Getting Support for Soliloquy

Getting support for Soliloquy is as simple as opening up a support ticket with us. However, below are some helpful hints to review before requesting support.

I invite you to read through this guide and learn how to best “Help us help you.”

• General Best Practices and User Self-Checks for Support
  1. Is the Hosting Service up-to-date?
  2. Check WordPress is up-to-date
  3. Is the Soliloquy plugin up-to-date?
  4. Do you have any JavaScript errors?
  5. Have you reviewed our debugging documentation?
  6. Is support still needed?
• Submitting an Email Ticket

General Best Practices and User Self-Checks for Support

Step 1 – Is the Hosting Service up-to-date?

The latest WordPress release (as of January 2018) recommends PHP 7.2 or higher, MySQL 5.6 or greater OR MariaDB 10.0 or greater, HTTPS support and The mod_rewrite Apache module. You can find more about hosting services and requirements here. Sometimes slider issues can be caused largely by a hosting service not working properly or it is not up-to-date with the latest WordPress requirements.

If you are a new customer and are having problems loading Soliloquy on your website, checking your hosting service should be your first priority.

Step 2 – Check WordPress is up-to-date

Again, this may seem basic, but it is crucial. Are you running the latest release of WordPress? If not, you are more vulnerable to bugs, security vulnerabilities, and problems with plugins. If you need help in updating WordPress, check out their documentation here.

Step 3 – Is the Soliloquy plugin up-to-date?

We have already created a document talking about installing and activating Soliloquy, so I encourage you to check that out and ensure your Soliloquy plugin is activated.

The next step is very similar, make sure Soliloquy is up-to-date with the latest version and that all your Addons are both updated and activated. If you need help, check out WordPress’s plugin documentation on managing plugins.

Step 4 – Do you have any JavaScript errors?

Many times, other plugins can cause Javascript errors. Depending on the error, it can cause Soliloquy to not load or to load improperly. Like a car-wreck in front of you on the road, the problem is not your car but rather the mess in front of you. In a similar fashion, these errors must be resolved first before determining if there is a possible problem with Soliloquy. WordPress provides documentation around examining your webpage and resolving Javascript errors.

Step 5 – Have you reviewed our debugging documentation?

While this guide has addressed more general and generic issues that could interrupt your use of Soliloquy, we actually have a more in-depth debugging guide here. Please check out this guide first, before moving on to Step 6 below.

Step 6 – Is support still needed?

If you have progressed through the first four steps but have not been able to resolve your issue, then now you are ready to reach out for Soliloquy Support. No matter the level of support your license provides, remember these principles to help us best help you:

• Provide a web-address for the website in question.
• Be specific (as much as your technical ability allows) as to both the problem and your desired functionality of Soliloquy.
• Be concise. To be specific, you may need paragraphs to describe the problem. No worries, write whatever is required. However, if you have a question lodged in the middle of a large paragraph, it has the potential to be accidentally overlooked as we process Support.
• If multiple questions, consider using bullets or numbers to help make clear you have multiple questions, concerns or suggestions.

Submitting an Email Ticket

You will have access to email support once you log in to Soliloquy. Log in to your account here at Soliloquy. From the Member’s Area dashboard navigate to the Support tab. Here you’ll find a form you can complete to submit details of any question, concern or issue you’re experiencing.

The form will request the following questions (* = required), and here we’ve included why we need that information:

• Name* — Important so we know who we are talking to.
• License Key* — Important so we can verify your license key status.
• Email* — Important so we can reply back to you.
• Subject (drop down list)* — This helps us quickly identify the type of question you are asking.
• “I have followed the Debugging Steps” (checkbox)* — A lot of problems can be resolved by following our debugging guide.
• Link to Slider Page in Question* &mdash This is very important; often times you may have your slider placed on a specific post or page on your site that is not the homepage.
• WordPress Administration Username &mdash Helpful for backend / admin-side debugging.
• WordPress Administration Password &mdash Helpful for backend / admin-side debugging.
• Bug/Issue* &mdash This needs to be both specific and concise for best results. What do we mean? Give the list of steps to replicate the issue. Tell us what the exact problem is versus what you were expecting. Bullet points are very helpful here for more complex issues.
• Supporting Evidence (upload field) — We encourage you upload a file that might help highlight or clarify the issue you’re contacting us about.

Finally, when you are finished, hit the Submit button.

After you submit your support query, our system will receive your support ticket. We will respond as quickly as possible to resolve any issues and to help make your website the best it can be.

In the meantime, remember to check out our debugging guide, our extensive documentation, or visit our blog.