Issue Isolated To Single Site
Sometimes a report of a significant issue will come in, and it's not something that you can replicate on your test site. Here are some steps to try:
- Verify that you can replicate the problem on the client's site. Now open their site using a secondary browser (or just clear your cache/use incognito) - does the issue persist?
- Verify what release the client's site is on. Is this the same release as your test site? If not, can you find a site on the same release as the client to test on?
- Flush Forum Cache on Console Page. Test for issue.
- Perform Utility Update. Test for issue.
- Check client Pockets for any potential problem Javascript.
The keywords to look for in a pocket that may be causing an issue would be `outerHtml` or `innerHtml`.
The reason for this is if a client is calling discussion.outerHtml = discussion.outerHtml + "<div>More HTML</div>"; it recreates all of the HTML in that discussion, and a lot of click handlers/behaviors Vanilla utilizes will break in whatever the client was trying to modify. This can cause some unexpected behavior
If you find a pocket that has some Javascript that meets the criteria above, copy it over to your test site (make sure you're following the same placement rules as the client) and then test the issue again.
If you're able to replicate after adding the pocket, pass that information back to the client. Troubleshooting client code is outside the scope of Vanilla Support, and the expectation is that the client take ownership over their custom pocket.
After trying the above process, if you're still unable to resolve the problem, escalate the issue to Github and note the testing steps you took.