Trouble with my Dashboard
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Hi, I recently paid to have a new theme installed off of the premium themes section, and now I seem to be having trouble accessing my dashboard or market place. Neither will load. Any suggestions?
The blog I need help with is: (visible only to logged in users)
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Hi,
I am tagging a staff member to help you out with this.
Please be patient so that they can have a look at it and sort the theme issue.
Thanks
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@rambogenius
The first thing we do when we consider responding to any thread is to determine the URL & hosting.@taylerhazelwood
fromthegroundupblog.org is hosted by CyrusOne
ns1.bluehost.com
ns2.bluehost.comThat site is not hosted by wordpress.COM. It is not on our servers. We provide support only for wordpress.COM hosted sites. You are posting to the wrong support forum.
WordPress.COM and WordPress.ORG are completely separate and have different username accounts, logins, features, run different versions of some themes with the same names, and have separate support documentation and separate support forums. Read the differences here http://en.support.wordpress.com/com-vs-org/
Our support docs do not apply to
(1) local installs of wordpress.ORG software on your own server or
(2) wordpress.ORG software installs on paid hosting, and we do not provide support for them at wordpress.COM.
(3) sites linked to wordpress.COM accounts with the Jetpack plugin so they display on the My Sites wordpress.com account page.re: wordpress.org support
The wordpress.ORG support forum is at http://wordpress.org/support. The wordpress.ORG login link is here https://login.wordpress.org/ If you do not have an account yet then click Create an account https://login.wordpress.org/register/ and if you have lost an account password click Lost password? https://login.wordpress.org/lostpassword/
WordPress.org support docs are at https://codex.wordpress.org/Main_Page
See also https://apps.wordpress.org/support/ for app support.re: Jetpack support
Some Jetpack solutions are here http://jetpack.com/support/
Others are in the Jetpack support forum at WordPress.org
http://wordpress.org/support/plugin/jetpack
However, if help cannot be found at either one then they can file a Jetpack support ticket here > http://en.support.wordpress.com/contact/?jetpack=needs-service -
Hi @timethief
I actually thought they upgraded and needed staff help as it was mentioned they bought the premium theme (which I thought was from WordPress.com)
My bad. Thanks for the correction.
How do you determine the host? Please let me know.
Also I learn a lot from your answers. I will keep learning. I will keep this in mind.
Thanks
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Tips on answering support questions
Understand that we volunteers select which threads we post into based on being convinced that we have a complete and correct answer prior to posting anything at all. We understand that anyone posting to a support forum expects and deserves a correct and complete answer in the first response posted wherever possible. Simply tagging threads with modlook does not amount to answering a support question. It creates a delay for the person who needs help now.
If we spot a thread we do not feel 100% convinced that we have a correct and complete answer for because we have used forum tags search, support docs search and Google search and cannot find an authoritative support doc to backlink to, a staff response to a similar previous thread to backlink to, or a response from an experienced Volunteer to backlink to, then we subscribe to the thread and allow another more experienced Volunteer or Staff member to answer it.
That approach ensures that the person who needs help, hopefully, gets the correct answer in the first response posted, so their time is not wasted and they do not become frustrated due to confusing back and forth exchanges with Volunteers.
Aside from being aware of the sticky post content at the top of the support forums, the first step of all for answering any support question that we think we have an answer for is to answer the question what is the URL of the site being referred to and who hosts the site. If it the URL of the site referred to has not been provided then ask for it and post nothing else. Also note that the software supplies URLs but the one provided may not be the one the person is referring to.
If you have determined the URL and the site is hosted by wordpress.COM click the member link under the username of the person who needs support. Doing that means you can spot and tag duplicate threads. It also gives you a heads up on how experienced the blogger may be, how many times they may have had the same issue in the past, and how it was resolved. Speed reading the past threads will help you determine how much detail to provide in your responses.
The second step is to locate relevant support docs. Support docs are living docs but they are not up to the minute and when there are widespread issues they may be useless.
The third step is forum tag searching and Google search. Always be aware of the resource we have by simply using forum tag search https://en.forums.wordpress.com/tags/ By using tag search and by using Google search prior to posting any support response volunteers can locate the most up to date information on any support topic. Doing those searches may reveal situations where there may be wide spread recent issues.
