Collect Information Before Contacting Support

Overview

A complete support report helps identify whether a KineticHub issue is caused by:

• Block configuration
• Missing content or media
• The active theme
• Another plugin
• Caching or optimization
• Browser behavior
• Server configuration
• A Free or PRO installation problem
• A KineticHub compatibility issue
• A reproducible plugin bug

A report containing only “the block does not work” usually requires several additional questions before investigation can begin.

Before contacting support, collect the information in this guide.

Do not send passwords, complete license keys, payment details, private customer data, or unrestricted website access through a public channel.

Confirm the issue first

Before preparing the report, confirm that the problem still occurs.

Use this basic check:

1. Update the affected page
2. Reload the complete editor
3. Clear relevant caches
4. Test the public frontend
5. Test in a private browser window
6. Confirm that the correct KineticHub version is active
7. Confirm that the affected block is enabled
8. Check required content or media
9. Reproduce the issue again

Do not report a problem that disappeared after refreshing or clearing an outdated cache unless it continues returning.

Describe the expected behavior

Explain what you expected the block to do.

Examples:

• The Split Scroll media should remain pinned while the content scrolls
• The Video Modal should open after selecting the play button
• The Before/After handle should respond to dragging
• The Typography effect should start when the heading enters the viewport
• The Audio Player should begin playback after pressing Play
• The Magnetic Button icon should remain aligned with its text
• The block should appear in the Gutenberg inserter

Be specific.

Avoid descriptions such as:

• It is broken
• It looks wrong
• Nothing happens
• The animation is bad
• Mobile does not work

A clear expected result gives the investigation a measurable target.

Describe the actual behavior

Explain exactly what happens instead.

Examples:

• The media scrolls normally and never becomes sticky
• The play button is visible but clicking it produces no modal
• The handle appears, but dragging scrolls the page
• The block occupies space but remains transparent
• The editor preview is blank while the frontend works
• The frontend displays the old styling after the update
• The effect works on desktop but remains static on mobile
• The block appears outside its parent but not inside Kinetic Box

Mention whether the problem is:

• Visual
• Interactive
• Editor-only
• Frontend-only
• Desktop-only
• Mobile-only
• Intermittent
• Consistent

Provide reproduction steps

List the exact steps required to reproduce the issue.

A useful example:

1. Open the affected page
2. Scroll to the Kinetic Split Scroll section
3. View the page at approximately 1440 pixels wide
4. Begin scrolling through the section
5. Observe that the media column scrolls with the content
6. Disable the parent Group’s overflow rule
7. Observe that sticky behavior begins working

A second example:

1. Edit the page in Gutenberg
2. Select Kinetic Video Modal
3. Add a valid YouTube URL
4. Update the page
5. Open the frontend while logged out
6. Select the Play button
7. Observe that no modal appears
8. Open the browser Console
9. Observe the attached JavaScript error

Support should be able to follow your steps without guessing.

State when the problem began

Include whether the issue started:

• After installing KineticHub
• After updating KineticHub
• After upgrading from Free to PRO
• After updating WordPress
• After changing the theme
• After activating another plugin
• After enabling optimization
• After moving the website
• After changing domains
• After editing the block
• After adding custom CSS
• Without an obvious recent change

When possible, include the version or date after which the issue began.

Provide the KineticHub version

Go to:

Plugins → Installed Plugins

Record the installed KineticHub version.

Also state whether you use:

• KineticHub Free
• KineticHub PRO

When using PRO, confirm that Free and PRO are not active simultaneously.

Do not state only that you are using the “latest version.”

Include the actual version number shown by WordPress.

Provide the affected block name

Include the complete KineticHub block name.

For example:

• Kinetic Ambient Aura
• Kinetic Audio Player
• Kinetic Before/After
• Kinetic Box
• Kinetic Cursor Reveal
• Kinetic Hero Mesh
• Kinetic Magnetic Button
• Kinetic Marquee
• Kinetic Scroll Divider
• Kinetic Split Scroll
• Kinetic Typography
• Kinetic Video Modal

When several blocks are affected, list each one and describe whether they fail in the same way.

Provide the affected settings

Include the settings most relevant to the issue.

