Archived Support Community

Bug Testing Needed

2012-07-18T16:18:45Z

Hey folks,

Anyone who can take a look at this request and see if it's reproducible would be much appreciated.

If you can or can't, an IC there or a comment here with your OS + Version, Browser + Version, and which comment page style (customized as seen on my journal or new as seen in lj_releases) would be much appreciated.

TOS question

2012-06-07T21:03:17Z

In request #1513947 the user asked if it was allowed by the Terms of Service to post fanfiction on LiveJournal.
I bookmarked the request to see what the reply would be, but now it's been moved and I don't have enough privs to access it again.

What does support say to a question like this and why was it moved/hidden in the first place?

Finnish Anyone?

2012-06-04T19:27:13Z

Is there anyone who can translate a request in Mobile for me? I think http://www.livejournal.com/support/see_request.bml?id=1508898 is complaining about getting redirected to a scam site, but I'd like to get an opinion besides Google Translate.

If they are, could you please ask them if it is still happening?

review request for littlebit1988

2012-01-17T02:15:48Z

Hi,
I'm placing my most recent tuches here for review.
Thank you,

1340426
Style systems
Title: Unable to change font
Comments: I refered this user to the FAQ's.
URL: http://www.livejournal.com/support/see_request.bml?id=1340426

1323354
General/unknown
Title: My email is closed
Comments: I asked if the user had a security question and answer.
URL: http://www.livejournal.com/support/see_request.bml?id=1323354

1323452
Style systems
Title: Adding a header to free account
Comments: I refered the user to the FAQ's.
URL: http://www.livejournal.com/support/see_request.bml?id=1323452

1065887
General/unknown
Title: Connection to FaceBook
Comments: I referred the user to the FAQ's and let the user know that they could choose the settings that work best for them.
URL: http://www.livejournal.com/support/see_request.bml?id=1065887

1065779
General/unknown
Title:Can't delete friends
Comments:I referred the user to the FAQ's.
URL:http://www.livejournal.com/support/see_request.bml?id=1065779

1065741
General/unknown
Title: How do I find comments in others journals that I've made?
Comments:I reffered the user to the FAQ's.
URL: http://www.livejournal.com/support/see_request.bml?id=1065741

Review request for alexia_drake, I2

2012-01-14T16:05:50Z

I was not sure if I should tag the entry with the names of the categories, or with something else, so I will let you take care of it. I also added and lj-cut, because this post is quite long.

Title: Cannot Reset Password
URL: http://www.livejournal.com/support/see_request.bml?id=1446053
Category: Troubleshooting
Answer: For now, I asked the user to reply with the exact text of the error message.
Comments: I do not think it could have been a temporary problem, because the user tried for the past two days without success. The error message should help us.

Title: Cannot Delete Members
URL: http://www.livejournal.com/support/see_request.bml?id=1444775
Category: Communities
Answer: I used the stock for the issue reported to devs.
Comments: To make it shiny, I could have edited the stock to make it more specific about the issue that prevents maintainers from deleting members.

Title: Upload & Share Audio Files
URL: http://www.livejournal.com/support/see_request.bml?id=1444731
Category: Entries
Answer: There is a stock for that.
Comments: I guess I could have changed the word 'music files' in the stock for 'sound files' or 'mp3' to match the words of the user, but I think I was too excited to use that stock for the first time.

Title: Style Corrupted Error 500
URL: http://www.livejournal.com/support/see_request.bml?id=1443331
Category: Style
Answer: I said that the active style of their account has been corrupted, and explained how to get it back.
Comments: First time I answer a request with that kind of issue, and I am happy of how it turned out. I know we can suggest something else for the Paid Account holders, but I verified and the user has a Plus Account.

Title: Choose Active Userpics
URL: http://www.livejournal.com/support/see_request.bml?id=1443187
Category: Images
Answer: I explained that it was not possible to choose which userpics they could kept as their active ones without deleting most of their userpics.
Comments: Arie said that I should have also mentioned that besides adding Paid Time to their account, they should have paid for their add-ons as well. However, the packages became available later, and most people already had paid time, so their expirations dates are not the same for most users. And even if I was wrong about this, the user would know that they have to pay for their add-ons anyway. But of course, I will be more precise if I see another similar request in the future.

Title: Error 500 Because of S1
URL: http://www.livejournal.com/support/see_request.bml?id=1443149
Category: Style
Answer: Told the user that their friends were getting Error 500 on their journal because of their old S1 system.
Comments: This is actually based on a stock for the Troubleshooting category that I edited, because they were the ones with the S1 system and their friends had problems to view their journal. I'm glad that they choosed to upgrade to the S2 system. The stock in question should be added in the stock for the Styles category in my opinion, since we are supposed to move those request there anyway.

