Getting Support

Get Support

Your first stop for troubleshooting should always be the Admin CP. Once logged in, head to the Support section, which will take you to the support dashboard. This can be found in the following location in your Admin CP.

System -> Support - >Get Support. (Or by selecting Quick Links in the top right)

This area contains a number of built-in tools designed to help identify and resolve issues with your site.

Any issues are noted at the side of the relevant items, as seen in the image above. Clicking on "Fix This" will provide you with more information on how to fix the issue in question.

Support Logs

In addition to issue reporting, this page also displays error information at the bottom in the form of a graph. A noticeable increase in errors can indicate a developing problem that needs attention.

The three error types shown are:

• Error logs
  These are expected errors that may still be shown to users, such as permission issues or unavailable resources. You’ll also find settings here that allow you to control how detailed this logging should be.
  

• System logs
  These relate to issues that would not occur during normal operation, such as database connection failures or unexpected application errors.
  

• Email logs
  These report any issues related to sending email from your community.

Self Help Tools

And after reviewing the Health Dashboard, there are a few additional tools that may help resolve the issue. Starting here can often save you time in submitting a ticket, and often leading to self-resolution of issues.

Clear Cache

One of the first things you can try is clearing the system caches. You’ll find this option at the top of the Tools and Diagnostics section.

Disabling 3rd Party Items

A key step in diagnosing issues is temporarily disabling any third-party customisations you have installed. The majority of issues we see in Invision Community are caused by custom themes, applications, ads etc, rather than the core software. It is therefore important you check these before continuing with anything further.

You can disable these by entering the "Customizations Overview" link

Disable all customisations using the button provided, then open your site in a new browser tab to see if the issue is resolved. If it is, you’ve confirmed that a third-party item is the cause. You can then re-enable items one at a time until the issue returns.

Once identified, the problem should be reported to the developer of the affected item.

Still Need Help?

If you reach a point where none of the steps above resolve the issue, we recommend starting with our support community. The community is actively monitored and staffed by our team, making it a great place to get help and advice quickly. If your issue requires private information to be shared, or needs to be escalated to one of our developers, we can create a private support ticket on your behalf to ensure it’s handled securely and appropriately.

Emailing Support

If you need further assistance after that, you can contact us directly by email and our team will be happy to help.

You can find links to both of these within your client area. Simply visit your client area, select your licence, and choose “Create Request”.

Classic - Self-Hosted

Should you require assistance for one of our classic licenses, where you are self-hosted, the following items should be observed when obtaining support

• All access details for your site should be updated within your client area, for the license in which you wish to obtain support.
  

• For any issues relating to mysql, php, email, or other environment questions, you would need to contact your hosting company, or person(s) who deal with your hosting environment
  

• Support for the Classic platform must be obtained via the support community. If a ticket is required, this will be created by our support team.
  

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