22 questions in this topic
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301. What to do in case of error 400?
We diagnose error 400 based on the URL, time of occurrence, scope of the problem and recent changes to the application. Some errors result from permissions, some from PHP/CMS, LVE limits, DNS, ModSecurity or external services.
In your report, please include the URL, screenshot or error content, your IP address, time, and whether the problem occurs for all users or only some users.
302. What to do in case of error 401?
We diagnose a 401 error based on the URL, time of occurrence, scope of the problem and recent changes to the application. Some errors result from permissions, some from PHP/CMS, LVE limits, DNS, ModSecurity or external services.
In your report, please include the URL, screenshot or error content, your IP address, time, and whether the problem occurs for all users or only some users.
303. What to do in case of error 403?
We diagnose a 403 error based on the URL, time of occurrence, scope of the problem and recent changes to the application. Some errors result from permissions, some from PHP/CMS, LVE limits, DNS, ModSecurity or external services.
In your report, please include the URL, screenshot or error content, your IP address, time, and whether the problem occurs for all users or only some users.
304. What to do if ModSecurity is blocked?
A ModSecurity block means that the application firewall has considered the request to be similar to an attack, such as SQL injection, XSS, or a suspicious form. If a legitimate operation is blocked, do not disable protection globally without analysis.
Provide support with the URL, time, IP address, message content and description of the activity. Support will check the rule and assess whether it is a false positive, an application error or a real threat.
305. What to do in case of error 404?
We diagnose a 404 error based on the URL, time of occurrence, scope of the problem and recent changes to the application. Some errors result from permissions, some from PHP/CMS, LVE limits, DNS, ModSecurity or external services.
In your report, please include the URL, screenshot or error content, your IP address, time, and whether the problem occurs for all users or only some users.
306. What to do in case of error 405?
We diagnose error 405 based on the URL, time of occurrence, scope of the problem and recent changes to the application. Some errors result from permissions, some from PHP/CMS, LVE limits, DNS, ModSecurity or external services.
In your report, please include the URL, screenshot or error content, your IP address, time, and whether the problem occurs for all users or only some users.
307. What to do in case of error 500?
We diagnose error 500 based on the URL, time of occurrence, scope of the problem and recent changes to the application. Some errors result from permissions, some from PHP/CMS, LVE limits, DNS, ModSecurity or external services.
In your report, please include the URL, screenshot or error content, your IP address, time, and whether the problem occurs for all users or only some users.
308. What to do in case of error 502?
We diagnose error 502 based on the URL, time of occurrence, scope of the problem and recent changes to the application. Some errors result from permissions, some from PHP/CMS, LVE limits, DNS, ModSecurity or external services.
In your report, please include the URL, screenshot or error content, your IP address, time, and whether the problem occurs for all users or only some users.
309. What to do in case of error 503?
We diagnose error 503 based on the URL, time of occurrence, scope of the problem and recent changes to the application. Some errors result from permissions, some from PHP/CMS, LVE limits, DNS, ModSecurity or external services.
In your report, please include the URL, screenshot or error content, your IP address, time, and whether the problem occurs for all users or only some users.
310. What to do in case of error 504?
We diagnose error 504 based on the URL, time of occurrence, scope of the problem and recent changes to the application. Some errors result from permissions, some from PHP/CMS, LVE limits, DNS, ModSecurity or external services.
In your report, please include the URL, screenshot or error content, your IP address, time, and whether the problem occurs for all users or only some users.
311. What to do if the website only works for some users?
For the topic "what to do when the website works for only some users", first check the settings in the website logs, DNS, SSL and recent changes in the application.
If the problem occurs only among some users or only in a selected website function, you need to separate DNS, browser cache, application cache, CDN/proxy, sessions, forms, database and external integrations.
In the request, provide the recovery steps, a test account if needed, URL, time, browser, IP address and recent changes to the CMS or store.
312. What to do if you see the old website after migration?
For the topic "what to do if you see an old website after migration", first check the setting in the website logs, DNS, SSL and recent changes in the application.
If the problem occurs only among some users or only in a selected website function, you need to separate DNS, browser cache, application cache, CDN/proxy, sessions, forms, database and external integrations.
In the request, provide the recovery steps, a test account if needed, URL, time, browser, IP address and recent changes to the CMS or store.
