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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

  • Ipstenu (Mika Epstein) 4:09 pm on August 19, 2014 Permalink | Log in to leave a Comment  

    OMG WTF BBQ Post! 

    So 4.0 man. What do WE see as the features that will cause the biggest issues?

    • Media Library Grid – Any plugin that adds features to the media library may need serious work.
    • Post Editor – The editor staying on the screen is not a bug :)
    • Post Editor/TinyMCE – The color picker’s coming back!

    What do you guys see as catching people’s adverse attention? Themes and plugins you know are broken?

     
    • Drew Jaynes (DrewAPicture) 4:19 pm on August 19, 2014 Permalink | Log in to Reply

      • They changed the default priority for Customizer sections to 160 from 10, so I can see people’s options getting moved around, maybe.
      • Might be problems with any plugin that manipulates the plugins list table (now a card view)
    • MacManX (James Huff) 6:01 pm on August 19, 2014 Permalink | Log in to Reply

      We have had 4.0 on WordPress.com for almost a month now. Typical grain of salt disclaimer, what seems like a minor inconvenience to you could always be a major inconvenience to someone else for reasons you don’t understand, so be respectful no matter how insignificant it seems.

      Some notes on things which are still a problem for some users with work-arounds when possible:

      • The post/page editor now auto-expands as you type (it’s a bit more complex than that, but that’s the basic). Previously, the editor had its own scroll bar. This means that if you write a huge post, you need to scroll all the way up to return to the Publish button, categories, tags, etc. Work-around: Click in the editor and cmd/ctrl-up/down to move to top/bottom of editor content quickly. Click out of the editor and cmd/ctrl-up/down to move to top/bottom of the whole page.
      • When the editor is larger than the fold, it cannot be scrolled up by highlighting text, due to how the editor toolbar follows the primary scroll. Work-around: Highlight and scroll outside of the editor window to move the primary scroll instead.
      • Prior to 4.0, the last “Linked to” option chosen when inserting media persisted as a default for future inserts until it was next changed. This was handy for bloggers who always linked to the attachment page or chose a custom link when inserting media. In 4.0, “Media File” is now a persistent default for “Linked to,” and changes to it do not “stick” as they did prior to 4.0. There is a ticket for this: https://core.trac.wordpress.org/ticket/23847
      • The new default Media library view is the grid view. At the top-left of the Media toolbar is a button to switch back to the old list view. When switched to the old list view, the button to switch back to the grid view moves to the right.

      Obviously, be on the lookout for plugins which no longer play nice with the editor and Media library, and above all, try to find out exactly what the user doesn’t like and work with them to find a work-around.

    • Matthew 2:11 pm on August 20, 2014 Permalink | Log in to Reply

      I think the Media Grid will be big because it could effect a lot of gallery plugins.

      Hopefully it doesn’t cause to much trouble for people.

      • Ipstenu (Mika Epstein) 3:35 pm on August 20, 2014 Permalink | Log in to Reply

        What specifically are you thinking about with Gallery Plugins that mess with the library view? Remember, we’re ONLY talking about the media library :)

        • Matthew 6:31 pm on August 20, 2014 Permalink | Log in to Reply

          I think it may mess up the way they retrieve images from the media library. I may also affect plugins that add onto the WordPress gallery.

  • Jan Dembowski 2:59 am on August 19, 2014 Permalink | Log in to leave a Comment  

    Team chat agenda for week #34 

    For any items that you may want discussed in this week’s #wordpress-sfd meetup please reply in the comments below.

    • WordPress 4.0 beta 4 and preparing for all hands on deck for RC1 and the not that far away release.

    I’ll be unable to attend this week’s meetup (insert Griswold Vacation joke HERE). If someone can write up the notes for make/update and make/support I would be very grateful. Yes, I’m looking at @MacManX, @Ipstenu and especially @Clorith. ;)

     
  • MacManX (James Huff) 5:56 pm on August 14, 2014 Permalink | Log in to leave a Comment  

    Support Team Update for August 14th 

    Small agenda makes for a small meetup. :)

    Items discussed at this week’s #wordpress-sfd support:

    WordPress 4.0 Beta ongoing

    The beta appears to be coming along smoothly, and all hands are on deck for Beta 4 and RC 1.

