FAQ

Please create a ticket using the Support button on UAT.

We check tickets regularly, and are committed to resolving issues, find solutions and ensuring you have a smooth experience with our services as quickly a possible.

To assist you efficiently and understand the problem thoroughly, following Information are always helpful and are highly appreciated if you can provide these:

• What did you see? Screenshots

• Where did you face the issues? URLs to ContentStack pages / to Website

• How did you face the issue?

  • Describe reproducible steps

    • describe the behaviour you have faced

    • how you have received the unexpected issue

    • include what you have expected

• Which messages did you receive from the system? Error messages

• Who has reported? This is e.g. relevant in case of MyMitsubishi or if you have access issues in ContentStack

• How urgent is your request? Please set the priority for your request:

  • Minor - Just a question, nothing with a kind of urgency (Reply within 4 working days)

  • Major - You need support / feedback to continue efficiently (Reply within 3 working days)

  • Critical - You are under pressure to get something done, but you need support / feedback to do so (Reply within 2 working days)

  • Blocker - You cannot continue and you're completely blocked in an important task (Reply within 1 working day)

Having these details at our disposal will aid us in reproducing the problem and investigating its root cause. Once we can recreate the scenario, we will be in a better position to implement a suitable solution promptly.

Rest assured, we are dedicated to resolving all blocking issues for you as quickly as possible, and your cooperation in providing the requested information is greatly appreciated.

Any further context you can provide will expedite the resolution process.

The form:

Open

Overview:

It is not possible for local admins to re-use a local web page or content block in another local website of your sales organisation, if there is no EMEA entry.

This guide outlines the process of creating an EMEA fallback to enable the reuse of local web pages or content blocks across different local websites in ContentStack.

Follow these simple steps to efficiently implement this feature.

Procedure:

1. Create Local Content: Begin by creating a local web page or content block in your designated locale.
   If you want to take over a page of a local website which is not part of your sales organisation, please provide the link to that page.

2. Generate Support Ticket: Submit a Support Ticket to request the creation of an EMEA Fallback. Refer to the instructions below for creating a ticket.

3. EMEA Fallback Creation by Support: Once the Support Ticket is processed, the landing page will be saved (not published) to EMEA-en by Support, establishing an EMEA fallback. After the EMEA (Master) entry is created, it becomes accessible in Contentstack for localization purposes.

4. Receive ContentStack EMEA-EN Link by Support: Customer support will provide you with a ContentStack EMEA-EN Link.

5. Open Link and Select Locale: Open the URL provided by Support and select your desired locale for localization in ContentStack.

6. Save (Don't Publish): Ensure to save the changes without publishing at this stage in ContentStack.

7. Repeat for each Local website: Perform the localization process for each local page/content in ContentStack, regardless of it being local or local-en.

8. Modification and Publishing: After completing the localization for all websites, you can freely modify and publish the content to the respective local or local-en website in ContentStack.

Important Note: Remember, the process involves saving, not copying. Follow the standard localization procedure for unlocalized pages during this process.

After you request for an Emarsys Newsletter ID, you need to request a specific newsletter to be created in Contentstack. To do so, please follow these steps:

1. Create a Support Ticket with your Newsletter Request

2. Support will create a new Newsletter in your locale

3. You will receive a link

4. For localization, follow the next steps in this User Manual.

If you want to delete a document i.e the asset, from the website, please proceed as follows:

1. Delete or unpublish the document entry (central document or local document).

2. Wait a few minutes to ensure the webhook ran, then delete the asset.

The advanced search is updated upon deletion / unpublishing of the document, not the asset.

Use ContentStack Chrome extension

https://www.contentstack.com/docs/developers/utilities/contentstack-google-chrome-extension/

Usually a URL path tells you which page you are currently on.

E.g.

https://emea.mitsubishielectric.com/fa/solutions

/solutions → This is the solutions page and could be searched in ContentStack.

Check the right side of ContentStack, click on ‘'info-icon’' and check the section ‘'Referenced in’' to navigate through ContentStack.

Open

The new design takes the approach of offering individual pages for main topics. Users will not click through various subpages, but scroll down. Among other things, sorting is achieved through so-called anchor links.
In addition, the usability of the site is increased with large images and little text.

