FAQ and Troubleshooting

First steps to troubleshooting an issue

Most of the Issues that we get in our support ticket are not actually the Plugin issues. Most of it are general WordPress issues which have nothing to do with the plugin and which can be fixed on your own.

So below are some of the lists which might be the possible cause of the issue you are facing:

1. WordPress Version: You might be using a WordPress version below 4.9. It should be minimum 4.9 or greater.

2. PHP Version: This has been the case for most users. You might be using a PHP version lesser than 5.6. It should be a minimum of 5.6 or greater. But V7.0 is always recommended.

3. MySQL Version: MySQL version should be 5.0 or greater than 5.0

4. Conflict with other Plugins: If none of the above solves your issue, possibility that it might be due to a conflict with any of your Plugin which might be outdated. Try deactivating all your Plugins one-by-one and find the culprit. If that plugin is outdated or no longer needed, delete that plugin or find a better alternative.

5. Increase PHP Memory Limit in WordPress: This is again one of the common errors with the WordPress websites. To increase the PHP Memory limit in WordPress:

First, you need to edit the wp-config.php file on your WordPress site. It is located in your WordPress site’s root folder, and you will need to use an FTP client or file manager in your web hosting control panel.

Next, you need to paste this code in the wp-config.php file just before the line that says ‘That’s all, stop editing! Happy blogging.’:

define( ‘WP_MEMORY_LIMIT’, ‘256M’ );

This code tells WordPress to increase the PHP memory limit to 256MB.

Once you are done, you need to save your changes and upload your wp-config.php file back to your server.

After trying all these, if you are still not able to fix your issue, kindly create a support ticket here where our support team will take up your issue.

Error Message 101: The uploaded file exceeds the upload_max_filesize directive in php.ini

This has been one of the repetitive questions we have received in our support ticket.

This is most likely an issue with your hosting’s default upload size. There are many articles out there to fix this issue.

We have added one of the article which we feel is better and easy to understand.

Kindly follow the steps given in the article above. It should fix your issue.

Error 102: Access has been blocked by CORS Policy

Often times we do receive these error reports from our users to fix this issue. But Actually, this is a common server issue.

This error occurs because web fonts are subject to Cross-Origin Resource Sharing (CORS). CORS is a way for a remote host to control access to certain types of resources.

We have attached an article which explains how to resolve this issue easily: https://deliciousbrains.com/wp-offload-s3/doc/configure-cors-to-resolve-web-font-issues/

If you are still facing issue after trying this, please create a support ticket here

Error 103: Search box shows “Apologies, but no results were found for your request”

Are you facing this issue where you are searching for something which is already in your list of articles but still shows “No results found”?

It might be probably because the “Helpdesk search” page which is the search results page template would have been deleted by mistake.

How to check this?

Kindly go to Dashboard -> Pages and check whether there is a page called “Helpdesk search” in it. If not check the trash.

It should be in the trash page. Restore that page and your search should work fine.

If the issue still exists after that or the “Helpdesk search” could not be seen in the Trash, kindly create a support ticket here.

Error 104: 500 Internal Error/ Blank Page

Are you facing any issue where your page is completely blank though you have content in it? Does it show as 500 Internal error in the console?

This is another common issue we get almost every time. This is most probably because you might be using a PHP version lesser than 5.6

Remember, the min requirement for the Plugin to work well is a PHP version 5.6 or more though 7.0 is always recommended.

If you are still facing the same issue after updating the PHP version, please create a support ticket here.

How Should I install Helpie?

  1. You can purchase the Helpie WordPress Knowledgebase Plugin from our website https://helpiewp.com/.
  2. You can directly choose to buy using our “Buy now” button in the top menu of our website or you can start our 7 days free trial by clicking the “Start Free Trial” button.
  3. You will be asked to enter your e-mail address and card details as shown below. Don’t worry if you are just trying our free trial. You will not be charged until 7 days are over. You can cancel at any time within 7 days. You will also be notified 2 days before the trial ends via email.
  4. Once you entered the details, you will receive an e-mail as shown below with the link to download the plugin and activation license key in it.
  5. Click “Download the plugins basic version” and you will receive the Zip file.
  6. From your WordPress Admin, click “Plugins” from the main menu, then click the “Add New” button, and then “Upload Plugin”.
  7. Next, click the “browse” button and select the “helpie.zip” file which you downloaded to your computer. Then click “Install Now”.
  8. Once WordPress has finished installing the plugin, click the “Activate Plugin” link.
  9. You will be asked to enter the activation key which you received via e-mail. Enter it and click confirm.
  10. You’ll now be redirected to your WordPress plugins page, where you’ll see Helpie listed along with your other plugins, and also a new menu item named “Helpie Kb Wiki” in your WordPress main menu.

Where can I find my license key?

