Add a new support ticket

Please make sure you are running the latest stable version of ocPortal (the front page of your Admin Zone will say if you are not) before submitting your ticket. Please do not report errors to ocProducts that are related to third-party addons/modifications.

If your problem looks like it might be caused by a server configuration issue (for example if you are getting an 'Internal server error' message), please check our FAQ first.

If you want us to access your server to better analyse a problem please make sure that you either give FTP (or equivalent) access details in your ticket, or you have set them in your member profile. If you ask or imply we need to access your server you are implying that you agree to our server access policy.

We want to be able to help you fix your problem quickly so please provide full information, as appropriate. For example:

• your ocPortal version
• a (copy & pasted) stack-trace, if ocPortal gives one
• the exact error message
• a screenshot(s) or Jing screencast
• any prior actions that might have led to this bug (for example, if you uninstalled an addon and now get error messages that look like they may be related to it)
• situational details that might be appropriate (for example, if you added news, and it was added as blank, did you get a Comcode error before it, or did you leave a field blank?)
• any related information, such as module names, in the correct case (e.g. Don't refer to the 'GALLERIES' page instead of the 'galleries' page, because it may mislead us to thinking that a template or language string was in error – as they are in upper case)
• and anything else you think could help. Fixing bugs is like detective work: clues are vital. There is little more frustrating for us than a bug report that simply indicates there is a problem in a certain regard, without providing any level of detail we can use to trace or reproduce the problem.

ocPortal comes with an automatic bug reporting mechanism, that is enabled by default but may be disabled during installation and at any time in the site configuration. We prefer that users leave this option enabled, as it allows us to fix bugs that do not get reported (which is probably a high percentage). This system logs and emails us any bugs you may encounter.

If you can't remember a PHP or ocPortal-critical error message, you may be able to find it in your error log (located in the Admin Zone, under the Usage section). The error log shows all non-user-errors that have occurred on your site.

If your report is not clear enough for us to immediately see it as a bug we may require you to post with a commercial ticket and refund you if an investigation proves it was a bug – so please make your reports as clear as possible.