ÃÛ¶¹ÊÓƵ Experience Manager: Distinguishing Product and Customization Issues Before Contacting ÃÛ¶¹ÊÓƵ Customer Support
When troubleshooting issues in ÃÛ¶¹ÊÓƵ Experience Manager (AEM), it’s essential to distinguish whether the problem stems from the core product or from custom code or third-party integrations. This article outlines a structured approach to help users identify the root cause before contacting ÃÛ¶¹ÊÓƵ Customer Support, ensuring faster and more accurate resolutions.
Description description
Environments
ÃÛ¶¹ÊÓƵ Experience Manager (AEM), all versions
Issue/Symptoms
When you experience issues with ÃÛ¶¹ÊÓƵ Experience Manager (AEM), it is important to first determine whether the problem comes from the standard AEM product (OOTB) or from your own custom code or third-party tools. ÃÛ¶¹ÊÓƵ Customer Support investigates only issues related to the core AEM product. Problems caused by custom development or third-party tools need to be analyzed by your organization or implementation partner, as Support does not review customer-specific customizations. By qualifying the issue in advance, you can ensure faster and more accurate support responses, focusing effort on the real cause and reducing time to resolution.
Resolution resolution
The following steps can assist in identifying whether an issue originates from the standard AEM product or from customizations.
Step 1. Reproduce the Issue on an OOTB Environment
First, attempt to reproduce the problem using an out-of-the-box (OOTB) AEM instance, for example by deploying the latest WKND sample site and using only core components.
For example, if the issue involves a particular component, test its behavior on standard (OOTB) pages.
If you can reproduce the issue on an OOTB environment, this indicates a possible product-level issue that Support can investigate. In this case, please include detailed reproduction steps and screen captures or videos demonstrating the issue when you contact Support.
Step 2. Create a Simplified Test Case
In complex projects, issues may occur only under certain conditions, and those specific circumstances in your environment may not be visible to Support.
Therefore, it is important to provide the minimum steps and components necessary to reproduce the issue, so that it can be appropriately understood and investigated.
Step 3. Check for Customization Factors
If the issue cannot be reproduced in the above ways, provide the smallest possible custom code base necessary to reproduce the issue, along with videos, screen captures, and clear reproduction steps.
If an error message appears, check whether the message is implemented in any custom code, and review any exception stack traces to determine if the source of the exception is custom code.
Note: Debugging customer-specific custom code or suggesting troubleshooting steps for custom code or third-party tools that are not officially supported by ÃÛ¶¹ÊÓƵ is outside the scope of ÃÛ¶¹ÊÓƵ Customer Support.
When you contact ÃÛ¶¹ÊÓƵ Customer Support, provide the results of your investigation above, along with relevant reproduction materials and detailed documentation. If you have questions concerning the boundaries between product and customization, or require further clarification, reach out to Support for advice.