  1. Just go to https://freemius.com/ and login to the user’s dashboard. Login to your freemius account using the login details that was provided to you while starting the trial. 
  2. Once logged in, go to the licenses option and select the product for which you need the license key.
  3. Inside that, you will see the license key hidden. Click the show option to view it. You can also copy the license key

How to login to my user dashboard if I have forgotten my password?

Please search for the mail that you would have received from freemius while starting the trial.

If you are not able to find it, you can recover your password by visiting the following page: https://users.freemius.com/store/2113/password/recover

How can I know about the Updates?

You can check the updates of our plugin in our account section.

Go to Dashboard -> Helpie Kb Wiki -> Accounts. Near the option “Version” you will be notified about the latest version where you can update it directly.

You can also check the updates in the plugins section itself.

Go to Dashboard -> Plugins -> Installed plugins. You will see a notification to update near “Helpie- WordPress Kb Wiki plugin” where you could update the plugin.

What should I do if I am facing an issue after installing Helpie?

Now, Most of the issues that you are facing will be some default WordPress issues which you can solve by yourself. We have written a detailed article on troubleshooting which will guide you through the full process.

I want some contents to be visible only for my Internal team or subscribers

Are you looking for a way to hide some content from normal users and visible only for your internal team or the subscribed users?

You can easily do it using our Dynamic Capabilities feature which will let you control who can and cannot view on global, topic and article level.

You can find it in Dashboard -> Helpie Kb Wiki -> Helpie settings -> Dynamic capabilities.

To know more about it, check out this article.

Send E-mail notification when an article is published

Many customers have asked for the ability to send E-mail notification when a new article is published. This could be easily done by installing a free plugin called “Notification – Custom Notifications and Alerts for WordPress”.

Let’s see how to create a notification for Helpie articles using this plugin.

  1. Install and activate the plugin.
  2. By default, the Notification plugin have the Post and Page enabled. You should enable the Helpie post type “Article” in it. To do it, Go to Notification -> Settings -> Triggers (You should exit their setup wizard to access the settings). Then, in Post Types setting select our Post Type “Article” and save the settings.
  3. Now create the notification by going to Notifications -> Add New Notification. Set a Title for the notification.
  4. Now select the trigger. You can set the trigger anything as Article published, saved as draft, updated, etc.. In this example, I have set the trigger as Article published.
  5. Then set the Carrier – the thing which is being sent, ie. Email. Now type the Subject and the body of the Email that has to be sent. Then select the recipient. You can have the recipient as the administrator. You can also set the recipient by user role, user name and user id.
  6. Now create a Article from Dashboard -> Helpie Kb Wiki -> Add New article. Once the article is published, you should have received a notification to the E-mail that was provided for the role or user you selected above. If you want to receive notification when a article has been saved to draft, you just need to set the trigger as “Article saved as draft” and follow the same other steps.
  7. The same above steps will work for the front-end editor also i.e when an article is published from the Helpie front-end editor. But note that as of now, only the “Article published” trigger will work with Helpie front-editor. Even when users send the article for review (Who has just can_edit capabilities), it would consider it as publish trigger and send the notification.

We are working on more flexibility when it comes to setting triggers for our front-end editor. If you want us to prioritize this, you can vote on the “User submission notification” feature in our roadmap here: https://trello.com/b/IsJ8ioLi/helpie-kb-roadmap

How to order the articles and categories

To order the articles, go to Helpie settings -> Components -> Article order. You can order it in Alphabetical, Ascending post date, descending post date and Menu order.

While HelpieKB does allow you to order the articles with above parameters, some users want to custom order the articles in a way they wish.

Certain users also want to custom order the categories in the categories listing (in the Main page) and also in the Table of contents.

This could be easily done by adding a free plugin called “Intuitive custom post order”.

Let’s say you want to order the articles which is displayed in the Main page and category page in a way that you wish.

Steps to follow:

  1. Install and activate the plugin.
  2. Go to settings -> Intuitive CPO.
  3. Under Sortable post types, select the articles and under Sortable taxonomies select the Wiki categories.
  4. Once you have selected this, you could now drag and drop all the wiki articles and categories in the dashboard.
  5. Now go to Helpie kb Wiki -> Helpie settings -> Components -> Article order. Choose “Menu order” in it.
  6. Then go to Helpie kb Wiki -> All articles. Drag and drop the articles in the order that you want it to be displayed.
  7. Your articles would now been displayed in the order you arranged in the dashboard.

Sort the categories:

  1. If you want to sort the categories in the TOC and Main page categories listing, just follow the above four steps and then drag and drop the categories in a way you wish.
  2. Your categories would have now been arranged as you did in the dashboard.

Search page is blank

If our search results page is blank when you are trying to search something, possibility is that you might have deleted our Helpdesk search page from the pages section.

