Very disappointed with SMF support since asking for support is prohibited...

Started by efk, February 18, 2022, 06:11:23 PM

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efk

Everything is said in one sentence, what is the point of product support forum if it doesn't support its users? I really did nothing against the forum rules, my question was for all who could have any thoughts what the problem could be since it seems to be few thousands errors daily and I'm afraid at some point when some another problem happens and spam with errors, my forum will hit hosting limits and that is because I had no idea what could be solution for this specific problem.
This is very unique to my forum only, and I did ask for opinions from all, so its not only about moderators, and my topic was locked with reason "We do not provide support for mods", and it happened when I got first thoughts and first directions about possible solution. Its ok, you want to separate some things, but this is ridiculous, maybe someone have some thoughts and ideas which can be my solution, but since it is forbidden to ask on SMF for SMF related problem, I need to go around to search through random communities like many diamonds who are coming from time to time from other forum software to ask for support about software which have nothing in common, sadly but true, they probably had the very same situation like this is now. So what is the problem to ask for help and to be able to be helped?
There is nothing similar on search, it is unknown which mod causes this and I don't know if removing mods will solve something or it will be even worst. What I don't understand is why my topic needs to be locked so none can give opinion and maybe someone have knowledge and solution.
Redirecting to mod specific topic is not always the best solution because it can take months, years or never to find solution.
What is the point to have forum with main purpose to Support users for this product - SMF, when asking for support is prohibited and freedom to ask or to reply is not allowed?
This is really sad and desperate situation and I hate when this happens on SMF. Can't you make a child-board in relevant support area for these specific situations. Literally your solution is the reason why people from other products like vBulletin and many others come with stupid questions here because they could not find the answer on relevant place, so they will come to ask here stupid question because they do not get support, and here is the same situation, you did not allow User to even ask for help so what is next?
I am really disappointed guys... I am not here, on this forum to only ask for something, for support when I need it, but also because I love SMF and because I want to help others if I know something which can be of use... https://www.simplemachines.org/community/index.php?topic=580543.0 

Just reminder from 2.0 support informative topic, this definitely should be forum motto:
QuoteYou're probably here because you're encountering a problem - and this can put people on edge.  Just remember, when you post here, that we are trying to help you - as quickly as possible.  Don't get angry or frustrated, just tell us what's wrong and we'll help you work out the problem.

How to work out the problem when it is not allowed to ask for help? Or what is the purpose of redirecting to dead topics where there is almost no chance to get any clue of what can be helpful..

Arantor

Quote from: efk on February 18, 2022, 06:11:23 PMCan't you make a child-board in relevant support area for these specific situations

That would imply a sub-board for every individual mod, and possibly every individual combination of mod, which is simply not feasible in any environment.

The issue is with your shoutbox, I tried to steer you in that direction (as in, take a look at Subs-Shoutbox.php, see what mod it relates to, probably the shoutbox mod) and take it up with wherever the mod came from.

Quote from: efk on February 18, 2022, 06:11:23 PMHow to work out the problem when it is not allowed to ask for help?

Because the rule is, and has been for many years, that the support board is not for *mod* support. That's why you were directed to the mod's thread. The problem is that you probably ended up hitting the wrong thread unless Subs-Shoutbox.php is clearly part of SP, I don't think it is but I haven't installed SP in years.

In fact if SP's support is that dead, maybe it's time to move off SP to something that is supported (where you would have gotten some support as a mod-related problem)


Do I think this was badly handled? Sure. But it wasn't helped by the immediate reaction and it certainly won't be helped by this thread.

shawnb61

Mod-related issues are best resolved in the mod threads.  That's where folks who know & use the mods in depth can help out.

The folks in the broader smf support boards can help with smf issues, but are less likely to know mod specifics. 

E.g., I don't use a lot of mods.  I can rarely help with mod specific issues.  Generalities only; but those don't really help...

Address the process rather than the outcome.  Then, the outcome becomes more likely.   - Fripp

Mick.