For an animation issue, include:

• Animation type
• Trigger
• Speed
• Delay
• Direction
• Reduced Motion status
• Mobile Motion setting

For Split Scroll, include:

• Pinned side
• Column ratio
• Sticky offset
• Number of media items
• Smart Media Swap
• Mobile Sticky
• Mobile stacking order

For Video Modal, include:

• Video source type
• URL type
• Aspect ratio
• Modal or inline behavior
• Cover image
• Autoplay setting

For Audio Player, include:

• Layout
• Audio file format
• Preload setting
• Seekbar setting
• Cover image
• Sticky or floating mode when used

Do not include every unrelated control.

Focus on settings that could change the reported behavior.

Provide the page URL

Include the public page URL when the issue can be viewed by support.

Before sending the URL, confirm that:

• The page is published
• The problem is visible while logged out
• The URL does not expose private information
• The page is not restricted by maintenance mode
• The support team can access the relevant section

When the page is private, password-protected, under development, or accessible only to customers, explain that clearly.

Do not publish private access credentials in a public support thread.

Provide a simplified test URL when possible

A simplified test page can make investigation much faster.

Create a staging page containing:

1. A standard Group block
2. The affected KineticHub block
3. The required content or media
4. The settings needed to reproduce the issue

Avoid adding unrelated sections, scripts, animations, and custom code.

When the problem occurs on the simplified page, include that URL.

When it occurs only on the original page, state that the simplified page works and describe the structural difference.

Provide WordPress information

Include:

• WordPress version
• Site language
• Single-site or Multisite
• Block Editor or Site Editor context
• Post type being edited
• Whether Gutenberg is provided only by WordPress core or an additional Gutenberg plugin

The WordPress version can be found in:

Dashboard → Updates

or:

Tools → Site Health → Info

Provide PHP and server information

Include:

• PHP version
• Web server when known
• Hosting provider
• Memory limit when relevant
• Whether object caching is active
• Whether a CDN is active

You can find much of this information under:

Tools → Site Health → Info

Expand sections such as:

• Server
• WordPress Constants
• Filesystem Permissions
• Media Handling

Do not send the complete Site Health report publicly without reviewing it first.

It can contain paths, server details, and other technical information that may not belong in a public thread.

Provide the active theme

Include:

• Theme name
• Theme version
• Whether a child theme is active

When a child theme is active, mention whether the issue also occurs with the parent theme.

When you tested a default WordPress theme on staging, include the result.

For example:

The problem occurs with the active child theme but not with the parent theme.

This is more useful than listing only the active theme name.

Provide the relevant plugin list

List plugins that could affect the reported feature.

Prioritize:

• Cache plugins
• Optimization plugins
• Security plugins
• Other Gutenberg block plugins
• Animation plugins
• Smooth-scroll plugins
• Membership or visibility plugins
• Media optimization plugins
• Consent plugins
• CDN integrations
• Custom-code plugins

A complete plugin list can be useful for complex conflicts, but clearly mark which plugins were tested.

For example:

The issue continues after all nonessential plugins are disabled.

or:

The issue disappears when JavaScript delay in the performance plugin is disabled.

Include conflict-test results

State which tests were completed.

Useful results include:

• Works with all other plugins disabled
• Still fails with other plugins disabled
• Works with a default WordPress theme
• Still fails with a default theme
• Works outside the current parent block
• Fails even in a normal Group block
• Works when optimization is disabled
• Fails with optimization disabled
• Works while logged in but fails while logged out
• Works on desktop but fails on mobile

Do not simply state that you “tested conflicts.”

Describe the actual result.

Include cache and optimization details

List the cache and optimization systems used by the website.

Include settings such as:

• Page caching
• JavaScript delay
• JavaScript combination
• JavaScript defer
• Remove Unused CSS
• Critical CSS
• CSS combination
• Lazy loading
• Guest optimization
• Separate mobile cache
• CDN
• Server cache
• Object cache

State whether the issue continues after temporarily disabling the relevant feature and clearing generated assets.

Provide browser and device information

Include:

• Browser name
• Browser version
• Operating system
• Device model for mobile issues
• Desktop, tablet, or mobile
• Portrait or landscape
• Approximate viewport width

Examples:

Chrome 149 on Windows 11 at approximately 1440 pixels wide.

Safari on an iPhone in portrait orientation.

