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Top 10 FAQ in Application SupportKelly Schmiedeler & Amber Quayle

Why can’t I login?

AKA When I login why do I see a different name ?

AKA Why does a random alum have admin rights?

I can’t login OR When I login I see a different name OR Why does a random alum have admin rights?

There are two common causes of this issue. • Admins working on forms erase their first and last name

values because they are concerned users would see their data.

I can’t login OR When I login I see a different name OR Why does a random alum have admin rights?

There are two common causes of this issue. • Admins working on forms erase their first and last name

values because they are concerned users would see their data.

• An admin was trying to submit a form for a member and overwrote their data instead of looking up the members record.

Data Change History Example

Why doesn’t my new super admin have access to the content toolbar?

Why doesn’t my new super admin have access to the content toolbar?

There are two kinds of admin rights on our sites. • Community rights are assigned under the gold key.

These rights grant access to the back end of the site where forms and data live.

Why doesn’t my new super admin have access to the content toolbar?• Content rights are assigned from the content side of

the site, under settings>manage admins.

Why is the code I am adding to my content getting stripped out when I save it?

Why is the code I am adding to my content getting stripped out when I save it?

• Site admins are unable to add script code to content modules on their sites.

Why is the code I am adding to my content getting stripped out when I save it?

• Site admins are unable to add script code to content modules on their sites.

• This is to prevent an admin from inadvertently adding malicious code that could cause the site not to load or display correctly.

Why is the code I am adding to my content getting stripped out when I save it?

• Site admins are unable to add script code to content modules on their sites.

• This is to prevent an admin from inadvertently adding malicious code that could cause the site not to load or display correctly.

• You can send the code to Application Support and we can add it for you.

I role based content so that only users who are not logged in see it. How can I edit it?

I role based content so that only users who are not logged in see it. How can I edit it?

• This can be done by setting the audience to the unknown role. Once a user logs in they are no longer unknown.

I role based content so that only users who are not logged in see it. How can I edit it?

• This can be done by setting the audience to the unknown role. Once a user logs in they are no longer unknown.

• There is no need to deny any role. Deny always supersedes allowed roles, if you deny the logged in role, you will be unable to edit it.

I role based content so that only users who are not logged in see it. How can I edit it?

• This can be done by setting the audience to the unknown role. Once a user logs in they are no longer unknown.

• There is no need to deny any role. Deny always supersedes allowed roles, if you deny the logged in role, you will be unable to edit it.

• You can add the super admin role to the audience to make editing easier.

I role based content so that only users who are not logged in see it. How can I edit it?

Why isn’t my redirect in page properties working?

Why isn’t my redirect in page properties working?• The redirect in sitemap or page properties only

works if that page is part of the site navigation.

Why isn’t my redirect in page properties working?• The redirect in sitemap or page properties only

works if that page is part of the site navigation.• You can redirect a page using a meta tag redirect

added to the HTML mode of the content editor.

Why isn’t my redirect in page properties working?• The redirect in sitemap or page properties only

works if that page is part of the site navigation.• You can redirect a page using a meta tag redirect

added to the HTML mode of the content editor.• The meta redirect allows you to create multiple

custom URLs for a single landing page.

How can I archive email newsletters on our site?

How can I archive email newsletters on our site?• This can be done by copying the HTML from your

email and adding it to a content page on the site.

How can I archive email newsletters on our site?• This can be done by copying the HTML from your

email and adding it to a content page on the site.• View source for the email and copy, starting with the

opening table tag and end at the closing table tag.

How can I archive email newsletters on our site?• This can be done by copying the HTML from your

email and adding it to a content page on the site.• View source for the email and copy, starting with the

opening table tag and end at the closing table tag.• You cannot use the view email on site link for this,

that link is specific to the recipient and preview links require admin authentication.

How can I archive email newsletters on our site?

Why do I get a message that my email is over the size limit when I try to release it?

Why do I get a message that my email is over the size limit when I try to release it?

• This means the total size of images in your email exceed the 1mb limit.

Why do I get a message that my email is over the size limit when I try to release it?

• This means the total size of images in your email exceed the 1mb limit.

• This refers to the file size of your images, not the dimensions.

Why do I get a message that my email is over the size limit when I try to release it?

• This means the total size of images in your email exceed the 1mb limit.

• This refers to the file size of your images, not the dimensions.

• Compress images for use on the web or in emails to avoid this issue.

Why is a record I marked as hidden still in my directory search results?

Why is a record I marked as hidden still in my directory search results?• Admins see all records when searching the directory

Why is a record I marked as hidden still in my directory search results?• Admins see all records when searching the directory• To see the results as a regular member, create a test

record that has no admin rights. Login with this record and try your search.

Why is a record I marked as hidden still in my directory search results?• Admins see all records when searching the directory• To see the results as a regular member, create a test

record that has no admin rights. Login with this record and try your search.

• There are 3 different options for hiding records:• Is hidden – hides everything including attendee lists• Is directory hidden – only hides from the directory• Privacy Protected – also hides the record from admins

except super or privacy protected admins

Why was the 2nd recurring payment not charged on the 15th or 1st of the next month?

Why was the 2nd recurring payment not charged on the 15th or 1st of the next month?

• The system requires a full month between monthly payments.

Why was the 2nd recurring payment not charged on the 15th or 1st of the next month?

• The system requires a full month between monthly payments.

• A payment set up after the 15th of a month, where the user selected payments on the 15th, will skip a month.

Why was the 2nd recurring payment not charged on the 15th or 1st of the next month?

• The system requires a full month between monthly payments.

• A payment set up after the 15th of a month, where the user selected payments on the 15th, will skip a month.

• A payment set up after the 1st of a month, where the user selected payments on the 1st, will skip a month.

On my fee driven event users are unable to add a guest. Why are they prompted to add a quantity again?

On my fee driven event users are unable to add a guest. Why are they prompted to add a quantity again?

• For a fee driven event where you are collecting guest information, a registration fee dropdown field is recommended.

On my fee driven event users are unable to add a guest. Why are they prompted to add a quantity again?

• For a fee driven event where you are collecting guest information, a registration fee dropdown field is recommended.

• A registration fee dropdown will force a one to one ratio ensuring for every guest entered an item is purchased.

On my fee driven event users are unable to add a guest. Why are they prompted to add a quantity again?

BONUS SLIDE!!

Here are some tips to get the most from your support requests:

• Please provide a clear description of the problem or issue...the more detail, the better!

• With what specific iModules tool are you working (email marketing, events, etc.)?

• Are you getting an error message? If so, exactly what does the message say?

• If possible, please provide links to the page, form, or email that you are working with.

• Screenshots are great! If you're able, send screenshots to help illustrate your issue.

• If the problem is a display or formatting issue, please include details and reference the section where the

issue is occurring.

• What browser and version are you using? Are you on a Mac or PC?

• If you are working in a sub-community, please provide a link to the sub-community or the GID number.

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Questions?