Sites running legacy themes

If your site is running a legacy WordPress theme, it will need to migrate to the URI Modern theme by the end of May 2025. If your site is running an old theme, you’ll see a notice on the site’s WordPress dashboard starting in mid-November 2024.

Request action for your site to avoid it being archived.

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Common Issues

The media library is full

Oftentimes, there may be several large image files in the media library taking up more space than necessary.  Review our guidelines for editing and resizing for best practices in media management.  Aside from reducing storage needs, you’ll benefit your visitors by not serving them large, data-hungry files, which will improve site performance and search engine optimization. If you feel your media library is optimized, reach out and we can provide more suggestions or storage.

I can’t edit menus/forms/CSS

This is probably because your user role doesn’t have certain capabilities. If you used to be able to edit these things, your user role may have recently changed. The standard role for new users is now “Editor”, and we have been migrating existing users to this role as well. If there are things you need to accomplish that are being hindered by your current capabilities, let us know and we can help assess whether they align with our overall strategy for roles and responsibilities.

My recent edits aren’t appearing

This is probably because you edited some content that gets pulled into a page (e.g. a NinjaTables table, a post for a news feed) rather than edit the page itself.

To optimize website performance for visitors, pages are served from cache across a global content delivery network, which is different from your local browser cache. Individual page caches are refreshed whenever the page is saved. But in the case of editing content that doesn’t actually live in a page, like a NinjaTable, the page cache won’t be refreshed. Instead, you’ll need to manually clear the cache for the page(s) where the content appears. You can do this by navigating to the page(s) and clicking “Clear URL Cache” in the top admin bar.

PDFs are displaying as a preview

On sites using the Block Editor, embedded PDFs display as an inline preview by default. You can change this behavior on a per-PDF basis in the block settings sidebar (typically on the right-hand side of the page edit screen). Displaying PDFs as plain text links is highly preferable, allowing visitors to open and view the full PDF natively in their browser.

I need analytics/data

With Google Analytics 4, we are providing dashboards to groups with a demonstrated need for data (e.g. grant reporting obligations, marketing campaign analysis), and can add up to three people from your group for viewing. For groups without that need, we can help provide certain information on an as-needed basis.

Before requesting analytics, determine why you need data and how you’ll use it. Analytics don’t mean much on their own, without having goals to measure or questions to answer. Low page traffic, for example, can indicate any number of things, so it’s important to first understand what decisions the data will inform. Once you’ve determined goals and associated timeframes, we can help recommend which metrics make sense to analyze.

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Make a Request

If you still can’t find what you need, reach out to us via our unified request form for direct support. While we try to be as responsive as possible, please be patient as we triage a high volume of requests.

Make a REquest