Support » Plugin: Jetpack by WordPress.com » waiting for pixel wp com

Viewing 15 replies - 1 through 15 (of 28 total)
  • Plugin Contributor Richard Archambault

    (@richardmtl)

    Could you contact us via this form, so we can run some tests with you on your site?
    http://jetpack.com/contact-support/

    I did it again now such as 2 days ago.
    No answer so far.
    Thanks.

    “Your support request has been submitted. We will respond as soon as possible. Thank you!”

    • This reply was modified 2 years, 7 months ago by passegua.
    Plugin Contributor Richard Archambault

    (@richardmtl)

    We’re currently dealing with a backlog of tickets right now, but rest assured that we’ll get back to you as soon as possible. Note that diagnosing this issue requires us to look at a traceroute from your server to ours, and this information is best not posted on a public forum, which is why we ask that you contact us through our contact form. Thanks for your patience!

    Still waiting…

    Plugin Contributor Richard Archambault

    (@richardmtl)

    Hi! Did you submit an issue referring to https://www.sinapsi.org ? I just searched our ticket system and didn’t find anything with that URL. 🙁 We definitely have responded to all tickets sent in a week ago. I apologize for this, but, could you submit another ticket?

    Yessss!
    I sent an email thru your site.
    Please have a look at this screen shot:
    screenshot

    Plugin Contributor Richard Archambault

    (@richardmtl)

    I’ve searched high and low in our system for any tickets from you, and I can’t find any! I do not understand why this is. I’ve even asked my colleagues to look with me in case I missed something obvious, and I can’t find it. 🙁 You mentioned that you got at least one of our auto-replies, right? Can you tell me if it had a ticket number in the reply, or in the subject line?

    Please give me a link where I could submit a ticket.
    I’d like to have an answer to my question.
    Thanks.

    Plugin Contributor Richard Archambault

    (@richardmtl)

    Other than through our form here:

    https://jetpack.com/contact-support/

    There’s really nowhere else. I ask again, though:

    You mentioned that you got at least one of our auto-replies, right? Can you tell me if it had a ticket number in the reply, or in the subject line?

    Can you tell me if you were logged in to WordPress.com when you last tried to submit a ticket? Can you maybe try again? Alternatively, can you logging in to a different WordPress.com account, in case the issue is with the account that you’re using to contact us? I see no problems with it on our side but I want to rule out all possibilities.

    More than sending you this:
    https://www.dropbox.com/s/2hxfgg6p2rgf15w/jetpack_issue.PNG?dl=0
    I don’t know how manage this issue!
    I can try one more time (third time!) but please have a look at the picture:
    https://www.dropbox.com/s/2hxfgg6p2rgf15w/jetpack_issue.PNG?dl=0

    I get no ticket number, only this:
    “Your support request has been submitted. We will respond as soon as possible. Thank you!”

    But actually I am still waiting. waiting waiting.

    Plugin Contributor Richard Archambault

    (@richardmtl)

    Ah, so you never did get an auto-reply sent to your email. Ok; can you confirm which WordPress.com account you are logged in to, if you don’t mind saying so publicly? Like I said, we looked at the email address we have on file that is connected to the site, and we have not gotten any tickets from it in regards to this issue. As a reminder, we need you to contact us privately so that we can get a traceroute from you, and we don’t want to publish that information publicly.

    Thanks!

    I connect to wordpress.com using info at my web site.

    Plugin Contributor Richard Archambault

    (@richardmtl)

    Thanks! I still can’t find anything from you in our system, and I still have no idea why. Can you try the following, please?

    1) Try from a different computer or a different browser
    2) Log in to a different WordPress.com account, or, don’t log in to any account at all and just enter a different email address in the form.

    To be transparent, I’ve looked at your WordPress.com account and I see no reason that you’d be blocked from submitting tickets to us, but just in case there’s a bug somewhere with your account / email address in particular for some reason, that’s why I want you to try with a different account or email address.

    If that *still* doesn’t work, I’ll ask a developer to look through the ticketing system’s database (if possible) to see if your tickets get re-routed somewhere invisible for some reason.

    Lastly, when you submit the contact form, keep your browser console open, and check if there are errors that happen when you submit something:

    http://en.support.wordpress.com/browser-issues/advanced-browser-troubleshooting/#javascript-errors

    Thanks!

    I tries using Opera and Chrome besides Firefox, I didn’t logged and put a different email

    I didn’t see any error in browser console.

    I didn’t receive any confirm by email from jetpack.

    So I quit, it’s too much.

    Thanks any way.

    Just in case I repeated the process using a new email on Android 7.1.1 and Puffin browser but the result was the same: no feedback!

    • This reply was modified 2 years, 6 months ago by passegua.
Viewing 15 replies - 1 through 15 (of 28 total)
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