Self Service Guide

If you’ve landed here, chances are that you are having some kind of issue with your StoreApps plugins or WooCommerce store. This document is to help you figure out where the problem actually lies. Many of the issues you experience can be solved by addressing the following top three problems :

  1. Your website software is out of date.
  2. Doing some common Troubleshooting steps.
  3. There is a conflict with your theme or with another plugin.

Outdated Software

By keeping your software up to date, not only does that keep your website more protected against hacking, but new versions of WordPress, WooCommerce and StoreApps plugins, as well as your theme and other plugins, often have bug fixes that might resolve the current trouble you’re having.

To check if there are any updates available for your website, you can go to Dashboard -> Updates (or you can to WooCommerce -> System Status – where important notifications are highlighted in red), where you will see all updates available for plugins and themes.

Update Instructions

Refer here for how to update StoreApps plugins.

Common Troubleshooting Steps

  1. De-activating & Re-activating plugin – Simply de-activate and then re-activate plugin once and then have a check.
  2. Console Errors – Check if there are any error’s in the browser’s console? If yes, then please provide us the same (you can open browser console in Chrome using Ctrl+Shift+j) to investigate into issue faster.
  3. Fatal Errors – If you see a fatal error message on your site, typically it will tell you the path (which includes the name of the plugin or theme causing this) so that you can see what plugin or theme is causing the error. This will help you in tracking down where to fix this.
  4. Error Logs – A fatal error will record some useful error or warnings in Apache error log related to it. Check in your Apache error log. It can be accessed from your cPanel’s home page from logs section OR ask your system administrator or host provider to give it to you.

Plugin and Theme Conflicts

Almost half of the tickets we receive are related to issues caused by conflicts with third party themes and plugins. Although these themes and plugins provide additional functionality, more code running on your website will increase the chance of compatibility trouble. We strive to ensure compatibility with our extensions, but we can’t guarantee that 3rd party products made for WooCommerce will work with our software.

In order to troubleshoot conflicts, the first step is to try switching to a default WordPress theme (temporarily), such as Twenty Sixteen or Twenty Fifteen, to see if the problem still exists. If the problem goes away, you’ll have to contact your theme developer about the issue. There may be an update available which could resolve the trouble.

If the problem persists in a default theme, the next step is to disable all of your plugins (temporarily), except for WooCommerce and the StoreApps plugins where the trouble is occurring. Does that resolve the problem? If it does, then there’s likely a conflict with another plugin somewhere and to pinpoint which one, you can reactivate your plugins (1 at a time) and see if the problem reappears.

If the issue is still there running a default theme and no extra plugins activated, then contact us to investigate further. In the support ticket that you create, be sure to provide us with as much information as possible. Answering these questions will help us resolve the trouble quickly :

  • When exactly did you first notice the problem?
  • Have any updates been applied to your website recently?
  • Have you changed themes or made any design changes?
  • Have you installed any new plugins?
  • Can the issue be replicated on multiple devices?
  • Is your problem happening in one browser, or all of them?
  • Do you see any specific error messages?

Creating test replica of your live site

If you can’t perform above steps on your live site, then we recommend that you create an test replica of your live site and investigate there. Following free plugins will help you create an exact replica of your live site :

Troubleshooting a Slow Site

Please refer a nice article written by WooThemes for Troubleshooting a Slow Site Guide for tips and tricks on how to make your site faster.

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