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Guides

Getting Support

We provide self-help, private ticket, and community-based support to ensure your Community runs as well as it can.

If you ever have any issues that you cannot solve with the methods below, please ask. We are here to help!

Health Dashboard

The first step to obtaining support should always be from your AdminCP. If you log into your AdminCP and visit the Support location, this will take you to Health Dashboard

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Health Dashboard

Within this area, there are many tools in which may assist you in resolving issues on your site.

Applies to self-hosted customers only

Some items on this page may apply to self hosted customers only. Cloud customers may not see server related information, as this is all taken care of for you. 

The system will automatically check for any issues on your site when this area is visited. If there are any issues that are found, it will report them to you.

Critical issues - If there are critical issues that are showing in these area, you should address those immediately. These may be items such as incompatible items on the server, security patches, or upgrades which need to be run.
 

Important issues - There are items which, while should be looked at, do not dall into the category of being critical. Things such as 3rd party item upgrades being available, or recommending of a higher server component (PHP version for example).

 

In addition to issues being reported, errors are also reported on this page. YOu can see these at the bottom of the page by way of a graph. Any increases in these may be an indication of an issue on the site that needs to be addressed. The 3 types shown are


Error logs - These are items which are expected, but still shown to the user. An example of this may be a permission error, or notice that an item is unavailable. You will find extra settings in this area also, to choose how robustly you would like to log these types of errors.

System logs - These are those in which would not happen in normal use. So for example if you had a database connection issue, an unexpected coding issue, or anything else which is outside the normal parameters of the softwares intentions. 

Email logs - Any issues with sending of email.

 

Other Support Tools

Before submitting a ticket, and after checking the above, there are some tools you can use which may resolve issues. First of all you can clear any system caches. You can find this button at the top of the "Tools and Diagnostics" section

 

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Selecting "Something isn't working correctly."

 

Disable Customizations

An important part of the diagnostic process is disabling any 3rd party items you may have installed on your sysyem. The majority of issues you will see in Invision Community are caused by customizations (themes, plugins, apps) that are not part of our default set. You can disable these by selecting the "x third party customisations" link

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Disabling 3rd party

You should disable all customizations using the button provided and check on a new tab in your browser to see if this issue is resolved. If it has, then you know it is a 3rd party issue, and you should enable items one at a time until you find the cause. Once the cause is found, this should be reported to the developer of that 3rd party item.

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Disable Customizations

Submitting a ticket

If you cannot find the issue using the built in tools, there is then an option to submit a ticket to our support team who will be happy to assist you in getting to the bottom of your problem.

Provide a much information about the issue as possible. Including how to replicate the problem, and examples if possible.
 

Applies to self-hosted customers only

Often we will need access to your system to diagnose the cause of an issue. In this case, we will need some login details, and may at times require file system access. You can provide these securely from within your client area. To do this, log into your client area, select your license, then select "Review my details" (See further info below). Ensuring these are up to date, can often speed up the time taken to resolve your issue.

Anything you have already attempted to resolve the issue yourself is worth noting within the ticket. 

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Getting Support

If you are not able to access your AdminCP or have a non-technical question, you can always submit a ticket directly in the client area as well.

Providing Access (Self hosted)

If access details are needed in order to diagnose and resolve an issue with your site, these would be added within your client area. First of all log into your client area in the following location

https://invisioncommunity.com/clientarea/

Once you have logged in, select "Manage this purchase" next to the license you are reporting an issue for.

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Manage this purchase

On the next page, select "Review/Update Access information"

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Update access

You will then be presented with a form where you can securely add access information for your site. It is worth mentioning here that all IPS employees and contractors have executed elaborate non-disclosure agreements that protects the integrity of your data. Adding your information in this areas, ensures that it is stored in a secure location.

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Entering details

FTP Access - If you are unsure on what FTP access is, you would need to obtain this from your hosting company. 

Admin CP URL - Your admin area by default would be at (for example) www.yoursite.com/admin/ . If you have not moved from this location, then you can leave this section blank. If however you have moved your admin location, then please populate the new URL here.

Admin CP .htaccess - If you have an additional username and password you enter prior to getting to the admin CP login page, then these details would be added here. If you do not, then its likely you do not have these, and you can leave the section blank.

Admin CP Access - This is your admin username and password (or one that you create for our use). This must have full admin access in most cases, in order for us to assist.

Hosting provider - The name of the company in which provides the hosting for your site.

Notes - If there is any further information we need in order to be able to access your site, please ensure you add this information here.

Manually Checking Logs

If you cannot get to the AdminCP at all, you can access the system logs from within uploads/logs on your file system. It is always worth checking these. It may be for example that your MySQL instance has crashed or some other item in which you know how to resolve.

Recovery Mode (Self hosted only)

If you get to the point in which you cannot get to the admin CP, nor the front end, you can try using our new recovery mode function. In order to use this, you would add the following line to a constants.php file within your installations main directory

<?php
define('RECOVERY_MODE',True);

Once this is set, you can visit your ACP location and log in. On login you will see something similar to the below, which will be disabling 3rd party items, resetting default themes, and attempting to get you to a stock position so you can log in (it will not be deleting anything, don't worry)

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On login after enabling recovery

After this is complete, you will be shown a list of all items which have been disabled, and you will be informed to remove the line from your constants file. It is important that you do this, as you will not be able to navigate to any area of the admin CP until you have done so.

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Recovery Complete

You will then be able to enable items one at a time until the system breaks, in order to determine which of these items is causing your system not to function.

 


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