Reporting a problem to support

Documentation / Saving, recovery, and troubleshooting

A useful support report describes one reproducible problem and the exact content state involved. Preserve your work first, then gather the minimum information needed to diagnose it. Avoid repeated writes, broad restores, or deletion of recovery records while the issue is being investigated.

Identify the target

Include the website domain and stable site ID if available, page ID or route, content language, and the relevant section or block ID. State whether the failure occurs in the CMS, visual editor, visitor page, custom-design preview, shared-shell preview, or an external assistant client.

Give the time and timezone, browser and operating system, and the viewport or device size for a layout problem. Include the CMS and Engine versions shown in the admin footer. Production versions use a date-and-time build identifier; local development can show dev.

Describe the sequence

List the actions that reproduce the problem, what you expected, and what happened. Quote the exact redacted error. Explain whether the latest change was only in the browser, acknowledged as Saved to cloud, manually saved, or left at Finish publishing.

For recovery incidents, identify the relevant backup timestamp, draft revision, shell revision, or snapshot ID. These labels help support avoid restoring the wrong resource. Say whether another editor or assistant was changing the same target.

Protect sensitive information

Remove tokens, sign-in codes, authorization headers, private-preview access parameters, cookies, personal contact details, and customer submissions from screenshots and logs. A normal public route is preferable to a copied private recovery URL. Share sensitive evidence only through an approved private channel when specifically needed.

Do not create a new credential for a report or send a full website export as a default attachment. After a proposed fix, verify the original reproduction and an ordinary visitor view. See saving and recovery and agentic editing and connections.