Title: Comments Disappeared in Inbox
URL: http://www.livejournal.com/support/see_request.bml?id=1442951
Category: Troubleshooting
Answer: I said it was probably a temporary error, and suggested to clear their cache if it happened again.
Comments: I assumed it was just temporary because it resolved itself soon after they submitted their request, and their error message reminded me of problem to load styles sometimes.

Gunk: Automatic Payments

2012-01-13T03:59:11Z

Could someone please tell me if I should write something else to the user on this request. I replied a week ago, soon after they re-greened, but nobody approved it or told me if I should edit my answer. They are getting impatient, and replied after my screened answer.

If it's because you are not sure if the payment of the user will still occur on February 26 in 2013, then please do tell me. At this point, getting a "we are not sure" would be better than nothing. Thank you for your time.

Review Touches (G/Unk SH, Mobile I3)

2011-08-29T18:30:00Z

Title: Feeding LJ posts to Goodreads
URL: http://www.livejournal.com/support/see_request.bml?id=1368642
Category: Syndication
Answer: Explained to user that this was set up on Goodreads and not LiveJournal
Comments: I started to explain how to find the feeds of a LiveJournal and use those elsewhere, but that seemed like overkill instead of shiny.

Title: Scrapbook won't let me upload
URL: http://www.livejournal.com/support/see_request.bml?id=1359386
Category: ScrapBook
Answer: it's a stock. I recognized this issue as a former SB I2.

Title: Can't access anything!
URL: http://www.livejournal.com/support/see_request.bml?id=1369400
Category: Troubleshooting
Answer: I asked for more info. I suspect they were getting a 503 as that's what all the other requests around the same time are. they didn't reply.

Title: Profiles.
URL: http://www.livejournal.com/support/see_request.bml?id=1365826
Category: Troubleshooting
Answer: Snark got more information, so I fully understand using her answer.

Title: Redirected
URL: http://www.livejournal.com/support/see_request.bml?id=1358948
Category: Troubleshooting
Answer: This looked like malware to me, so I grabbed the relevant stock.

Title: Server Time
URL: http://www.livejournal.com/support/see_request.bml?id=1354846
Category: Entries
Answer: Really, this is a very g/unky entries. As my IC states, I know the answer, but as Semagic is not a LiveJournal product they should talk to Semagic's developers.

Review Procedure

2011-08-03T18:42:53Z

Screenies, I1s, I2s

Screenie, I1, and I2 reviews are no longer category-specific and can include requests from as many different categories as you would like; it is helpful if you indicate the category of the request next to each link. Post your review request in this community, learn_support.

Your review request should contain links to 5-7 recent requests that you have answered or otherwise touched. Please include your username and current priv level in the subject line (e.g., "Review request for intrepia, I2"). You will receive feedback from one or more SHs as comments on your entry.

For I2s especially (although volunteers of other priv levels are welcome to do this as well!), it is strongly recommended that you also include any questions and comments you may have about each request, as well as a brief analysis of what you did well and how you could improve in each request.

I3s

I3 reviews will continue to be category-specific. Please email your review request to support@livejournal.com.

Your review request should contain links to 5-7 of your recent priv-plays in a category. Please include the category, your username, and your priv level in the subject line (e.g., "[general] Review request for intrepia, I3"). You will receive feedback from a SH in that category via email.

You are also encouraged to include any questions, comments, or additional analysis that you may have.

Question about two requests

2011-06-14T21:31:06Z

I was comparing replies and wondered a little why my own and - in case of the second request - alexia_drake's reply weren't approved.

http://www.livejournal.com/support/see_request.bml?id=1323738
http://www.livejournal.com/support/see_request.bml?id=1323948

Could you tell me what I'm missing here, please?

Tag issue

2011-06-12T13:22:34Z

I've only ever tried twice so far to tag requests, but both times it didn't work for some reason. Here's my latest attempt: 1325138
I even copied the tag text from another request of this sort, just to make sure I'd use the exact spelling, but all I got was "(Tags: couldn't add: error 500)"

Wiki didn't help either. Any idea what I'm doing wrong?

Entries training

2011-05-29T02:40:19Z

There are so many wonderful resources provided from reviews, and in the wiki already. The communities (like this one) are a resource in and of themselves. In reading through the older posts I see that there used to be a tag for userpic training .That looks like it would be really good to get into. I think I'd like it! Would any SH's or Admins in entries be interested in doing this sort of thing for entries?

