- Open Your Browser Inspection Tools
- Assess the Errors
- The Next Steps Depend on the Errors Observed
Open Your Browser Inspection Tools
Related article: How to Open Browser Inspection Tools on Your Site
Once the inspection tools are open, select the Console tab.
|Chrome|| Get Started With The Console
|Firefox|| Opening the Web Console
|Edge|| Microsoft Edge Developer Tools
|Internet Explorer|| Navigating the F12 Developer Tools Interface
Look for the following elements within the error shown.
- A red (x) icon (located to the left of the error message);
- file:line information (located in line with the message on the right side of the box); and
- A little black arrow between the ‘X’ and the message (see below). When clicked, the arrow points down and shows additional details about the error.
Always click the black arrow to get the full details about the error.
Assess the Errors
- Find the full path to the file where the error occurred. Hover over the file name associated with the error message to display the full path to that error.
- File paths of interest include the
/wp-content/directory. The paths may refer either to the Popup Maker plugin, another plugin, or the active theme used on the site. Look at the files named from top to bottom for relevant paths like:
- Ignore file paths from the
/wp-includes/directory, including files named ‘jquery’, or ‘jquery-ui’.
The Next Steps Depend on the Errors Observed
a) Errors Do Not Refer to Popup Maker
If the file name in the error message refers to an active theme or a plugin file other than Popup Maker, contact the support team for that product. See the section What to Include in Your Support Request for guidance when contacting the other plugin or theme support team.
b) Errors Refer to Another Plugin or Theme AND Popup Maker
c) Errors Refer Only to Popup Maker
If the error message, file path, or error call stack refers only to Popup Maker ( plugin files only, or the path to the
/uploads/pum/ directory ), this indicates that an error occurred solely in the Popup Maker JS.
Console Error Message: ’Trigger or Function Does Not Exist'
What to Include in Your Support Request
Please contact us for assistance either via our secure support forum or the community plugin support forum at WordPress.org. We prefer that you not use the Facebook Group or GitHub issues tracker to request assistance with JS-related issues.
Please follow the outline below to include as much detailed information as possible in your support request. The more precise information provided, the faster we can assist you to resolve the problem.
- Screenshot of the error with full details (click the black triangle to open the error message and display the error call stack).
- Where does the issue occur?
- Front End (front of website)
- Provide a link to the page with the error;
- Describe the steps required to produce the error; and
- Provide a screenshot of any popup settings that seem relevant to the problem. Include any error information displayed on the screen.
- Admin (back of website)
- What interface are you having trouble with ( Popup Editor, Popup Maker Settings, etc. );
- Provide a screenshot of what you see in the Admin. Include any error information displayed on the screen.
- Describe what you’ve done so far to resolve the issue. What was the result?
- Did your problem-solving include deactivation of other plugins and switching to the default theme? See: Test if a Plugin or Theme Interferes with Popup Maker.
- Front End (front of website)
- What have you tried to resolve the issue?
- Describe the steps taken thus far to resolve the issue. What was the result?
- Did the problem resolve when other plugins were deactivated and the site theme is changed to a default WordPress theme? See: Test if a Plugin or Theme Interferes with Popup Maker.
- If testing identifies a possible conflict with Popup Maker, what plugin or theme produces the error when active?
Temporary Site Admin Credentials
While not always necessary, sometimes login as an Admin user is useful to diagnose a problem. Please let us know whether you are willing and able to grant us temporary admin login credentials if requested. This can sometimes speed up the debugging process. Only our lead developers will log in to troubleshoot the issues you report.