{"id":30,"date":"2026-05-13T14:35:19","date_gmt":"2026-05-13T14:35:19","guid":{"rendered":"https:\/\/swpro.org\/tutorial\/?page_id=30"},"modified":"2026-05-13T18:42:25","modified_gmt":"2026-05-13T18:42:25","slug":"troubleshooting-for-admin","status":"publish","type":"page","link":"https:\/\/swpro.org\/tutorial\/troubleshooting-for-admin\/","title":{"rendered":"Troubleshooting for Admin"},"content":{"rendered":"

Troubleshooting for Administrators<\/h1>\n

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<\/strong>.<\/p>\n

General Troubleshooting Process<\/h2>\n

When a student or professor reports a problem, begin with the basics:<\/p>\n

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

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

    Login Problems<\/h2>\n

    Login problems are the most common student support issue.<\/p>\n

    Check the following:<\/p>\n

      \n
    • Is the student using the correct portfolio login page?<\/li>\n
    • Is the student using the correct username?<\/li>\n
    • Is the password correct?<\/li>\n
    • Is the student assigned to the correct portfolio site?<\/li>\n
    • Has the student been locked out after too many failed login attempts?<\/li>\n<\/ul>\n

      If the student forgot the password, manually create a new password and send it to the student.<\/p>\n

      If the student is locked out after repeated failed login attempts, contact Lucian\/Intercer<\/strong> to unlock the specific account.<\/p>\n

      Password Reset Problems<\/h2>\n

      Students do not normally reset or change their own passwords. The office manager creates or resets passwords manually.<\/p>\n

      When resetting a password:<\/p>\n

        \n
      1. Confirm the student\u2019s identity.<\/li>\n
      2. Confirm the correct portfolio site.<\/li>\n
      3. Create a new password.<\/li>\n
      4. Send the student the new password.<\/li>\n
      5. Remind the student to save the information and use the correct login page.<\/li>\n<\/ol>\n

        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.<\/p>\n

        Professor Cannot Find a Portfolio<\/h2>\n

        Professors often use the alphabetical portfolio list to find student portfolios.<\/p>\n

        The list is located at:<\/p>\n

        www.swpro.org\/portfolios<\/code><\/p>\n

        Each letter page follows this format:<\/p>\n

        www.swpro.org\/portfolios\/a<\/code><\/p>\n

        If a professor cannot find a student portfolio:<\/p>\n

          \n
        • Confirm the student\u2019s last name.<\/li>\n
        • Check the correct alphabetical page.<\/li>\n
        • Confirm that the portfolio was created.<\/li>\n
        • Confirm that the link was added to the list.<\/li>\n
        • Check whether the student\u2019s name is misspelled.<\/li>\n
        • Check whether the portfolio URL matches the first part of the student\u2019s Southern email address.<\/li>\n<\/ul>\n

          For example:<\/p>\n

            \n
          • Email: crusu@southern.edu<\/code><\/li>\n
          • Portfolio URL: www.swpro.org\/crusu<\/code><\/li>\n<\/ul>\n

            If the portfolio exists but is missing from the alphabetical list, add the student\u2019s name and link to the correct page.<\/p>\n

            Portfolio Link Does Not Work<\/h2>\n

            If a portfolio link does not open correctly, check:<\/p>\n

              \n
            • Was the portfolio site created?<\/li>\n
            • Was the URL typed correctly?<\/li>\n
            • Does the URL match the first part of the student\u2019s Southern email address?<\/li>\n
            • Is the link on the alphabetical list correct?<\/li>\n
            • Is there an extra space, typo, or missing character in the link?<\/li>\n
            • Does the portfolio open from Network Admin \u2192 Sites \u2192 Visit<\/strong>?<\/li>\n<\/ul>\n

              If the site exists in Network Admin but the public link does not work, contact Lucian\/Intercer.<\/p>\n

