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Welcome to the official blog for the WordPress Support team.

This is where we discuss issues related to providing support. You can follow our discussions and weekly chat updates here.

If you want to help make WordPress support awesome, we would love for you to help out!

Need help with a WordPress issue?

You can find help with your WordPress problem by posting in the support forums or asking on the #wordpress IRC channel.

Want to get involved?

Answering a question in the support forums or on IRC is one of the easiest ways to get started. Everyone knows the answer to something!

We have a detailed handbook to help contributors learn how to work with the forums and IRC.

Weekly Meetings

As well as discussing support issues here on the blog, we use IRC for group communication.

Our weekly team meeting is on Thursdays at 16:00 UTC in #wordpress-sfd IRC on Freenode.

If you don’t have an IRC client, there is a web interface you can use to join in.

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  • Jan Dembowski 12:34 am on April 21, 2014 Permalink | Log in to leave a Comment  

    IRC Meetup agenda for week #17 

    Item on the agenda for this week:

    Please reply in the comments to have your ideas considered for the #wordpress-sfd meetup.

     
  • Jan Dembowski 7:58 pm on April 17, 2014 Permalink | Log in to leave a Comment  

    Support Team Update for April 17th 

    In today’s #wordpress-sfd support meetup the following items were discussed.

    WordPress 3.8.3 was released

    On April 14th the update to 3.8.3 was released. This fixed a bug with Quick Draft that was introduced with 3.8.2.

    WordPress 3.9 was released

    On April 16th WordPress 3.9 “Smith” was also released and the 3.9 Master list post was put up and updated as needed.

    As expected there have been some plugin related TinyMCE/Visual Editor issues. Impacted users have been asked to troubleshoot JavaScript problem using these Codex instructions.

    When a plugin is identified as requiring an update it gets put on the REPORTED OOPSES list and tracked there. When the plugin is confirmed as fixed then please update the post and cross it off the list with <del>…</del>.

    There do not seem to be any theme issues reported but if there are it will most likely have to do with the Masonry library update.

    Also discussed were topics related to image padding/borders and memcache issues.

    Better updates through education?

    Part of the discussion was the idea from @zoonini to not only have a sticky OMGWTFBBQ post but have another sticky post that refers users to the updating WordPress Codex article.

    I think that’s a good idea and for the next major release that should be done. Minor version number releases are and should be handled by the auto updates. If your installation is negatively impacted by an auto update then you may have a bigger problem with your plugins and theme.

    Major version number releases (3.8 to 3.9) should be upgraded via the dashboard as well but with planning. A user who follows the Codex update instructions (backups and knows how to restore to an earlier state) really can’t get into too much trouble. With that safety net if something breaks then they can roll back to a previous working state if they need to.

    I myself don’t know how to pull off educating the users but another brief sticky post may help more users be prepared for an upgrade.

    Today’s transcript can be read online via this link.

     
  • Jan Dembowski 2:46 am on April 16, 2014 Permalink | Log in to leave a Comment  

    Draft OMGWTFBBQ 3.9 Upgrade post 

    From the “I wish I’d thought of doing that sooner” department: this is a draft of the WordPress 3.9 forum sticky that will be posted to the How-To and Troubleshooting sub-forum. As before, the topic will be closed to new posts but all moderators (and those who can) will be encouraged to update the posts as new issues are identified.

    This post is almost 100% copied from Ipstenu’s 3.7 post (3.8 did not need a topic like this) with some small editing made. There’s a lot being updated in 3.9 and having a topic like this can help users who run into issues.

    I know it’s a last minute notice but if everyone can give this a read, help identify broken verbiage and comment on anything that may be missing I’d appreciate it. Some of the links are broken and will be replaced or updated with the 3.9 versions before publishing in the forums. Also “3.9 is here” will get updated with the official name.

     

    (More …)

     
    • Kim Parsell 11:19 am on April 16, 2014 Permalink | Log in to Reply

      From @zoonini on Twitter: “Add something about the Masonry script updates. We ran into a few issues with some themes on .com.” (Masonry was updated to 3.0)

    • Mike Schroder 4:25 pm on April 16, 2014 Permalink | Log in to Reply

      You might want to note that ‘wpdialogs’ is no longer used by TinyMCE in core, so plugins that rely on it, but do not enqueue it, will need to. There is a warning that will appear in the JavaScript console (which you can debug using the instructions you’ve provided above) if you attempt to use it, and it’s not enqueued.

