WordPress.org

Support Everything WordPress

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 meeting is held every Thursday 16:00 UTC and the next will be at Thursday, 16:00 UTC (your time zone) in #forums on Slack.

Recent Updates Toggle Comment Threads | Keyboard Shortcuts

  • James Huff 6:09 pm on July 28, 2016 Permalink |
    Tags:   

    July 28th Support Team Meeting Summary 

    Attendance

    @macmanx @clorith @jmdodd @bcworkz @themeislesupport @keesiemeijer @lasacco @d4z_c0nf @francescodicandia @gmosso @cristianozanca @vitormadeira @jcastaneda @ipstenu @bethannon1 @jdembowski @hardeepasrani @numeeja @stephencottontail @fierevere @tnash @girlieworks @abletec @lukecavanagh @songdogtech @justingreerbbi @kenshino @afercia @sergeybiryukov @imazed @stevesterndatacom @voldemortensen attended.

    Announcements

    • Along with the move to bbPress 2, a forum redesign is on the horizon. The first research steps have been taken and feedback is requested at the linked post.
    • The 4.6 Field Guide is up. Please review this, as it’s a great high-level overview of what’s changing.

    WordPress 4.5.3

    We have not identified any new negative trends introduced by 4.5.3.

    WordPress 4.6 RC 1

    WordPress 4.6 RC 1 is here. This is the first Release Candidate, meaning that the developers are reasonably sure this could be the final release, so please make sure you’re testing. Less bugs in the final release = less threads in the forums.

    Varying Vagrant Vagrants is a simple way to run local WordPress sites for testing, though there are others, and of course you could always just install the beta on a subdomain on your own hosting provider/VPS/dedicated/cloud/etc, and don’t forget about the Beta Tester plugin.

    4.6 OMGWTFBBQ Draft

    The 4.6 OMGWTFBBQ Draft is up and open to feedback in its comments section.

    We’d especially appreciate suggestions for the “Not a Bug” section (these are items which are intentional changes, but may seem like a bug or glitch to users offhand, like Dashboard fonts being different).

    Rosetta Forum Migration

    The Rosetta Forum migration is underway. Portugal was yesterday, Central Asia and Europe are happening today. English will be last, as many plugins are needed.

    Of note, there is a URL change in this process. Rosetta Forums are moving from [language].forums.wordpress.org to [language].wordpress.org/support/ and redirects will be established.

    Additionally, only the last week or so of moderated posts will be coming with, mostly because that’s the default action for spam and there is a lot of it. Subscriptions are coming with; user roles for moderators are also getting ported. Favorites are not, they can be backfilled pretty easily, but there is no place to actually view them on a current user profile.

    New Spam Trend

    Be on the lookout for clever SEO-like spam. Spammers have been posting threads that seem legitimate, usually whole paragraphs or two that always contain a passage like “I ran my site through [the best free security scanner on the internet]” or “I’m trying to find a way to add a mobile theme to my [best used cars in Cleveland] site.” (where the bracketed text is linked to the site)

    The requests truly look legitimate, and most of the time there’s either no reply after you leave yours, or the thread continues with what really do seem like legitimate replies filled with further SEO-like spam.

    Please use your best judgement on these, reply if you want to, and tag them “modlook” (without the quotes, of course) when you see them. For Mods and Admins, likewise reply if you want to, but also use your best judgement to either strip the links or nuke the whole thread.

    Marking Threads as Resolved

    We should only mark a thread as resolved when there’s proof that the usefulness of the thread’s openness has ended: when it has been solved, when a Trac ticket has been opened, when the OP has re-posted elsewhere, or when you as the developer of your own plugin/theme have decided that you cannot help the user any further.

    In general, lack of reply is not a reason to mark a thread as resolved (threads can be re-visited any time until they are automatically closed after a year), with the one exception of the Alpha/Beta forum. In the Alpha/Beta forum, unresolved threads are monitored by developers, so resolved status there should be more a question of “Is the existence of this thread useful to the developers?” If not (if the OP has stopped replying and/or a Trac ticket has been opened), it’s resolved.

