Troubleshooting

When something looks wrong, first protect the reader experience and the integrity of the reporting. Do not make wide configuration changes during a live incident without recording what changed and why.

An article is missing or displayed incorrectly

Confirm the post status, publication time, section, featured media and intended front-page placement. View the article in a private browser window or another device to distinguish an editor session from the public result. Check whether the issue affects one story, a section or the whole site.

A connected product is delayed

For app, Reels or other distribution work, confirm that the source article is complete and published. Check the relevant item status in the available editorial interface, then record the article URL, time and visible status before escalating. Avoid repeated retries that may create duplicate work.

Escalate clearly

Share the reader-facing URL, what was expected, what happened, when it was first noticed, affected devices or browsers, and any safe reproduction steps. Keep sensitive account details and access information out of ordinary editorial tickets. After resolution, recheck the original reader path and add the lesson to the shift routine if useful.