Wanna get better and faster support answers?
Sometimes our support has to reply to your tickets with additional questions, and this causes delays. Spending a few extra minutes composing the initial issue submission can save you hours. In this post, I will show you 7 simple things that will save time and help us solve the issue faster.
1. Check the Documentation
Many answers to your questions are already available in these sources:
If this still doesn’t help, let us know what you have read and tried, so we are not asking you to repeat troubleshooting steps.
2. Which version are you using?
Always provide information about the version you are using and which hotfix was applied, if any.
3. Which approach are you using?
It is extremely useful for us to know this in order to reproduce your issue. Please indicate whether you are using:
4. Which environment are you working in?
Please give us a description of your environment and the overall setup, such as:
- Xperience by Kentico
- Kentico Xperience 13
- On-premise web server
- Operating system
- IIS version
- .NET version
- Other environmental considerations like load balancing or number of web farm servers
- Azure Cloud
5. Error message & issue replication information
Please capture any error or exception messages that you are getting (with debug mode turned on, if possible) and attach any Event log errors to your email. (KX13 Event log; XbK Event log)
You can also attach screenshots!
6. Custom code & modifications information
If you are developing any custom code (web parts, controls, modules, etc.) or modifying any default code files, please let us know. Provide us with your code and information as to where and how you are using it.
7. Specific details of what you are trying to achieve
Questions like “How do I achieve this?” or “I want to implement this.” with no further details are hard to answer. It is appreciated if you can include a description of expected behavior, the actual behavior, desired end-state, and a short use-case example.
It’s possible that we will still need to ask you more questions, but this helps us identify which questions to ask! We may also request a site export package or a backup of your database and project in order to reproduce and debug the issue.
Last but not least, you can submit your question using this form.