You have a problem with your work in Sitejet and are not sure whether it’s a bug or if you just need some help? No problem – that’s exactly what this is about!

This article explains the difference between a real error in the software (a bug) and a general problem / "issue", where maybe just a setting isn’t right, you don’t know how to do something, or you simply have an open question. This way, we can help you faster and more precisely – and of course, you’ll save a lot of time as well. 

The Differences

Not every problem is a bug – even if it sometimes feels that way. An error can have many different causes – from faulty code to temporary hiccups in the system to external influences like browser extensions, server problems, internet connections, and your own code.

• A bug is a "real error" in Sitejet. Something does not work as intended – e.g., you click on “Publish” and... nothing happens. Or a text disappears without you deleting it. In short: The software does not do what it’s supposed to.
• An "issue" or problem is more of a challenge like: “How do I change the font?” or “Why does it look different on mobile?” – things that are explainable or can be adjusted, but are not technical errors.

Tip: If you’re unsure, simply describe exactly what happens – screenshots and precise steps help us to categorize the issue. We’ll then figure out whether it’s a bug or just a small puzzle we can solve together.

• Through our Community you can get in touch directly with Sitejetters and we also read along. Here you’ll also find a post you can use as a guide for reporting something. 
• For urgent issues or if you don’t want to post publicly, we also have a contact form. 

Who is Sitejet Support for? 

Sitejet Studio:

For Sitejet Studio users, we offer support exclusively for users and not for end customers – that is, customers of a Sitejet Studio user. 

cPanel:

If you use the Sitejet integration via cPanel, for technical reasons we can only offer support for issues within the website builder. All other questions, problems, and bug reports must be directed to your host, who will then contact cPanel. 

For cPanel you can find all information here on how to contact support. If you still need help, please contact us anyway.

Plesk:

If you use the Sitejet integration via Plesk, for technical reasons we can only offer support for issues within the website builder, as well as problems that occur during publishing. All other questions, problems, and bug reports must be directed to your host, who will then contact Plesk. 

For Plesk, please use the support form. If you still need help, please contact us anyway.

Basic Information

Before you report the actual bug or problem, please prepare some general information for each email. The more precise this is, the better. We can then act faster and you’ll get help more quickly. 

1. Website ID
   The Website ID. We need this ID for almost every report. It is a unique identifier for your website. You can find the Website ID in your browser’s address bar when you are in the CMS. It’s best to include the Website ID directly in the subject of your request. For example: 193290 - Problem description

   

2. Browser
   Which browser are you currently using? The name helps us, since unfortunately it’s no longer guaranteed that all browsers are up to date.
   - Firefox
   - Google Chrome
   - Safari
   - Edge
3. Browser extensions: Are there any active extensions in the browser or an antivirus program? 
4. Screenshots - Screencasts: Pictures and video recordings are always welcome. Sometimes you have different terms for certain areas or forget an important piece of information that you can then see in the image or video. Depending on the problem, such recordings are worth their weight in gold. Please take the time and attach the images to your email. 
5. Sitejet version: Which Sitejet are you using? Sitejet Studio users log in via www.sitejet.io/. cPanel or Plesk users via the provider’s platform.

Describe the Problem

... Sitejet offers many possibilities for creating websites. Every web designer has their own approach, so errors can occur in many different ways. Since websites can now become very complex, it’s especially helpful for us if you give us more information so we can reproduce the error on our end. This way we can provide you with a solution as quickly as possible. 

Therefore, please try to reproduce the error and explain each of your steps in a brief, clear, and numbered list. What have you already tried? On which page are you experiencing the problem? 

As pictures are known to say more than a thousand words, we are also happy if you provide us with a screenshot of the error message/error or even a screencast.

An Example: John Doe’s Error Message

John Doe received an error message after trying to save his website. Five minutes earlier, he had been able to save without any problems. In those five minutes, he had added the "Header Baldur" preset and made some changes to it. He assumed that something was wrong with the preset. So he changed the settings again. Eventually, he found out that the error message appeared when he set the border for the menu to 0px. The next day, he reported the error: 

• Basic Information:
  Browser: Firefox Version 64.0
  Operating system: Windows 10
  Website ID: 852948
  Page: Home
  Element ID: ed-8632753
• Error Description:
  - I added the “Header Baldur” preset.
  - I assigned a border of 0px to the menu.
  - I received an error message after trying to save. After that, I could no longer save. 
  - I have attached a screenshot of the error message.