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For Marketing Techs

Something's Broken on the Client's Site - Finding the History

How to check whether someone already knows about a site problem, find past fixes, and log the resolution for next time.

Before You Start Debugging#

When something breaks on a client's site, your instinct is to start fixing it. Resist that for 2 minutes. Check Coppermind first.

switch to Acme
search memories about website issues

You might discover:

  • This exact issue happened last month and someone already documented the fix
  • The CMO discussed it in a meeting and the client deprioritized it
  • There's a known limitation with the client's hosting setup
  • Someone else is already working on it
Finding past issue history before debugging
Finding past issue history before debugging

Two minutes of searching can save you from fixing a problem that's already been fixed, or from fixing something the client doesn't want fixed right now.

Search for Past Issues and Fixes#

Be specific in your search:

search memories about 404 errors on Acme site
search memories about Acme contact form problems
search memories about Acme hosting or DNS

If there's a history, you'll find memories like:

  • "Fixed broken redirect on /old-pricing - was pointing to deleted page. Added 301 to /pricing."
  • "Acme site runs on WP Engine. Support contact: support@wpengine.com. Account owner: Sarah Chen."
  • "Known issue: Acme's SSL cert auto-renewal fails every 90 days. Manual renewal needed via WP Engine dashboard."

Find Infrastructure Details#

Client infrastructure details are often stored as memories from onboarding or past troubleshooting:

search memories about Acme hosting setup
search memories about Acme CMS or WordPress
search memories about Acme DNS or domain

This can surface hosting provider, CMS version, DNS registrar, CDN setup, analytics tracking codes, and other details you'd otherwise have to hunt down.

What You Might FindWhy It Matters
Hosting provider and loginSaves asking "who hosts this?" for the third time
CMS platform and versionTells you what tools and plugins are available
DNS registrarNeeded for domain and subdomain changes
SSL cert detailsExplains renewal failures
Analytics setupConfirms tracking is in place before you troubleshoot traffic drops

Check If It Was Discussed Recently#

Sometimes the CMO already knows about the issue. Check recent meeting context:

search memories about Acme site problems discussed in meetings

If the CMO told the client "We're aware of the mobile layout issue and will fix it next sprint," you need to know that before you start working on it. Your fix might not align with what was promised.

Fix It, Then Log It#

After you resolve the issue, log it in Coppermind so the next person who encounters it has context:

quick note: Fixed Acme site - contact form was returning 500 error due to expired API key for form handler. Rotated key in WP Engine environment variables. Working as of today.

Good issue logs include:

  1. What was broken - specific symptom, not "site was down"
  2. What caused it - root cause, not "I fixed it"
  3. What you did - the actual fix
  4. Where - URL, server, config file, dashboard
quick note: Acme /blog page was showing 404. Cause: permalink structure changed after WordPress update. Fix: re-saved permalink settings in WP admin. No content was lost.

When to Fix vs. When to Escalate#

SituationAction
Routine fix you've done beforeFix it, log it
Client-facing issue during business hoursFix it fast, notify the CMO
Issue that requires access you don't haveEscalate with details of what you found
Issue tied to a decision or commitmentCheck the decision first, then act
Something you've never seen beforeInvestigate, document findings, escalate if stuck
Issue the client reported directly to the CMOCheck if the CMO already set expectations with the client

The CMO would rather hear "I found X, fixed Y, here's the log" than "Something was broken so I spent 4 hours on it and I think it's fixed now."

Building Site History Over Time#

Every issue you log becomes part of the client's institutional memory. Six months from now, when the same SSL renewal fails, someone will search Coppermind and find your note explaining exactly what to do. That's the point - you're building the troubleshooting guide for this client, one logged issue at a time.

← PreviousPosting Content? Log It Back So the CMO Knows What Happened

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