Most Hub questions have a quick answer. Find the line that matches what you see, follow the steps, and if you are still stuck, run Diagnostics and contact support.
The Overview says it is counting:
The first time the Hub counts a site, it counts the last month in seconds and your full history in the background. The page checks back on its own every 30 seconds. Until the full count is done, 90 Days, This Year, Lifetime and Custom wait, and hovering over one says it opens as soon as the count is done.
- Give it a minute on a big site.
- If the note says Could not reach WordPress, press Refresh.
- If it says counting again for a long time, check on Diagnostics that the Hourly Overview count job is scheduled.
A headline tile or a section is missing:
A tile or section only appears when the plugin behind it is switched on here and has records to read.
- Open My Plugins and check whether that plugin is switched off. Press Switch on if so.
- The Membership section also needs at least one member on this site. If your members live on another site, link that site (see Linked Sites: Show Another Site On Your Main Hub).
- Press Refresh on the Overview.
The page says some numbers could not be read:
The note at the bottom of the Overview names the plugin. Its records are not in the shape the Hub expects, usually because the plugin or the Hub is out of date.
- Update the plugin from My Plugins and the Hub from the Plugins screen.
- Press Refresh on the Overview.
- If the note stays, send it to support with your diagnostic report.
My numbers differ from a plugin's own dashboard:
The Overview counts each person and each sale once across all your plugins, and puts every event on the right day in your site's time zone. A plugin on its own cannot do that, so small differences are expected. The Mailer section is the exception: it is counted the same way as the Mailer's dashboard. See How The Overview Counts: One Person, One Sale.
A tile says No earlier numbers to compare:
The period before your range has data on too few days for a fair percentage, for example because Pulse only keeps 30 days of visits or a plugin was installed recently. Pick a shorter range, or wait until there is more history.
An update I know is out does not show:
Open My Plugins and press Check for updates. That asks every update server again. For the Hub itself, check the Plugins screen afterwards, because the Hub is not listed on My Plugins.
An update did not finish:
Read the message at the top of My Plugins. If it says the plugins folder could not be written to, ask your host to check the folder permissions, then try again. Recent activity on the Licenses tab lists every attempt.
A plugin shows Switched off:
Press Switch on in My Plugins, or on the Overview when only one is off. You need permission to activate plugins.
A plugin says No key yet or Check key:
Press Add key on the Licenses tab to open that plugin's own screen and paste your key. Lost it? The Customer Portal at resultswithkevin.com/portal/login.php has every key you own.
A plugin's menu disappeared from the sidebar:
Menu consolidation is probably on. The plugin is now a row under the ResultsAiX Hub menu. Tick Keep at top level for it in Settings, or untick Consolidate plugin menus. If the plugin is listed twice in Per-Plugin Overrides, tick both of its rows.
The RWK AI Bots row is missing from the sidebar:
It has been hidden in Settings. The Results With Kevin AI tab is still at the top of every Hub page, or untick the switch in Settings.
A bot does not open:
The bots are hosted on resultswithkevin.com. Whether a bot opens is decided by your Results With Kevin members account, not by the Hub.
A linked site says Could not read it:
The reason is shown in plain words. If something in front of that site refuses the request, use the send code instead. See When Your Main Hub Cannot Reach A Linked Site.
A plugin ignores the colour scheme I picked:
That plugin has its own scheme. In Settings, Appearance, tick Clear those overrides so every plugin follows the hub and press Save Appearance.
Diagnostics says a job is NOT SCHEDULED:
It schedules itself on the next admin page load. If it never does, WordPress's scheduled tasks are not running on your site, which your host can check. If your site uses DISABLE_WP_CRON, a server cron job must call wp-cron.php.
Contacting support:
- Open Diagnostics and press Copy report.
- Send it with a short description of what you expected and what happened to https://kevinfahey.org/contact-support/