Collect diagnostic data and contact support

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 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