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Welcome to the official blog for the WordPress Support team.

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 Slack for group communication.

Our weekly team meeting is on Thursdays at 16:00 UTC in #forums on Slack.

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  • Jan Dembowski 6:41 pm on April 23, 2015 Permalink |  

    Support Team meetup summary for April 23rd 

    Items discussed at today’s meetup:

    WordPress 4.2 preparedness

    WordPress 4.2 Powell has been released! Please keep an eye out for any 4.2 issues and update the OMGWTFBBQ post as necessary.

    There was some discussion about the pending 4.1.3 patch. The core team’s priority is the 4.2 release with 4.1.3 slated for sometime after that. For 4.1.x users that will automatically install and some users may think they’ve gone to 4.2 when they haven’t. The 4.1.3 patch will address a DB UTF8 issue but a more comprehensive solution really is to upgrade to 4.2.

    Mission statement or more accurately mission sentence

    Sometimes a forum member will post something where a moderator will reflexively respond. I’ve done it and that automatic response or reaction usually works. That’s especially true when the forum poster is being brusk or even rude. But it’s not always a good thing and I thought some verbiage for the support volunteers may be helpful.

    We already have a Forum Welcome for people who are looking for assistance, what I was looking for was something to remind me and other moderators what and why we provide support.

    After talking about it and the difficult cases a little I think this summarizes what I had in mind.

    “WordPress Support Team, because you know that deep down you really do care about the users and their experience.”

    When someone asks for help with their WordPress installation, the support team isn’t just helping that person. You’re also helping all the people who visit that site. You are improving the experience for all of those WordPress users and that’s important. We all want people to come back and replying rudely doesn’t help that goal.

    Don’t reply angry. Escalate to the Slack #forum channel and ask another volunteer to try. Go for a walk, walking is good. Respond later after you’ve drafted a reply.

    Later on Andrea Rennick explained it better like so.

    Any time I do answer a forums thread, I try and answer with the same level of professionalism as I do when I get paid to do so. Doing otherwise reflects poorly on the WP community and on me as a person.

    That summarizes it perfectly and I’ve already spent more time on this topic than I intended to. 😉

    View the meetup transcript in the Slack archives (A Slack account is required)

     
    • mjjojo 1:03 pm on April 24, 2015 Permalink | Log in to Reply

      Hi! Thanks for this summary!

      I hope to also be able to keep this mission in mind when supporting software users any time. Like “__(insert-my-support-team-name-here)__ Support Team, because you know …”

      Thanks to WP.org support team for putting this discussion and this Mission statement into words, for the WP.org community and beyond.

  • Jan Dembowski 1:24 am on April 22, 2015 Permalink |  

    Agenda for April 23rd meetup 

    Items on the plate for this Thursday’s support meetup:

    Any items you’d like to see added please comment below.

     
  • Jan Dembowski 12:50 am on April 17, 2015 Permalink |  

    Support meetup summary for April 16th 

    Items discussed at today’s meetup:

    WordPress 4.2 RC1 has dropped, please test

    The Alpha/Beta sub-forum has been quiet lately. That could be good as there are few problems or it could mean that users are not testing. Please test and abuse the release candidate. 😉

    Reporting sock puppet activity

    I feel like I started a popular pastime activity among some of the moderators. Sock puppets are just background noise and do not matter. If a moderator finds them then block the sock puppet and delete their fake reviews.

    If it’s a plugin author then send an email to the plugins team but make sure you are concise. The email can contain a subject such as “Sockpuppet – plugin name” and links to the accounts, plugin and sock puppet accounts. Be concise and include those details.

    It’s not that the plugin team won’t believe you but those details are proof and can come in handy. By providing that detail you will be saving the plugin team some work.

    Codex article on Version 4.2 needs love

    Mika started the the WordPress version 4.2 Codex article but it needs more filling out. Please visit that page, follow the details posted on make/core and if you can help expand it that would be appreciated.

    Badge recognition for IRC volunteers

    Jon (@kenshino) brought up that there are a group of volunteers in IRC who go above and beyond in the support of WordPress users. @Clorith shared some metrics on how much effort they contribute and it’s a lot. The idea that they’ve raised is for their WordPress.ORG profile page get updated with a support badge.

    It’s a great idea and after pinging Sam (@samuelsidler) Jon will collect the user IDs of those IRC support people and send them to Sam. At the moment those badges are manually inserted into those profiles.

