WordPress.org

Ready to get started?Download WordPress

Support Everything WordPress

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.

Recent Updates Toggle Comment Threads | Keyboard Shortcuts

  • 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. =)

  • Ipstenu (Mika Epstein) 5:59 pm on March 27, 2014 Permalink | Log in to leave a Comment
    Tags: , guidelines,   

    Discussion: A Better Do and Don’t List 

    The following are cribbed from another site’s Dos and Don’ts. They should not be considered the be all and end all of guidelines, but they’re a good start. I’m thinking that perhaps a simplified ‘dos and dont’s’ list may help some people who see our massive list of guidelines and panic.

    This list is not perfect and I want your help

    Please suggest changes and improvements. I don’t want to make it much longer, so if we can consolidate and combine, that would be good. There’s no point in even trying to get through everything, so really I’m trying to spell out the basics of etiquette on the forums.

    Good Manners and Respect Dos and Don’ts

    • DON’T use “um,” be snotty to another user, or make the argument personal
    • DO know the difference between differences of opinion and personal attacks
    • DO treat others the way you want to be treated
    • DON’T present your opinions as facts
    • DON’T post the same opinion over and over in the hopes of wearing other people down or “winning” a discussion; just move on
    • DON’T be a gosh-darn dirty spammer
    • DON’T be vulgar; if you’re not sure, don’t say it

    Starting New Threads Dos and Don’ts

    • DO search for existing topics before starting new threads
    • DO make a new topic if you find yourself saying “I have the same problem but …”
    • DO link back to a related topic (or closed) when approriate
    • DON’T use all-caps or excessive punctuation in thread titles
    • DON’T treat the support forums as your personal blog
    • DON’T get all meta and use the forums to rant about the forums

    Posting Messages Dos and Don’ts

    • DON’T post in a thread until you’ve read the whole thread
    • DON’T post “Me Too!” messages; add something of substance to the conversation
    • DON’T sign your posts
    • DO use proper spelling, capitalization, punctuation, et cetera
    • DON’T post just to pimp your site or product, et cetera
    • DON’T post the same thing in multiple areas; pick a spot and go with it

    Warnings, Bans and Trolls Dos and Don’ts

    • DO take any mod warnings you get seriously
    • DON’T bug the mods to remove moderation on your posts
    • DO help us out and report trolls, flame wars, and troublemakers by tagging a post with “modlook”
    • DON’T abuse the modlook tag
     
    • Andrew Nevins 6:18 pm on March 27, 2014 Permalink | Log in to Reply

      I don’t think we need a manners bit, we can just assume everyone knows what manners are.

      • Ipstenu (Mika Epstein) 7:09 pm on March 27, 2014 Permalink | Log in to Reply

        That isn’t entirely the point of that section. We know what manners are, but a lot of people fall short on applying them, so a quick “Hey yo, remember this stuff?” is clearly needed. If not, there would be far fewer people being moderated :)

    • Drew Jaynes (DrewAPicture) 6:19 pm on March 27, 2014 Permalink | Log in to Reply

      Are these for forum posters or moderators? I keed I keed. I was thinking about something like this last night, actually.

      I realize this is a work in progress, and I think even this list is too long. We can pare some of these out. Some of these are good but multi-part where I feel like some of the parts are just common sense and don’t need to be said.

      So for instance, “DON’T use “um,” be snotty to another user, or make the argument personal” could probably just be “DON’T make things personal”, etc.

    • Andrew Nevins 6:21 pm on March 27, 2014 Permalink | Log in to Reply

      And for this bit “DO search for existing topics before starting new threads”, I’ve heard people say “I searched first, just like the forum welcome said, then I found a thread and posted my issue there” – So that may need to be clarifying too

      • Ipstenu (Mika Epstein) 7:11 pm on March 27, 2014 Permalink | Log in to Reply

        Yeah, I think that would be “DO search for existing topics first, they may already have the solution” – Because we DO want you to search first so we don’t repeat the same things over and over :)

    • kmessinger 6:22 pm on March 27, 2014 Permalink | Log in to Reply

      I would put all the do’s first in each section.

    • Andrew Nevins 6:26 pm on March 27, 2014 Permalink | Log in to Reply

      What about a bit saying “Do help volunteers help you. If someone asks you a question that you may find pointless it may turn out to be an important step in a debugging process” – You know when people complain that you’re asking pointless questions

    • Kathryn Presner 8:22 pm on March 27, 2014 Permalink | Log in to Reply

      Don’t post anything you may not want found in Google searches in the future, such as personal information, your phone number, your client’s name, etc.

      Don’t ever post login details for your site.

    • Kathryn Presner 8:24 pm on March 27, 2014 Permalink | Log in to Reply

      Do take the time to do some basic troubleshooting before posting. That may include deactivating all plugins, switching to a default theme temporarily, looking at your site in a different browser, or anything else that might rule out culprits for your issue.

    • TheHandOfCod 10:46 pm on March 27, 2014 Permalink | Log in to Reply

      At the risk of being controversial I would say that list is too long. IMO people will read the first set and then move on. I would suggest that the people who come here are generally looking for help and often(maybe) want to get that help asap. I would therefore suggest you cut the list down to the 10 most heinous crimes and then have a disclaimer saying that there are more with a link to a more detailed post on etiquette. The top 10 being 5 Do’s and 5 Don’ts ?

      • Jan Dembowski 11:44 pm on March 27, 2014 Permalink | Log in to Reply

        I agree with keeping it concise when possible but it’s not about heinous crimes (I need to use the phrase at work tomorrow, thanks ;) ).

        I mean, you could summarize this as

        • Do provide the level of support and help that you would want
        • Don’t respond in a way that you wouldn’t like

        But that wouldn’t make for a useful list…

    • Chris Olbekson 4:16 am on March 28, 2014 Permalink | Log in to Reply

      Nice list. I would also love to see a link to an article Michael wrote a few years ago which should be must reading for helpers and helpees. http://michaelbox.net/2012/05/welcome-aboard-support-channels/

    • Andrew Nevins 7:40 am on March 28, 2014 Permalink | Log in to Reply

      Will this list be links that go to other parts of the page in more detail?

    • Adrian Houle 5:18 am on April 10, 2014 Permalink | Log in to Reply

      I subscribed to the email list. Will i be notified of the meeting?

  • Jan Dembowski 11:06 pm on March 24, 2014 Permalink | Log in to leave a Comment  

    IRC Meetup agenda for week #13 

    Agenda items for weekly #wordpress-sfd meeting:

    • Reminder that this week’s meeting is 1 PM EST and 10 AM US Pacific time. Still 1700 UTC, after this week DST does it’s thing.
    • WordPress 3.9 beta testing (yep, that’s a recurring thing)
    • Any more https forum issues
     
c
compose new post
j
next post/next comment
k
previous post/previous comment
r
reply
e
edit
o
show/hide comments
t
go to top
l
go to login
h
show/hide help
shift + esc
cancel