    There really haven’t been any earth-shattering threads in the Alpha/Beta section, and most reports have either been fixed, filed, or are obviously wontfix.

    When you encounter a bug reported in the forums, test it against Trunk first. If it’s still there, look for it in Trac, and depending on what you find either direct the user to the ticket or instruct them in filing their own. If they file their own, ask for a link to the ticket when they’re done, and assist by improving the description and placement if necessary. The Trac Handbook is super-helpful.

    The transcript for this week’s short meetup can be read at this link.

     
  • Jan Dembowski 1:27 pm on August 12, 2014 Permalink | Log in to leave a Comment  

    Team chat agenda for week #33 

    For any items that you may want discussed in this week’s #wordpress-sfd meetup please reply in the comments below.

    • WordPress 4.0 beta
     
  • Jan Dembowski 12:20 pm on August 8, 2014 Permalink | Log in to leave a Comment  

    Support Team Update for August 7th 

    Items discussed at this week’s #wordpress-sfd support:

    WordPress security release

    Update. Do it now. I’ll wait.

    Versions 4.0 beta 3, 3.9.2, 3.8.4, 3.7.4 were updated and co-released with the Drupal security team. That’s pretty impressive with all those versions and coordination with another platform.

    Please be aware that releases prior to the latest (3.9.2) are not supported and everyone should be encouraged to upgrade.

    WordPress 4.0 beta ongoing testing

    This portion of the meetup was very interactive. @Clorith, @Ipstenu and @MacManX talked about and confirmed a big with the current beta. You can see the whole conversation via this link and Mika raised a new ticket for that issue right on the spot.

    It was like watching the alpha/beta sub-forum being worked on but live. A very cool conversation to watch.

    Contributions to the Troubleshooting Handbook

    At WCNYC’s contributor day there were some new people joining and they could write! That was a great thing and you can see some of that in this page.

    That handbook still needs love and attention but progress is being made. It was great meeting new people who jumped right in and started contributing like that. All Mika and I had to do was ask and provide some input. ;)

    The transcript for this week’s 4 minute early meetup can be read at this link.

     
  • Jan Dembowski 10:29 am on August 6, 2014 Permalink | Log in to leave a Comment  

    Team chat agenda for week #32 

    For any items that you may want discussed in this week’s #wordpress-sfd meetup please reply in the comments below.

    • WordPress 4.0 beta (yep, this is a recurring item)
    • Section 3 of the Troubleshooting Handbook – At #wcnyc Contributor Day input from @kcdaisley and @ecoxplorer and that was awesome. ;)

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

     
  • Jan Dembowski 6:30 pm on August 1, 2014 Permalink | Log in to leave a Comment  

    Support Team Update for July 31st 

    Items discussed at this week’s #wordpress-sfd support:

    WordPress 4.0 beta 2 ongoing testing

    The beta is progressing nicely and no showstoppers have been reported in the forums or via IRC.

    Closing topics too early

    Some topics get closed such as offering to pay, abusive conversations or when authors support their “pro” version in the forums. Topics that attract spam get shutdown as well. But unless a topic is getting spammy or risks getting spammy then topics ought not be be closed too quickly.

    For example if someone seeks support for a commercial product then that poster should be directed at that vendor’s support site. But the topic can be left open because the discussion may be about something outside of that product such as navigation menus, CSS, etc. Those answers can be informative and help the poster without getting into commercial product support.

    Business support in IRC

    I’m probably going to explain this poorly. Sometimes someone will pop into the IRC channel and look for the quick answer to a specific problem. This will get a reply but the person will post repeatedly fishing for the quick and easy answer they want.

    When someone behaves that way other than replying and/or ignoring them then there’s not much to be done. That behavior maybe annoying but not necessarily cross the line into abusive.

    Section 3 of the Troubleshooting Handbook needs love and attention

    If you visit the Troubleshooting Handbook and visit section 3 then you may find just placeholders.

    That section really needs attention and any assistance will be greatly appreciated. The other sections contain technical portions but that section needs verbiage on how to provide support as in tone (always fun when writing a reply), what to look for and how to handle upset posters.

    The transcript for this meetup can be read at this link.

