A. Self-Service guide
The three most common issues you may encounter when the plugin does not work as described:
- Outdated software on your site: Using outdated versions of the plugin or WooCommerce or related plugins can lead to compatibility issues and functional limitations. Keeping your software up to date is crucial for maintaining a stable and secure environment.
- Conflict with your theme: Certain themes may not be fully compatible with plugins or may have conflicting code, resulting in issues with the functionality or appearance of your online store. Troubleshooting potential conflicts with your theme can help resolve these issues.
- Conflict with another plugin: Sometimes, conflicts can arise between our plugins and other plugins installed on your site. These conflicts can cause unexpected behavior, errors, or even site crashes. Identifying and resolving conflicts between our plugins and other plugins is important for smooth operation.
By addressing these common issues through conflict testing, we can work towards resolving the problems you are experiencing with your WooCommerce store and ensure its optimal performance.
B. Site Access Requirement
We want to clarify that requesting site information is not a routine procedure unless it is necessary to identify the underlying issue. Typically, we only ask for site information when there is no clear indication of the problem and we need to investigate potential conflicts with third-party plugins or themes, or for typical cases with the plugins which have not ever encountered before.
We provide customers with the option to conduct a pretest to help identify the issue beforehand. Once the issue is identified, customers can choose to seek our assistance by voluntarily providing their site information. It is important to note that we always prioritize customer privacy and seek explicit permission before requesting any site information.
Our intention in requesting site information is solely to address technical issues and ensure smooth plugin usage. We understand the sensitivity of site data and treat it with utmost confidentiality and respect.
C. Other Communication Channels
If you are unable to provide site information for issue checking, we offer support through the following channels:
- Examine the staging site: If you are unable to provide specific information about your website, we can assist by examining the staging site. This allows us to access a replica of your website in a controlled environment, where we can investigate and troubleshoot the issues you are experiencing.
- Live connection via TeamViewer or AnyDesk: Another option we offer is establishing a live connection to your computer using remote desktop software such as TeamViewer or AnyDesk. With your permission, we can remotely view your screen and interact with your website directly. This enables us to observe and diagnose the problem in real time, providing immediate support and guidance.
To help us address the issue effectively, it would be highly beneficial if you could provide instructions on how to replicate the error. This information allows us to recreate the problem on our end, making it easier for us to identify the root cause and find a solution. Additionally, any further information, demonstrations, videos, or screenshots you can provide are greatly appreciated as they can help us gain further insights into the issue and expedite the resolution process.
D. Recommend the fastest way to create a staging site for pretesting
To create a staging site for pretesting purposes, we recommend the following steps for the fastest and efficient setup:
- Clone your production site: Begin by making a duplicate copy of your production site. This can typically be done through a staging feature or plugin provided by your content management system (CMS) or hosting platform.
- Utilize a staging environment: Many hosting providers offer staging environments as part of their services. These environments are designed specifically for testing and allow you to create a separate staging site with a few clicks. Check if your hosting provider offers this feature and take advantage of it.
- Use a staging plugin or tool: If your CMS doesn’t have a built-in staging feature, consider using a staging plugin or external tool. These tools enable you to create a staging site by cloning your production site and provide additional functionalities for testing and debugging.
- Restrict access to the staging site: Ensure that the staging site is only accessible to authorized individuals. Implement password protection or IP whitelisting to prevent search engines and unauthorized users from accessing the staging environment.
- Avoid indexing by search engines: Use appropriate settings or plugins to discourage search engines from indexing your staging site. This prevents duplicate content issues and keeps your testing environment separate from public search results.
- Test thoroughly: Once your staging site is set up, thoroughly test any changes, updates, or new features before deploying them to the live production site. Test functionality, performance, and compatibility across different browsers and devices.
- Keep staging site updated: Regularly update your staging site to match the production site. This includes updating themes, plugins, and core software to ensure accurate testing results.
E. Request for Log File: Further Investigation
A log file is a record of events, actions, or messages generated by plugins. It serves as a valuable source of information for troubleshooting and diagnosing issues. When encountering a problem, providing the log file can greatly assist in further investigating the matter. Analyzing the log file helps identify patterns, errors, or specific events that may be causing the issue at hand. It is recommended to share the log file with technical support or experts when seeking assistance, as it provides valuable insights for effective problem resolution.
How to find the log file?
Most plugins of ours provide the logs or Debug logs. For example, WooCommerce to Shopify plugin.
- Access the plugin settings > Logs
- Please review the information recorded in the logs and compare it with common known issues.
- Additionally, we have observed some other errors such as 301 and 524, which appear to be related to the hosting suppliers.