    “Test 4.6” Emails from the Plugins Team

    Yesterday the Plugins Team sent out the ‘Please test for 4.6’ email to all plugin developers. Of them, about 80 had auto-replies (down from over 200 a couple cycles ago). 22 of the 80 have been closed for not removing auto-replies. 4 had developers removed for bounced emails or ones that said ‘this person doesn’t work here anymore.’

    Therefore, if someone is surprised their plugin is closed, ask them to please check the email associated with the plugin committers. If they are sending auto-reply emails, and they’ve been warned before, they were probably closed. They can email plugins (at) wordpress (dot) org and the Plugins Team will help them out.

    Is there a need for more pre-defined replies?

    A question was raised about the need for more pre-defined replies. In general, we try to keep the list short. The spirit of the list is, “You’ll be answering this several times per day, so instead of typing an answer each time, just copy/paste this.”

    We added a new pre-defined reply today under “WordPress.com Blog” for when folks ask for help with their WordPress.com blog.

    A pre-defined reply for “Please don’t use these forums to ask for general feedback on your site.” was requested, but we’ll table that for next week when we finally discuss and vote on a formal rule against that type of thread.

    Checkin with International Support Liaisons

    • The Italian support community has made a strong effort to be more present in the weekly Support Team meetings.
    • The Dutch and Russian support communities are doing well.

    Read the meeting transcript in the Slack archives. (A Slack account is required)

     
  • James Huff 7:07 am on July 27, 2016 Permalink |  

    Agenda for July 28th Support Meeting 

    • General Announcements
    • How’s WordPress 4.5.3 looking so far?
    • Are you testing WordPress 4.6 RC 1?
    • Feedback on the 4.6 OMGWTFBBQ Draft Post.
    • Discussion on New Spam Tactics
    • When to mark a thread as resolved.
    • Checkin with International Support Liaisons

    For any other items to discuss please add them in the comments below, or bring them up in the meeting.

    The meeting will be Thursday, July 28, 2016, 16:00 UTC in #forums on Slack. (a Slack account is required)

     
  • James Huff 6:18 pm on July 21, 2016 Permalink |
    Tags:   

    July 21st Support Team Meeting Summary 

    Attendance

    @macmanx @clorith @hardeepasrani @bcworkz @lasacco @fierevere @jmdodd @cristianozanca @sergeybiryukov @wido @ipstenu @pross @vitormadeira @pmfonseca @bethannon1 @stevesterndatacom @dartiss @numeeja @kenshino @geoffreyshilling @jcastaneda @songdogtech @jdembowski @tnash @kidsguide @abletec @justingreerbbi @themeislesupport @dimitris33 @lukecavanagh @imazed @valeriosza @francescodicandia @voldemortensen @tabakisp attended.

    Announcements

    • If you have been testing WordPress with Vagrant and VirtualBox, had the misfortune of upgrading to VirtualBox 5.1 only to find that Vagrant 1.8.4 doesn’t support it, and didn’t want to compile Vagrant 1.8.5 from source, Vagrant 1.8.5 was officially released earlier this week.
    • Along with the move to bbPress 2, a forum redesign is on the horizon. The first research steps have been taken and feedback is requested at the linked post.

    WordPress 4.5.3

    We have not identified any new negative trends introduced by 4.5.3.

    WordPress 4.6 Beta 4

    WordPress 4.6 Beta 4 is here. This is the final beta, so please start testing it, as less bugs in the final release = less threads in the forums.

    Varying Vagrant Vagrants is a simple way to run local WordPress sites for testing, though there are others, and of course you could always just install the beta on a subdomain on your own hosting provider/VPS/dedicated/cloud/etc.

    4.6 OMGWTFBBQ Draft

    The 4.6 OMGWTFBBQ Draft is up and open to feedback in its comments section.

    We’d especially appreciate suggestions for the “Not a Bug” section (these are items which are intentional changes, but may seem like a bug or glitch to users offhand, like Dashboard fonts being different).

    WCNYC Contributor Day

    The support portion of WordCamp NYC 2016’s contributor day was not well attended this year, and we’re going to see what we can do to improve that as we get closer to other contributor days.

