@redefiningtheweb
It will be nice if you can keep the solution process on forums, none of the users here are your customers. they’re your open source collaborators.
If they are paying customers (such as people who bought a premium service/product from you) then by all means, direct them to your official customer support system. But in all other cases, you need to help them here on the forums.
Thankfully are other ways to get information you need:
Ask the user to install the Health Check plugin and get the data that way.
Ask for a link to the https://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
Ask the user to create and post a link to their phpinfo(); output.
Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again (the Health Check plugin can do this without impacting any site vistors).
Ask the user for the step-by-step directions on how they can reproduce the problem.
You get the idea.
We know volunteer support is not easy, and this guideline can feel needlessly restrictive. It’s actually there to protect you as much as end users.
When you help users here and in public, you also help the next person with the same problem. They’ll be able to read the debugging and solution and educate themselves. That’s how we get the next generation of developers.
