Tips for Troubleshooting

Overview:

Sometimes when testing you may experience a different result to what was expected. Before raising ensure you have all of the information gathered to make it easier for a quicker result.


Tips for Troubleshooting:

Here are some tips for troubleshooting a website issue:

  1. Reproduce the Issue: Try to recreate the problem to understand the exact conditions under which it occurs.
  2. Check ERP (if data related): reviewing what is entered in your ERP vs what is on the website
  3. Re-Run Integration: Integration may need to be re-run to update data from third party systems which the website pulls data from. (See here for further information)
  4. Comparison: Compare the product, member, content against a version that does work and see if you can spot the difference on why one may not work vs the other
  5. Stripping Content Format: Your website uses editable content areas for you to edit and manage your content. Sometimes formatting is incorrectly applied and can leave items behind. You may need to strip the editable content area of all format and try re-entering (see here for further information)
  6. Check Multiple Browsers/Devices: Ensure the issue isn’t specific to a particular browser, device, or operating system.
  7. Clear Cache and Cookies: Sometimes, old cached data can cause issues. Clear your browser cache and cookies to see if that resolves the problem. (Find out more about cache and cookies here)
  8. Review Recent Changes: If the issue appeared after a recent update or change, investigate what was altered or added. I.e. maybe you updated a URL and now your content page won't work
  9. Test Internet Connection: Ensure that the issue isn’t related to a poor or unstable internet connection.
  10. Consult Documentation: Review any relevant help guides for the feature


What to do next?

See below for next steps if you are unable to fix the issue:


Gather Information:

If you are unable to resolve the issue then please gather the below key details to assist in helping resolve the issue:

When logging a website items, it's important to include detailed and relevant information to help diagnose and resolve the problem efficiently.

Here are the key things to include:

  1. Issue Summary: A brief description of the problem, outlining what is not working as expected.
  2. Steps to Reproduce: Clear, step-by-step instructions on how to replicate the issue. Include details like specific pages visited, buttons clicked, or forms submitted.
  3. URL: specific URL of where you are on the site
  4. Expected vs. Actual Results: Describe what should happen (expected behavior) and what actually happens (observed behavior).
  5. Environment Details:
    • Browser: Name and version (e.g., Chrome 110, Firefox 90).
    • Device: Type (e.g., desktop, tablet, mobile) and model (if applicable).
    • Operating System: Name and version (e.g., Windows 10, iOS 14).
    • Screen Resolution: If the issue is related to display or layout.
  6. Error Messages: Include any error messages displayed on the screen or in the browser’s developer console.
  7. Screenshots/Videos: Visual evidence of the issue, such as screenshots or screen recordings, can help clarify the problem.
  8. Timestamp: When the issue was observed, including the date and time.
  9. Frequency: Note if the issue happens consistently or intermittently.
  10. Additional Context: Any other relevant information that might help in diagnosing the issue, such as related issues or previous fixes.

Including these details when logging a website item will provide the necessary context for developers or support teams to diagnose and fix the problem efficiently.


Log Feedback:

Using the above information gathered this needs to be logged with the Team to review and advise/fix as needed