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Troubleshooting

This section covers solutions to common issues that may arise when using PhotoBerry Studio. If you're encountering problems, try the following solutions before contacting support.

Identifying Conflicts​

Sometimes, third-party themes or plugins may conflict with PhotoBerry Studio, preventing certain features from displaying correctly.

  1. Disable Plugins:

    • Deactivate all plugins except PhotoBerry Studio, then check if the issue is resolved. If it is, reactivate the plugins one by one to identify the conflicting plugin.

  2. Switch Themes:

    • Switch to a default WordPress theme (e.g., Twenty Twenty-Four) to see if the issue persists. If the problem is resolved, the issue likely lies within your theme’s customizations or code.

Watermarks Not Appearing on Images​

  • Watermarking Not Enabled: Ensure watermarking is enabled in the session or gallery settings.
  • Changes to Watermark Settings: Watermarks are applied at the time of upload, so changing settings after images have been uploaded will not affect already uploaded images.

Proofing Selections Not Showing​

  • Proofing Not Enabled: Verify that proofing is turned on in the session’s Proofing Tab.
  • Client Authentication: Proofing selections are only visible to authenticated clients, so ensure the client is logged in or properly authenticated.
  • Selections Already Submitted: The client may have already submitted their selections, which could prevent further changes.

Images Not Uploading or Loading​

If you're experiencing issues with uploading or loading images, follow these steps:

  1. Check for Errors in Developer Tools

    • Open your browser’s Developer Tools (press F12 or Right Click > Inspect).
    • Navigate to the Console tab and look for any errors.
    • If errors are present, take a screenshot or copy the error message.

  2. Verify Image Format & Resolution

    • Ensure that you are uploading a supported file format (.jpg, .jpeg, .png, .webp).
    • If the image is too large, try resizing it and uploading again.

  3. Check Upload Folder Permissions

    • Ensure that the folder /wp-content/uploads/photoberry-uploads exists on your web hosting.
    • If the folder is missing, create it manually and set its permissions to 755 or 775.

  4. Check Site Health Information

    • Navigate to WordPress Dashboard → Tools → Site Health → Info tab.
    • Click the Copy Site Info button and provide this information when contacting support.

Handling 503 Errors (Image Load Issues)​

If you encounter 503 errors when loading images in PhotoBerry Studio, this may be caused by temporary server overloads, rate limits, or restrictions imposed by your hosting provider. We have implemented a retry mechanism to help mitigate these errors.

How the Retry Mechanism Works​

  • If an image fails to load due to a 503 error, PhotoBerry Studio automatically attempts to reload it after a short delay.
  • The system will attempt multiple retries before giving up and triggering the default error handler.
  • If retries are unsuccessful and the image still does not load, the default error message will be displayed.

Potential Causes of 503 Errors​

  • Server resource limitations (CPU, memory, or bandwidth)
  • Hosting provider rate limiting on large image requests
  • Temporary network congestion
  • Too many simultaneous requests to load images

What You Can Do to Troubleshoot 503 Errors​

  1. Check Your Server Logs

    • Review your web hosting error logs to see if there are rate limits or resource usage spikes.
    • Some hosting providers may temporarily block requests if limits are exceeded.

  2. Reduce Image Request Load

    • If you are loading a large number of images at once, try limiting the number of images displayed per page.
    • Consider enabling lazy loading to delay image loading until they are needed.

  3. Test on a Different Network or Device

    • Check if the issue persists on different internet connections or devices.
    • Some ISPs may impose their own rate limits or filtering that could impact image loading.

  4. Contact Your Hosting Provider

    • If 503 errors continue, reach out to your hosting provider and ask if there are any limitations on image loading or request rates.
  • This retry mechanism should reduce the impact of temporary 503 errors, but persistent issues may require changes to hosting settings or server configurations.
  • If you are still experiencing repeated image loading failures, please provide details to our support team, including any relevant server logs, screenshots, or videos of the issue.

Contact Support​

If you’ve tried the solutions above and are still experiencing issues, please reach out to our support team with the necessary details to help us diagnose and resolve the problem efficiently.

Example Information to Include When Contacting Support:​

  1. Site Health Information

    • Go to WordPress Dashboard → Tools → Site Health → Info tab.
    • Click Copy Site Info and paste it into your message.

  2. Session-Specific Issues

    • If the issue is related to a specific session, include a screenshot of the session settings.
    • Mention any steps taken before encountering the issue.

  3. Image-Specific Issues

    • If the problem affects a particular image, send us the image file for investigation.
    • Specify whether watermarking is enabled and provide any relevant details.

  4. Provide Screenshots or Video Recordings

    • Screenshots of the issue can help us diagnose the problem faster.
    • If possible, record a short video (e.g., using Loom) showing the steps leading to the issue.

  5. Check for Errors in Developer Tools

    • Open your browser’s Developer Tools (F12 key) and check for errors in the Console tab.
    • If there are errors, take a screenshot and include it in your support request.

  6. Confirm File Paths and Storage

    • Verify that the following folder exists on your web hosting and whether it contains files for issues with uploading/ loading images:
      /wp-content/uploads/photoberry-uploads

Enable WordPress Debugging for Troubleshooting​

If you are experiencing persistent issues, enabling WordPress debugging can help identify underlying problems by logging errors.

How to Enable WP Debug Mode​

  1. Access Your Website Files

    • Connect to your website via FTP or use your hosting file manager.
    • Locate the wp-config.php file in the root directory of your WordPress installation.

  2. Edit wp-config.php

    • Open the wp-config.php file in a text editor.
    • Look for the following line: 
      define( 'WP_DEBUG', false );
    • Change false to true and add logging options: 
      define( 'WP_DEBUG', true );
      define( 'WP_DEBUG_LOG', true );
      define( 'WP_DEBUG_DISPLAY', false ); // Prevents errors from showing on the frontend
      @ini_set( 'display_errors', 0 );

  3. Save Changes and Upload

    • Save the file and upload it back to your server (if using FTP).
    • This will create a debug log file (debug.log) in the /wp-content/ directory.

  4. Check the Debug Log

    • Open the debug.log file in /wp-content/ to see any error messages that may help diagnose the issue.
    • If you find relevant errors, copy and send them to our support team.

  5. Disable Debugging After Troubleshooting

    • Once troubleshooting is complete, disable debugging by changing true back to false: 
      define( 'WP_DEBUG', false );

Providing Temporary Site Access (If Needed)​

If the issue persists and you're comfortable providing temporary site access, you can share credentials with our support team privately via email.

Warning

Never share login details in public threads or forums.

Steps to Provide Temporary Access​

  1. Create a Temporary Admin Account

    • Go to WordPress Dashboard → Users → Add New.
    • Set the Role to Administrator (temporary).
    • Use an email like hello@photoberrystudio.com.

  2. Send Login Details Privately

    • Email the credentials to our support team.
    • Include a brief description of the issue and any troubleshooting steps you've already tried.

  3. Revoke Access After Issue Resolution

    • Once the issue is resolved, delete the temporary admin account from your WordPress dashboard to ensure security.

Following these steps will help our team investigate the issue while keeping your site secure.