Things to Check Before Leaving a Support Ticket

Thanks for visiting TommusRhodus support, we look forward to helping you – however before submitting a ticket, we do ask you ensure you have performed a few basic checks. These will most likely resolve any issues and save you time, so its important you do this prior to submitted a fresh ticket.

0 – My site is running slowly / taking time to load

Please see the bottom of this article for a large reply on this.

1 – Ensure your running the latest version of your theme.

We spend a lot of time ensure our products are free of bugs, and as such we update our portfolio often. To ensure your running the latest version of your theme, simply head to the downloads area of your ThemeForest account and grab the latest ‘Installable Files’ and follow this handy guide to get your self updated.

2 – Disable any non-recommended plugins, theme modifications, custom css.

If you have any plugins which where not provided/recommended for use with our theme, then please ensure you disable these prior to opening a ticket. This will rule out any external code when investigating any issues and help us root out the source of a problem in a timely manner. Please also note that we require a base installation of our theme on your site if you’re presenting a bug, we cannot debug a customised version of the theme.

3 – Bundled plugins DO NOT require a purchase code.

Premium plugins such as Revolution Slider may request a purchase code during use. This code is used to provide direct updates and support from the plugins creator and as such is not required or supplied for use with our themes. Our frameworks have been carefully create to ensure your running the latest compatible version at all times, so you have no need to worry. Please note that we manually update our bundled plugins after thorough testing as some plugin updates have bugs that we are unhappy to ship to our customers, you will receive updates when we are happy with the plugin. If you truly require auto-updates from these plugins you’ll need to purchase a personal license, please note this is the same for each theme on themeforest that bundles plugins.

4 – Ensure you can supply a URL for us to look at.

Whilst we understand some users will like to work locally during the development stage of their new site, providing support is almost impossible when we cannot inspect your site. With this in mind, be sure to have your site setup at a location we can access before opening a ticket. It will save you time in the end.

5 – Read to documentation provided

This may seem like an obvious step, however the documentation that we create for each of our items will give you everything you need to have a site setup just like the demo. Working through the documentation will take around 30-60 mins in full, however the result will be a site which shows you just how your theme works, allowing you to customize it to your tastes.

6 – Missing images after importing the demo data?

In a world of cheap shared hosting, its not entirely uncommon for your servers to have very limited resource available. This can become apparent during the import process and any timeout error or memory issues should be directed to your hosts support, as there is little we can do from the themes perspective to overcome this. To bypass this, simply ensure the ‘Import Media & Attachments’ box is left unchecked – this will reduce the load needed for the import and still provide you with a skeleton of the demo data ready for you to customize into your awesome new site.

7 – “Fatal Error… memory exhausted”

Similar to point 6, this tends to happen on cheaper, shared hosting packages, don’t worry, it sounds so much worse than it is. First see here, and next, consider using a better webhost/hosting package!

Some useful plugins

WordPress has a whole host of awesome plugins available, here are our recommondeations which help solve some common issues you may face.

WPML Multilingual – This is the only plugin we support for making your WordPress site multi-language.

Intuitive Custom Post Order – This plugin allows you to re-order your content (posts, projects etc) by simply dragging them into the order you wish via the WP admin area.

Custom Taxonomy Order NE – If you wish to re-order things like the portfolio filters, this plugin gives you full control.

Quick Page/Post Redirect Plugin – Sometimes you want a post/project to link directly to a specific URL rather than the post itself, this plugin covers this task beautifully

AJAX Thumbnail Rebuild – If you have began to use our theme on a site that’s already in use, the images/thumbnails can sometimes look very different to how you see in the demo. This plugin will allow you to regenerate all of your images to the sizes specified by our theme.

If all of the above has been followed and your still having issues, then please go ahead and post a ticket, we look forward to helping you.


Slow loading/site speed?

As you saw when viewing the demos of our themes, our themes are capable of being blisteringly fast, however you may occationaly notice your site is not loading as fast as you hoped – here are some tips for ensuring your new site loads as quickly as possible.

Budget/Shared hosting

Given there are so many cheap hosting services available its understandable that you may be tempted into thinking that paying $5 a month for a shared hosting plan with give you the same results as any other WordPress host, sadly, this is almost never the case and in most instances using a cheap hosting package will not give you the resources needed to run a WordPress site smoothly (regardless of the theme in use)

As these shared hosts squeeze as many sites as possible onto their servers, its inevitable that performance will be the first thing to suffer.

Whilst the best solution would be to simply use a better suited hosting environment, there are a few things you can try to attempt to boost the speed of your site.

Use optimized content/images

The biggest impact to your sites load times is the content being loaded. If your site is using large, uncompressed images, the volume of data your loading will increase and the site will be slow when in use. A good test for this can be found here – using a tool such and Pingdoms URL tester will give you an accurate breakdown of everything from how long your server takes to being loading data, to the size and amount of resources being loaded. You need to ensure you images are as small as possible (200kb at most – ideally much less than this). Simply using basic techinques its very easy to compress and reduce your image sizes, for more on this please see this article.

Use a caching plugin

Once you have ensured you content is actually optimized for use on the web, you can now look into squeezing out a little more performance from you site by using one of the many caching plugins available for WordPress.

Caching is a process which essentially takes a snapshot of your site and serves this instead of hassling your server at every page request, whilst this is a subject too involved to cover here, there are a huge number of articles available which cover this in detail. To begin with, if you wish to start with a simple caching plugin we recommend Quick Cache – although not as involved as the popular W3 Total Cache its makes the process simple and in some cases can be equally as effective.

1 Comment

  1. This is great info! Thanks so much! I’ve put it off for years, but I suppose if I want to scale business then I may have to upgrade my hosting. You may have finally convinced me.

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