Troubleshooting for Admin

Troubleshooting for Administrators

This section provides guidance for common SWPRO technical problems. The office manager should help with basic access, password, page, menu, media, and portfolio setup issues. Larger network, hosting, or account-lockout problems should be referred to Lucian/Intercer.

General Troubleshooting Process

When a student or professor reports a problem, begin with the basics:

  1. Identify the student and portfolio URL.
  2. Confirm whether the issue affects one portfolio or several portfolios.
  3. Ask what the user was trying to do when the problem happened.
  4. Check whether the student is using the correct login page, username, and password.
  5. Check whether the student has access to the correct portfolio.
  6. Check whether the problem is related to pages, menus, media, theme, or password protection.
  7. If the issue cannot be solved through the WordPress dashboard, contact Lucian/Intercer.

When asking for help from Lucian/Intercer, include the portfolio URL, username, description of the problem, any error messages, and screenshots if available.

Login Problems

Login problems are the most common student support issue.

Check the following:

  • Is the student using the correct portfolio login page?
  • Is the student using the correct username?
  • Is the password correct?
  • Is the student assigned to the correct portfolio site?
  • Has the student been locked out after too many failed login attempts?

If the student forgot the password, manually create a new password and send it to the student.

If the student is locked out after repeated failed login attempts, contact Lucian/Intercer to unlock the specific account.

Password Reset Problems

Students do not normally reset or change their own passwords. The office manager creates or resets passwords manually.

When resetting a password:

  1. Confirm the student’s identity.
  2. Confirm the correct portfolio site.
  3. Create a new password.
  4. Send the student the new password.
  5. Remind the student to save the information and use the correct login page.

If the password reset does not work, check whether the student is trying to log in to the wrong portfolio or using the wrong username.

Professor Cannot Find a Portfolio

Professors often use the alphabetical portfolio list to find student portfolios.

The list is located at:

www.swpro.org/portfolios

Each letter page follows this format:

www.swpro.org/portfolios/a

If a professor cannot find a student portfolio:

  • Confirm the student’s last name.
  • Check the correct alphabetical page.
  • Confirm that the portfolio was created.
  • Confirm that the link was added to the list.
  • Check whether the student’s name is misspelled.
  • Check whether the portfolio URL matches the first part of the student’s Southern email address.

For example:

  • Email: crusu@southern.edu
  • Portfolio URL: www.swpro.org/crusu

If the portfolio exists but is missing from the alphabetical list, add the student’s name and link to the correct page.

Portfolio Link Does Not Work

If a portfolio link does not open correctly, check:

  • Was the portfolio site created?
  • Was the URL typed correctly?
  • Does the URL match the first part of the student’s Southern email address?
  • Is the link on the alphabetical list correct?
  • Is there an extra space, typo, or missing character in the link?
  • Does the portfolio open from Network Admin → Sites → Visit?

If the site exists in Network Admin but the public link does not work, contact Lucian/Intercer.

Student Cannot Edit the Portfolio

If a student can log in but cannot edit the portfolio, check:

  • Is the student assigned to the correct site?
  • Is the student role set to Administrator?
  • Is the student trying to edit their own portfolio or another site?
  • Are they in the dashboard of the correct portfolio?
  • Did they access the public view instead of the dashboard?

To check this, go to the student’s portfolio dashboard and review the user settings.

Home Page Is Not Showing Correctly

Sometimes the portfolio opens to blog posts instead of the Home page, or the Home page disappears from the front of the site.

Check the following:

  • Does the portfolio have a page titled Home?
  • Was the original Sample Page renamed to Home?
  • Is the page slug/address set to home?
  • Is the front page set to a static page?
  • Is Home selected as the static front page?

If needed, go to the portfolio dashboard and check the front page setting under Theme Settings or Customize, depending on the WordPress options available.

Theme or Layout Problems

Students may accidentally change the theme or modify layout settings.

Common signs include:

  • The portfolio looks very different from before.
  • Menus disappear.
  • Pages appear in the wrong place.
  • Content looks disorganized.
  • The Home page is no longer showing correctly.

Check:

  • Which theme is active?
  • Was the theme changed recently?
  • Is Twenty Ten or another approved simple theme active?
  • Are the required pages still present?
  • Is the Home page still set as the static front page?
  • Are menus connected to the correct pages?

If the theme was changed, return the site to an approved simple theme unless the professor or program has approved another option.

Menu Problems

Students may need help creating or fixing menus, especially when using parent/child pages or drop-down menus.

Check:

  • Do the required pages exist?
  • Are the pages published?
  • Are menu items linked to the correct pages?
  • Are parent/child pages organized correctly?
  • Are drop-down menus working?
  • Is the menu assigned to the correct menu location?

Keep menus simple. If students are unsure which pages are required, direct them to their professor.

Missing Content

If a student says content is missing, check:

  • Did the student edit the wrong page?
  • Was the page saved as a draft instead of published?
  • Was the content deleted accidentally?
  • Is the content on another page?
  • Did the student change the theme or layout?
  • Is the correct page linked in the menu?

If content was deleted and cannot be restored from the dashboard, contact Lucian/Intercer to ask whether restoration is possible.

Media Upload Problems

Students often have trouble uploading images or documents because of file type or file size.

General rules:

  • Images should be JPG files saved at web quality.
  • Documents should be uploaded in the approved format, usually PDF.
  • Videos should not be uploaded directly to SWPRO.
  • Large media files should be hosted elsewhere and linked from the portfolio.

If an upload fails, check:

  • Is the file type allowed?
  • Is the file too large?
  • Is the file name too long or unusual?
  • Has the student used too much storage?
  • Is the internet connection stable?

If the student has reached a storage limit, help them reduce file sizes, delete unnecessary duplicate files, or link to large media hosted elsewhere.

If the problem continues, contact Lucian/Intercer.

Portfolio Viewing Password Does Not Work

The portfolio viewing password is different from the WordPress login password.

  • The login password allows the student to edit the portfolio.
  • The viewing password allows others to view the portfolio.

If a professor or viewer cannot access the portfolio:

  • Confirm they are using the viewing password, not the login password.
  • Confirm the password was typed correctly.
  • Check whether the viewing password has been changed.
  • Test the portfolio in a private/incognito browser.
  • Reset or confirm the viewing password if needed.

When to Contact Lucian/Intercer

Contact Lucian/Intercer when the issue cannot be fixed through normal WordPress administration.

Examples include:

  • Student account locked after repeated failed login attempts
  • Hosting or server problems
  • Site-wide WordPress errors
  • Problems affecting multiple portfolios
  • Theme or plugin conflicts
  • Storage problems that cannot be solved by reducing files
  • Security concerns
  • Backup or restoration needs
  • A portfolio site exists but will not open correctly

Before contacting support, gather:

  • Portfolio URL
  • Student username
  • Description of the problem
  • Screenshots, if available
  • Error messages
  • Steps already tried
  • Whether the issue affects one portfolio or multiple portfolios

Troubleshooting Checklist

Use this quick checklist when something is not working:

  • Is the student using the correct URL?
  • Is the username correct?
  • Has the password been reset if needed?
  • Is the student assigned to the correct portfolio?
  • Is the student role set to Administrator?
  • Is the portfolio listed on the correct alphabetical page?
  • Does the Home page exist and open correctly?
  • Is the static front page set to Home?
  • Is the correct theme active?
  • Are menus linked to the right pages?
  • Are uploaded files in the correct format and size?
  • Is the issue large enough to require Lucian/Intercer?

The goal of troubleshooting is to solve routine problems quickly while recognizing when an issue needs higher-level technical support.