How can I troubleshoot common Help Center issues?

Question

How can I troubleshoot common Help Center issues? 

Answer

This article covers some common issues to the Help Center. Topics include:

• Category title isn't showing
• Difficulties editing categories and sections when using collapsible articles
• Images are not displaying or appear to be broken
  

Category title isn't showing

The category title might be hidden for a few reasons:

• The Help Center only contains one category. Since there are not any other categories to distinguish, the single category's title is hidden.
• All sections in that category were restricted, and the current user is not authorized to see this content. The category is hidden so the user is not confused by an empty category.
• The category or its sections are empty. For more information, see Why aren't categories and sections visible to end users?.

Difficulties editing categories and sections when using collapsible articles

The {{section_tree_with_article}} and {{category_tree_with_article}} placeholders use a collapsible container to display articles to allow your end users to preview content on a single page of your Help Center. It is not possible to click directly on the category or section titles from the top level to go directly to their respective pages.

To get to the section or category page, navigate to the article itself.

1. Click the article to expand it and click View page to navigate to the article.
   
   At the top of the article is a breadcrumb trail that shows the path to the article.
   
2. Click the category or section titles to navigate to those levels.

Once in the category or section, click Edit category or Edit section, respectively, within the editor box in the lower right corner. At both and section category levels, you can set the title and description.

If the category and/or section are empty, publish an article in the category and section to fulfill the full navigation structure. This article can just be temporary and restricted to only agents so you can make your updates in the background.

Images are not displaying or appear to be broken

There are a few scenarios where an image that was added to an article appears to be working, but then you come to find it's not working for other users. What you might see is that your agents can see an image, but an end user cannot. Here are a few of the common reasons and what you can do to resolve the issue.

• Cause: An image is uploaded to a restricted article, but is referenced from a public article.
  Solution: The image inherits its access permissions from the original article, so it is not viewable by users who cannot access the original article. Upload a new copy of the image to the public article and reference the new copy of the image.
• Cause: An image is uploaded to an article that is never completed.
  Solution: The image is effectively discarded if the article is never created, so the link is invalid. Again, upload a new copy of the image to the public article and reference the new copy of the image.
• Cause: The image is hosted on an external source and not uploaded directly to the Help Center. Normally in this scenario, the image won't appear for anyone.
  Solution: If the image was hosted on another site, make sure that the image still exists in the linked location and that the permissions are set appropriately.

These are the main why images might not display. If none of the above solve your problem, see Help Center image issues in articles.