Why we don’t troubleshoot outdated versions of a plugin

Why we don't troubleshoot outdated versions of a plugin

In this article we will go through a bit about the reason why we do not troubleshoot outdated versions of a plugin in connection with users submitting support tickets. We brush on a few other related topics as well, but mainly it is about troubleshooting old plugin versions.

One of our goals here at Krokedil is to offer the best possible support for our WooCommerce plugins. This work does not only include knowledgeable staff and short response times. It also includes preemptive actions. That a user of our plugins never needs to contact support to begin with is of course a goal we have. It is not entirely easy to achieve, but we do what we can. In this work, part of the responsibility also lies with you as a user, including by updating old versions of your plugins.

In this work, we have written some articles that are also relevant to this article and to which we will refer. It concerns, among other things, to keep WooCommerce and plugins up to date, to control and test your store, a guide to troubleshooting problems in WooCommerce before creating a support ticket and a walkthrough of why we do not test in a live environment when troubleshooting.

Better safe than sorry

A good basic rule is to always have good backups of your online store. Even better is backup and a staging environment. Many errors can be avoided just by updating WordPress and your plugins. But sometimes it can also go wrong, that’s when backup and/or staging comes into the picture. We have already talked about this a bit in the article about keeping WooCommerce and plugins up to date which we also mention above. In summary, it’s about testing and making sure everything works as it should, before you make your changes in the live environment where your customers shop.

Keep up with the development

It happens periodically that we receive questions to our support where it turns out that the user is on an old version of our plugin. That in itself can sometimes be the cause of the problems that arise. That’s not always the case, but the only way to exclude that is to actually update to the latest version. We are constantly developing our plugins and not seldom the new versions contain small fixes that correct things that arise as other plugins, or the platform, are also developed.

We understand the frustration that arises when something that worked well suddenly starts to go wrong. It happens that we introduce a bug in connection with a new version, we are aware of that. There are several of us who review code and do tests before a new version of a plugin is released. Unfortunately, sometimes a miss or a mistake sneaks into the code despite this. But errors that arise in connection with a new version are usually also quite simple problems to deal with. By releasing a new version, with a fix for the problem.

We always strive for the latest version of our plugins to be the best version. The latest version a year ago was the best then, but it’s not the best today.

Access to relevant information

We work continuously with the documentation of our plugins. As the plugin, WordPress and WooCommerce develop, some settings become outdated and are removed. Therefore, it may also mean that you cannot follow the documentation if you want to make changes to your plugin if you have a version that is too old. Some look different, work differently or are simply removed.

Don’t miss out on new features

Having the latest version of a plugin is not always just about it working or possible to troubleshoot. Sometimes it’s also about not missing out on new and improved features. WordPress is a living platform, it is constantly evolving. This of course applies to all plugins, such as WooCommerce, as well. If you have outdated versions, you may therefore miss out on much of the development that is taking place. There can be a lot of time saved in daily work by spending a little time updating your plugins when new versions come out.

Above all, you can minimize the time you may need to be in contact with our support.

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