Troubleshooting Common Issues in Support Genix

A guide to diagnosing and fixing the most common problems in Support Genix. Start here before contacting support.

Using the Debug Log

Support Genix has a built-in debug log that records system events and errors.

Accessing the Debug Log

1. Go to Support Genix > System > Debug Log in the WordPress admin.
2. Browse log entries by type, status, and timestamp.
3. Click View Details on any entry to see the full context.

Clearing the Debug Log

Click Clear All to wipe all log entries. Use this after resolving an issue to start with a clean slate.

Common Issues and Solutions

1. Portal Page Shows a Blank Page or Error

Symptoms: The support portal page shows nothing, a white screen, or a WordPress error.

Solutions:

• Verify the page assignment. Go to Support Genix > Settings > General and confirm the correct WordPress page is selected under “Ticket Page”.
• Check the shortcode. If using shortcode mode, ensure the page contains [support_genix].
• Clear cache. If using a caching plugin (LiteSpeed, WP Super Cache, W3 Total Cache), clear the cache and exclude the support page from caching.
• Check for JavaScript conflicts. Open your browser console (F12) and look for JavaScript errors. Deactivate other plugins one-by-one to identify conflicts.
• Check PHP memory. Increase memory_limit to at least 256M in your php.ini.

2. AJAX Returns -1 or Actions Don’t Work

Symptoms: Clicking buttons does nothing, forms fail silently, or you see “-1” in network responses.

Solutions:

• Check login status. Ensure you’re logged in to WordPress. AJAX actions require authentication.
• Verify nonce. The nonce token may have expired. Reload the page to get a fresh nonce.
• Check user permissions. The logged-in user may not have the required capability. Verify their role has the necessary permissions.
• Server timeout. Long-running operations may hit PHP timeout limits. Increase max_execution_time in php.ini.

3. Email Notifications Not Sending

Symptoms: Customers or agents don’t receive email notifications for ticket events.

Solutions:

• Check notification settings. Go to Support Genix > Settings > Email Notifications and verify notifications are enabled for the relevant events.
• Check WordPress email. Test if WordPress can send emails at all. Install a simple email test plugin or use wp_mail() directly.
• Use an SMTP plugin. The default WordPress wp_mail() function often fails. Install an SMTP plugin (e.g., WP Mail SMTP, FluentSMTP) and configure it with a proper email service.
• Check spam folders. Notifications may be landing in spam. Ask recipients to check.
• Verify email templates. Go to Settings > Email Templates and ensure templates are not empty or broken.
• Check per-ticket setting. Individual tickets have an email notification toggle. Ensure it’s not disabled on the specific ticket.

4. Email-to-Ticket Not Working

Symptoms: Emails sent to your support address are not creating tickets.

Solutions:

• Check mailbox configuration. Go to Support Genix > Settings > Email to Ticket and verify the connection settings.
• Test the connection. Use the “Test Connection” button to verify the mailbox is accessible.
• Check IMAP/POP settings. Ensure the server address, port, encryption (SSL/TLS), username, and password are correct.
• Check cron jobs. Email-to-ticket relies on WordPress cron. If your site has low traffic, cron may not run frequently enough. Set up a real server-side cron job:
• Check rate limits. Support Genix limits email-to-ticket creation to 2 tickets per 10 minutes per user to prevent spam.
• Check debug log. Look for email processing errors in the debug log.

5. File Uploads Failing

Symptoms: Attachments fail to upload or show errors.

Solutions:

• Check file upload settings. Go to Settings > General > File and verify uploads are enabled and the file type is allowed.
• Check file size. Ensure the file doesn’t exceed the configured maximum size.
• Check PHP limits. Your server’s upload_max_filesize and post_max_size in php.ini must be equal to or greater than your Support Genix file size setting.
• Check directory permissions. The WordPress uploads directory (wp-content/uploads/) must be writable by the web server.
• Blocked file type. Files with extensions .php, .js, .sh, .bash, .cgi are always blocked for security.

