Diagnostics answers the question every support reply starts with: what is actually running on this site? It performs no actions and changes nothing. It reads, formats and shows, and it gives you a plain text report you can paste into a support request in one click.
Where to find it:
Open ResultsAiX Hub and click the Diagnostics tab. You also get here from Open Diagnostics in Settings and from Run Diagnostics on the Support tab.
Environment:
WordPress, PHP and MySQL versions, the Hub version, the catalogue version, your site and admin addresses, the active theme and its parent if it is a child theme, whether the install is multisite, whether WP Debug and the debug log are on, the server software, and the four limits that cause trouble most often: memory limit, time limit, upload maximum and post maximum.
Registered ResultsAiX Plugins:
Every plugin that has registered with the Hub, with its slug, name, version, whether it is a Parent or an Addon of another plugin, and its plugin file. An update label with the new version appears next to any version with a newer release waiting.
All Active Plugins:
Every plugin active on the site, other makers' plugins included, with version, author and plugin file. Rows are tagged so the groups are obvious: RAIX for plugins registered with the Hub, RAIX (pre-hub) for ResultsAiX plugins without a registration block yet, and no tag for everything else. This section is the one that solves plugin conflicts, which is why it lists everything rather than only ResultsAiX plugins. Inactive plugins are counted under the table but not listed.
Must-use and Drop-in Plugins:
If the site has any, they get their own table. These are files WordPress loads on its own, from wp-content/mu-plugins (must use) or straight from wp-content (drop ins). Your host or another plugin usually puts them there, and they cannot be switched off from the Plugins screen. Each one gets a plain line saying what it does, for example:
- maintenance.php: your own back in a minute page, shown for a few seconds while WordPress installs updates
- advanced-cache.php: page caching from a caching plugin or your host. If a change does not show on the site, clear the cache
- object-cache.php: database caching, added by your host or a caching plugin
- db.php: replaces how WordPress talks to its database, added by some hosts, caching and security plugins
The list is there so support can spot a conflict quickly. You do not need to do anything about it.
Database:
The two Hub tables, your table prefix plus raix_stats and raix_audit, are checked for existence and row count, with a clear Missing label if either is absent.
Scheduled jobs:
Everything the Hub runs in the background, what each job does, and when it runs next, in UTC and as a countdown:
- Daily refresh: refreshes the plugin catalogue and licence status
- Hourly Overview count: counts your Overview numbers in the background, so the page opens at once
- Linked-site send, every ten minutes: sends this site's numbers to your main Hub. It shows Not in use on this site unless this site sends to a main Hub
A job that is needed but missing shows NOT SCHEDULED. It schedules itself on the next page load. If it stays like that, WordPress's scheduled tasks are not running on your site. If your site switches WordPress's own scheduler off with DISABLE_WP_CRON, the card says so: a server cron job must then call wp-cron.php for these jobs to run.
The diagnostic report:
At the bottom is a plain text version of everything above in one box: environment, every active plugin, must use plugins and drop ins, database and scheduled jobs.
Step by step: send the report to support:
- Open Diagnostics and scroll to Diagnostic Report.
- Press Copy report. The button says Copied for a moment.
- Paste the report into your support request, together with what you expected and what happened.
- Press Open Support to see the other ways to get help.
If your browser does not allow copying, the button selects the text and asks you to press Ctrl+C (Cmd+C on a Mac).
A real example:
A customer of YourSite Academy reports that a form is not reaching the list. Before writing to support, Jamie opens Diagnostics on yoursite.com, sees that every ResultsAiX plugin is tagged RAIX, that the Mailer and Funnels show an update waiting, and that both Hub tables exist. Jamie updates the two plugins from My Plugins, tests the form again, and only then presses Copy report to send along with the question.
Reading the environment:
Most WordPress problems trace back to a handful of values. These are the ones support looks at first:
- PHP: a current, supported PHP version keeps every plugin running smoothly. Your host can change it
- Memory limit: 256M or more is comfortable for a site running several ResultsAiX plugins
- Time limit: long jobs such as imports and big sends like 60 seconds or more
- Upload max and Post max: these cap the size of files you can upload, such as a plugin zip
- WP Debug: normally off on a live site
Tips:
- Do not trim the report: the full picture is what lets a problem get solved on the first reply.
- Check All Active Plugins first when something stops working after you add a new plugin.
- See The Support Tab And The Escalation Ladder for where to send it.