DescriptionWhen adding content and something goes wrong, there are some basic troubleshooting steps you can do in order to dertermine if an error is caused by Ektron, your code, or your database.
You will want to test using a clean Page Builder template and/or Content Block template,create a Min Database, that is a clean database with only default information, and a Min Site which is the default site installation. Please find the steps below to create a min database and a min site for the te...
DescriptionTo troubleshoot some issues, support may request that you change your logging level in the web.config to trap extra errors that may be occurring on your website. Below is a list of the various levels and how to change the logging level.ResolutionThe log level key is changed in the web.config file for the website
Open the web.config file in the site root
Search for the following key
Change the key to one of the following values below. ...
DescriptionWhen trying to upload an image to the Library, you may get an error of "Data at the root level is invalid. Line 1, position 1. "
Often this is caused by invalid XHTML being handled, but sometimes it can be due to your configuration. CauseYou may have an incorrect setting in your Web.config fileResolutionOpen your Web.config file and search for the <add key="ek_EnableDeviceDetection" value="XXX" /> tag. If it is set to true, set it to false: ...
DescriptionThe log collector helps to gather information quickly and easily to troubleshoot issues with support for all issue types but is most useful for eSync and Solr. When you run into an issue, if you run the log collector it will package up a lot of the necessary information support will request when submitting an issue so feel free to attach the logs collected with any new support ticket you create.ResolutionThe log collector may be updated from time to time. Please download the most ...
DescriptionWeb pages intermittently result in status errors such as HTTP 400 or 500 but more details are needed. ResolutionFailed Request Tracing can help provide additional information for various web page errors.The steps below describe how to set up Failed Request Tracing.Prerequisite: Ensure the Tracing role is added to the Web Server. It is located in Role Services under Web Server, Health and Diagnostics.Enable TracingLaunch Internet Information Services (IIS) ManagerIn the Connec...
DescriptionWhen you troubleshoot issues, you should look in the Application Event Log for errors. This article shows you how. ResolutionMicrosoft TechNet has instructions about
How to Check the Application Event Log for Errors
How to find the CMS version you are using among the database, site, and Ektron Windows Services.
Depending on the version of the CMS, there can be 2 ways to do this (if you've applied a CU to the database, the first query will reflect it)
SELECT * FROM version_history
NOTE: This method works only on newer versions.
SELECT CONVERT(VARCHAR, version) FROM settings
Open the web.config and find the ek_buildNumber value.
DescriptionProblem Steps Recorder is a Microsoft tool built into your pc. When troubleshooting support issues it can be very useful as it provides a way to step through your issue and provide us with a zip file clearly showing the exact steps taken to replicate an issue. More information on Problem Steps Recorder (PSR) can be found on Microsoft's website
http://windows.microsoft.com/en-us/windows7/how-do-i-use-problem-steps-recorder ResolutionBelow are some quick points on how to use t...
Sometimes, Ektron Support requests that you look up your wspath and see if it matches your ServerControlWS.asmx page in IIS. Below are steps on how to verify the wspath and the ServerControlWS.asmx.
In versions 9.2 and up as well as cumulative security update 6 and higher, the ServerControlWS.asmx field was removed from the site's workarea folder. Modified steps for 9.2+ and security update 6 are included below the original steps.
In your site's we...
When updating a template for a piece of content the quicklink may reflect the updated template, but manual aliases may show the old templates. Clearing the alias cache does not allow for the new template to be displayed.
The manual aliases are cached more deeply than the automatic aliases are within the Ektron CMS. The alias should eventually update with the new template, but if the new template is need immediately the manual aliases can be updated by re...
DescriptionWhen you uploaded files, edited content, or created an eSync relationship, the following error occurred:No connection could be made to the Ektron Windows Service. Please verify that it is running on the server and try again.
ResolutionThis occurs because the Ektron Windows Service is not present, has not started, or has not finished starting up; see
The Ektron Windows Service: is it really started?
for troubleshooting issues related to Ektron Windows Service start-up. ...
DescriptionWe have all ran into the dreaded NullReferenceException i.e. "Object Reference not sent to and instance of an object" error when browsing to a page or occasionally find one when looking through our event viewer logs. But what does this exactly mean?
Typically means the reference is null, and you cannot access an object through a null reference. The simplest case:
long contentID = 8888;
var _contentManager = new Ektron.Cms.Framework.Content.ContentManager();
DescriptionThe Event Viewer showed multiple, repeated URL aliasing error messages for content:
Request not processed by aliasing. CauseThe logging level in web.config is set too high. ResolutionSet the following key in web.config to "1" to stop the messages:
<add name="LogLevel" value="1" />