  • Andrew Nacin 12:21 pm on April 15, 2014 Permalink | Log in to leave a Comment
    Tags:   

    Hi make/support — could some of you join us today for a pre-launch meeting in #wordpress-dev? April 15, 2014, 18:00 UTC Would like to discuss launch and support strategies, etc.

     
  • Jan Dembowski 1:54 am on April 15, 2014 Permalink | Log in to leave a Comment  

    IRC Meetup agenda for week #16 

    Items on the agenda so far:

    • WordPress 3.9 is scheduled for release on Wednesday the 16th
    • WordPress 3.8.3 was released and addresses the Quick Draft problem introduced with 3.8.2

    Please reply in the comments for adding any additional items to the agenda.

     
  • Jan Dembowski 10:02 pm on April 10, 2014 Permalink | Log in to leave a Comment  

    Support Team Update for April 10th 

    In today’s #wordpress-sfd support meetup the following items were discussed (not necessarily in this order).

    WordPress 3.9 RC1 is live and security releases

    3.9 RC1 was released for testing. Please continue to abuse and try to break. Security related updates for 3.8.2 and 3.7.2 were released as well.

    There was some discussion about QuickPress (or Quick Draft) possibly being broken for 3.x.2 but that was unconfirmed as that’s not a feature many of us in the IRC chat use. Part of that concern is that other thing may have broken and that QuickPress (or QuickDraft) might just be a symptom.

    Next Wednesday April 16th is the targeted release date of WordPress 3.9. For now there are daily core IRC meetups at 20:00 UTC on #wordpress-dev for this effort.

    Forum topics regarding auto updates

    With the auto updates of 3.8 (and 3.7) there have been some topics regarding the patches and the notification emails from the WordPress installations.

    The auto updates are only for minor release number updates. So 3.8.1 will update to 3.8.2 but it will not update to 3.9. The major version number release upgrades have to be initiated manually in the WordPress dashboard.

    The auto updates can be tuned and that includes disabling update emails. In the majority of cases a minor point release should not break anything. It’s really encouraged that users leave the auto updates in place.

    That said, please understand that users who post to the forums about the auto updates have a problem and are looking for support. If you can help them out please do so but keep it positive and productive. Don’t reply if you are angry or reacting to someone else being upset.

    Make/support has a Blue Welcome box now

    Thanks to Kim Parsell the make/support has a blue welcome box with really helpful verbiage. It matches the other make blogs and I hope will encourage more people to participate in support.

    Plugin authors getting notification emails

    A lot of miscellaneous code changes will impact plugin developers, who for one reason or another, were doing things incorrectly. Some of those may have had a legitimate reason for doing that but those plugins will break with 3.9.

    To attempt to head that off the plugins team will be sending an email and a post will be published on make/core. The email and the replies will probably back up the plugin review queue. If there are any complaints about the queue then please ask them to be patient.

    Today’s IRC meetup transcript can be read via this link.

     
  • Marius Jensen (Clorith) 12:48 am on April 10, 2014 Permalink | Log in to leave a Comment  

    IRC Meetup agenda for week #15 

    • 3.9-RC1 is live
    • New wp.org profiles (woooo!)
     
    • Ipstenu (Mika Epstein) 1:04 am on April 10, 2014 Permalink | Log in to Reply

      • QuickPress is broken in 3.x.2 (8 and 7) – possible 3.8.3? Who knows.
      • Daily IRC meetups for Core now
      • plugin devs getting emailed (again) about changes
  • Jan Dembowski 9:54 pm on April 3, 2014 Permalink | Log in to leave a Comment  

    Support Team Update for April 3rd 

    Today’s meetup was light and the following item was discussed.

    WordPress 3.9 release date and more testing

    The release date was officially announced as April 16th and it was discussed that an RC1 may be useful.

    I mentioned that I ran into a problem with the 3.9 beta but I was using an events plugin and have not been able to reproduce it. That was on one installation; I have had no problems with another 3.9 beta install.

    The transcript of today’s meetup can be found at this link.

     
  • Jan Dembowski 2:36 am on April 1, 2014 Permalink | Log in to leave a Comment  

    IRC Meetup agenda for week #14 

    Or this posted #wordpress-sfd support agenda can be titled “It’s late!”

    • April 16th is the official date for 3.9 being released. See the 3.9 beta 3 post for more info.
    • Test, test, test the beta.

