• Basic Troubleshooting
    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...

  • Change the Logging Level in the CMS
    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...

  • Data at the root level is invalid. Line 1, position 1. Error when uploading to library
    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 i...

  • Ektron Log Collector
    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 r...

  • Failed Request Tracing
    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: E...

  • How to Check the Application Event Log for Errors
    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 . http://technet.microsoft.com/en-us/library/aa997769%28v=exc...

  • How to find the Ektron CMS version you are using
    Description How to find the CMS version you are using among the database, site, and Ektron Windows Services. Resolution Database version: 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)  SE...

  • How to use problem steps recorder
    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 Prob...

  • How to verify your wspath
    DescriptionSometimes, 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. Update: In versions 9.2 and up as well as cumulative security update 6 and higher, the...

  • Manual aliasing not updating with new templates
    Description 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. Resolution The manual aliases are cached more de...

  • No connection could be made to the Ektron Windows Service
    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 S...

  • Object reference not set to an instance of an object - What it means and why it happens.
    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 refer...

  • Retrieving Ektron Version Information
    DescriptionThis article goes over how to find the version of Ektron your site is running on. Multiple Versions Open up Sql Server Run the following query on the Ektron Database Versions after 8.6 select * from version_history Versions before 8.6 Select convert(varchar,version) from settings  Res...

  • Trouble Accessing Support Tickets
    Description Since both Ektron and EPiServer are using the same ticketing system, some of our Ektron customers are having trouble accessing support tickets/attachments when clicking on links they receive. Below are some steps to help troubleshoot these issues. Resolution Do you have a...

  • URL Aliasing Errors in Event Viewer
    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=&qu...