(Tailgating Staff response experienced volunteers who frequently answer support threads may also do the same.) Example: justjennifer Example: timethief -
How do you determine the host? Please let me know.
Ask for the URL and use online tools to locate the host where required.
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Thank you so much. This will help me respond better.
I will definitely read and research everything you mentioned before I respond from now.
I will tailgate experienced volunteers to improve and educate myself. Your response actually made me learn a lot right now.
In any case you mustn’t confuse a single failure with a final defeat. – F. Scott Fitzgerald
Thanks
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@rambogenius
Thanks for much for your positive response. I am a busy person. When I answer threads here I am multitasking from my business. Therefore I deliberately choose to answer the most repetitive questions posted as I do not have the time or inclination to get into deep problem solving. I don’t want to be on Staff so I’m not trying to impress anyone. I am just focused on providing correct answers quickly.Note that Staff do not monitor all threads on the board. They are primarily focused on those threads with modlook tags. Therefore, I tailgate new Volunteer’s threads to make sure those who posted them initially get the support they need. I also tailgate some Staff member’s threads too. I do not like having to tailgate new volunteers into threads and make corrections. On a day when I do not have to do that I can answer 6 to 8 pages of questions.
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I know you are here from more than a decade. I see the replies by you all the time. I am not trying to be a know-it-all and I do not plan to impress anyone. Let’s not digress and help more people here (I got your point). We are allowed to make mistakes in life, I think that is what makes us better.
It’s harder to be kind than clever – Jeff Bezos
But in the end it is great to have good strict people like you. Have a great day.
Regards
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Hey folks :) I’m actually working on a guide for volunteers & will be sharing that soon. @timthief I really appreciate your feedback here. @rambogenius if you (or anyone else) have more feedback on what would be helpful, I’d love to hear that. It’s a project I hope to do this coming week.
@taylerhazelwood, your site isn’t hosted here actually. You’ll want to use the forums at https://wordpress.org/support instead. If possible, I recommend checking with your host (Bluehost) as well to see if they can see anything in the error logs, as that will help the other community help you figure this out. Good luck!
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@supernovia
The catch 22 of providing such a guide comes down to the fact that an actual Volunteer does not expect any reward of any kind for providing any service that Support Staff are paid to provide. Add to that the fact that Staff wannbes and are aimed at getting onto Staff, so their service on the support forums are not actually true volunteerism.As soon as any employer relies on true volunteerism and begins to lay out duties and rules for volunteers the issues relevant to employment law come into play.
Hence I am not convinced that I want to go beyond providing my personal advice to actual Volunteers as I have been doing in the form of any “guide” published by WordPress.COM Staff. We already have this support doc https://en.support.wordpress.com/wordpress-com-volunteers/ and I have already been accused of scaring off Volunteers who were in fact Staff wannabes and who did in fact quote my answers in support forum threads without attribution as if they were their own words. As you know that has caused me a nightmarish situation in the past when the copying and pasting of my comments into inappropriate threads led to me being labeled as a spammer by Akismet and being locked out of two username accounts so I had to create a third one to report the situation to Staff and have the person who did that banned.
Last year I removed my domain mapping upgrades from my two then active blogs, I archived my one remaining site, which will be deleted in the near future, and I deleted all others.
All I wish to do is answer support questions from here on out.
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Hello folks,
Like the guide says:
https://en.support.wordpress.com/wordpress-com-volunteers/Patience and grace when dealing with (sometimes frustrated) users
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@timethief Thanks for the feedback. Forum volunteers have no obligation beyond the TOS and community standards. People volunteer for all kinds of reasons:
– to learn more, or even learn enough to apply here
– to establish an image / reputation
– to meet others like them
– because they simply enjoy it
– to help improve WordPress
– to pay it forward when someone else has helped them
I’m sure there are a dozens of reasons I can’t imagine. Motives don’t make one volunteer better than another. We just appreciate what you do. :)
The idea of a guide would be to help folks know not to copy and paste other people’s replies, for example, or know how to check whether a site is hosted here.
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I’ll go ahead and close this thread, but we’ll bring this up in its own thread if needs be. Cheers:)
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The idea of a guide would be to help folks know not to copy and paste other people’s replies, for example, or know how to check whether a site is hosted here.
Gottcha and thanks. :)
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