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Troubleshooting sites and web experiences

Resolve common issues with sites, domains, sign-on, and content that isn't appearing.

Symptom​

A published site, landing page, or web experience doesn't behave as expected. Common variants:

  • The page shows a 404, a security warning, or a mismatched-domain error.
  • Subscribers are prompted to sign in repeatedly, or are blocked at SSO.
  • Content that looks correct in the editor is missing, blank, or stale once published.

Likely causes​

Work through these in order — the most frequent causes are listed first.

  1. Not published, or an old version is live. The latest changes are still a draft, or a cached/prior version is being served.
  2. Domain or certificate not fully set up. DNS records haven't propagated, or the HTTPS certificate isn't issued yet, so the browser warns or fails to load.
  3. SSO / access rules misconfigured. The identity provider (for example Microsoft Entra ID) isn't returning the expected user, or the audience/access list excludes the subscriber.
  4. Personalization or dynamic content has no value. A token or data-driven block resolves to empty for that subscriber, so a section appears blank.
  5. Browser or CDN caching. The subscriber (or an intermediate cache) is holding an older copy.

Fixes​

  1. Confirm you published the latest version. Re-publish, then load the live URL in a private/incognito window to bypass local cache. (Confirm the exact publish steps in your account.)
  2. Verify the domain and certificate. Check that the required DNS records exist and that the certificate shows as active; allow time for DNS/cert propagation before retesting.
  3. Test SSO with a known subscriber. Confirm the identity provider mapping and that the subscriber is inside the site's audience/access list. (Confirm the exact SSO settings in your account.)
  4. Check personalization fallbacks. Ensure tokens have default values and that subscriber records contain the referenced fields. See the personalization reference below.
  5. Force a cache refresh. Clear the browser cache or append a temporary query string to the URL to confirm whether caching is the cause.

Still stuck?​

If the issue persists after these steps, capture the exact URL, the affected subscriber, the browser, and a screenshot of the error, then contact your account's support channel with those details.

Canonical terms: Author, Edition, Folder (Project Folder), Broadcast. See the Glossary.