more than one mootools file being loaded
• Check to see if there is an error in Firebug

Check my Javascript video tutorial in my Signature for practices on how to identify JS problems

2. Template Name/Version

• Try to always use the latest version of template as we update with bug fixes

3. Modifications

• If you modify something and it breaks, then its your code change which is the problem. Therefore, always backup before you make modifications and keep backups of everything.
• If in doubt, backup and upload a fresh template

4. Joomla Version

• Ensure you are using the most up-to-date version of Joomla. Problems can be related to old J! versions

5. Extensions

• Keep track of what you are adding incase it breaks your website

6. Reinstall

• Quite a lot of problems are related to corrupt downloads or corrupt uploads. Download a fresh copy and reinstall and fix lots of issues

Search

Most questions will already have answers on this forum, in whatever format that maybe, so my ultimate recommendation to you is to search, but use the advanced search. I can guarantee that you will find essential information in helping your issue.

If you have any ideas, feel free to post them

[1221]

Hey James -

I have been in the forums for months but had never seen this post. I usually go right to the template I am working with. It may be helpful to post this at the top of each template section.

Just a thought.

[Thomas Breeze]

I agree. This is very helpful. Should be anchored in each forum category.

[ben reytblat]

Hi, James,

These are great hints! Thanks.

But what do I do when I post a message on the appropriate thread, and it gets ignored after 6 days? And also, when I follow that up with a short, polite, to the point, private mail to one of the main developers, and that gets ignored, too.

Yes, I am a fully paid-up, but also somewhat frustrated, club member.

[James S!]

Hey Ben,

I have responded to your post. I have added an extra item to the Top Tips for support, which is Search. As your question had been asked before, a search would provide the answer for you instead of having to wait. However, do note that this isn't an excuse for the delay in the reply or an adversarial comment but just a general statement on the usefulness of trying to find the information within this forum which, for the most part, should exist. Although, I do contest that it may not be easy to find

Again, apologies for the delay.

[ben reytblat]

Hi, James,

Thank you very much for all the great work you and the Dev team does. This site is the best in the community. I've already recommended club membership purchases to several of my clients.

My apologies for not finding the answer on my own, my Search Fu is not as strong as my Code Fu :-)

[jack dowie]

Much as I would like to find the answer to my problem in the Forum (I'm pretty sure it's there) I need Top Tips for Search! What word do I use to search for my problem? And where do I post it? I have Metamorph uploaded using the Rocket launcher (http://www.healthbook.org.uk) and I can login as admin and successfully do things like publish and unpublish, but when I try to edit/apply/save any content the whole site freezes and I can do nothing apart from Preview - and close down the browser. My host says it is nothing to do with them. Please help me be a good Support seeker!

[Taica Posada tollast]

Thank you very much for all the great work

[Jsullivan524]

Hi
I am trying find the fourm area for For paid development work,
and Someone gave it to me and when i click on link it says
You are not authorised to read this forum.


I renew my Membership today

[prim]

Have you tried clearing cache/cookies and restarted your browser before logging in again?
If that doesn't work, then drop an e-mail to the support

[Edgardo]

Hello, rockmicronews not show me the pictures i solarsentinel, Follow these examples in the demo, but does not display the thumbnail.
When I do the test on the local server is no problem, but on two web servers on which I tried not to show them

[prim]

Please post in the Solarsentinel forum Edgardo.

[ifmsa]

Hey, I want create a monthly report with php and a cron job and I want make available the file into the rockdownload section.
The problem is that I found two columns into the database (lft and rgt). I don't know what's the logic process to fill them correctly.

Can you please help with that ?
big thanks in advance ;)))

[Fotoklippet]

I have som problem with one of the affinity module positions. It dont work to take it off the site and my questions is what is the problem. The module positions is varitions i think. When i take article and show on the first side it come in that module. Please help take it off my site!!

[prim]

Fotoklippet: Wrong thread! Please create a new thread with the issues you are having.