PBworks User Manual

Contact Support

I want to contact the PBworks Support Team
When PBworks Support asks you to . . .
I get the message that my emails are bouncing. What should I do?
I want to change my workspace type (e.g., from Individual to Educational)
I want my workspace to have a different name OR I want to copy content from one workspace to another (Cloning)
Transfer workspace ownership

I want to contact the PBworks Support Team

If you've already searched the PBworks manual and haven't found the solution to your issue (or it requires support help to complete), you can contact our Support Team by clicking the "Help" link on your workspace. To receive the most helpful suggestions to resolving your unique issue, it's best to include the following details:

Your E-mail Address
Your Workspace's Name
A clear, concise description of the issue - providing insufficient information greatly reduces the chances that we'll be able to help you resolve the issue with a single response.
The Web Browser and version you're using to access your workspace (usually found in the "Help" > "About" section of your browser).

*Note: sometimes a screenshot is worth a million words. Sending a screenshot of any error messages or oddities you see can help the support team better diagnose your issue.

When PBworks Support asks you to . . .

Sometimes when you contact Support for help, we'll ask you to do something from your end that you might not understand how to do. Here's some of the more common things we may ask you to do:

Tell us what browser you are using / Try a different browser

Sometimes we want to know what you are using to access the Internet, other times we may ask you to try a different browser to determine whether an issue is browser-specific or not. Here are some commonly supported browsers:

Icon	Browser Name	Most Recent Version	Download Links
	Internet Explorer 6 (XP only, not recommended for safe web browsing)	6.0.2900.5512	Windows XP only
	Internet Explorer 7 (XP only)	7.0.5730.11	Windows XP only
	Internet Explorer 8 (Recommended over IE7, mandatory for users of Vista)	8.0.6001.18828	Windows only
	Firefox	3.5.5	All Downloads
	Safari	4.0.3	All Downloads
	Google Chrome	3.0.195.33	Windows only

Note: Updates to Internet Explorer and Safari for Mac OS X are delivered via the operating system's updates. To make sure you're using the most

current version of those browsers, make sure you've downloaded the appropriate OS updates from Microsoft and Apple.

Please copy the text in the yellow box and send it along with emails you send to Support.

This information will help us know exactly what version of browser you're using.

Clear your cache

Sometimes, we'll ask that you "clear your cache" to remove saved files from your browser. This generally happens when we think a file has been corrupted, or we have created a new version that will work better. Here's how you do this on Firefox, Internet Explorer and Safari:

Firefox

Go to Tools
Select "Clear Private Data..."
Check only "Cache"
Click the Clear Private Data button

IE 7

Go to Tools
Select "Delete Browsing History..."
Click the Delete files... button next to Temporary Internet Files
Confirm the deletion
Restart Internet Explorer

Safari

From the Edit menu select "Reset Safari"
Check "Empty the cache" and "Close all Safari windows"
Uncheck all the other options
Click "Reset"

Clear your cookies

If we ask you to "clear your cookies" it's because there might be a problem with the files PBworks puts on your computer to remember who you are. This is sometimes used in conjunction with Clearing your Cache. Here's how to clear your cookies on Firefox, Internet Explorer and Safari:

Firefox

Go to Tools
Select "Clear Private Data..."
Check only "Cookies"
Click the Clear Private Data button

IE 7

Go to Tools
Select "Delete Browsing History..."
Click the Delete Cookies... button next to Cookies
Confirm the deletion
Restart Internet Explorer

Safari

From the Edit menu select "Reset Safari"
Check "Remove all cookies" and "Close all Safari windows"
Uncheck all the other options
Click "Reset"

Take a screenshot

A screenshot is an image of your workspace screen that will help us see what's going on first hand. Here's how to take one.

