Self service guide

If you’ve landed on this page, chances are that you are having an issue with one of our Joomlatools extensions. Our aim is to help you solve it.

According to our support statistics, most issues are commonly caused by:

Outdated Software

Keeping software up to date better protects your website against hacking. The latest versions of Joomla, our extensions, your theme and/or other plugins, often have bug fixes that resolve the current trouble you’re having.

To check if there are updates available for Joomla, go to Components » Joomla! Update. To check if any of your extensions, plugins or themes have updates available, go to Extensions » Manage » Update.

If any of your installed extensions does not support Joomla's auto-updater, make sure to compare versions on their official website.

Updating

Before updating, always make a full backup of your website, including your database and files. Once you have made a backup, first update Joomla as described in the Joomla documentation. Then install any available extension updates using the Extension Manager.

Plugin and template conflicts

Almost half of the tickets we receive are related to issues caused by conflicts with third-party templates and plugins.

Although these templates and plugins provide additional functionality, more code running on your website also increases the chance of incompatibility. We strive to ensure compatibility with our extensions, but we can’t guarantee that third-party products will work with our software.

To troubleshoot template and plugin conflicts:

  1. Switch to a default Joomla template, such as Protostar, to see if the problem still exists. If the problem goes away, contact your theme developer about the issue. There may be an update that solves it.

    If the problem persists in a default theme, go to the next step.

  2. Disable all your plugins, except for the Joomlatools extensions and plugins giving trouble. Does that fix it? If yes, then there’s likely a conflict with one of the disabled plugins. To pinpoint which one, reactivate your plugins one by one and see if the problem reappears.

    If the issue is still there running a default theme with no extra plugins activated, go to the next step.

  3. Create a support ticket in our Report a problem forums to investigate further.
    In the support ticket you create, provide us with as much information as possible.
    Answering these questions, in the Private Note, will speed up the process:

    1. When exactly did you first notice the problem?
    2. Have any updates been applied to your website recently?
    3. Have you changed themes or made any design changes?
    4. Have you installed any new plugins?
    5. Can the issue be replicated on multiple devices?
    6. Is your problem happening in one browser, or all of them?
    7. Do you see any specific error messages?
To allow us to fully troubleshoot any issue, we may require an administrator username and password for your Joomla admin. Adding this information, in the Private Note, of your Report a problem ticket is safe and details are kept private.

We recommend setting up a temporary Super User account, which you can then delete once the problem is resolved.

Note: We cannot provide support for third-party plugins and themes. Contact the author for updates.