Rules for Posting New Forum Messages

When posting a new message in the forums, please:

1. Start a new thread for each separate question
2. Include your component version number with each question
3. Be polite, be constructive, be patient!

Developer Responses

We aim to reply to all forum threads within one week (5 business days). It is likely you will receive a much quicker response than this but we do not guarantee it. However, if your post remains unanswered for longer than 7 days you may contact us directly for an update on your query.

Plan Ahead!

When designing or developing new websites please plan ahead. hwdMediaShare can present some difficulties during installation and you should allow some time to overcome these. We understand you may have deadlines but it is not our responsibility to meet these for you. If you need support please ask for it as far in advance of your deadline as possible to ensure we can help you in time.

Weekend Forum Responses

If you post in the forum after 3PM GMT on Friday, you will not receive a response from the developers until Monday, at the earliest.

No Forum Response in 7 Days?

If you posted a query over 7 days ago and there has been no responses, it is likely your post has been missed by accident. Under these circumstances you can post again or contact us directly to enquire about your problem.

General Forum Guidelines

1. Do not BUMP your thread. You will actually get a slower response because we answer questions chronologically from the date of the thread's previous post. If you keep BUMPing your thread it will always remain at the bottom of the list.
2. Do not hi-jack another user's forum thread, for example, I have the same problem, etc. You should start a new thread.
3. Do not duplicate forum posts in the Helpdesk You will not receive a quicker response.
4. Do not be rude. It will not increase the level of support you are given. If you are very rude and offensive, your account could be cancelled.

General Posting

• If you're looking for a constructive discussion, you are the one who has to take the initiative, always.
• Try to always read through your post before submitting it. Is it typed in a way that is easy to understand? Are terms that are not known all defined? Is it riddled with typos?
• Describing the presented content/issue poorly will give your thread a very bad start, be as clear as possible.
• Using different kinds of styling (colors and sizes) can be a good way to freshen up your post as long as the text is readable and doesn't get cluttered (i.e. not too bright, dark, small, large, or different colors everywhere).

Asking questions / requesting assistance & vice versa

• Avoid submitting private tickets unless you're dealing with sensitive information! Please understand that by asking your question in public, not only do you protect our inboxes from being crammed up with support requests identical to the ones on the forum, but you also save the time spent asking the question for the ones who were wondering about the same thing.
• When you have a question, first do the following: Check out the documentation that might give you the answer without asking it. If you can't find anything then do some quick searches on the forum to see if someone has asked a similar question; if the question has already been asked yet not answered in the way you need, you should start a new thread and refer to the previous thread in your post.
• Are you communicating what you want explained, or what you need help understanding? We are not psychic, we need you to explain what you mean!
• Write out as many details as you can about the effect you want to achieve or the problem you are having. Write down every detail! Tell people what you have tried to do to obtain the desired effect, or solve the current issue. You don't always need to post a screen shot, a trigger, or snippet of code. But, when you really think it is where the issue lays, and it can better communicate what you want to do / what's wrong then words can, then please do post it.
• Post what you have tried relating to previous suggestions or information people have given you.

Suggested Posting Template

Please note: This template is by no means mandatory, and will certainly not always fit every type of posting, but should always serve as a decent point of departure.

• Informative subject: try to make the topic's title as detailed and clear as possible. Using one word like help! or please! or ALL CAPITAL LETTERS or strings of !!!!! will get you nowhere, and it won't help people who do search the forum before asking their question
• List of specification: try to give as much specification as possible, like your version of hwdVideoShare, Joomla! and the software package(s) you want to integrate your CMS with.
• Link: giving a link to your website will probably give the support team a better understanding of the problem and may result in fast help.
• Screenshot image: taking a screenshot of your problem and any error messages will help the support team understand your problem without having to replicate it.
• MySQl version, PHP version etc. might not be important or relevant to your question however, it is worth knowing what versions you are using and including them in your posts.
• Problem: a detailed description of the problem you are having and the error message you get will help. Please give as many details as possible, but be clear.