Troubleshooting

When Adobe Experience Manager for the School Website Service isn't working as expected, these steps will help guide you with troubleshooting.

Component issues

• Ensure you’ve correctly followed the how-to guides for the task you're performing.
  
• View the SWS system status page to learn about current issues affecting the SWS platform and any workarounds available.
• Consider reaching out to the SWS Community on Viva Engage.
• Contact us if the problem persists.

Image display issues

• If your image does not display as expected, check your image dimensions meet the recommendations.

Log in issues

• If you're unable to edit your school website, you will need to submit an access request via Manage My Access (MMA) or liaise with your school's principal.
• If you're a new school and your website it not yet live to the public, you will need to access your website using the AEM edit URL.

Publishing issues

• All publishing requests are placed in a queue along with all other schools, so during peak times you may need to allow some extra time before you see your updates live on your website. Contact us if the problem persists.
• If you can't publish live, this could be because you hold an Author role and need to start a workflow in order for an Approver to publish your changes live to the public. To upgrade your permissions, you would need to submit an access request.

Upload issues

• If you're unable to successfully upload a file, check the allowed file types and restrictions for SWS.
• View the SWS system status page to learn about current issues affecting the SWS platform and any workarounds available.