Avoid reporting only “Chrome” or “mobile.”

Browser and device behavior can differ significantly.

Test another browser

Before contacting support, test:

• Another browser
• A private browser window
• A browser profile without extensions

State whether the problem occurs there.

Possible results:

• Occurs in all browsers
• Occurs only in Safari
• Does not occur in a private window
• Disappears when browser extensions are disabled
• Occurs only on one mobile device

This can identify browser extensions, cached assets, and browser-specific behavior.

Provide screenshots

Screenshots are useful for:

• Missing controls
• Incorrect alignment
• Clipping
• Unexpected spacing
• Missing media
• Dashboard settings
• Plugin versions
• Console errors
• Network failures

A useful screenshot should include enough surrounding context to identify:

• The affected block
• The parent container
• The relevant settings panel
• The browser width
• The complete error message

Avoid screenshots cropped so closely that the page context is lost.

Annotate screenshots when helpful

Use arrows or outlines to show:

• The missing area
• The incorrect layer
• The expected alignment
• The hidden handle
• The empty canvas
• The affected setting
• The overlapping element

Do not alter the screenshot in a way that hides relevant details.

Blur or crop private data before sending.

Provide a screen recording

A short screen recording is especially useful for:

• Animation problems
• Sticky or pinned behavior
• Hover interactions
• Touch interactions
• Dragging
• Modal behavior
• Audio controls
• Intermittent issues
• Editor/frontend differences

Keep the recording focused.

A useful recording normally shows:

1. The page URL or context
2. The action performed
3. The actual result
4. The expected area
5. Any visible browser error when relevant

Do not record private account data, passwords, license keys, payment pages, or customer information.

Provide browser Console errors

Open browser developer tools and select the Console.

Reload the affected page and reproduce the problem.

Copy the complete relevant error, including:

• Error message
• File name
• Line number
• Plugin or theme path
• Stack trace when available

Do not provide only a screenshot of the final line when the complete message can be copied.

The first error is often more important than later errors.

Remove unrelated personal information before sending logs.

Provide Network failures

Open browser developer tools and select the Network panel.

Reload the page and reproduce the issue.

Look for failed requests such as:

• KineticHub JavaScript
• KineticHub CSS
• Media files
• REST API requests
• YouTube or Vimeo frames
• Font files
• Generated optimization files

For a failed request, collect:

• Request URL
• Response status
• Response content type
• Initiator
• Timing
• Response message when safe

Common status codes include:

• 403
• 404
• 416
• 500

Do not send URLs containing private access tokens.

Export a HAR file only through a private channel

A browser HAR file can contain:

• Complete request URLs
• Cookies
• Headers
• Query parameters
• Authentication information
• Private endpoints

Do not upload a HAR file to a public forum.

Provide it only when requested through an official private support channel and after reviewing it for sensitive information.

Provide WordPress and PHP errors

When the issue may involve server rendering, collect:

• WordPress debug-log errors
• PHP fatal errors
• Hosting error-log entries
• REST API responses
• Plugin activation errors

Include entries generated at the time the issue occurred.

Do not send an entire large log without identifying the relevant timestamp or request.

Public error display should remain disabled on production websites.

Use WordPress Site Health

Go to:

Tools → Site Health

Check for critical issues involving:

• REST API
• Loopback requests
• HTTPS
• PHP
• File permissions
• Scheduled events
• Persistent object cache
• Plugin updates

Include only issues relevant to the KineticHub problem.

For example:

Site Health reports that the REST API request returned a 403 response.

This is more useful than sending every informational recommendation.

Provide media details

For image, audio, or video problems, include:

• Media type
• File extension
• Approximate file size
• Hosting location
• WordPress Media Library or external URL
• CDN or media offloading
• Whether the direct URL works
• Whether a known-working file works
• Network response code
• Content type
• Whether playback or loading fails on mobile only

For private media, do not expose signed URLs or credentials.

Provide Free or PRO information

For PRO issues, include:

• KineticHub PRO version
• Whether Free is also installed
• Whether Free is active
• License status shown by Freemius
• Plan or number of site activations
• Whether the site was migrated
• Whether the issue began after activation or update
• Whether the editor loads scripts from the PRO directory

Do not provide the complete license key.

When requested, provide only the purchase email and the final few key characters through a private support channel.

