Troubleshooting Tips

This section contains tips for troubleshooting content issues.
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Troubleshooting Overview

Knowing how to troubleshoot a CMS is crucial for ensuring the smooth operation of your website. From content updates to performance issues, various factors can impact your CMS's functionality from time-to-time. This guide will explore effective strategies and steps to diagnose and resolve issues to keep the website running smoothly.

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Troubleshooting Steps

  1. Identify the Problem: Start by pinpointing the specific issue you're encountering. Is it related to content management, website performance, security, or user access?
    1. Website performance, security and user access issues should be directed to the designated stakeholder(s) in the IT/Development department for next steps.
  2. Check Error Messages: Pay attention to any error messages or alerts provided by the CMS. If an error message or alert is present, search the error in the Kentico Documentation to see resolution steps. 
  3. Review Recent Changes: Determine if any recent updates or changes to the CMS or website configuration might have triggered the problem. 
    1. To view changes made to a Page, use the Versions tab on the page to view the page history and compare. Click here to learn more about Page Versioning in Kentico.
    2. To view changes to the website configuration, use the Event Log. 
  4. Clear Cache and Cookies: Clearing the CMS cache and browser cookies can resolve caching-related issues and improve performance.
    1. Clearing system cache can only be completed with Global Admin access, please reach out to the user in your organization who has this access level.
  5. Seek Community Support: Consult the Kentico online forums and community groups for assistance from fellow power users and developers.

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Troubleshooting FAQs

If the expected content is not displaying on a Page, there are multiple troubleshooting steps you can take to resolve the issue.

Check the Page Status

  1. Find the appropriate office page in the Content Tree.
  2. Check the Page Status on the page to see if the page is Published. 
    1. If the content changes have not been Published the content changes will not display on the website. 

Check the Page Versioning to View History of Page Changes & Compare

  1. Find the appropriate office page in the Content Tree.
  2. Click on the Properties tab, then click on Versions. 
  3. The changes made to each version for the page will display in a grid. 
    1. Click the eye icon next to a version to view the version. 
      1. To compare versions, select the version you would like to compare in the "Compare to:" field that displays.
      2. Any changes made to a page will display in red font. 
    2. If you would like to revert any changes and display a previous version, click the Roll Back (back arrow) icon. 

Check the Page Fields

  1. Find the appropriate office page in the Content Tree.
  2. Find the applicable field on the page
  3. Verify that the data has been entered correctly. The information that is entered in the field is what will display on the website. Be sure to follow any helper text instructions for a field to insure the content is formatted correctly.

A user is getting an error message when they login. How can I help?

If a user is receiving an error, the first step is to determine when the error displays and what information the error contains. 

First, ask the user when it is they receive the error and ask them to be as specific as possible. For example, do they get an error message when still viewing the login screen? Or does it show when they try to view their pages in the CMS? 

If they are receiving an error when logging in, refer them to the Logging In Overview page of the Franchise User Manual to see if following those steps resolves their issue. If it does not, reach out to the appropriate IT stakeholder for next steps. 

If they are receiving an error when attempting to view their pages in the CMS, verify that they have selected a page in the Content Tree, and not a folder. The folders will give a "You're not authorized to modify the page" message when selected, but this is because folders are used in the Content Tree for organization purposes only and cannot be modified, but does not mean the User cannot access and edit the content within the folders. To resolve, have the User click on a Page (any item in the tree that does not have a folder icon). 

If the above does not fix their issue, consult with the IT stakeholder in charge of user management for next steps and to verify User permissions. 

I approved and published a page but the content is not displaying on the website. What can I do?

If published content is not displaying on the website, clear your browser's cache. If that does not resolve the issue, give the CMS a couple hours to push through the change, as there may be a lag or temporary performance issue delaying the change from appearing. 

If the content has not updated within a couple hours, reach out to the appropriate IT stakeholder to determine if clearing the CMS System Cache is possible to resolve the issue, and to explore next steps.