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1.0 – How We Can Help Users of the Free Version

If you are using the free version of the TreePress plugin, please request support in the first instance on the official WordPress support forum here.

Please note, however, that WordPress has strict policies on how we offer help in that forum.

Sometimes it feels like the easiest way for us to assist you is to logon  to your site and look into the issue directly.

However, WordPress discourages this.  In particular, if you are using the free version and post a support query on the WordPress support forum their view is this:

“Users on the forums aren’t your customers, they’re your open source collaborators… “

They have recommended that users do some of the following:

  • Install the Health Check plugin and get the data that way.
  • Link to the http://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
  • Create and post a link to their phpinfo(); output.
  • Enable WP_DEBUG and how to log that output to a file and how to share that file.
  • Run through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again (the Health Check plugin can do this without impacting any site vistors).
  • Provide a step-by-step guide to what you did so we can try to reproduce the problem.

We also suggest you check our documentation and FAQ carefully – often users complain of a ‘bug’  but the real issue is an incorrect setting.  Note that if your whole tree does not display the first thing to do is closely check that each family member is correctly linked to their parents and spouse.  Missing or incorrect links are frequently the cause of trees displaying incorrectly and we cannot identify this using fault detection and log based support because there is no bug.  What’s more, we don’t know your family so it’s hard for us to spot an incorrect link.

1.0 – How We Can Help Users of the Free Version