Collect diagnostic data and contact support

4 min

Gather the right diagnostic information before contacting Optimizely Support to reduce back-and-forth and speed up resolution. This article covers what to collect and how to enable logging.

Required information for support

Include the following information in every support request.

Environment details – Environment name (production, staging, or development), region (US, EU, or APAC), Graph instance identifier (if known), and CMS version (CMS 12, CMS 13, or CMS (SaaS)).

Authentication information – Authentication method (single-key, HMAC, or bearer token), and the first eight characters of your App Key or single key (for example, abc12345). Do not include full credentials or secrets.

Request details – Complete GraphQL query (sanitized of sensitive data), request timestamp in UTC, request ID (from response headers if available), HTTP status code, complete error response, request headers (sanitized), and query variables.

Reproduction steps – What you are trying to accomplish, steps to reproduce the issue, expected behavior, actual behavior, and frequency (always, intermittent, or at specific times).

Example support request template

Environment: Production (US)
CMS Version: CMS 12.0
Auth Method: HMAC
App Key (first 8): abc12345
Timestamp: 2024-03-15T14:30:00Z
Status Code: 400
Request ID: req_abc123xyz (from X-Request-ID header)

Request Headers:
Content-Type: application/json
X-Client-Name: MyApp/1.0

Query:
query GetArticles($limit: Int!) {
  ArticlePage(where: { Name: { eq: "Test" } }, limit: $limit) {
    items {
      Name
    }
  }
}

Variables:
{
  "limit": 10
}

Error Response:
{
  "errors": [{
    "message": "Cannot query field 'Name' on type 'ArticlePage'",
    "locations": [{ "line": 4, "column": 7 }],
    "extensions": {
      "code": "GRAPHQL_VALIDATION_FAILED"
    }
  }]
}

Steps to Reproduce:
1. Send the query above to the production endpoint.
2. Observe the 400 response.
3. Expected: query returns article names.
4. Actual: validation error on the Name field.
5. Frequency: every request.

Enable and collect logs

CMS 12 logging

Enable debug logging for Content Graph synchronization:

{
  "EPiServer": {
    "Logging": {
      "Level": "Debug"
    }
  },
  "Serilog": {
    "MinimumLevel": {
      "Default": "Information",
      "Override": {
        "EPiServer.ContentGraph": "Debug"
      }
    }
  }
}

Collect the following log files:

Application logs from the synchronization timeframe

Scheduled job execution logs

Any error or warning messages related to Graph

CMS (SaaS) logging

For CMS (SaaS):

Content published in Visual Builder includes automatic synchronization.

Check the Visual Builder interface for synchronization status.

Note any error messages or warnings displayed in the UI.

When to contact support

Contact Optimizely Support when:

Troubleshooting steps from the troubleshooting guidetroubleshooting guide did not resolve the issue

The error is not documented

You suspect a platform or service issue

You need help with complex configuration

You experience sustained performance degradation

You need assistance with authentication or provisioning