6. Chatbot Not Responding

Symptoms: The AI chatbot doesn’t reply to customer queries or shows errors.

Solutions:

• Check AI configuration. Go to Support Genix > Settings > API Keys and verify your AI service (OpenAI, Claude, or AI Proxy) is properly configured.
• Verify API key. Ensure the API key is valid and has sufficient credits/quota.
• Check chatbot status. Ensure the chatbot is enabled in settings.
• Check knowledge base. The chatbot draws from your knowledge base. If no articles exist, it has nothing to reference.
• Test the API. Try a simple API call directly to verify the AI service is accessible from your server.
• Check debug log. Look for API errors in the debug log.

7. Google/Envato Login Not Working

Symptoms: Social login buttons don’t work or show “Invalid redirect” errors.

Solutions:

• Check redirect URI. The redirect URI in your Google Cloud Console or Envato API app must match exactly:
• HTTPS required. OAuth2 requires HTTPS. Ensure your site uses SSL.
• Check credentials. Verify Client ID and Client Secret are correctly entered in Support Genix settings.
• Check API project status. Ensure your Google Cloud project or Envato API app is active and not suspended.

8. Webhook Not Creating Tickets

Symptoms: External systems send webhooks but tickets aren’t created.

Solutions:

• Check webhook status. Ensure the webhook is set to Active in Settings.
• Verify the URL. The webhook URL must match: https://yoursite.com/?sgwebhook=1&hash={TOKEN}
• Check required fields. The payload must include user_email, ticket_subject, and ticket_description.
• Check email validity. The user_email must be a valid email format.
• Check user registration settings. If the email doesn’t match an existing user and guest registration is disabled, the webhook will fail.
• Check debug log. Look for webhook processing errors with detailed validation messages.
• Check Content-Type header. For JSON payloads, set Content-Type: application/json.

9. Table Not Created (After Update)

Symptoms: Features don’t work after a plugin update, or you see database errors.

Solutions:

• Deactivate and reactivate. Deactivating and reactivating the plugin triggers the database table creation/update routines.
• Check database permissions. Your MySQL user needs CREATE TABLE and ALTER TABLE privileges.
• Check debug log. Look for SQL errors during activation.

10. Portal or Dashboard Loading Slowly

Symptoms: The support portal or admin dashboard takes a long time to load.

Solutions:

• Enable caching. Configure your caching plugin but exclude the support portal page from full-page caching. See the LiteSpeed Cache configuration guide for specific instructions.
• Check server resources. Ensure your hosting plan provides adequate PHP memory (256M+), CPU, and database resources.
• Reduce ticket page size. Large numbers of tickets on a single page slow rendering. Use pagination and set a reasonable page size (10–25 tickets per page).
• Optimize the database. Run WordPress database optimization to clean up overhead in custom tables.
• Disable unused integrations. Deactivate integrations you’re not using to reduce API calls and processing.

General Debugging Steps

When something isn’t working:

1. Check the Debug Log — Always start here. It often reveals the exact error.
2. Check browser console — Open Developer Tools (F12) and look for JavaScript errors.
3. Check server error logs — Look at your hosting provider’s PHP error log.
4. Deactivate other plugins — Temporarily deactivate other plugins to rule out conflicts.
5. Switch themes — Temporarily switch to a default WordPress theme to rule out theme conflicts.
6. Clear all caches — Clear browser cache, WordPress cache, and any CDN cache.
7. Update everything — Ensure WordPress, Support Genix, and all other plugins are up to date.

Getting Support

If none of the above solutions work:

1. Gather your debug log entries related to the issue.
2. Note your WordPress version, Support Genix version, and PHP version.
3. Note the steps to reproduce the issue.
4. Visit supportgenix.com/contact to contact the support team.

Related Docs

• File Uploads and Attachments
• Admin Dashboard Overview