How to Troubleshoot WordPress Plugins
This page explains how to initially troubleshoot WordPress plugins.
Last updated
This page explains how to initially troubleshoot WordPress plugins.
Last updated
Thanks for your patience as we help you work through any bugs you may be experiencing with our WordPress plugins. This guide provides a holistic overview of how to troubleshoot WordPress plugins and provide the proper information to our team in order for us to help you.
We require you to take a backup of your site so you can easily revert to the backup for the following reasons:
The troubleshooting steps below may affect your site configuration.
We may access the site and perform our own troubleshooting steps, which may affect your site configuration.
It's important to enable Debugging in WordPress to ensure errors appear on the frontend of the site, so you can include them in the ticket to us. To enable debugging, please follow these steps:
Review the instructions from the official WordPress.org team, which explains how to set the WP_DEBUG, WP_DEBUG_LOG, and WP_DEBUG_DISPLAY parameters to true.
To summarize the process, the instructions advise you to copy/paste the following code in your wp-config.php file:
One of the most common problems in WordPress is conflicts with other plugins or themes because WordPress is an open-source platform in which any developer can contribute code in the form of plugins or themes. There are no guarantees that any code will work perfectly or avoid conflicts with other code, particularly in an open-source system.
Please follow the process below to ensure you are not having any plugin or theme conflicts getting in the way of taking advantange of our plugin functionality:
Deactivate all other plugins except for the plugin(s) necessary to test the relevant functionality. In most cases, this means all other plugins should be disabled.
Activate a default WordPress theme, like Twenty Twenty Two.
Attempt to enable/configure the desired settings.
If the functionality works, you now know that it is a plugin or theme conflict. Continue with step #1 below. If the functionality continues not to work, skip to the next section and contact our team with the required details.
Reactivate each plugin/theme one-by-one, testing the desired functionality/configuration each time to see if it continues to work.
Once you've activated a plugin or your desired theme and the functionality/configuration stops working or you can't make any changes to it, then you've identified which plugin or theme is causing the conflict.
Please email our support team with an explanation of the conflict to our support email address at the bottom of this document, and we'll see what we can do to resolve it.
When contacting our team, please kindly work with us to provide all the relevant information and details we need. It's necessary to first follow the steps above before contacting our team, otherwise, you may simply be wasting your time and our time and reaching a solution will always take longer.
Please provide all of these required details when contacting our team:
Confirmation to us that you have taken a backup of your site.
Confirmation that you have attempted to test plugin/theme conflicts using the process explained above.
A full description of how to reproduce the problem, ideally including screenshots or screen share video.
WP-Admin Administrator level credentials.
FTP/SFTP credentials.
Any errors appearing after enabling the WP_Debug mechanism explained above.
We strive to respond to all support requests within 24 hours, M - F, 9am - 6pm PDT. We greatly appreciate your patience and look forward to getting any issues 100% resolved.
Sign up for sentry.io and install the Sentry WordPress plugin.
https://wordpress.org/plugins/wp-sentry-integration/
Coonnect it to the Sentry Dashboard and track PHP and Javascript browser errors.
Then, share access to New Relic so we can analyze the logs.
If you're using a payment plugin with Stripe, we will need Developer level access to your Stripe using our support email address.