Resolving Issues with SM2 Extensions. - Powered By Kayako eSupport

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	Resolving Issues with SM2 Extensions.

Solution If you are using a SM2 Extension and at appears not to be working the way you expected then please log a ticket with our helpdesk.

When logging the ticket enter as much relevant information about the issue as possible to help us diagnose your problem. Please also try to register the ticket in an appropriate category. Some categories have extra fields that you should fill out that help us to diagnose your problem.

For support purposes we only offer support on the latest versions of our products. So if you are going to log a helpdesk ticket please ensure that you have upgraded your product to the lastest version. Any tickets submitted which indicate that you are not running the latest version will simply be returned asking you to upgrade first.

How to provide as much information as possible.

If your problem is an obvious error, or it seems like the system is not producing data when it should then the best way to help us diagnose your problem is to do the following.

Go to Joomla! Global Configuration
In the Site tab set Debug Site to Yes
In the Server tab set Error Reporting to maximum.

Note these changes will display a lot of extra information on your site, both in Administration and in the Front-End. So if your site is live you will want to leave this setting on for as short a time as possible.

Run though the product where you have been having issues. With the debug and error reporting set any errors should be obvious and should appear at the top of the page.

Make note of the errors and send the information to us in the Helpdesk ticket.
If no errors appear but you are not getting the result you know you should then copy the list of queries at the bottom of the page and include them as part of the Helpdesk ticket.

Once you have gathered the debugging information go back into the Joomla! Global Configuration and reset debugging and error reporting to their previous values.

Finally if you have contacted us via email or the forums before you have submitted your helpdesk ticket please include any relevant information from the previous communication in the Helpdesk ticket. Please do not assume that whomever is going to handle the Helpdesk ticket has access to the previous communication. This makes it easier and quicker for us to deal with your issues.

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Created On:

22 Mar 2007 10:48 AM