How long is it before an 'owner' is unresponsive?

2011-05-27T17:09:11Z

How many days is it before an owner is considered unresponsive? Also how many instances of spam, or harassment are required to be considered rampant? FAQ221

/rel=nofollow (Upgrading to a paid account.)

2011-05-08T06:52:27Z

This request poses a good question. Does /rel=nofollow automatically vanish upon upgrading to Paid? I would assume that it would not need manually changed over. If it isn't necessarily automatic, what is the waiting period?

Are accounts deleted on request?

2011-04-17T18:45:54Z

In the past few days I saw a couple of requests from users who asked if their old accounts could be deleted. When I checked these accounts were still active, but a bit later they were deleted, even though the users said they didn't have their login info. (The most recent request of this kind is here.)
Is this just a coincidence or has the policy changed and support is now deleting accounts on request?

------

Also, since I've already added the link to the entry - if the account hadn't been deleted, which one of my replies (if any) had been approved here? The one with or the one without the Abuse bit? (With reference to this entry.)

Screened Response (#4843794)

2011-03-26T11:38:57Z

I was wondering why wasn't Screened Response (#4843794) approved. The PayPal button can be posted, and that is how you do it. (I was logged into the wrong account when I posted the reply).

Thanks in advance for the input. :)

Twitter username EXT

2011-03-24T22:09:07Z

I've seen these Support Requests before, but I haven't tracked them and I'm wondering how to go about answering it. Any advice http://www.livejournal.com/support/see_request.bml?id=1262286 ?

Scrapbook issue (links aren't updated after renaming)

2011-03-23T01:09:12Z

Hi. I was wondering about the following request:
http://www.livejournal.com/support/see_request.bml?id=1257990

So far it's not been answered and I don't have the necessary privs to see if there's any discussion going on. Could you tell us what the current status on the scrapbook issue is that occurs when you rename your account? Cheers!
----------------------------------------------------

Edit: Nevermind, thank you - it's been answered in the meantime:

Developers believe that they have resolved the bug that has caused rename problems with ScrapBook in the past. However, please note that Support volunteers cannot guarantee that renaming your journal will not cause your ScrapBook links to break. If you do decide to rename your journal and this does occur, please respond back to this Support request at that time as this information will help developers continue to work towards finding a solution.

Non-English Requests - A Reminder

2011-03-19T14:03:31Z

Hey folks!

G/Unk has seen a recent influx of non-English requests and has been quite lucky to have someone around who is familiar with the language. However, I've just noticed there's a newbie or two loose on the board trying to answer those requests in same language - this is great, but your SupportHelps and Admins still can't understand what's being said.

http://wiki.livejournal.org/index.php/Non-English-language_request outlines the process to use when answering a request in a language that is not English. In particular, we really need translations of both the request and the supplied answer in English.

Thanks!

Priv question

2011-03-09T12:09:26Z

Small explanation: I like support and helping people. But I don't have any aspiration of becoming even more invested in it than I already am (esp. since I've now started translating as well), meaning that I'm rather satisfied with the stuff I'm doing now and not planning on becoming the next super mod. There are others who're clearly more qualified for that, and probably have more time too.

The only thing I really want is to have the privs "supportviewscreened", "supportviewinternal" and "supportmakeinternal" for all request categories. I think the information you get from these can be a tremendous help and frankly I wouldn't mind if the system was changed to include at least the two "view" privs for anyone who asks for them. I'm well aware of the fact that this view isn't shared by everyone, but I still wanted to ask if there was a way to get these privs for every request type at once without writing a review request for every single category. I won't write any more review requests for G/unk or Entries at any rate, as I'm already where I feel I belong in these. When it comes to some of the others I don't seem to be able to collect enough replies per month to write a proper review request, or stay I1 for long if it actually got accepted, but it would still help me to see the ICs for those.

--------
And slightly OT: Any news on the masses of spam currently flooding the support board?
Or did I finally get the "supportviewspam" priv I never wanted? :-P
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Edit, 12th March: After reading fiddlingfrog's comment and thinking about the whole thing once more I'll go one step further: I1 is what you start out with, the first prize you "earn". After receiving a certain amount of support points you should automatically become I1 in all categories, with all three privs I mentioned, and as this only gives you the most basic privs that aren't affected by your not being up-to-date on current affairs and changes (in case you're forced to "drift off") you should never lose them.