     
  • Jan Dembowski 9:56 am on July 30, 2014 Permalink | Log in to leave a Comment  

    Team chat agenda for week #31 

    A little on the late side this week but for any items that you may want discussed in this week’s #wordpress-sfd meetup please reply in the comments below.

     
    • Jan Dembowski 4:12 pm on July 30, 2014 Permalink | Log in to Reply

      Here’s 2 items I’ve missed.

      • WordPress 4.0 Beta 2 on going testing (of course)
      • Closing topics too early in the forums? Not early enough?
    • MacManX (James Huff) 7:06 pm on July 30, 2014 Permalink | Log in to Reply

      Not necessarily a priority (or is it?), but if we have any time left over in the hour, let’s talk about Section 3, and anything else that’s mostly empty in the Troubleshooting Handbook.

      I get the feeling that some people have ideas, but either need a push or could benefit from collaboration, and if not “some people,” then at least me. :)

      • Jan Dembowski 1:49 pm on July 31, 2014 Permalink | Log in to Reply

        I think it’s a priority. I’m hoping that at WCNYC Contributor Day tomorrow I can spend sometime giving that section must need love and attention. ;)

    • Marius Jensen (Clorith) 8:30 am on July 31, 2014 Permalink | Log in to Reply

      Users who run businesses but utilize our free support as their own personal “get out of jail free” card. I’m sure this happens on the forums as well, but I see the regulars on IRC getting rubbed the wrong way more and more by the same people running WP businesses but not knowing what they’re doing and using us to do their jobs over and over.

      • Jan Dembowski 1:30 pm on July 31, 2014 Permalink | Log in to Reply

        When a user seeks support in the forums for code in the WordPress repo such as core, plugin, theme or something in the Codex like actions and filters then it ought to not matter if they’re a business or not IMHO. It should be the same reply to them for support.

        Now when a plugin or theme author use the free forums for their paid product support then that will get them a shoulder tap.

        We’ll touch on that more at the meetup today. ;)

  • Jan Dembowski 12:13 am on July 25, 2014 Permalink | Log in to leave a Comment  

    Support Team Update for July 24th 

    Items discussed at today’s #wordpress-sfd meetup:

    WordPress 4.0 beta2

    The second 4.0 beta is going smoothly. All the media related issues have tickets and is being worked on and the two holdouts are considered minor.

    There was a question from the week before if the Alpha/Beta sub-forum shows up in no-replies and all topics; it does.

    The handbooks for support

    The support handbook really is for moderators and the troubleshooting handbook is for everyone. That doesn’t really explain it clearly but at some time soon the troubleshooting handbook will be linked in the blue welcome box when you visit make/support.

    Upgrading plugins will protect you. Honest.

    In the recent past a certain popular plugin had an exploit that permitted Bad People™ to install code and backdoors onto your WordPress installation. If you were not compromised and upgraded the plugin then you were not impacted by this exploit. If you were exploited prior to the patched version of the plugin being released then you have to clean out your installation.

    However if you did not upgrade when the update arrived or continued to run the vulnerable version then your installation was a prime target for bots and most likely was compromised as a result of that.

    Please keep your plugins, themes and WordPress versions up to date and patched. It can protect you and save you hours of grief down the line.

    Speaking of exploits, there appears to be an uptick in XML-RPC brute force attacks. While some hosts may recommend that the users delete that xmlrpc.php file that will likely break things. The best reply to those topics really is “Please speak with your host.” Real firewalls that can rate limit http requests from attack hosts from ever reaching your installation can be the best way to solve it. Using .htaccess won’t really help as 10,000 404 pages will bring down any host.

    The transcript for today’s meetup can be read at this link.

     
  • Jan Dembowski 12:12 pm on July 22, 2014 Permalink | Log in to leave a Comment  

    Team chat agenda for week #30 

    For any items that you may want discussed in this week’s #wordpress-sfd meetup please reply in the comments below. I will be unable to participate in this week’s meetup but I will do the write up afterwards. If something changes then I’ll attend.

    • WordPress Beta 2 and the Alpha/Beta sub-forum – User feedback and any possible gotchas identified?
    • Updates on the new troubleshooting handbook? – There was some confusion last week about the Support Handbook and the new Troubleshooting Handbook. Has that been cleared up?
     
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