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troubleshooting-template.md

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troubleshooting,...

Title should briefly describe the issue, maximum 70 characters is preferred.
(Example: "Out of memory error during install or upgrade".)

See Contributing > Metadata for additional information on metadata.

Intro paragraph or two paragraphs: a brief overview of issue. The first 140 characters are important for SEO purposes.

Affected products and versions

  • Adobe Commerce on-premises x.x.x
  • Adobe Commerce on cloud infrastructure x.x.x

(Alternatively if the same versions on cloud or on-premises are affected you can say:)

Adobe Commerce (all deployment methods) x.x.x

  • Affected extension or technology (e.g. Redis, Fastly): x.x.x

Issue

A clear description of the issue, including full error messages as text and any important screenshots. If this is found in a log, provide details: which log, location.

Remove any specific project IDs or customer information from errors and logs! Also make sure sensitive information is not included in screen shots.

If the issue occurs in a very specific situation, provide detailed steps to reproduce, expected result and actual result in the following format:

Steps to reproduce:

Prerequisites: ... (if any).

  1. First step.
  2. Second step.
  3. ....

Expected result:

Adobe Commerce does this.

Actual result:

Adobe Commerce does that.

Cause

The reason why the issue occurs. Don't describe the fix — it should be in the next section. Skip this option if the reason is not clear or not important in this case.

Solution

How to fix the issue. Use a numbered list for steps. Finish the section with the results: error not displayed, deploy works, value changed and how to see the change, etc.

If there is a temporary workaround, specify it as a separate section below this one.

Related reading

  • Article topic in our user guide.
  • Article topic in our developer documentation. You can also say to differentiate between instructions in devdocs for cloud vs on-premises users: “Article topic in our developer documentation for Adobe Commerce on cloud infrastructure." vs "Article topic in our developer documentation for Adobe Commerce on-premises."
  • Article topic in our support knowledge base.
  • Any related resources (blogs, forums, StackOverflow, etc.)