Explain domain or migration history

Mention whether the website recently moved:

• From staging to production
• From HTTP to HTTPS
• To another domain
• To another hosting provider
• To another CDN
• From local development
• From a backup

Migration information is especially important for:

• PRO activation
• Media URLs
• Cached assets
• File paths
• CDN requests
• REST API configuration

State whether the issue also existed before the migration.

Mention custom CSS or JavaScript

Include custom code that could affect the block.

This may be stored in:

• Additional CSS
• Child theme
• Code Snippets
• Custom HTML block
• Header and footer scripts
• Tag Manager
• Site-specific plugin
• Theme options

Do not send the entire child theme when only one short rule is relevant.

Provide the smallest complete code section needed to reproduce the issue.

Check for class-name collisions

Mention whether the page contains custom HTML using classes that begin with KineticHub internal namespaces such as:

kh-

Custom code that reuses plugin classes can change the real KineticHub block on the same page.

When renaming the custom classes fixes the problem, include that result.

State whether the issue occurs in the editor or frontend

Use one of these descriptions:

• Editor only
• Frontend only
• Editor and frontend
• Logged-in frontend only
• Logged-out frontend only
• Mobile frontend only
• One browser only

The editor and public frontend use different scripts, wrappers, and cache paths.

This distinction immediately narrows the investigation.

State whether the issue occurs at the top level

Move or duplicate the affected block into a normal top-level Group on a staging page.

Report whether:

• The block works at the top level
• The block fails only inside another container
• The problem occurs only inside Kinetic Box
• The problem occurs only inside a third-party block
• The problem occurs in every parent

Nesting information is important for overflow, transform, z-index, SVG, sticky, and pointer issues.

State whether default settings work

Insert a fresh copy of the affected KineticHub block.

Use:

• Default layout
• Default animation
• Default colors
• No custom class
• Required media
• Normal Group parent
• No additional animation

Report whether the default block works.

When the default configuration works, provide the setting that causes the problem after being enabled.

Reduce the issue to one change

A strong report identifies the smallest change that reproduces the problem.

Examples:

The block works until the parent Group receives overflow: hidden.

The animation works until JavaScript delay is enabled.

The icon is aligned at the default size but shifts after increasing Icon Size.

Split Scroll works at the top level but fails inside a transformed Kinetic Box.

The real Audio Player breaks only when the page contains Custom HTML using .kh-ap-* classes.

This information is much more useful than a complete page containing many unrelated components.

Do not edit plugin files before reporting

Avoid changing KineticHub source files directly before creating the support report.

Direct changes can:

• Hide the original problem
• Create a new problem
• Be overwritten during updates
• Make reproduction impossible
• Produce a configuration support cannot compare with the official release

When you already modified plugin files, disclose:

• Which files were changed
• What was changed
• Whether the issue exists with the official package
• Whether reinstalling the official package changes the result

Do not provide unrestricted administrator access immediately

Begin with diagnostic information.

Administrator access may not be necessary when the issue can be reproduced from:

• A public URL
• Screenshots
• Console errors
• A simplified staging page
• Exported block content
• A short recording

When private access is required, use the official secure support method.

Create a temporary account with the minimum necessary permissions and remove it after the investigation.

Do not post credentials in public support threads or normal screenshots.

Protect personal and customer data

Before sharing screenshots, exports, or logs, remove:

• Customer names
• Email addresses
• Order details
• Form submissions
• Private URLs
• API keys
• Access tokens
• Cookies
• Payment details
• Complete license keys
• Server passwords
• Database credentials

Use test content on staging whenever possible.

Use a clear support request title

A good title identifies:

• Block
• Environment
• Main symptom

Examples:

• Split Scroll media does not pin inside a transformed Group
• Video Modal does not open when JavaScript delay is enabled
• Hero Mesh canvas is blank in the Gutenberg editor
• Before/After handle is hidden inside Kinetic Box
• Audio Player controls are distorted by custom page CSS
• Kinetic Typography animation remains static on mobile

Avoid titles such as:

• Help
• Bug
• Plugin broken
• Urgent
• Nothing works

Recommended support request structure

Use the following structure:

Summary

One or two sentences describing the problem.

Expected behavior

What should happen.

Actual behavior

What happens instead.