              Student Cannot Edit the Portfolio<\/h2>\n

              If a student can log in but cannot edit the portfolio, check:<\/p>\n

                \n
              • Is the student assigned to the correct site?<\/li>\n
              • Is the student role set to Administrator<\/strong>?<\/li>\n
              • Is the student trying to edit their own portfolio or another site?<\/li>\n
              • Are they in the dashboard of the correct portfolio?<\/li>\n
              • Did they access the public view instead of the dashboard?<\/li>\n<\/ul>\n

                To check this, go to the student\u2019s portfolio dashboard and review the user settings.<\/p>\n

                Home Page Is Not Showing Correctly<\/h2>\n

                Sometimes the portfolio opens to blog posts instead of the Home page, or the Home page disappears from the front of the site.<\/p>\n

                Check the following:<\/p>\n

                  \n
                • Does the portfolio have a page titled Home<\/strong>?<\/li>\n
                • Was the original Sample Page<\/strong> renamed to Home<\/strong>?<\/li>\n
                • Is the page slug\/address set to home<\/code>?<\/li>\n
                • Is the front page set to a static page<\/strong>?<\/li>\n
                • Is Home<\/strong> selected as the static front page?<\/li>\n<\/ul>\n

                  If needed, go to the portfolio dashboard and check the front page setting under Theme Settings<\/strong> or Customize<\/strong>, depending on the WordPress options available.<\/p>\n

                  Theme or Layout Problems<\/h2>\n

                  Students may accidentally change the theme or modify layout settings.<\/p>\n

                  Common signs include:<\/p>\n

                    \n
                  • The portfolio looks very different from before.<\/li>\n
                  • Menus disappear.<\/li>\n
                  • Pages appear in the wrong place.<\/li>\n
                  • Content looks disorganized.<\/li>\n
                  • The Home page is no longer showing correctly.<\/li>\n<\/ul>\n

                    Check:<\/p>\n

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

                      If the theme was changed, return the site to an approved simple theme unless the professor or program has approved another option.<\/p>\n

                      Menu Problems<\/h2>\n

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

                      Check:<\/p>\n

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

                        Keep menus simple. If students are unsure which pages are required, direct them to their professor.<\/p>\n

                        Missing Content<\/h2>\n

                        If a student says content is missing, check:<\/p>\n

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

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

                          Media Upload Problems<\/h2>\n

                          Students often have trouble uploading images or documents because of file type or file size.<\/p>\n

                          General rules:<\/p>\n

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

                            If an upload fails, check:<\/p>\n

                              \n
                            • Is the file type allowed?<\/li>\n
                            • Is the file too large?<\/li>\n
                            • Is the file name too long or unusual?<\/li>\n
                            • Has the student used too much storage?<\/li>\n
                            • Is the internet connection stable?<\/li>\n<\/ul>\n

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

                              If the problem continues, contact Lucian\/Intercer.<\/p>\n

                              Portfolio Viewing Password Does Not Work<\/h2>\n

                              The portfolio viewing password is different from the WordPress login password.<\/p>\n

                                \n
                              • The login password<\/strong> allows the student to edit the portfolio.<\/li>\n
                              • The viewing password<\/strong> allows others to view the portfolio.<\/li>\n<\/ul>\n

                                If a professor or viewer cannot access the portfolio:<\/p>\n

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

                                  When to Contact Lucian\/Intercer<\/h2>\n

                                  Contact Lucian\/Intercer when the issue cannot be fixed through normal WordPress administration.<\/p>\n

                                  Examples include:<\/p>\n

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

                                    Before contacting support, gather:<\/p>\n

                                      \n
                                    • Portfolio URL<\/li>\n
                                    • Student username<\/li>\n
                                    • Description of the problem<\/li>\n
                                    • Screenshots, if available<\/li>\n
                                    • Error messages<\/li>\n
                                    • Steps already tried<\/li>\n
                                    • Whether the issue affects one portfolio or multiple portfolios<\/li>\n<\/ul>\n

                                      Troubleshooting Checklist<\/h2>\n

                                      Use this quick checklist when something is not working:<\/p>\n

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

                                        The goal of troubleshooting is to solve routine problems quickly while recognizing when an issue needs higher-level technical support.<\/p>\n","protected":false},"excerpt":{"rendered":"

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