Documentation · Appendices

Support Information Checklist

This checklist lists the information to gather before opening a support request for the ADP Car Market Hub plugin.

When to use this document

Use this checklist when reporting an issue to your support contact. Providing the items below up front shortens the back-and-forth and helps reproduce the problem in a comparable environment.

Do not include any data you would not want stored outside your own systems. In particular, do not paste API client secrets, the cron token or webhook shared secrets into a support ticket. Redact them with a placeholder such as ***REDACTED***.

Overview

A typical support request needs three kinds of information:

  1. What you observed — the symptoms, the steps that lead to them and screenshots where useful.
  2. What you expected — the behaviour you were aiming for and where that expectation comes from (documentation page, admin UI label, etc.).
  3. Environment context — the versions, hosting and configuration relevant to the symptom.

Plugin and environment details

Collect the following from the WordPress admin:

  • [ ] Plugin name and version (Plugins screen, or Car Market Hub → System & Help).
  • [ ] WordPress version (Dashboard → Updates, or Tools → Site Health → Info).
  • [ ] PHP version, MySQL/MariaDB version, web server (also under Tools → Site Health → Info).
  • [ ] Active theme and parent theme name and version.
  • [ ] Active plugins list (relevant: SEO, caching, security, role manager, mailer, page builder).
  • [ ] Multisite: yes/no. If yes, the site ID involved.
  • [ ] Site language and timezone (Settings → General).

Where possible, attach the Site Health Info export from WordPress core.

Plugin status snapshot

From the Car Market Hub → System & Help tab:

  • [ ] Status badges (OK / warning / error) and which checks are red.
  • [ ] API connection test result.
  • [ ] Last import run timestamp and counts (as24ci_last_run_time, as24ci_last_run_status).
  • [ ] Image queue last run statistics (as24ci_image_queue_last_run).
  • [ ] External cron last ping (as24ci_last_external_cron_run).

If the plugin offers a "Download diagnostics" action on the System & Help or Tools tab, attach the resulting file. Review it for sensitive values before sending.

Configuration context

For the area you are reporting:

  • [ ] Imports / scheduling. Cron mode (wp-cron or server-cron), as24ci_cron_schedule, start time and custom interval, vehicle limit, image-queue toggle, as24ci_full_sync value. Whether DISABLE_WP_CRON is set in wp-config.php.
  • [ ] Connection / API. API Base URL (without secrets), Seller IDs (or a placeholder count), whether credentials were recently changed.
  • [ ] Frontend display. The exact URL of the affected page, whether the issue is on the CPT archive, a shortcode page or a single vehicle, the layout zones in use, the active page builder if any.
  • [ ] Leads / contact form. Whether the consent checkbox is enabled, the configured recipient address (you can describe it as "the Sales mailbox" instead of pasting the email), the active mailer plugin if any.
  • [ ] Search Alerts. Subscription status of the affected entry (pending, active, inactive, paused), whether Double-Opt-In emails are reaching the visitor.
  • [ ] AI Assistant. Whether AI is enabled, language and tone, whether automation is on. AI uses the managed Google Gemini configuration in ADP Car Market Hub — no provider, model or API key fields are shown in the WordPress backend.
  • [ ] Content Studio. Whether the module is in use, the default language and tone, and whether a customer Google API key is configured (yes/no — never paste the key).
  • [ ] License / activation. The license status (as24ci_license_status), plan label, last successful check time and any last error code. Do not paste the license key itself.
  • [ ] Webhooks / REST API. Whether the affected event is new_lead, new_import or a REST route. Receiver URL (you can substitute the host with example.com). Whether a signing secret is configured (yes/no).
  • [ ] Analytics. Whether tracking is enabled, the configured retention window, whether consent gating is on.

Reproduction steps

  • [ ] Numbered steps that reproduce the issue, starting from a known state.
  • [ ] Whether the issue is reproducible (every time / sometimes / once).
  • [ ] When the issue started (after an update, after a configuration change, after a specific date).
  • [ ] Whether the issue happens for all users or only for a specific role / browser / locale.

Logs and evidence

  • [ ] Recent entries from Car Market Hub → Logs that overlap with the symptom.
  • [ ] Relevant lines from the WordPress debug log (wp-content/debug.log) when WP_DEBUG_LOG is enabled.
  • [ ] Web server error log lines for the affected request, if accessible.
  • [ ] Browser console output and network tab for frontend issues. Save a HAR file if possible.
  • [ ] Screenshots or a short screen recording showing the symptom.

For REST or webhook issues, include the full request URL (with secrets redacted), the request headers, the response status and the response body.

What to leave out

  • API client secrets, OAuth tokens, the cron token and webhook shared secrets. Redact with ***REDACTED***.
  • Personal data of leads or visitors (names, email addresses, phone numbers) unless the support contact explicitly needs them and your privacy policy permits sharing. When in doubt, redact.
  • Database dumps that include user accounts or visitor data unless explicitly requested.

Submit the request

When sending the request, include:

  • A short subject describing the symptom (for example "Cron import does not run on schedule").
  • The summary collected above, organised under the headings in this checklist.
  • Any attachments (logs, screenshots, Site Health export, diagnostics export).