Getting Help and the System Snapshot

The Help & Support panel is where you go when something is not working and you want a hand. It links you straight to support and gives you a ready-made system snapshot to include with your ticket.

What this does

The Support module adds a Help & Support panel with two things in it:

• An Open ticket button that takes you to the support site.
• A read-only system snapshot: a summary of your versions, server environment, and which xSpeed Cache modules are switched on, formatted so you can copy and paste it into a support ticket.

The snapshot is read-only. It reports on your site, it does not change anything.

Why use it

Most support questions start with the same back-and-forth: which PHP version, which WordPress version, which modules are on. The snapshot answers all of that in one paste, so your first reply from support can be an actual answer instead of a list of questions.

Requirements

None beyond having xSpeed Cache installed. Help & Support is part of the free plugin.

How to use it

1. In the xSpeed Cache settings, open the Help & Support panel.
2. Copy the system snapshot to your clipboard.
3. Click Open ticket to go to the support site.
4. Paste the snapshot into your ticket, then describe what you were doing and what went wrong.

Tip: Along with the snapshot, say what you expected to happen, what actually happened, and the exact page or URL where you saw it. That is usually enough for support to reproduce the issue.

What the snapshot contains

The snapshot is a plain Markdown list. It includes:

Field	What it reports
generated_at	When the snapshot was taken
xspeed	Your xSpeed Cache version
xspeed_pro	Your xSpeed Cache Pro version, if Pro is installed
xspeed_api	The xSpeed Cache API version
wordpress	Your WordPress version
php	Your PHP version
mysql	Your database version
server_software	The web server reported by your host
multisite	Whether this is a WordPress multisite
home_url	Your site’s home URL
memory_limit	The PHP memory limit
active_modules	Every xSpeed Cache module currently enabled
object_cache	Whether an external object cache is in use
license_key	Your license key, masked

Note: Your license key is never shown in full. The snapshot shows only the first four and last four characters, with the middle replaced by dots, so it is safe to paste into a ticket.

Settings explained

Setting	What it does	Default
Support URL	Where the “Open ticket” button takes you	https://wpdeveloper.com/support

Support URL. The address the Open ticket button opens. The default is https://wpdeveloper.com/support. Most people never need to change this. It exists so agencies and hosts who rebrand xSpeed Cache can point the button at their own support desk instead.

Best practices

• Take the snapshot at the time you hit the problem, so it reflects the state the issue happened in.
• Read through the snapshot before pasting it. It includes your site’s home URL, so only share it with support.
• Check active_modules yourself first. Sometimes the problem is a module you did not realise was on.

Troubleshooting

Some versions say “unknown”. That means xSpeed Cache could not read that value on your setup. For example, xspeed_pro reads as unknown when Pro is not installed. This is not an error on its own, and support can still work with the rest of the snapshot.

active_modules looks shorter than I expected. Only modules with their enabled option switched on are listed. A module you configured but never enabled will not appear.

FAQ

Does the snapshot send anything anywhere by itself? No. It is generated for you to read and copy. Nothing leaves your site until you paste it somewhere yourself.

Is my license key exposed? No. It is masked to the first four and last four characters before it ever appears in the snapshot.

Can I change where the Open ticket button goes? Yes, through the Support URL setting. The default points at the official support site.

Related

• Common Problems and Troubleshooting
• Debug Mode and Logs
• Frequently Asked Questions
• Server Compatibility
• WP-CLI Commands