Troubleshooting

Sometimes things will go wrong. If you are having problems please ask questions on the discussion group. You also should review log information from your site. netPhotoGraphics maintains a debug log you can view from the logs tab. The software will attempt to trap errors and report them in this log. But PHP scripts are limited in what errors they can trap. In this case the only source of error reporting will by your server’s script error logs. If you do not know how to access these, please contact your hosting provider.

The content of these error messages is critical in diagnosing problems. Without them we are in the dark. We also typically need to know things like the release version of netPhotoGraphics you are using and what theme you have activated.

It may also make sense for you to try to isolate the issue. For instance if you are trying out a new plugin, does the error still happen with it disabled? To other themes exhibit the issue? The discussion group is a good place to get information, but a poor place to track if your problem has a correction. We use the GitHub ticket system for rigorous issue management. You may post issue tickets to be sure that your problem is seen and analyzed.

Some guidelines to help us to help you in reporting bugs:

  1. Disable all third party plugins and theme and try to reproduce the issue with an official theme. Our ability to diagnose problems is much aided if we can reproduce them ourselves.
  2. Always use the latest netPhotoGraphics release. We can provide only minimal support for versions that are not current. There will be an install button on your admin overview page if you are not on the latest release version.

If the above does not already resolve your issue, please follow these further steps:

  1. Open a new topic on the forum (you need to register first) or if you are sure it is a bug even better a ticket on GitHub (You need to create a free GitHub account).
  2. Please one issue/topic per ticket and use a descriptive ticket name. Please don't mix several or even unrelated issues in one ticket. For general questions please use the forum
  3. Provide a detailed description of your problem with step-by-step directions to reproduce the problem
  4. Provide detailed information like:
    • netPhotoGraphics version
    • Theme used
    • Plugins used
    • Server configuration
    • Browser and which version/system
  5. Review the your error logs. If you get blank pages this is the first you should do. Ask your host if you don't know where the server logs are located:
    • netPhotoGraphics debug log (please set the language to the default English so we understand it!)
    • Server (php) error log
    • Browser error log
  6. Also please state what browser and which version you are using and report any error shown in your browser error log.
  7. Post links to your site if it is public. Posting screen captures limits the information we can get as we often need to look at the underlying HTML to see what is going on.
  8. In case an image file or the like is involved post a link to the file so we can try to reproduce.
  9. Please monitor your forum topic or ticket regularly as we probably will have follow up questions and your answers will help us to fix an possible issue faster. If you don't respond and we cannot reproduce your issue at all, tickets may be closed unsolved after 7 days.

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