Skip to main content

Troubleshooting

This section covers solutions to common issues that may arise when using all our plugins. Some sections may refer to specific plugin. If you're encountering problems, try the following solutions before contacting support.

Identifying Conflicts​

Sometimes, third-party themes or plugins may conflict with a WordPress plugin, preventing certain features from working correctly. Below are steps to troubleshoot and identify potential conflicts.

1. Disable Plugins​

  • Deactivate all plugins except the one you are troubleshooting, then check if the issue is resolved.
  • If the issue is resolved, reactivate the plugins one by one, testing after each activation.
  • Once the issue reappears, the last activated plugin is likely causing the conflict.
  • Check the conflicting plugin’s settings or contact its support for compatibility options.

2. Switch Themes​

  • Switch to a default WordPress theme, such as Twenty Twenty-Four.
  • Test if the issue persists with the default theme.
  • If the issue is resolved, it may be caused by custom code or features in your theme.
  • Consider reaching out to your theme developer for assistance or checking for theme updates.

Contact Support​

If you’ve tried the solutions above and are still experiencing issues, please reach out to our support team with the necessary details to help us diagnose and resolve the problem efficiently.

Example Information to Include When Contacting Support:​

  1. Site Health Information

    • Go to WordPress Dashboard → Tools → Site Health → Info tab.
    • Click Copy Site Info and paste it into your message.

  2. Feature Specific Issues

    • If the issue is related to a specific feature, include a screenshot of the settings if applicable.
    • Mention any steps taken before encountering the issue.

  3. Provide Screenshots or Video Recordings

    • Screenshots of the issue can help us diagnose the problem faster.
    • If possible, record a short video (e.g., using Loom) showing the steps leading to the issue.

  4. Check for Errors in Developer Tools

    • Open your browser’s Developer Tools (F12 key) and check for errors in the Console tab.
    • If there are errors, take a screenshot and include it in your support request.

Enable WordPress Debugging for Troubleshooting​

If you are experiencing persistent issues, enabling WordPress debugging can help identify underlying problems by logging errors.

How to Enable WP Debug Mode​

  1. Access Your Website Files

    • Connect to your website via FTP or use your hosting file manager.
    • Locate the wp-config.php file in the root directory of your WordPress installation.

  2. Edit wp-config.php

    • Open the wp-config.php file in a text editor.
    • Look for the following line: 
      define( 'WP_DEBUG', false );
    • Change false to true and add logging options: 
      define( 'WP_DEBUG', true );
      define( 'WP_DEBUG_LOG', true );
      define( 'WP_DEBUG_DISPLAY', false ); // Prevents errors from showing on the frontend
      @ini_set( 'display_errors', 0 );

  3. Save Changes and Upload

    • Save the file and upload it back to your server (if using FTP).
    • This will create a debug log file (debug.log) in the /wp-content/ directory.
note

For security reasons, we recommend ensuring that the debug.log file is not publicly accessible. Some web hosting providers may automatically block access to this file. If not, additional measures may be required to restrict access, depending on the hosting environment and web server software.

  1. Check the Debug Log

    • Open the debug.log file in /wp-content/ to see any error messages that may help diagnose the issue.
    • If you find relevant errors, copy and send them to our support team.

  2. Disable Debugging After Troubleshooting

    • Once troubleshooting is complete, disable debugging by changing true back to false: 
      define( 'WP_DEBUG', false );
  • Delete the debug log file

Providing Temporary Site Access (If Needed)​

If the issue persists and you're comfortable providing temporary site access, you can share credentials with our support team privately via email.

Warning

Never share login details in public threads or forums.

Steps to Provide Temporary Access​

  1. Create a Temporary Admin Account

    • Go to WordPress Dashboard → Users → Add New.
    • Set the Role to Administrator (temporary).
    • Use hello@berrypress.co as the user email.

  2. Send Login Details Privately

    • Email the credentials with link to login page to our support team.
    • Include a brief description of the issue and any troubleshooting steps you've already tried.

  3. Revoke Access After Issue Resolution

    • Once the issue is resolved, delete the temporary admin account from your WordPress dashboard to ensure security.
  • Create a temporary admin account instead of sharing your main credentials.
  • Always back up your website before granting access.
  • Delete or disable the temporary account immediately after support is completed.

By granting temporary access, you acknowledge and agree to the following terms:

Terms for Providing Temporary Access​

By granting temporary access to our team, you acknowledge and agree to the following terms:

  1. Limited Access
  • Access will only be used for the purpose of diagnosing and resolving the reported issue.
  • We will not make any changes beyond what is necessary for troubleshooting.
  1. No Liability for Data Loss
  • While we take precautions, we are not responsible for data loss, downtime, or unintended changes resulting from troubleshooting.
  • It is your responsibility to back up your site before granting access.
  1. Confidentiality
  • Any information accessed during troubleshooting will be kept strictly confidential and will not be shared with third parties.
  1. Security and Removal of Access
  • We recommend using a temporary admin account, which you must delete after issue resolution.
  • If we provide troubleshooting via FTP, database, or hosting access, you should reset your credentials after the support session.
  1. No Guarantee of Fixes
  • While we will make our best effort to diagnose and resolve the issue, we do not guarantee a solution for third-party conflicts, server-related issues, or custom code modifications.
  1. Compliance with Our Support Scope
  • Support is limited to issues related to our product.
  • Customizations, third-party integrations, or issues outside our software’s intended functionality are not covered.
  1. Termination of Access
  • We reserve the right to decline or terminate temporary access at any time if we suspect security risks, policy violations, or misuse.

Following these steps will help our team investigate the issue while keeping your site secure.