When something looks wrong, open AiX Email, Diagnostics first. It is one screen that says what is working, with a tick, an exclamation mark or a cross beside each line, and below it the plugin's own Error Log.
Where to find it:
Open AiX Email and click the Diagnostics tab. The Troubleshooting card on Settings and the Diagnostics button on the Reports tab open it too.
What it checks:
- Plugin version, WordPress and PHP. PHP 7.4 or newer gets a tick.
- Licence: Active or Not activated, with a note if it is active here but not yet confirmed with the licence server.
- Library table, Revisions table and AI job log table, each with its row count.
- Library columns: All present, or which are missing.
- AI: Ready, with the provider answering, or the exact reason it is not ready. The note lists which providers have a key saved and whether the master switch is on, plus the last error if there was one.
- Voice: the voice in use and how many emails it was trained on.
- ResultsAiX Mailer: Found with its version and picker is live, or Not on this site, with a note that everything else works.
- Family plugins readable: how many, and which.
- One line per linked site: its name and email count, or why it could not be reached.
- Nightly check: when the nightly re-check of the house rules runs next.
- Update endpoint: where the plugin checks for updates.
- Error log, last 24 hours: errors, jobs that never finished, slow requests and warnings.
- Last database error, only when there is one.
Press Copy this for support to copy every line as plain text for a ticket.
The Error Log:
The card under the checks keeps everything this plugin had trouble with for 7 days: AI and linked site errors in the provider's own words, any PHP crash on the site, slow requests, and every AI job, import or linked site refresh that started but never finished, with the last step it reached. Times are in your site's time zone.
- Problems shows only what needs a look. It is the view you see first.
- Never finished shows jobs that started and did not end.
- Everything shows every entry.
- Download the log saves it as a text file to attach to a ticket.
- Clear the log asks Delete the whole log? with Yes, delete it and Keep it.
When Problems is empty it says No problems logged. Everything is running smoothly.
The Support report:
At the bottom of the Reports tab is a second block made for tickets. No licence key, no API key, no token and no customer data appears in it, so it can be pasted anywhere. Press Copy it, then Open a ticket.
If you see something unexpected:
- An AI button is missing: read the one line note in its place. It names the cause: no key saved, AI features switched off on AI Connect, or the licence not active on this site, with a link to fix it. The AI row on Diagnostics says the same.
- Test connection showed a tick but AI is still unavailable: look for the not saved yet pill and press Save AI settings.
- The AI keeps failing: AI Connect shows the Last AI error in the provider's own words. Test each provider, set If that fails, try to a second provider with its own key, or raise Seconds to wait. A key that tests well and then fails in use usually needs credit adding at the provider.
- Insert from ResultsAiX Email is not showing in the Mailer: it appears only with a broadcast open in the composer, and once the library holds at least one email.
- The folder import says No folder at that path, or That folder has no .txt files in it: use the full path as your server sees it, and check the files end in .txt.
- The zip upload says this server has no zip support: use the folder path instead.
- A table shows MISSING, or Library columns shows some missing: deactivate and reactivate the plugin to build it, then paste your licence key again.
- A message says That page has been open a while: reload it and try again.
- The licence is active here but not yet confirmed: it retries daily and nothing stops working meanwhile.
- The Talk button is not there: it appears only in browsers that have a speech engine. If the microphone is blocked, allow it for your site in the browser and try again.
- Error log says Cannot be written: ask your host to make wp-content/uploads writable.
- An update is not showing: open Dashboard, Updates in WordPress and check again.
A worked example:
Sam's Write it button is missing one morning. The note in its place says the key is saved but AI features are switched off. Diagnostics agrees: Master switch: OFF. Sam ticks AI features on, on AI Connect, presses Save AI settings, and the button is back.
Tips:
- Attach both Copy this for support and the Support report to a ticket, and the answer comes back faster.
- Check Problems in the Error Log after a big import or a fill run on Coverage.