    Domains in Profile Display Names

    Some forum members have been adding the domain of their site to their display name, which essentially turns forum listings into some sort of billboard for them, and isn’t necessary since display names can be linked to a site anyway.

    By unanimous vote, the Signature Guidelines have been updated to, “Using your WordPress.org profile for advertisement in posts unrelated to your themes and plugins is discouraged. This includes signature links and URLs in display names.”

    #forums Slack Channel Open to all Languages

    By vast majority vote, the #forums channel on Slack is open to all languages, not just English. If your language community has their own channel or Slack instance, we have no problem with that. We have simply made it official (no longer an assumption) that you are all welcome to use the #forums channel, even if you don’t speak English.

    Checkin with International Support Liaisons

    • The Italian support community’s handbook is now being published in stages, and their users can now select their WordPress version on forum threads.
    • The Dutch community is doing well.

    Read the meeting transcript in the Slack archives. (A Slack account is required)

     
  • James Huff 6:36 am on July 20, 2016 Permalink |  

    Agenda for July 21st Support Meeting 

    For any other items to discuss please add them in the comments below, or bring them up in the meeting.

    The meeting will be Thursday, July 21, 2016, 16:00 UTC in #forums on Slack. (a Slack account is required)

     
    • Jon (Kenshino) 7:21 am on July 20, 2016 Permalink | Log in to Reply

      Would be nice to hear what happened at WCNYC Contributor Day from @jdembowski

      I think we should also include a permanent ‘International Liaisons Update’ topic 🙂

      • James Huff 7:30 am on July 20, 2016 Permalink | Log in to Reply

        Added, thanks!

      • Jan Dembowski 9:36 am on July 20, 2016 Permalink | Log in to Reply

        It was a little disappointing. No one on Friday volunteered for the Support Team at that Contributor Day. ;(

        Usually there’s a few people but there were some very good presentations and lots of people went to listen to those. Except for my sitting down with one person to discuss WordPress, her web site and what she was trying to accomplish, there wasn’t any support activity.

        • James Huff 6:54 pm on July 20, 2016 Permalink | Log in to Reply

          Hm, I wonder if there’s anything we can do to help make the support portion of contributor days better attended.

  • James Huff 5:52 pm on July 14, 2016 Permalink |
    Tags:   

    July 14th Support Team Meeting Summary 

    Attendance

    @macmanx @jdembowski @abletec @kenshino @clorith @jmdodd @fierevere @otto42 @bcworkz @erricgunawan @kidsguide @vitormadeira @sergeybiryukov @dartiss @numeeja @justingreerbbi @hardeepasrani @cristianozanca @geoffreyshilling @themeislesupport @songdogtech @stevesterndatacom @lukecavanagh @valeriosza @pmfonseca @rafaelfunchal @gugaalves attended.

    Announcements

    We’re trying a new format by putting announcements first. In this case, “announcements” are any announcements that either don’t need discussion or where discussion happens elsewhere.

    • The next WordPress Community Summit has been moved to WordCamp EU 2017. WordCamp EU 2017 will be in Paris, France from June 16 to 18. The Community Summit dates have not been set yet, but they will be either before or after WCEU.
    • If you’re looking to help more often in the Accessibility forum, or contribute to WordPress accessibility, or even just learn more about a11y in general, @abletec has released her educational materials for free.
    • Along with the move to bbPress 2, a forum redesign is on the horizon. The first research steps have been taken and feedback is requested at the linked post.
    • The Plugin Directory v3 is now in public beta! For more details, and to leave feedback, please see the linked post.
    • If you have been experiencing Slack crashes lately, it’s probably due to memory consumption from the size of WordPress Slack along with any other Slacks you may be logged into it. If you’re a Mac user, you’re in luck. @boogah has released Making WordPress which is basically a dedicated app for just WordPress Slack. Resource usage should be much lower, and if it still crashes, it won’t take your other Slacks with it.

    WordPress 4.5.3

    We have not identified any new negative trends introduced by 4.5.3.

    WordPress 4.6 Beta 3

    WordPress 4.6 Beta 3 is here. Please start testing it, as less bugs in the final release = less threads in the forums.

