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Troubleshooting & Self-Service Guide

ByMatthew Simpson

Having an issue with your website? We’re here to help!

Self-Service Troubleshooting

Before submitting a new support ticket, be sure and try these quick self-help suggestions:

  • Clear the browser cache. (one of the most common solutions)
  • Try a different browser.* We recommend using Chrome or Safari as a primary browser. IE (Internet Explorer) and Edge are notorious for a number of issues – and as of this post, they currently make up less than 8% of the browser market share.
  • Try a mobile device (smartphone or tablet) connected to the same network as the device where experiencing the original issue.
  • Try a mobile device connected to a cellular network. This helps rule out any issues related to your local network, router, or firewall.
  • Restart the device experiencing the issue and try again.
  • Check for plugin updates. From your WordPress Administrative console, go to Plugins in the sidebar and check to see if all your plugins are up to date.

Submitting a Support Ticket

Sometimes you can’t solve the issue yourself – that’s why we’re here! When submitting a support ticket, provide as many details as possible with your initial message. We recommend including the following information with each support request:

  1. Describe the issue in detail. What were you doing or attempting to do when the issue occurred?
  2. Include the URL(s) where you’re having trouble.
  3. Include the name and version of your browser (and device)* you are using, and if you have tried to duplicate the issue using a different browser or device.
  4. If you receive an error message, capture the entire error message and any error codes displayed.
  5. If possible, send a screenshot.
    • How to take a screenshot on a Mac
    • How to take a screenshot on a PC
    • How to take a screenshot on an iPhone
    • How to take a screenshot on an Android

*Make sure you are using the latest version of your browser. Occasionally, older browsers may render an error that is not present in newer versions.

General Support Tutorials

 

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Infusion builds and supports websites, online stores, and digital marketing systems for professional service firms, medical experts, authors, speakers, and consultants.
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We help experts just like you increase their visibility, expand their reach, and improve their bottom line. Let’s talk about how we can help.

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Frequently Asked Questions

Do I have a Managed Support Services or Managed Hosting Plan?

If we host your website, yes – you have a Managed Support Services or Managed Hosting Plan. Go ahead and submit your emergency support request.

I don’t have a current plan. Can you still help me?

Emergency support is available only to those enrolled in a current plan. We offer non-emergency support for those not enrolled in a current plan based on our team’s availability and the complexity of your request. Services outside a Managed Support Services Plan are billed in one-hour increments. Each request results in the opening of a ticket in our support management system and will be addressed during normal business hours. Submit a support request here.

If you or your organization is interested in securing a fast response time and priority access to our team members, please contact us and ask about our Managed Support Services Plans.

More Support FAQs…

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Matt Simpson
Infusion Marketing

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