Bug Reports/How to get Help

All Users

The quickest way to solve a problem is to look for existing solutions. On this website that means the following:

Read the articles about your particular software.
Read the FAQ (Frequently Asked Questions) - we have lots of answers in there.
Search the forums for error messages or appropriate keywords.
Do not use the Forum's Private Message (PM) function - we don't check them

If none of those help then login to the appropriate forum and post your question. When you post your question don't forget to provide context so people can provide the best answer - start with the things suggested below.

Free Software Users

If you have problems using any of the software on this website please use the FAQ's and user forums to try and resolve it.

Don't send us an email as this will not help you get an answer and it won't help other users who may be experiencing similar problems. Don't use the contact forms either as they go to sales. Email and contact forms only go to one address whereas our support forums are seen by many people making the chances of you getting a prompt answer much higher.

Read the FAQ's, search the forums and if you can't find an answer then post a question on the forums, remember the things suggested below.

Current Support Subscribers

If you're a paid support subscriber please use the subscribers forum which is monitored by our support staff. If it is urgent in addition to posting to the subscribers forum use our contact form, especially if it's out of normal business hours. Remember, the more information you provide us the more likely it is we'll be able to solve the problem, start with the things suggested below.

If you don't have a paid support subscription then you will have to use the community forums which aren't monitored by us but which we do visit occasionally.

General Information to Provide

When posting a question about any problems you may be experiencing the following things will be useful:

version details for
- our software and
- things like Joomla, PHP, mySQL etc
browser name, version & platform (eg. Firefox, Safari, Chrome and which platform Mac/Win)
check your browsers JavaScript console and provide details of any errors shown in it.
try alternative browser to see if it's a bad browser behaviour/plugin issue. (90% of errors come from old versions of IE on Windows.)
URL showing the problem
- if no URL is available then a screen shot
any error messages (please cut and paste them out of your browser into the forum, don't try to remember them and type them in.)
turn on Joomla's debug mode and try to create the error again (also look at the debug output and copy and paste any relevant sections into your forum post.)

Don't use the Forum software's Private Message function (PM's)

This can't be said enough - don't use the PM function, it goes to one person only whereas we have multiple people watching the forums. We don't have the same people logging in every day so your PM may not be seen until they come back from holidays, a business trip or a pilgrimage!

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