Reproduction steps

Numbered instructions.

Environment

• KineticHub version
• Free or PRO
• WordPress version
• PHP version
• Theme
• Browser and device

Relevant settings

Only settings related to the problem.

Troubleshooting completed

• Cache cleared
• Optimization disabled
• Plugin conflict test
• Default theme test
• Simplified page test
• Parent-container test

Errors

• Browser Console
• Network failures
• PHP or WordPress log entries

Evidence

• Page URL
• Screenshots
• Screen recording

Additional context

Recent update, migration, domain change, or other relevant change.

Support request template

Copy and complete this template:

Subject:
[Block name] – [brief description of the issue]

Summary:
Briefly describe the problem.

Expected behavior:
Explain what the block should do.

Actual behavior:
Explain what happens instead.

Reproduction steps:
1.
2.
3.
4.

Affected page:
[Public or staging URL]

KineticHub edition:
[Free or PRO]

KineticHub version:
[Version number]

Affected block:
[Complete block name]

Relevant block settings:
[List only the important settings]

WordPress version:
[Version number]

PHP version:
[Version number]

Theme:
[Theme name and version]

Child theme:
[Yes or No]

Browser and device:
[Browser, operating system, device, viewport]

Problem occurs:
[Editor / Frontend / Both]
[Desktop / Mobile / Both]
[Logged in / Logged out / Both]

Cache and optimization:
[List plugins and relevant settings]

Troubleshooting completed:
[Describe the result of each test]

Console errors:
[Paste relevant errors]

Failed Network requests:
[Include safe request details]

Recent changes:
[Update, migration, new plugin, CSS change, or none known]

Attachments:
[Screenshots, recording, logs, or test-page URL]

Review the report before sending it.

Remove all sensitive information.

Example of a useful report

Subject:
Kinetic Split Scroll – pinned media fails inside a transformed Group

Summary:
The Split Scroll media column scrolls normally instead of remaining sticky when the block is placed inside a Group that has an entrance transform.

Expected behavior:
The media column should remain pinned while the content column scrolls.

Actual behavior:
The media scrolls with the content. Progress still updates.

Reproduction steps:
1. Insert Split Scroll inside a Group.
2. Add two images and three content sections.
3. Add a transform animation to the parent Group.
4. View the frontend at 1440px width.
5. Scroll through the section.

Affected page:
https://example.com/staging-test/

KineticHub edition:
PRO

KineticHub version:
1.x.x

Affected block:
Kinetic Split Scroll

Relevant settings:
Pinned Side: Left
Column Ratio: 50/50
Sticky Offset: 80
Mobile Sticky: Off

WordPress version:
Current installed version

PHP version:
Current installed version

Theme:
Theme name and version

Browser and device:
Chrome on Windows desktop

Problem occurs:
Frontend only
Desktop
Logged in and logged out

Troubleshooting completed:
- Cleared all caches
- Disabled optimization
- Tested with all other plugins disabled
- Block works outside the transformed Group
- Block works inside a normal Group
- Problem continues with the active theme

Console errors:
None

Recent changes:
The entrance transform was added to the parent Group.

This report identifies the condition that creates the problem and significantly reduces investigation time.

Information that is usually unnecessary

Do not send unrelated information such as:

• Complete database exports
• Entire hosting account
• Every page on the website
• Full server logs covering several months
• Complete theme files without context
• Complete plugin collection when only one conflict is relevant
• Several long videos showing unrelated sections
• Repeated screenshots of the same symptom

Begin with focused evidence.

Additional information can be requested when necessary.

When to use WordPress.org support

Use the public WordPress.org support forum for issues involving the current KineticHub Free plugin.

Before posting publicly:

• Remove sensitive information
• Do not include license information
• Do not include private credentials
• Do not include customer data
• Provide a public test URL only when safe
• Search for an existing topic describing the same issue

Keep one main issue per support topic.

Do not combine several unrelated block problems into one thread.

When to use private PRO support

Use the official private KineticHub PRO support channel for:

• License activation
• Billing or account context
• Premium-only functionality
• Private website access
• Purchase information
• Non-public logs
• Sensitive staging details
• PRO update issues

Billing, subscription, invoice, or payment questions may require the Freemius account or billing support process.

