Before Contacting Support

We at Aspen Grove StudiosDivi Space, and Potent Plugins are proud of our high-quality products, and we are even more pleased with how well received these tools are. We love seeing the positive impact it made on your designer and developer efforts. Thank you!

Like any top-tier WordPress theme or plugin (or even WordPress itself), we've seen that what we provide works without flaws in 99% of installations.
However, there are times when certain installs might have a problem successfully using our products. A lot of times, this is caused by conflict or limitations based on hosting, plugin configurations or custom development on your site.
Here are some steps you can take to hopefully save yourself the time it takes to submit a ticket and have our support team look into your issue. These are steps we (and most vendors), take anyway. We'll also let you know what information you can provide that will speed up the troubleshooting process for both us, in case none of these work for you.
  1. Search this knowledge base for FAQs or articles that may already have the solution to your problem.
  2. If you are using one of our products, in most cases this means that you have Divi (or sometimes Extra), as your parent theme. We see quite often that the Divi Builder plugin is also being used as well. The Divi Builder Plugin is NOT needed in this case, and in fact, can cause conflicts.

    If this is your case: 
    1. Make a backup of your site. 
    2. Deactivate and then delete your Divi Builder plugin. 
    3. Check to see if the problem still exists.
  3. Certain combinations of plugins can also cause issues.
    • Deactivate all plugins. See if the issue still exists. If not, reactivate each plugin one at a time, while checking for the issue after each plugin activation. If the problem appears after activating a particular plugin, then you know what is causing the conflict. Here's a handy guide to show you how to perform this basic troubleshooting.
  4. PHP versions below version 5.6 are not supported by us (and are, in fact, not maintained anywhere). If you do not know how to determine the version of PHP your site is running, please check with your host. We recommend PHP version 7.0 or greater for modern compatibility and much better site speed.
  5. Caching, along with CSS/JavaScript minification. Some hosting providers, along with certain optimization plugins, provide the ability to "cache" your pages (meaning they are served to the client from an already generated copy of the page). Some themes (namely Divi, in our case), and optimization plugins also allow you to "minify" your stylesheets and/or JavaScript code (make them smaller for faster loads).

    Your browser also has a cache to help your browsing experience run more smoothly and faster. All of this can also cause conflicts while you are working on your site.
    • Turn off host or plugin caching and make sure your cache is clear. 
    • Make sure to clear your browser cache, including the "local" cache. A Google search will tell you how to do this for your specific browser and operating system.
    • Turn off any minification options your theme and/or plugins might offer. We advise that you should NOT use any caching or minification options until your site is "live" anyway, simply because of the above-mentioned conflicts that can occur.
Going through the steps above solves maybe half of the tickets we receive. If that does not help, then here's what you can provide for us during your ticket submission to make your support experience as quick and seamless as possible.
  1. Your name and surname, the name of your company and your email.
  2. A description of what (when and where), is happening in a clear and precise way.
  3. A description of the scenarios in which the issue occurs. For instance, if the problem appeared after making a change (updating or installing a plugin or a theme, for example), explicitly mention that the issue occurred after updating plugin X.
  4. Include the steps to reproduce the problem.
  5. Optional, but highly recommended: add screenshots or screencasts that depict the problem.
  6. What browser and operating system are you using? Chrome/Firefox/Safari, Windows 10/Mac OSX, Android/iPhone, things like that.
  7. If at all possible, what username/password can we use to access the WordPress admin area of your site? We understand that it's not always possible to do so, but it makes our troubleshooting efforts a thousand times easier, and much faster if you can provide admin login information.

    • Best practice: Please create a separate WordPress admin account that you can delete after the support process is over. For security reasons, and to eliminate any confusion, we prefer that you do not give us your private WordPress admin account login information. Just make sure that the temporary admin account you create for us has all the rights we need to access everything. Once we are done, you can delete the user you created for us.
  8. What is your hosting provider? This might give us a lead on known issues with that particular host.
  9. Because of the complexities mentioned above, it would also be very helpful for us if you could:
    1. Install/activate this free plugin: Send System Info
    2. Navigate to Tools >>> Send System Info and click on the "Send as URL" tab.
    3. Then click on the "Generate new URL" button
    4. Send us the resulting URL.
        See this demo:

        **Once we are done with your ticket, you can deactivate and then delete the plugin.
  10. If you have created example pages for us to look at, make sure you keep those pages available until the support process is over.
  11. If you've shared a "live" page that has a problem, and you've updated it since our last communication in an attempt to fix it, please let us know what you did. This is consistently a big source of confusion on both parts. 

Putting yourself in the shoes of the person who is going to deal with the request usually helps a lot. Note that such a person has no context and needs to understand your problem.  Always re-read the text of your support request to make sure it is understandable by someone else.

We hope this article will provide the best experience possible if you should ever need support with your Aspen Grove Studios or Divi Space product. Again, thanks for being our customer! Our families appreciate it. 
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