For this reason," splitting up" the page by using too many different style elements and nesting should be avoided.

The old design required more modules to structure content. This includes, for examples, Collapsibles and Tabs.

While Collapsibles tend to support the new design approach, Tabs can easily lead to the approach being disrupted, especially when used at the top of a page

Please make sure, that you have used default fields in your fieldset / form.

If you didn’t use default fields and also not added last name, company and email adress in ContentStack, the website will add Last Name, Company, Email adress automatically.

This is an excerpt of the user manual:

,,The fields “E-mail address”, “Surname”, and “Company” are always required and set as such by the system, even if you don’t put them on “Required” here. They will always be shown as “mandatory” fields in the frontend."

These fields are required, because c4c expect these Information to successfully create an entry in the CRM system.

Please check according user manual

Check ContentType ‘'Formfield’', if default fields has been translated in your language and published correctly.

Please make sure, that the user is exists in the ContentType ‘'MyMitsubishi’'. You have access to this through your locale.

If the user is not existent or validated, it’s most likely that the user:

• has never existed

• registered with a different email adress and entered the wrong email adress

• has been deleted or validated because the profile wasn’t completed

• has been deleted because the user (after 24h) didn’t follow the instructions in the received email

• has been deleted because the account was 2 years old and user didn’t login since then.

Recommend your user to register anew.

In most of the cases Support cannot do anything in these cases.

If a user tried the password recovery email from the website, but never received an email

1. Check if user whitelisted our email address, it could be that MEU email address cannot send emails to the user

2. If the user did, the company might have a very strict firewall

Recommend your user to check restrictions in the company on regards firewall / whitelisting.

This unfortunately is not possible, because the email address is used as a unique Identifier to communicate through web services which are implemented in the website.

Please ask the user the register anew.

You can publish to the test environment (User Acceptance Test).

This is UAT access in MEU network (VPN):
https://wwwt-emea1com.web.melco.co.jp/fa/

If you change emea to ‘'de’'; “pl” etc.

https://wwwt-de1com.web.melco.co.jp/fa/; https://wwwt-pl1com.web.melco.co.jp/fa/ you will be forwarded to your respective local website.

This is UAT access by Internet (with password):

https://test-emea.mitsubishielectric.com/fa

If you change emea to ‘'de’'; “pl” etc., you will be forwarded to your respective local website.

Please publish all changed entries.

E.g.

You changed a content block → publish

The changed content block is in a web page → Check if the right content block has been referenced and also publish

User Acceptance Test = This is the test environment which allows you to test your changes before they are released to Production.

Use the Preview function in Contentstack to quickly see changes you make in a web page or a content block of a web page without publishing it to UAT.

Open

Webpages or other ContentTypes are referenced with each other. If you forget to publish one reference, your will not see the expected result on the website.

A simple habit in your daily work could help in managing publishes:

Webpage → ContentBlock → further references like ContentTypes or assets which has been added to your contentblock.

A Webpage contains a Contentblock, a Contentblock can contain other ContentType/Asset which enhances your ContentBlock.

In ContentStack you can check the Status on the right side of an entry.

This example shows you that this entry is not published to PROD, but only on UAT.

Open

Please reload the page 3x-4x times. A Cache is implemented to store the data. This helps to have a fast page and saves from overloading our systems behind.

Or see ,,Content parts are missing in the website''

Some parts in ContentStack are only viewable by Content managers. Which means some ContentTypes are only editable by dedicated user roles and permissions, such as Central Content Managers, Product Admins and Administrators.

Let's break down the logic and steps to apply English (EN) content to the local (Germany) version in ContentStack:

Inheritance / Fallback Logic

1. EMEA Content (MASTER): The top-level content that serves as the master version.

2. EN Content: The English version that inherits from the EMEA master content.

3. Local Content (e.g. Germany): The localized content that inherits from EN Version.

Website Display:

• On the website, you will see EMEA Content in the EN version and in the Local (Germany) version, if you haven't localized your content in ContentStack.

Scenarios:

Scenario 1: Local Content Only

• If you've started creating a page only in your local language (Germany):

  • No Inheritance: EMEA Content (MASTER) → EN Content → Local Content

  • You've separated the content from the inheritance logic and only created your local content.

