Articles/Getting Started/Need Help?

Best Practices When Asking for Help

Veronica
posted this on October 26, 2010 12:09

Need Help? Reporting a bug or an error? Have a general how-to question?

Help us help you by providing some basic information when you contact our support team, whether it be through the support community or one on one support offered to our premium customers.

You can contact our support team through the Support link in your Webs, Inc account. Or, by visiting http://support.webs.com.

There are 4 things that we will always need from you in order to review and quickly resolve any issues you are reporting.

  1. Your Username/link to your site
  2. Your Computer Setup
  3. A clear and concise description of your issue
  4. Screenshots

Help us Help You

Your username/link to your site

Usually your username is listed when you log in, but it can also be http://USERNAME.webs.com or your own custom URL. Knowing your site address allows us to view your website quickly and determine where any errors might exist.

How do I find my Username/Site Address?

There are at least 3 methods you can use to locate your username or site address:

  1. When you log into your account, click on the dropdown next to Webs Site Builder on the right.

    ActiveSite.jpg

  2. Click View My Site, in your browser's "Address Bar", you will see your site address

    ViewMySite.jpg

    MySiteURL.jpg

  3. Click Site Settings in your Account, and look for "Primary Web Address"

    PrimaryWebAddress.jpg

Your computer setup

Mac or Windows? Firefox or Internet Explorer? Which versions?

Information about what software and what version of the software you are using will help us try to reproduce the issue you are reporting. We have lots of computers in different setups that we use to trouble shoot issues.

How do I find my software information?

You can find out your browser information by going to http://supportdetails.com. This information will allow us to make sure your browsers and systems are up to date and compatible with out product.

A clear, and concise description of your issue

While it can be frustrating when your site doesn't work and you aren't sure why, it is important to give us as much information as possible to assist you. This includes links to the pages where you are having the issue (or if the issue is with SiteBuilder let us know the name of the page you are working on), and a list of steps you took to get the error.

Example: You're having an issue with your members page. Provide the link to the members page (1), what you did to get to the error, like "sorted by create date"(2), and where the error is, like the first member is not the first person to create an account (3).

DescribingIssue.jpg

Some Useful Information To Include

  1. The exact page where the error occurs
  2. The precise steps taken to get to the error
  3. Any error messages you might receive
  4. If it is not a specific error, try to provide as much detailed information as possible.
The closer we can come to duplicating the error the faster we come to resolving it.

Screenshots

There will be times when you only get the error intermittently or can only reproduce it on a certain computer. For these issues it is very important to include pictures of what's going on.

A screenshot may be the single most important piece of information to provide.

To create a screenshot on a PC

  • Load the page with the error into your browser
  • Hold down the Control key and hit Print Screen on your keyboard
  • Open Paint, or another image editing application, hold down the Control key and hit V to paste the image into the application.
  • Save the image as a jpg and attach it to your communication

To create a screenshot on a Mac

  • Load the page with the error into your browser
  • Open Grab from your Applications folder
  • Select Capture Screen
  • Save the image (it will be in tiff format)
  • Open the image in iPhoto, Photoshop, or another photo manipulation program
  • Save the image as a jpg and attach it to your communication
 
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