getranked

No, Suzie. Videos do not crash. There are zero JS errors on our website. There are only three warnings, and they did not relate to the 10Web Instagram plugin.

The solution to URL signatures expiring was actually built into the 10Web Instagram plugin itself, it turns out; we noticed a button in the plugin’s panel that resets the cache with Instagram data. This button succeeded, and the videos returned to normal.

I don’t pretend to be an expert on plugins that I did not develop. I also want to clarify that I’m aware of what mansplaining is and want to establish that this advice is not what this is. I’ll also mention that I do not know whether you are working a paid position or if you’re hired by the company. I only offer the following words to someone who is working as tech support, as someone who has worked for a tech support company, in the past (albeit for general computing, not websites). So, with that established, for future reference, please consider:

1. Identifying a cause that is plausibly related to the cited error (Expired URL signatures apparently relate to Instagram cache. I didn’t know this until today, but that’s apparently the fix). If you do not have enough information, try to ask a question that helps you gather more of it. If you need another support worker’s help, ask them for assistance.

2. Checking to make sure the identified cause is actually true or if it is a false positive. Perhaps the videos were broken when you visited Instagram on your machine, but they weren’t on mine. Or others that I checked, for that matter. Please double-check your assessment on multiple machines.

3. Providing a concrete action for the person asking for help to take. First consider if consulting with another tech support worker might help you provide the customer with the fix most likely to work. If you need to talk more in depth with the developers (sorry, I do not know if you are one), it’s reasonable to inform the client that you’re doing so, but be sure to come back and follow up, once you’ve gotten more information. Any small action (try to find the one that is most likely to fix the issue, of course) you can offer to a customer will help them build their confidence in your support skills.

I cannot assess your skill level from this interaction alone, and only have your few replies to go by, but if you are worried about your expertise at all, I recommend asking support coworkers or tech superiors if they can refer you to any texts or online courses that might help you better your understanding of WordPress plugins, JavaScript, cache, etc.

If you’re new, which I can only guess so, I hope that you become more successful and continue to grow in the tech field. Stay positive and keep working hard.