  • Recommendation: Create always an EN Version for the same content and apply structural changes in EN Version first. If already an EMEA page is existent, localize EN Version first, make your changes there and then localize your local-version to translate.

Scenario 2: Localized Translation with existent EN Versions

• If you've set EMEA and/or EN versions and localized for translation:

  • Inheritance: EMEA Content (MASTER) → EN Content → Local Content

  • You've created a complete separate branch from EMEA/EN versions because you localized content, but it is still in the inheritance logic.

  • Note: You cannot apply the Local Content structure to EN structure backward, but you can apply the EN structure to the local version.

Steps to Apply EN Content in Germany (Local Version):

1. Unpublish and Unlocalize Local Content:

   • If you want to have the identical structure of the EMEA/EN version, unpublish and unlocalize your local content.

   • Result: After reloading in ContentStack, the EN content will appear in Germany-Germany (greyed out), and the changes you made in the Germany-Germany version will be gone.

2. Localize Again:

   • Localize again.

   • You should now have the same content from the EN version, and you are now able to work on this localized version. Please be aware that you now have separated it again from the inheritance logic after localiziation.

Summary:

• The inheritance/fallback logic involves EMEA Master Content, EN Content, and Local (Germany) Content.

• The website displays EMEA Content in the EN version and in the Local (Germany) version if content isn't localized.

• For Scenario 1, if you have only local content, please start with an EN Version.

• For Scenario 2, if you've localized EMEA/EN versions, you can apply EN structure to the local version.

  • To apply EN Content in Germany, unpublish and unlocalize the local content, and then localize it again to match the EN structure.

Please follow these steps to ensure that your EN Content is properly applied to the local (Germany) version in ContentStack. If you have any further questions or need assistance, feel free to reach out.

In order to localize the web pages, please follow the instructions:

• Use the Chrome extension to directly open the web page in Contentstack or search for the page in Contenstack “Web Page”.

• If you work on more than one local website, please ensure that you in the correct one. You see that in the right top corner of the screen (e.g. Italian - Italy, English Italy). 

• Check the “H1 Headline - red background” and translate

• Publish changes without references *)

• Scroll to the field “Content Block” and click the edit icon

• Double-check the selected language and translate all text elements in the entry (ignore any referenced Image, Video, Tab Set or Collapsible in the first loop). Do not change any referenced content blocks.

• Publish changes without references *)

• If applicable: check for each referenced Entry (Image, Video, Tab Set or Collapsible) which you ignored before: click the edit icon at the referenced Entry and repeat steps 6. and 7.

• Ignore referenced Web Pages

• Ignore referenced Forms here, but see separate instructions below

*) Remark:
Normally you would always publish with references. Only for this particular translation task, please do not. We will handle this centrally.

During the website relaunch, existing documents were migrated from the legacy site to the current one. Central files, such as catalogs, had and still have English originals and localized versions. In the new site, all documents, including localized ones, are accessible through dropdowns in the website.

The migration treated all documents as central due to the legacy site's uniform upload process.

What is a 404 Error Message, and what should I do?

A 404 message gives you the hint that the page behind the URL which you have accessed is not available/existent.

This specific error is a message you see when a webpage cannot be found on a website. It's like trying to find a specific book on a library shelf, but the book isn't there. In web terms, it means the page you're looking for isn't available on the website. This could be due to a mistyped URL, a page that was moved or deleted. If you encounter a 404 error, you might want to double-check the web address, and check the content in ContentStack.

This can happen in following cases:

• You have entered the wrong URL into the browser

• You have entered the wrong URL in URL field in ContentStack → /fa shouldn’t be in the URL field, if it is an internal URL.

• You forgot to publish the page (and a content block reference to it) or it has been deleted by mistake (check trash)

• You published the web page to your local language version only, the link however referred to the English version of your local website.

What is a 500 Error Message, and what should I do?

A 500 error message is a response from a website server. Something has gone wrong on the server's end while trying to display a web page. It indicates an internal server error, which means the server encountered an unexpected problem and couldn't fulfill the request properly.

This error is usually not caused by something you did, but rather a technical issue. If you see a 500 error, it's best to wait a moment and try refreshing the page later.

The website's administrators are most likely already working to fix the problem.