    Please reply in the comments below for any items you would like brought to this week’s meetup. The meetup will be at 1600 UTC (12 noon EDT or 9AM US Pacific) which is the regular time.

     
  • Jan Dembowski 7:45 pm on March 27, 2014 Permalink | Log in to leave a Comment  

    Support Team Update for March 27th 

    Items discussed on today’s #wordpress-sfd support meetup.

    More WordPress 3.9 beta testing

    Until 3.9 is released this will be a recurring item. The 3.9 blockers were mentioned and with TinyMCE being upgraded there may be a rash of TinyMCE plugin issues right after the release. @ipstenu brought up a trac ticket and there was some discussion about the alpha/beta forum.

    HTTPS issues for forum moderators

    If you’re a moderator and you use the https URL then the administration short-cuts such as deleting a spam post work fine.

    But if you flip between http and https then you may have problems. @keesiemeijer has a pair of scripts that not only address that but make it very easy for moderators to navigate the forums.

    If you are a moderator then consider installing these. It’s made my forum workflow so much easier.

    http://keesiemeijer.github.io/WordPress-moderator-tools/topic-redirect

    http://keesiemeijer.github.io/WordPress-moderator-tools/

    Many thanks to @keesiemeijer for sharing that. You can also use HTTPS Everywhere too and once the forums enforce SSL for everything then this problem will go away.

    Help first, moderate second

    There was some discussion about moderating in the forums. The goal in the WordPress support forums is to help users and not be a stickler for the rules. As a result of that conversation a post for discussion was put up in make/support.

    Please give that post a read and chime in. It’s not really to make more rules as much as it is for Dos and Don’ts.

    Blue Welcome Box

    This weekend I’ll give some thought to the verbiage for a Blue Welcome Box on the make/support forums. See the make/docs site for a very good example. I think it could be useful for new visitors, I like the idea of consistent branding and want to welcome more people to participate.

    There’s also a real likelyhood of my copying the make/docs welcome box almost word for word… I’ll try to mix it up.

    Next week’s #wordpress-sfd meeting will be at the regular time

    DST will kick in and the meetup will be 1600 UTC or 12 noon EST and 9 AM US Pacific time.

    Edit: Correction, The next meeting is noon EDT (Eastern Daylight Time).

    You can see the transcript of today’s meetup via this link.

     
    • Adrian Houle 10:39 pm on March 31, 2014 Permalink | Log in to Reply

      It seems like replying to post here is the only way to make suggestions regarding support. I have recently been helping out a lot in the CSS section, and have noticed that I end up only answering the most recent questions, and there are tons of older questions that are really whell worded and deserve support. I was thinking it would be great if we could flag the poorly written questions to be removed and the person who posted the question would be automaticly asked to write the question using some guidelines we provide. That way when somone comes on to help out, they see more good questions that deserve good answers and don’t have to sort through all the 1 liner questions. I know thats a lot too add, but its just a suggestion for the future maybe.

      • Adrian Houle 10:40 pm on March 31, 2014 Permalink | Log in to Reply

        Also we really need some way to deal with all the people being told to edit the php files of a theme, as well as all the people asking how to do so.

      • Ipstenu (Mika Epstein) 12:28 am on April 1, 2014 Permalink | Log in to Reply

        You should join the WP-forums email list.

        http://lists.automattic.com/mailman/listinfo/wp-forums/

        We don’t delete poorly worded questions, though. We just try to help people ask better ones. You don’t have to answer the poor ones, also. Answer what you feel comfortable doing.

      • Jan Dembowski 2:29 am on April 1, 2014 Permalink | Log in to Reply

        I was thinking it would be great if we could flag the poorly written questions to be removed and the person who posted the question would be automaticly asked to write the question using some guidelines we provide.

        If someone has a badly written question or one you just don’t understand what the original poster meant then you can always reply asking for clarification.

        Even the one liner questions can result in some good useful dialog.

      • Jan Dembowski 2:39 am on April 1, 2014 Permalink | Log in to Reply

        It seems like replying to post here is the only way to make suggestions regarding support.

        Also if you are interested in the #wordpress-sfd IRC meetup that’s a good way to join a live conversation.

        I just posted the (sparse!) agenda, feel free to chime in on that post too for items to discuss.

      • thejoshuaglenn 2:16 pm on April 4, 2014 Permalink | Log in to Reply

        I’ll pop in and start perusing some of the older CSS ones. I’m a bit new to the forums, so I hope I don’t give any ill advice, but I’m eager to learn and become more involved with support. =)

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