Troubleshooting Guide

If something is not working as expected, try these common solutions first:
 

  1. Check the Documentation for Minimum Requirements
  2. Follow the “Installation & Activation“ instructions within the Documentation
  3. Follow the “Troubleshooting” steps listed below:

 
Check for Known Issues

The Known Issues section of each plugin’s Support Forum provides information about issues we’re currently aware of and have fixed, or are working on fixing as soon as possible. It lists all common issues, including a description of the problem and methods to repair the problem or work around it. Check this section for known issues related to the problem you are experiencing. If you find your issue listed, follow the instructions to repair it or work around it. Often, following these instructions can be the first and last step in troubleshooting the problem you may be having.

If your issue isn’t listed here, however, there’s one more place to check for known issues. Go to the product page and check the Changelog for any updates or bug fixes that are related to your issue. If any changes that are listed there are related to your problem and have an update mentioned to fix it, go ahead and perform the update. Then, test to see if you are still experiencing the same issue. If so, move on to the next step.

Identify Plugin Conflicts

Identify if the issue is, in fact, being caused by one of our plugins. You can do this by deactivating ALL other plugins except for the one in question. Then test to see if you are still having the same problem. If so, there may be a conflict with another plugin. If the problem goes away while all plugins are inactive, then reactivate them one by one to determine which plugin is causing the problem. Use the following steps:

  1. Enable one plugin, check if the problem comes back.
  2. If the problem still does not reappear, disable this plugin and enable the next plugin.
  3. Check if the problem reappears.
  4. Repeat the cycle till the problem reappears. Once that happens, you know the conflicting plugin. Contact authors of both the plugins to resolve the issue.

Check for Theme Compatibility

Sometimes, there could be a conflict with the theme you are using. Switch to a default WordPress theme (such as Twenty Fifteen or Twenty Sixteen), then try to do what was not working. If the problem stops, there may be an issue with the theme you are using, and you will have to contact the theme’s developer for support. But, if the problem remains while the default theme is active, it may not be a problem with your theme.

Reverse Code Changes to Your Theme

Revert code changes if you have modified the theme’s code. If using a child theme, reactivate the parent theme. Then test to see if you are still having the same problem. If so, check and update your code, then test again. If the issue is still not resolved, move to the next step.

Clear the Cache

Clear cache in both your browser and in any caching plugins that you are using (also disable services like CloudFlare, if used with your website). You may also want to deactivate any caching plugins you have on your install. If you are still having problems, move on to the next step.

Update Core, Plugins & Theme

Update everything including WordPress, the theme and plugins. Also check for a new version in Specific Themes (go to your theme, then check out its Changelog) in case your updates are not working.

If you have followed ALL of the above Troubleshooting steps and none of these seem to solve the problem, move on to the 2nd part of our Support Resolution Process – Discuss Your Issue with Our Support Team. Post your issue on the Support Forum, under Plugin Support, then locate the specific support forum for your plugin. Please post your issue and your troubleshooting results on the Support Forum and our Support Team would be happy to help!

Note: DO NOT post BEFORE completing these steps, as you will only be asked if you have done the Basic Troubleshooting first, then asked to perform these steps anyway. These troubleshooting steps are designed to help us identify what may be causing your issue, so that we can provide you with the best support possible. That’s why it’s important to perform these steps first.