Do not publish premium license details on WordPress.org.

One issue per request

Create separate reports when the problems are unrelated.

For example:

• Split Scroll sticky failure
• Magnetic Button icon alignment
• Video Modal embed restriction

should normally be separate issues.

This helps:

• Track each problem
• Confirm each resolution
• Avoid mixing reproduction steps
• Assign the correct priority
• Prevent one resolved issue from closing another

Related symptoms from the same root cause can remain together.

Check for existing documentation

Before contacting support, review the relevant guides for:

• Missing blocks
• Missing frontend output
• Animation startup
• Editor/frontend differences
• Cache clearing
• Sticky behavior
• Overflow and z-index
• Mobile behavior
• Media loading
• PRO features
• Theme and plugin conflicts

Include which troubleshooting guide you followed and the result.

This prevents repeating checks that have already been completed.

Follow up with new evidence

When support requests another test:

1. Perform only the requested change
2. Clear relevant caches
3. Reproduce the problem
4. Record the result
5. Restore the original setting when instructed
6. Reply with the exact outcome

Avoid changing several unrelated settings simultaneously.

A result such as:

The problem continues after disabling JavaScript delay, but disappears when Remove Unused CSS is disabled.

is more useful than:

I changed several optimization settings and now it works.

Confirm the resolution

After a correction is provided:

1. Restore the normal plugin configuration
2. Restore the intended theme
3. Re-enable required optimization
4. Clear all caches
5. Test the original page
6. Test while logged out
7. Test desktop and mobile
8. Check related KineticHub blocks
9. Confirm that no new issue appeared
10. Report the final result

When the issue is resolved, explain which change fixed it.

This helps improve future troubleshooting documentation.

Recommended checklist

Before contacting support, confirm that you have collected:

• Clear issue summary
• Expected behavior
• Actual behavior
• Reproduction steps
• KineticHub edition and version
• Affected block
• Relevant settings
• WordPress version
• PHP version
• Theme and version
• Relevant plugin list
• Browser and device
• Editor or frontend context
• Desktop or mobile context
• Logged-in or logged-out result
• Cache and optimization details
• Conflict-test results
• Console errors
• Network failures
• Relevant WordPress or PHP logs
• Public or staging URL
• Screenshots
• Short recording when useful
• Recent change or migration history

Also confirm that all sensitive information has been removed.

Troubleshooting

I cannot reproduce the problem consistently

Record when it occurs and when it does not.

Check differences such as:

• Browser
• Device
• Login state
• Cache state
• Viewport width
• Network speed
• Scroll position
• First visit versus repeat visit

An intermittent issue still requires clear observed conditions.

I do not know how to open developer tools

Provide the other available information first:

• Screenshot
• Screen recording
• Page URL
• Browser and device
• Reproduction steps
• Plugin and theme list

Support may provide specific instructions for collecting the required browser information.

The problem occurs only on a private website

Create a simplified staging page or use the official private support channel.

Do not publish access credentials.

The page contains customer data

Reproduce the issue with test content on staging.

Remove or blur private information from screenshots and recordings.

The Console contains many errors

Begin with the first error that appears after reloading the page.

Also note which plugin or theme path appears in the file URL.

The issue disappears on staging

Compare production and staging for:

• Cache
• CDN
• Optimization
• Theme version
• Plugin versions
• Custom CSS
• Server configuration
• PHP version
• Media URLs

The production-only difference is likely important.

The issue appears only after enabling one plugin

Include the plugin name, version, exact setting, and confirmation that disabling it restores KineticHub.

The issue appears only inside another block

Include the parent block name and test result outside that parent.

The issue appears only for logged-out visitors

Include guest cache, CDN, optimization, consent, visibility, and membership settings.

The issue is a visual difference rather than a complete failure

Provide screenshots at the same viewport width and include the relevant computed or saved settings.

The issue was fixed after clearing caches

No support request is necessary unless the stale version repeatedly returns.

Document which cache layer caused the problem.

The issue is already reported

Add only new reproduction information when the existing support channel allows it.

Avoid creating several identical reports for the same confirmed issue.

Next step

Troubleshooting documentation is now complete.

Continue with the Blocks Library to learn how to configure each KineticHub block, understand its Free and PRO options, and build practical animated sections in WordPress.