For Windows Users

Make sure that your screen is displaying the information that you wish you to capture with the screenshot, such as an Error Message or unusual page display.
Direct your focus down to the upper-right corner of your keyboard to find a key labeled "Print Screen" or some variation (e.g., Prt Scr/SysRQ or PRTSC). Press the "Print Screen" key to take a screenshot and send an image of your screen to Windows' Clipboard. (Unlike a camera, there's no flash, and you may not even notice that anything's happened, but if you've pressed the "Print Screen" key, your computer should have taken a snapshot of your computer screen - hence the term "screenshot" - and copied it to your clipboard.)
Open MS Paint (or other Pixel-Editor program) and go to Edit > Paste. You should now see your screenshot displayed within MS Paint. Then, Save the screenshot in the PNG file format (.png).
Lastly, please attach the .png screenshot to the next email you send to Support so that we can help you from there.

For Mac Users

Make sure that your screen is displaying the information that you wish you to capture with the screenshot, such as an Error Message or unusual page display.
Press the Apple button, Shift, and 4 at the same time.
Crosshairs will come up. Use these crosshairs to draw a rectangle around the area of the screen you want to be inside the picture by clicking the mouse and dragging diagonally. Once you let go of the mouse, the rectangle will disappear.
The screenshot will automatically be placed on your desktop in the PNG format as "Picture 1.png" (or if that already exists, the next sequential file name).
Finally, please attach the .png screenshot to the next email you send to Support so that we can help you from there.

Sending a video of your Desktop

If the problem you're having is more advanced, and requires you to show us exactly what you're trying to do on your workspace, you may want to send a video of your desktop. Fortunately, there's a piece of software available, which lets you do this easily and quickly for free.

Click here for more information: Sending a Video of Your Desktop

I get the message that my emails are bouncing. What should I do?

If you get a message that your emails are bouncing, please contact support. We can give you the specific error message we are getting from your email domain. You'll likely need to talk to your IT staff and ask them to add "@pbworks.com" to their safe sender list. Just let us know when they're finished and we'll clear the bounce on our end.

I want to change my workspace type (e.g., from Individual to Educational)

Please contact our support team by clicking the "Help" link on your workspace; be sure to include your e-mail address, your workspace's name, and the type of workspace that you'd like to convert to, and we'll be happy to make that change for you.

I want my workspace to have a different name OR I want to copy content from one workspace to another (Cloning)

While there is currently no way to change the name of a workspace that's already been created, it is possible to "clone" a workspace's content to a new workspace. Understand that the new "clone" will be identical to the old "source" workspace. So if there is currently content on new "clone" it will be overwritten and lost. In order to facilitate a quick and smooth clone, here are the steps that you should take:

Create a new workspace with the desired name;
Edit the FrontPage of the NEW workspace to include the text "erase me"; (all lowercase, and no quotation marks)

3. Contact Support and be sure to include both the old workspace's name, the new workspace's name, your e-mail address, and confirmation that you've added "erase me" to the new workspace's FrontPage.

Things that will be included:

Pages
Files
Folders
Logo
Custom colors
Custom CSS & JavaScript

Things that will NOT be included:

Comments
Custom security on pages or folders
Locked/hidden state of pages
Previous file revisions
Previous page revisions

Transfer workspace ownership

Transferring workspace ownership (You are the owner)

We can transfer workspace ownership to any e-mail address that you specify, all we need from you is the following information:

The name of the workspace for which you want to transfer ownership.
The e-mail address of the new workspace owner.
You will need to provide us with confirmation that you are, in fact, the workspace owner by writing to us from the email address that you used to create your workspace. We will not be able to honor transfer ownership requests that do not come from the original workspace owner.

We will notify you after successfully transferring ownership of the workspace. After the transfer, you will still be a workspace administrator. If you no longer wish to participate in the transferred workspace, please log into your PBworks Account at http://my.pbworks.com, go to your "Home" tab, then click the "Leave this workspace" link to the right of the transferred workspace.

Transferring workspace ownership (You are not the owner)

PBworks takes your data privacy seriously, and we can only complete a transfer of ownership to another workspace user when the original owner has given us their express permission to do so. Please have the original workspace owner contact support with the name of their workspace and the email address of the person to which we should change ownership. PBworks will not transfer workspace ownership unless we hear from the original workspace owner.