The search page will not work when our Helpdesk search page has been deleted. Please follow the below steps to create it:

  1. Create a new page and add the following shortcode in it: [ pauple_helpie_search_results_page ] (Without spaces). Publish it
  2. Now, go to Helpie settings -> Search settings -> Select Page to be Search Page. Select the page you created above and save it.

Now, search something in the search box and check the search results page. It should bring the results now. If it is still not working, please contact us by creating a support ticket here

Add Child categories from the front-end editor

If you are looking to add a child category from the front-end editor, please follow the below steps.

  1. Go to the front-end editor by creating a new article. Under the categories option, select the parent category for which you want to create the child/sub category.
  2. After selecting it, Click the “Add category” button below and add the child category and press enter. The child category is now created and assigned to it’s parent category.
  3. Now, create the article and publish it. View the article in the front-end. You can see the article assigned to the child category you created above

How to customize CSS in Helpie

There are two ways where you can customize the CSS. One is:

  1. Using WordPress Customizer:
    Go to Dashboard -> Appearance ->  Customize -> Additional CSS. Paste your CSS code inside it.
  2. Creating a Child Theme:
    You should create a child theme for your parent theme and can apply the CSS in the style.css file.

Can I modify the Helpie Code?

No. You are not allowed to modify any of our Plugin code. Even if you modify, the update will completely erase the modification you made and it’s completely not recommended.

We Won’t provide any support if you modify the code to change the functionality of our Plugin.

In case if you want to extend the functionality of Plugin, you should create a child theme for your parent theme and modify the code in functions.php file. This is recommended in case of utmost importance to extend the functionality of Plugin.

You can also create a ticket here if you want our team to do the customization as a service.

Can non-logged in user create Wiki?

Are you looking for a way to let any users create or edit your wiki? Helpie makes it simple by setting up capabilities for non-logged in users to edit or publish your wiki.

1. Enable Front-end editing:

First, Go to Dashboard -> Helpie Kb Wiki -> Helpie settings -> Front-end editor -> Enable Front end editing.

2. Dynamic capabilities:

Next, Go to Dashboard -> Helpie Kb Wiki -> Helpie settings -> Dynamic capabilities -> “Can Edit” -> Who can edit -> Select By: “All”. This option will give the capability for everyone to create or edit any article which will be sent for approval.

3. How do I let anyone publish it directly?

Under the same Dynamic capabilities option -> “Can Publish” -> Who can publish -> Select By: “All”

You can do the same way to give the approval capability also.

Importing Content to Helpdesk

Are you looking for ways to import your content which is already available in your hands to the Helpdesk?

Are you tired of creating new articles everytime which is already available? Don’t worry, you can directly import your content to the Helpdesk articles rather creating it one by one.

We have written a brief guide on Importing articles which are in different formats like XML,CSV, Excel and Docs. If you have your content in XML or CSV format, you can follow the below simple steps which will easily import the content to the Helpdesk.

But, If you are having your content in Excel or Docs format, you need to convert it first to XML or CSV format and then follow the below steps. Let’s look at in detail:

Importing Content which are in XML or CSV Format:

1.First, you need to download and install a Plugin called WP All Import . It has both free and premium versions. We personally recommend premium version as it allows extensive possibilities in the Pro version.

2. Once you installed and activated the Plugin, You will see an option named “All Import” in your dashboard as show in the screenshot below:

3. Select “New Import” under that All Import and choose “Upload a file”. Now upload the XML or CSV file which is in your system.

4. Once the upload is complete, you will be asked where to import the data from the file you selected. Select “Article” under the Create New button as shown below and continue to step 2.

5. Next, make sure your item elements has been selected to import and continue to step 3.

6. In the Step 3, you will see a XML tree on the right which will contain all the tags of the fields. You just need to drag and drop the tags of the fields which you need on the right to its respective position on the left. For example, you need to drag the title tag which you could see on the right (in the screenshot below) and drop it in the Title box in the left. Similarly for all other fields. Remember, only in the Pro version, all the fields will be available. That’s why we recommended the premium version.

7. Continue to Step 4. Now, WP All Import will create a new article for each unique record on your file. So if you have two articles that are same, WP All Import will detect those as duplicates. They do that through something called “Unique Identifier” and in general they can Auto detect that. So Just click “Auto Detect” in it.

8. Now continue and “Confirm and Run Import” and they will create all posts. Now if you go to Helpie Kb Wiki and check the articles, you will see all your content has been imported into it.

9. If you want to have an In-depth overview on “WP All Import”, kindly check the video in this link

Importing Content which are in Excel Format:

Do you have your content in Excel Format and want to import it to Helpdesk?

Almost all the steps are similar, except convert your content from Excel to CSV format and then follow the same steps given above.

Check out this video for detailed explanation.

Importing Content which are in Doc’s Format:

The best way is to convert the Doc’s to CSV and then following the same steps. There are many free online tools like this which will convert the doc’s to CSV file.

If you are still facing any issues with importing your content, please contact us by creating a ticket here



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