Troubleshooting Guide

Quick solutions to common issues you might encounter while using the content management system. This guide covers problems for all user roles and provides step-by-step solutions.

Problem: Blocks appear locked or uneditable.

Solutions:

1. Check Permissions: Ensure you have Content Editor role or higher
2. Page Status: Some published pages may require Site Admin to unlock
3. Browser Issues: Try refreshing the page or clearing browser cache
4. Session Timeout: Log out and log back in

Problem: Edits disappear or don't save properly.

Solutions:

1. Internet Connection: Check your network connection
2. Save Manually: Click the Save button explicitly
3. Browser Compatibility: Use Chrome, Firefox, Safari, or Edge
4. JavaScript Errors: Check browser console for errors

Problem: "Add Page" button missing or not working.

Solutions:

1. Role Check: Ensure you have Site Admin or Root Admin role
2. Location Selection: Select a folder or root location first
3. Browser Refresh: Reload the Blocks Editor page
4. Permissions: Contact Root Admin if role seems incorrect

Problem: Content not appearing on live site after publishing.

Solutions:

1. Cache Clear: Clear browser cache and try again
2. Publish Status: Verify page shows as "Published" not "Draft"
3. URL Check: Confirm you're visiting the correct URL
4. CDN Delay: Wait 5-10 minutes for CDN to update

Problem: Forms not submitting or leads not appearing.

Solutions:

1. Form Configuration: Check lead block settings are correct
2. Test Submission: Try submitting a test lead yourself
3. Email Notifications: Verify email settings are configured
4. Browser Testing: Test form in different browsers
5. Mobile Testing: Ensure forms work on mobile devices

Problem: URLs not redirecting as expected.

Solutions:

1. Active Status: Ensure redirect is marked as "Active"
2. Path Matching: Verify source path matches exactly
3. Browser Cache: Clear cache or test in incognito mode
4. Pattern Syntax: For pattern redirects, check regex syntax
5. Circular Detection: Ensure redirect doesn't create a loop

Problem: Pages or admin interface loading slowly.

Solutions:

1. Image Optimization: Compress large images before uploading
2. Browser Cache: Clear browser cache and cookies
3. Internet Connection: Check your network speed
4. Complex Patterns: Simplify complex redirect patterns
5. Contact Admin: Report persistent performance issues

When you need additional support:

• Documentation: Check other help guides for detailed instructions
• Site Admin: Content Editors should contact their Site Admin
• Root Admin: Site Admins can escalate to Root Admin for system issues
• Browser Console: Check for JavaScript errors (F12 → Console tab)
• Screenshots: Include screenshots when reporting issues
• Steps to Reproduce: Document exactly what you were doing when the problem occurred

Emergency Contact: For critical issues affecting live sites, contact your Root Admin immediately.