    View the meetup transcript in the Slack archives (A Slack account is required)

     
  • Jan Dembowski 12:29 pm on April 16, 2015 Permalink |  

    Agenda for April 16th meetup 

    It’s late (last minute even) but the following items are on my list for today’s meetup:

    Any additional items can be added to the comments below or brought up in the meetup today.

     
  • Jan Dembowski 12:56 am on April 10, 2015 Permalink |  

    Support meetup summary for April 9th 

    Items discussed:

    WordPress 4.2 beta

    The alpha/beta sub-forum has been relatively quiet and the moderators beta experience has been going smoothly. It’s possible that our installations are not that aggressive so please test and otherwise abuse the beta.

    There was some discussion about the plugin compatibility but the beta looks good.

    Draft OMGWTFBBQ post

    The 4.2 Don’t Panic! draft was posted and is being reviewed. As more information is available (subtle new color scheme for example) that post will get updated.

    The FBI warns users to patch?

    Yes, they did. We discussed the FBI warning about defaced WordPress sites and keeping up with patches. You know it’s good advice to keep up your software versions when the FBI warns users.

    View the meetup transcript in the Slack archives (A Slack account is required)

     
  • Jan Dembowski 3:16 pm on April 7, 2015 Permalink |  

    4.2 OMGWTFBBQ Draft 

    As the 4.2 release draws near I’ve created a draft of the OMGWTFBBQ post for the next release. Not surprisingly it looks almost identical to the 4.1, 4.0 and 3.9 posts.

    Please look over especially the CORE CHANGES and “What’s new” portions.

    When 4.2 is released the links in the draft will be updated and pushed out.

    READ THIS FIRST – WordPress 4.2 Master List

    Hooray! <NAME AND URL HERE> But OMGWTFBBQ!? WordPress 4.2 broke everything?

    Don’t Panic!

    This thread contains the known issues with plugins and themes found in 4.2. Please read this WHOLE topic and come back and check again later, as it will be updated.

    Remember to be calm, be patient and be respectful. Volunteers are out here to try and help you, but we need your help too. All of the normal forum rules still apply. Remember, you are just as important as everyone else.

    If your post doesn’t show up right away, please be patient. With the higher than normal post volume, more posts get flagged as spam by our auto-spam tool. We’re working hard to keep the queue clear, but making multiple posts slows us down, as we have to go back and check if you already posted. Post once.

    • Do use proper capitalization in post titles and body. Punctuate your sentence properly and humanely, it helps us read.
    • Do use descriptive subject lines. “All permalinks broken since 4.2″ is much better than “Augh! Help ASAP! This version is terrible!”
    • Do describe the problem clearly. Explain what you’re seeing, include error messages and link to screenshots if needed. Linking to your site, if the problem is on the front-end, also helps.
    • Do be patient. We know it sucks to be down, but posting multiple times doesn’t get you help any faster.
    • Do make your own topic unless you are using the exact same version of WordPress on the same physical server hosted by the same hosts with the same plugins, theme and configurations as the original poster. You may find it weird, but it will be easier for us to help you specifically if you have your own topic.
    • Do mark your topic as resolved when it’s fixed so we know not to come looking there anymore.
    • Do remember you’re not alone.

    Also keep in mind that not liking the direction of WordPress’s design does not a bug make. If you don’t like a feature, please don’t make a series of posts complaining about it. Look and see if someone already did, and post there, or consider joining the process earlier on (like in Beta or even test via SVN). What you’re seeing today is the result of thousands of hours of work and testing, and unless something is outright broken, it’s highly unlikely to be changed.

    Again, before you post:

    <NOTE! FIX THESE LINKS BELOW>

    Make sure you’ve read the entire Master List post – and the New Features in 4.2 Codex Articlehttps://codex.wordpress.org/Version_4.2

    Go to your own install’s about page – `http://example.com/wp-admin/about.php` – to see what’s new.

    And then make sure you’ve tried…

    • Flushing any caching plugins you might be running, as well as server and/or browser caches.
    • Deactivating all plugins (yes, all) to see if this resolves the problem. If this works, re-activate the plugins one by one until you find the problematic plugin(s). If you can’t get into your admin dashboard, try resetting the plugins folder by FTP or PhpMyAdmin (read “How to deactivate all plugins when you can’t log in to wp-admin” if you need help). Sometimes, an apparently inactive plugin can still cause problems. Also remember to deactivate any plugins in the mu-plugins folder. The easiest way is to rename that folder to `mu-plugins-old`
    • Switching to the Twenty Fifteen theme to rule out any theme-specific problems. If you can’t log in to change themes, you can remove the theme folders via FTP so the only one is `twentyfifteen`. That will force your site to use it.
    • Manually upgrading. When all else fails, download a fresh copy of the latest.zip file of 4.2 (top right on this page) to your computer, and use that to copy up. You may need to delete the wp-admin and wp-includes folders on your server. Read the Manual Update directions first.