313. What to do if the DNS or browser cache shows an old version?
For the topic "what to do when the DNS or browser cache shows an old version" first check the setting in the site logs, DNS, SSL and recent changes in the application.
If the problem occurs only among some users or only in a selected website function, you need to separate DNS, browser cache, application cache, CDN/proxy, sessions, forms, database and external integrations.
In the request, provide the recovery steps, a test account if needed, URL, time, browser, IP address and recent changes to the CMS or store.
314. What to do if the website slows down periodically?
For the topic "what to do when a website periodically slows down", first check the setting in the website logs, DNS, SSL and recent changes in the application.
If the problem occurs only among some users or only in a selected website function, you need to separate DNS, browser cache, application cache, CDN/proxy, sessions, forms, database and external integrations.
In the request, provide the recovery steps, a test account if needed, URL, time, browser, IP address and recent changes to the CMS or store.
315. What to do when the CMS panel works but the frontend doesn't?
For the topic "what to do when the CMS panel works but the frontend doesn't", first check the settings in the website logs, DNS, SSL and recent changes in the application.
If the problem occurs only among some users or only in a selected website function, you need to separate DNS, browser cache, application cache, CDN/proxy, sessions, forms, database and external integrations.
In the request, provide the recovery steps, a test account if needed, URL, time, browser, IP address and recent changes to the CMS or store.
316. What to do when the frontend works but the CMS panel doesn't?
For the topic "what to do when the frontend works but the CMS panel doesn't", first check the settings in the website logs, DNS, SSL and recent changes in the application.
If the problem occurs only among some users or only in a selected website function, you need to separate DNS, browser cache, application cache, CDN/proxy, sessions, forms, database and external integrations.
In the request, provide the recovery steps, a test account if needed, URL, time, browser, IP address and recent changes to the CMS or store.
317. What to do if the contact form doesn't work?
For the topic "what to do when the contact form doesn't work", first check the setting in the website logs, DNS, SSL and recent changes in the application.
If the problem occurs only among some users or only in a selected website function, you need to separate DNS, browser cache, application cache, CDN/proxy, sessions, forms, database and external integrations.
In the request, provide the recovery steps, a test account if needed, URL, time, browser, IP address and recent changes to the CMS or store.
318. What to do if file upload doesn't work?
For the topic "what to do when file upload doesn't work", first check the settings in the website logs, DNS, SSL and recent changes to the application.
If the problem occurs only among some users or only in a selected website function, you need to separate DNS, browser cache, application cache, CDN/proxy, sessions, forms, database and external integrations.
In the request, provide the recovery steps, a test account if needed, URL, time, browser, IP address and recent changes to the CMS or store.
319. What to do when in-app sessions/logins are not working?
For the topic "what to do when app sessions/logins are not working" first check the setting in the site logs, DNS, SSL and recent changes to the app.
If the problem occurs only among some users or only in a selected website function, you need to separate DNS, browser cache, application cache, CDN/proxy, sessions, forms, database and external integrations.
In the request, provide the recovery steps, a test account if needed, URL, time, browser, IP address and recent changes to the CMS or store.
320. What to do if the store does not finalize orders?
For the topic "what to do when the store does not finalize orders", first check the settings in the website logs, DNS, SSL and recent changes in the application.
If the problem occurs only among some users or only in a selected website function, you need to separate DNS, browser cache, application cache, CDN/proxy, sessions, forms, database and external integrations.
In the request, provide the recovery steps, a test account if needed, URL, time, browser, IP address and recent changes to the CMS or store.
321. What to do when an external API stops responding?
For the topic "what to do when an external API has stopped responding", first check the setting in the site logs, DNS, SSL and recent changes to the application.
If the problem occurs only among some users or only in a selected website function, you need to separate DNS, browser cache, application cache, CDN/proxy, sessions, forms, database and external integrations.
In the request, provide the recovery steps, a test account if needed, URL, time, browser, IP address and recent changes to the CMS or store.
322. What data should the customer always provide when reporting a failure?
When reporting a failure, always include: website address, exact URL, time of the problem, error message, your IP address, recent changes, browser used and whether the problem affects all users.
For mail, add the sender, recipient, subject, SMTP stanza, and headers. For CMS/store, add recent updates, plugins and logs if available.