WD Online Support Diagnostics
WD Online Support Diagnostics is a troubleshooting tool designed to make it easier to identify technical problems with WD Online WordPress plugins.
Instead of asking you to manually collect WordPress, PHP, database and plugin information, the diagnostics tool gathers the relevant technical information in one support report.
The tool does not automatically send any information to WD Online. You remain in control of the report and decide if you want to share it with us.
What does the diagnostics tool check?
WD Online Support Diagnostics can check general information about your WordPress installation as well as plugin-specific functionality.
Depending on the WD Online plugin you are using, the report may include checks for:
- WordPress and PHP versions
- Database version and structure
- Plugin versions
- Required plugin settings
- WooCommerce dependencies and features
- AJAX and REST API functionality
- WordPress cron events
- Required WordPress hooks
- Database tables and options
- Configuration problems
- Known error conditions
- Plugin-specific functionality
Each compatible WD Online plugin can provide its own diagnostic checks.
A result marked Good normally means that the check passed. A Warning means something may require attention but does not necessarily indicate a problem. A Critical result normally means that something required by the plugin is missing or incorrectly configured.
If you experience a problem
If one of our plugins is not working as expected, we recommend creating a diagnostic report before contacting support.
1. Open Support Diagnostics
In your WordPress administration area, go to:
WD Online → Support Diagnostics
Review the diagnostic results. In some cases, the report may already identify the problem.
2. Start diagnostic logging
Click:
Start 15-minute diagnostic logging
Logging starts immediately. You do not have to wait 15 minutes.
The 15-minute period is simply the maximum time the temporary logging session remains active.
3. Reproduce the problem
While diagnostic logging is active, perform the action that causes the problem.
For example:
- visit the affected page
- place a test order
- change the relevant setting
- reproduce the frontend error
- perform the action that does not work as expected
Compatible WD Online plugins may record technical diagnostic events during this process.
4. Stop diagnostic logging
As soon as you have reproduced the problem, return to:
WD Online → Support Diagnostics
and click:
Stop diagnostic logging
You do not need to wait until the full 15 minutes have passed.
Events recorded before you stop logging remain available in the support report.
5. Create the support report
You can then:
- copy the support report
- download the report as TXT
- download the report as JSON
Send the report to WD Online together with a short description of the problem.
It is especially helpful if you tell us:
- which WD Online plugin is affected
- what you expected to happen
- what actually happened
- how we can reproduce the problem
- whether the problem happens every time or only occasionally
What information is sent to WD Online?
Nothing is sent automatically.
WD Online Support Diagnostics stores diagnostic information locally on your WordPress installation. You must actively copy or download the report and send it to us.
Starting diagnostic logging does not establish a connection to WD Online and does not automatically submit telemetry or support information.
Privacy
The diagnostics system is designed to collect technical information rather than personal information.
Diagnostic reports should not normally contain:
- passwords
- WordPress security salts
- database passwords
- API secrets or private API keys
- authentication cookies
- payment information
- complete customer or order information
- customer email addresses
- visitor IP addresses
- other unnecessary personally identifiable information
Individual WD Online plugins are also designed to expose only the information required to diagnose their own functionality.
Temporary diagnostic logging
Diagnostic logging is intentionally temporary.
When enabled, compatible WD Online plugins can record diagnostic events for up to 15 minutes.
You can stop the logging session at any time.
Starting a new diagnostic logging session clears events from the previous temporary session, allowing you to create a clean report for the problem you are currently investigating.
Before contacting support
For the fastest possible troubleshooting, please:
- Update the affected WD Online plugin to the latest version.
- Update WD Online Support Diagnostics to the latest version.
- Open WD Online → Support Diagnostics.
- Check for Warning or Critical results.
- Start diagnostic logging.
- Reproduce the problem.
- Stop diagnostic logging.
- Download or copy the support report.
- Send the report to WD Online together with a description of the problem.
This gives us much more useful information about what is happening on your website and can significantly reduce the time needed to identify the cause of a problem.
Click on “Download latest version” below to download the latest version of our diagnostic tool.
You install the tool as you normally would when you add a plugin to your WordPress installation.
Once you have run the tool as described, you can send the report to us at this email: mail@wdonline.dk