Website URL 1.0
The website url is the first and foremost piece of information needed. This is the main link to your website’s home page. This allows those helping you to access your website, which is essential in diagnosing the issues you are facing.
Hosting Provider 1.0
Some website hosting providers are not compatible with Divi, which means they do not provide enough resources to properly run the Divi Builder. Hosting companies tend to have good or bad reputations, but more importantly, they have known issues that other users can help point out. Just knowing the hosting provider can tell more about the issues than you would think.
NOTE: The hosting provider uses the DNS to find the most likely hosting provider. This can sometimes be misleading depending on what DNS settings are used.
WordPress Version 1.0
Your website runs on WordPress, so it is quite important to be aware of the version you are currently using. Sometimes there are known issues or compatibility problems with certain versions, so this information is very helpful for those offering help.
Divi Version 1.0
Using an outdated plugin or theme like Divi can cause problems. The frequent Divi version updates provide important fixes, new features, and compatibility improvements. If you are using an outdated version of Divi, it may be wise to update to rule out the issue you are facing.
Child Theme 1.0
Many Divi website users have a child theme installed. It is always best to diagnose issues by activating the Divi theme. Showing if a child theme is active could be helpful in tracking down any issues you are facing.
Conflicts with the active plugins on your website can often be the cause of issues. One of the first steps in troubleshooting a problem is to disable the plugins one by one. This list makes it easy to see which plugins are currently active on the site so those helping you can better diagnose the issue.
PHP Version 1.0
Most of the core WordPress software is written in a programming language called PHP. The syntax of this language continually gets updated as newer versions come out. Using a version that is too old or too new can cause problems, so those offering support will want to know this. The key is to always use the PHP version that is currently recommended by Divi. You can contact your hosting provider for assistance if this does not meet the recommended value found in the Divi Support Center.
Memory Limit 1.0
Your website requires a certain amount of memory in order to store all of its data. This memory is provided by your hosting server, which gives you a specific amount of resources to use. If the memory limit is too slow, it will cause things to crash. You can contact your hosting provider for assistance if this does not meet the recommended value found in the Divi Support Center.
Max Execution Time 1.0
Each page of your website has a time limit which affects how long it is allowed to load before it times out. If the limit is too low, you may not be able to import large layouts and files into the builder. You can contact your hosting provider for assistance if this does not meet the recommended value found in the Divi Support Center.
Max Input Time 1.0
The code on your website has a time limit set by the hosting server which keeps it from running too long. This time limit is important because it helps prevent the abuse of server resources. If the limit is too low, the Divi Builder may time out before it is allowed to load. You can contact your hosting provider for assistance if this does not meet the recommended value found in the Divi Support Center.
Homepage Load Speed 1.0
Measuring the time it takes for your page to load can help indicate how many resources the page is trying to load. This feature measures the load speed of the content on the homepage of your website. Note that this is only a synthetic estimate, since it only measures the HTML without accounting for resources that need loaded in real life. But as a quick estimation, it works well to show to others any obvious problems with content that is not optimized properly.
An SSL certificate is needed on all websites to give your site the padlock in the upper left corner of the browser and to let visitors know the site is safe to access. Not doing this can severely hinder your website from being found online. Having a secure connection with https allows your browser to securely connect with your website files. Without this, there can be issues with content showing up correctly on your site, and knowing if your site is secure gives support personnel this information at a glance.
Caching Plugin 1.0
There are many great caching plugins that users install on their Divi website. By knowing which plugin is being used, those offering support can share more specific instructions to the user as to how to clear the cache that could be causing an issue.
A website’s cache is the files and resources that are stored locally in a browser or in a specific cloud network to help your website pages load faster. It works by storing the most often used files locally to reduce the need to reload the files every single time something is changed or updated. Cache is a great thing to have on your Divi website, but it can also be the most common issue users face while using the Divi Builder or Divi Theme and you need to clear it in order to see accurate results. Anyone offering support will be able to see at a glance if the cache needs to be cleared as a troubleshooting step.
Date & Time of Report 1.0
When you generate a report, it adds a timestamp to indicate the date and time that this information was shared. This helps to give clarity to people who are seeing the post or offering support at a later time.