Should you encounter problems with your site, where you do not have a support plan, please do not e-mail or telephone, you should first of all checkout troubleshooting tips on the free support forums here and if there are notifications of similar problems from other customers, you will see these - this of course avoids any unnecessary repeat communications.
If troubleshooting does not resolve your issue, you should post the issue on the relevant forum, giving as much detail as possible - ie. what you were doing/trying to do, what error message you saw, include a screenshot where possible. We will respond via. the topic if it is a problem that appears to be affecting all sites, we will investigate and report back via. the forum.
If you have a support plan in place, by all means check the forums for known issues, and of course the recommended troubleshooting tips before telephoning. You can of course e-mail or use live support/leave a message - see bottom right.
Before reporting an issue, please check the following (if necessary copy, paste and print this troubleshooting guide!):
Are you able to access other websites (this checks that your Internet connection is working correctly) - try
Is the all-tech-plus website working - if you are reading this now, then of course it is, the issue may be related only to your own site.
If you are able to access other sites, have you recently updated the website (Joomla/Wordpress) and now the site isn't working/isn't working properly - if so restore your backup and retest.
If you are able to access other sites, you haven't recently updated Joomla/Wordpress, have you updated other components/plugins on your site - if so restore your backup and retest.
If you have performed updates, made changes to pages and what you see is not what you expect, in Joomla clear all cache files.
Clear your browser cache - this will vary how you do this dependent on the web browser you are using. If you are not sure, and you have an alternative web browser, try your site with another eg. Firefox, Safari, Internet Explorer, Microsoft Edge, Google Chrome and so on.
Are you able to access the backend of your website - most of you will know how to do this?
Is your e-mail still working - check that you can send a message to yourself, and of course receive it.
Following the troubleshooting above, check:
Is the error you see: Resource limit exceeded? No support plan clients: If so, please retry accessing your site later leaving at least 15 minutes before subsequent checks. If after 2 checks (30 minutes), please post on the forum and we will investigate. Support plan clients: Please telephone or e-mail. We will post in the forum on your behalf if the issue is also affecting other clients. We will continue to check your site as well as liaise with our supplier to resolve the issue.
Is the error you see: Connection refused?
Proceed as above.
Other? No support plan clients: Post on the forum. Support plan clients: Call or e-mail.
Last Edit: 5 months 4 weeks ago by All Tech Plus. Reason: Amendments