    Varying Vagrant Vagrants is a simple way to run local WordPress sites for testing, though there are others, and of course you could always just install the beta on a subdomain on your own hosting provider/VPS/dedicated/cloud/etc.

    4.6 OMGWTFBBQ Draft

    The 4.6 OMGWTFBBQ Draft is up and open to feedback in its comments section.

    Shiny Updates was suggested as a candidate for the Not a Bug section, but was left out for now as it’s a much more intentional and obvious improvement/change than Font Natively.

    WCNYC Contributor Day

    @jdembowski will be supervising the support contributors at WordCamp NYC 2016’s contributor day and asked for suggestions/requests for the support contributors there, beyond the traditional “answer in no-replies” suggestions.

    Suggestions were given to offer feedback on the Support Handbook while using it to do support, to help out with triaging bugs in the Alpha/Beta forums, and to contribute feedback to the redesign research.

    Not-English Support Communities in the Meeting

    Everyone is welcome to attend and participate in the weekly Support Team Meeting, that especially includes members of the not-English support communities. Given how attendance usually works out, it may appear that we focus exclusively on English support, but if you have something that needs to be addressed in your support community, please do bring it to the meeting.

    Responsible Moderation

    Please remember that we do have the power to delete individual replies, not just entire threads. If anything in a thread is salvageable or otherwise of value to the community in general, please strongly consider only removing the offending replies, rather than the entire thread.

    Read the meeting transcript in the Slack archives. (A Slack account is required)

     
  • James Huff 8:35 pm on July 12, 2016 Permalink |  

    Agenda for July 14th Support Meeting 

    For any other items to discuss please add them in the comments below, or bring them up in the meeting.

    The meeting will be Thursday, July 14, 2016, 16:00 UTC in #forums on Slack. (a Slack account is required)

     
  • Ipstenu (Mika Epstein) 2:58 pm on July 12, 2016 Permalink |  

    FYI. There’s some talk going on about Forum Design in Meta:

    https://make.wordpress.org/meta/2016/07/11/forum-design-research/

    Drop some comments on that post if you have ideas 🙂

     
  • James Huff 10:22 pm on July 11, 2016 Permalink |  

    4.6 OMGWTFBBQ Draft Post 

    Here’s a rough draft of the 4.6 OMGWTFBBQ thread, adapted from the one for 4.5.

    Thread Title: READ THIS FIRST WordPress 4.6 Master List

    Hooray! FIX TITLE AND URL is here! But OMGWTFBBQ!? WordPress 4.6 broke everything?

    Don’t Panic!

    Before you go any further, make sure you’ve updated your plugins and themes to the latest versions, clear your browser’s cache and cookies and re-log into your WordPress dashboard.

    Still having problems? Okay, read on!

    This thread contains the known issues with plugins and themes found in 4.6. 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 4.6” 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 is a not a bug. 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:

    Make sure you’ve read this entire thread and FIX URL New Features in 4.6 Codex Article.

    Go to your own install’s about page – `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. Not just your browser, but any op cache or content network cache as well such as Cloudflare. That will solve many weird Javascript issues.
    • If your host provider has a “Purge Varnish” option or if you can ask your provider to flush memcache on your server.
    • 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 Sixteen 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 `twentysixteen`. That will force your site to use it.
    • Manually upgrading. When all else fails, download a fresh copy of the latest.zip file of 4.6 (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 (NOTE: do not delete the `wp-content` directory or your `wp-config.php` file) Read the Manual Update directions first.

    Next section, posted as a reply:

    Core Changes

    In addition to new features highlighted in FIX URL the release post:

    This Crazy Change: To be filled in later based on the release post.

    This Other Crazy Change: Will there be more? Who knows?!

    Next section, posted as a reply:

    Not a Bug

    The following features changed behavior.

    My Dashboard Fonts Look Different: It is true that WordPress used to have one font across all operating systems and browsers. It did this by basically downloading Open Sans from Google Fonts on every single Dashboard page load. Default system fonts have improved dramatically over the years, and the developers have decided to cut Google out of the mix and simply use the default system font of whichever device you’re currently using. Along with a new font, you should be noticing a slight speed increase and less data usage from your Dashboard pages.