    NEXT POST

    CORE CHANGES

    What’s New:

    What’s Changed:

    • Press This has been completely revamped to make sharing content from around the web easier than ever.
    • Default Admin Color Scheme got cleaned up. The colors have been softened up. It’s not a massive change like MP6, just a slight visual one. You may not even notice.

    NEXT POST

    NOT A BUG

    My layout is all weird on the Dashboard

    Flush your cache. If you’re using server caches, or a plugin, flush them too, especially Memcached/APC stuff. They can be sticky.

    NEXT POST

    KNOWN ISSUES

    NEXT POST

    REPORTED OOPSIES

    I’ve been remiss in looking at the Alpha/Beta sub-forum and my make/core reading but does anyone expect any big issues with 4.2? Shiny new plugin installs has been removed, Aaron Jorbin has a really good post on that topic.

    The CORE CHANGES part is a little thin and if someone has a summary that works then that will be updated in the draft.

     
  • Justin Greer 6:49 pm on April 2, 2015 Permalink |  

    Support meetup summary for April 2nd 

    Todays meetup was a quick one but important none the less. Topics revolved around WordPress 4.2 Beta and items for the OMGWTFBBQ draft.

    Items mentioned:

    • The utf8mb4 Upgrade: DB upgrades will be taking place with 4.2. You can find out more information about the upgrade at https://make.wordpress.org/core/2015/04/02/the-utf8mb4-upgrade/. In short, this change will check to see if the server specs meet the minimum requirements and if so, the database tables are upgraded. Testing is looking good, but be prepared to handle issues in the forums and IRC.
    • Term Splitting/Term Sharing: More information can found at https://make.wordpress.org/core/2015/04/02/reminder-term-splitting-in-4-2/. This should not cause to many issues (if any) as plugin developers have been notified of the change. If any issues arise, you should direct the OP to the author of the plugin in question. This is something that can only be fixed by changing the way a plugin uses shared terms.

    We wanted to start gathering a list of new features today in the meetup but decided to hold off until a ticket is created for the latest about page. Other than what was mentioned here, the OMGWTFBBQ draft will be updated soon and as always, continue to test 4.2 Beta when you have a chance.

    If anyone has more 4.2 specific items to include please reply back here or ping the support team on the #forums Slack channel.

     
  • Jan Dembowski 4:35 pm on March 26, 2015 Permalink |  

    Support meetup summary for March 26th 

    Today’s meetup was brief and only had one item.

    • Please make every effort to test WordPress 4.2 beta

    The 4.2 OMGWTFBBQ draft post will be updated to include anything that is 4.2 specific, such as how to disable emoji support. That draft should be posted in make/support next week.

    If anyone has more 4.2 specific items to include please reply back here or ping the support team on the #forums Slack channel.

    View the meetup transcript in the Slack archives (A Slack account is required)

     
  • Jan Dembowski 6:42 pm on March 19, 2015 Permalink |  

    Support meetup summary for March 19th 

    Item discussed at today’s support team meetup:

    WordPress 4.2 beta 1 has been released

    Please install and kick the tires on this new 4.2 beta. The WordPress Beta Tester plugin remains an easy way to do that.

    There was some discussion about possible pain points for 4.2 and an update of TinyMCE to 4.1.9 may impact some plugins that build/work off of TinyMCE. Keep an eye on the alpha/beta sub-forum and ping the #forum channel if that looks like it will be a plugin issue.

    Native Slack Client for Windows

    Windows OS #forum channel participants may want to try the new Windows Slack client. It’s a small download and will free up a browser tab and avoid the memory overhead that that tab seems to eat up.

    WordCamp London is this weekend

    If anyone from the support team is attending this year’s WordCamp London please also consider participating in tomorrow’s Contributor Day (make sure you book your spot). It’s a great way to collaborate in person. 😉

    View the meetup transcript in the Slack archives (A Slack account is required)

     
  • Jan Dembowski 10:14 am on March 18, 2015 Permalink |  

    Agenda for Thursday March 19th support meetup 

    Item for tomorrow’s meetup:

    For any other items or topics you would like to discuss, please post them in the comments below. Or feel free to bring them up tomorrow at the meetup.

    Please remember that the meetup is now at 16:00 UTC due to DST.

     
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