---
title: Collect diagnostic data and contact support
slug: graph/docs/collect-diagnostic-data-and-contact-support
docTags: 
createdAt: 2026-07-30T20:30:18.888Z
---

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**

```text
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:

```json
{
  "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](https://support.optimizely.com/hc/en-us) when:

- Troubleshooting steps from the [troubleshooting guide](docId\:aM0WpNsNXe_n26IhkX5sG) 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