I1 should be a "basic bundle" you can go back to and not feel like a total beginner if you haven't been here in a while. The way things are now it's just too frustrating, and people are more likely to turn their back on support if they find themselves on the same level as the brand new volunteers, despite having previously spent long hours helping people and educating themselves on the procedures here.
--------

I think this would be much fairer to everyone than the system that's currently in place.

Multiple requests by same user, about same thing

2011-02-20T06:17:26Z

This has happened twice today, so I thought I'd ask.

What happens if a user responds to the answer they were given and opens up a new request to do so? I understand that if they just open two identical requests, the newer one(s) get marked as answered awaiting close, but what if they supply more information? Copy the newer one into an IC on the original? Link the original to the newer one and keep using the newer one?

Thanks!

Underage question

2011-02-07T15:23:18Z

Is there a FAQ or some other documentation that outlines exactly what users under the age of 18 and 14 respectively cannot do with their journals?
Is there a chart maybe that shows all the differences?

Open German request

2011-01-27T11:51:48Z

Just wanted to check whether there is a problem with my answer to this request. It's been sitting there for a while and seemed to only need the usual lost password info, more or less. Did I forget/miss anything that would make it approvable?

Support request board update?

2011-01-13T12:38:41Z

Back in April 2010 I posted a suggestion regarding the support board: More features for support request board
For some issues inofficial work-arounds and scripts were posted, which helped a great deal. However, working with the board is tedious sometimes, especially since some small changes could make the experience so much better for all users.

This also goes for the support touches site which lists all support requests you ever replied to. As much as you may be able to use the information...since the sorting and listing feature offers so few possibilities (not even a subject field!) it's virtually impossible to find anything you're looking for if you're an active support helper.

I especially still miss a "favourite" feature on the support request board that lets the support volunteer mark certain requests for educational purposes: When there's a request I don't know the answer to, but would like to, there is no easy way to keep it "on screen" for me until it's been answered. After bookmarking about 30 requests at one point in the past I stopped reading up on them, because it took too long to find the ones I was looking for later.

Also, together with the favourite button a note field for the support volunteers would help, even a small one that only allows you to type "check later" or "get more info" or just a proper subject title when the one provided by the user just reads "help me" or something. The information of both, favourite button and note field should also be transfered to the support touches list (and please add the subject field to this list as well!).

Don't misunderstand me, I'm not whining about a bunch of new features, a complete make-over of the page or anything. After a while you get used to some issues, find work-arounds for others etc. I'd very much prefer to be able to find them all in one place, but it seems that's not possible, maybe because some things are "official" and some are not. However, sometimes it looks as if the support request board is like the unwanted step-child who never gets anything, not even things that would help their education. I'd really like to see the environment change just a little, so people would get more out of using it.

List of proposed changes:
- clickable favourite button next to every request, a little star or something. The favourites could be collected and displayed on a different page, similar to the memories feature.
- notes field next to every request, or even just next to those on the newly created favourites page.
- subject fields should be added to the support touches list.
- favourite and note info should be transfered to the support touches list.
- more sort functions for both, request board and support touches. It should be possible to e. g. list requests the support helper's reply has been approved/denied.
- once you've sorted for certain entries you should be able to click through them. At the moment you can sort, but when you click on "next" or "previous" inside a request the very next or previous request on the main list appears, not the one on the list you chose.
- there should be an "official" feature offering to enter the numbers of FAQs instead of searching for the headline in the drop-down list (since the FAQs are under construction at the moment this may be a good moment to bring it up). The Greasemonkey script doesn't always work and in some places you don't have the means to install it at all.

Certainly other users have their own little things they'd like to add. I'd be happy if you posted them here for reference, even if there's little chance anything we'd like to have will ever be implemented.

Or can our support gurus do anything about that? ^^

Comment subject's and Emoticons (or smilies)

2011-01-11T21:59:00Z

I didn't not see this documented and thought that I would share.

To post an emoticon next to the subject box when replying to a comment, some users will need to click a 'More options...' button for grey-transparent smiley icon to appear on the right side of the subject box.

Click the grey-transparent smiley icon, & it reveals a number of icons (or emoticons). You can select the icon that you would like to use beside the subject by clicking on the icon that you want to use.

Web, Dystopia

2011-01-10T23:37:31Z

http://www.livejournal.com/support/see_request.bml?id=1211202

I have a question that isn't all that urgent. I don't want to wait until my next Web review either, because who knows that might be sometime next year.. :)

My question is quite simple: Why is my answer here not / no longer approvable? It doesn't seem that there have been any developments, fixes or whatever that I am not yet aware of. And if something had changed with this issue, then the answer that was approved wouldn't have been this similar to mine. Right?