    While every attempt has been made to ensure that there are no breaking issues with this change, if you notice that the font in your Dashboard is unreadable, please open a new thread in these support forums listing your operating system and browser (and versions of both), and a screenshot (which you can upload via Media -> Add New in your site’s Dashboard, click on the new file in the Media library, copy the File URL to the right, and add that File URL to your new thread’s content).

    Next section, posted as a reply:

    Known Issues

    • There are no known consistent or reproducible known issues in the final release of WordPress 4.6 at this time.

    The final release of WordPress 4.6 is scheduled for August 16, 2016, so the content of this post may continue to change until then. Please use the comments below to suggest any alterations.

     
  • James Huff 5:41 pm on July 7, 2016 Permalink |
    Tags:   

    July 7th Support Team Meeting Summary 

    Attendance

    @macmanx @clorith @kidsguide @hardeepasrani @lasacco @geoffreyshilling @bethannon1 @stevesterndatacom @ipstenu @keesiemeijer @bcworkz @bdbrown @vitormadeira @jmdodd @sergeybiryukov @zoonini @dartiss @numeeja @kenshino @dimitris33 @pmfonseca @tnash @jcastaneda @imazed @songdogtech @girlieworks @hideokamoto @zodiac1978 @pixolin @cristianozanca attended.

    WordPress 4.5.3

    We have not identified any new negative trends introduced by 4.5.3.

    There was a brief reminder that Visual Composer broke after 4.5, which is the source of still quite a few “my editor doesn’t work” threads (probably from users waiting until now to make the leap to the 4.5.x branch). The folks behind Visual Composer released version 4.11.2 the same day as WordPress 4.5 to fix the problem, but those who have Visual Composer bundled with their themes cannot update to the latest version if their themes’ developers don’t provide it. As such, @macmanx has been suggesting that stranded users consider purchasing their own Visual Composer licenses, so that they can always stay up to date.

    WordPress 4.6 Beta 2

    WordPress 4.6 Beta 2 is here. Please start testing it, as less bugs in the final release = less threads in the forums.

    Varying Vagrant Vagrants is a simple way to run local WordPress sites for testing, though there are others, and of course you could always just install the beta on a subdomain on your own hosting provider/VPS/dedicated/cloud/etc.

    Please pay extra close attention to how your operating system’s default font is utilized in the Dashboard. The question is, “Is it really too small/light, or is it simply noticeably smaller/lighter than Open Sans?” If it’s definitely too small/light, please feel free to join in the discussion on #36753

    IRC Announcements

    @jdembowski and @kenshino are now moderators in the #wordpress-social channel in IRC. Additionally, the IRC moderators will now be taking a much stricter stance against abuse.

    Checkin with International Support Liaisons

    • Both the Dutch and Russian support communities are doing well and have noted new contributors.
    • The Portuguese support community has been growing well since it re-opened earlier this year.
    • The Italian support community’s handbook is in the final review stages.
    • And, the Japanese and German support communities are doing well.

    bbPress 2 Move Status

    The move to bbPress 2 is still underway. @jmdodd is working on porting the most crucial plugins and invites anyone interested in helping to test the completed ones.

    OMGWTFBBQ Draft Post

    The OMGWTFBBQ draft post for 4.6 will be posted here some time before next week’s meeting, which will be Thursday, July 14, 2016, 16:00 UTC as it usually is.

    Read the meeting transcript in the Slack archives. (A Slack account is required)

     
  • James Huff 6:43 am on July 6, 2016 Permalink |  

    Agenda for July 7th Support Meeting 

    • How’s WordPress 4.5.3 looking so far?
    • Are you testing WordPress 4.6 Beta 2?
    • IRC Announcements
    • Checkin with International Support Liaisons

    For any other items to discuss please add them in the comments below, or bring them up in the meeting.

    The meeting will be Thursday, July 7, 2016, 16:00 UTC in #forums on Slack. (a Slack account is required)

     
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
Skip to toolbar