Smf issues, ask smf.
Mod issues, ask mod author.
Theme issues, ask theme author.

It has always been like this and always be like this.

Reason, I dont know anything about such mod or theme. You get better answers from authors. SMF related? You'll get an answer for sure

Why it got locked? Dunno, vever read it.

Plus, yes, uninstalling one at a time and look for the culprit is a way to go. You too need to do your homework.

Diego Andrés

Chen "maintains" simpleportal so might have missed your reply since it was a quote, try @mentioning or asking again, no issues with that if it's not spam


Quote from: Arantor on February 18, 2022, 06:40:45 PMIn fact if SP's support is that dead, maybe it's time to move off SP to something that is supported (where you would have gotten some support as a mod-related problem)

But this is basically your answer, so could try using the web where you could still find some SP support for both 2.1 and 2.0, specifically for this mod that is.
The reason why you could see disinterest in the mod support is because it's dead for 2.0, not necessarily because you used the support board for that. As to why it was locked, not sure.

SMF Tricks - Free & Premium Responsive Themes for SMF.

Aleksi "Lex" Kilpinen

If it's needed we do usually try our best to help users figure out which mod is causing the issues,
but that's about as far as we can promise. Supporting mods is primarily not what the team is here for.

Quote from: Mick. on February 18, 2022, 07:06:48 PMSmf issues, ask smf.
Mod issues, ask mod author.
Theme issues, ask theme author.
Slava
Ukraini!


"Before you allow people access to your forum, especially in an administrative position, you must be aware that that person can seriously damage your forum. Therefore, you should only allow people that you trust, implicitly, to have such access." -Douglas

How you can help SMF

Doug Heffernan

Quote from: efk on February 18, 2022, 06:11:23 PMWhat is the point to have forum with main purpose to Support users for this product - SMF, when asking for support is prohibited and freedom to ask or to reply is not allowed?
This is really sad and desperate situation and I hate when this happens on SMF.

You are 100% wrong imo. Smf is one of the most democratic forum softwares out there, with the most kind and helpful staff and contributors. The level of excellent support that you find here, you will not find in any other forum. Trust me on that.

That being said, your problem was mod related and as such it should be asked in its support topic, as per the rules. i.e. Your claim that you are not allowed to ask for help is not true at all. Just saying.

shadav

ok I really was trying to stay out of this but to point out
the topic was locked as your question was already answered in the mod in questions support thread
there was no reason to create a new topic in the smf support thread when 1) it was a mod related issue and 2) you were already provided the answer in the mods support thread (where you yourself even posted the link to)

you changed the word banUpadte to banUpdate causing your own problem flooding your error logs and were advised not to do so, you ignored said advice and now several months later are seeing the flood in your error logs

so yes the topic in the smf support forum thread was marked solved and locked instead of the topic just going round and round...
you were pointed into the mods support thread to get support for the mod, as it is not an smf core error but a mod installed and edited by you error

the error in question was 100% mod related but the problem was that the error was created by you yourself and you were advised at that point that what you had done would create said problem...so I'm really not sure what more could have been said in the thread that was locked other than to bring it back up to your attention that you yourself created your own problem
(and I'm not saying this to be rude or anything, just stating a fact)

you asked a question, you were advised twice to post in the mods support thread and even you yourself posted a link to where you posted in the mods support thread, topic was then locked, so I'm really not sure why this topic was really even created to be honest.

Steve

I had a post already to go and bam! the site goes down.  :laugh:

Quote from: shadav on February 19, 2022, 10:55:33 AMok I really was trying to stay out of this

Me too.  :P

shadav has explained the situation very well and despite your feelings to the contrary, support staff bent over backwards to help you and that topic was going nowhere (neither is this one for that matter) as you created the problem, was told what caused it, and how to fix it so there really isn't anything else to say. So I locked it to prevent it from going around in circles. Locking support topics is not really what we do, except in rare cases, of which I thought this was one.
Please do not PM me for support.

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