Quick fixes for common BlockNinja problems

Problem

Something did not work, but the symptom does not tell you which BlockNinja area to open. Start with what you can see and make the smallest safe check.

Protect your work first

• Record the visible message or status, the approximate time, and the last action that worked.
• Keep a draft instead of deleting it.
• Do not repeat Publish, Restore Site, Delete, domain changes, access changes, or workflow runs just to gather evidence.
• Never copy passwords, password files, API keys, tokens, personal data, billing details, internal hosts, or record identifiers into a report.

Choose the visible symptom

1. Cannot sign in: use the sign-in checks below.
2. A screen or action is missing: check navigation and role.
3. Saved changes are not public: check draft, preview, and Live status.
4. A documentation link says Guide not found: return to Documentation and search for the task.
5. A long-running action is stuck: reload its owning screen once and inspect the persisted status.
6. None match: preserve evidence and use Report a Bug.

If you cannot sign in

• Open the admin sign-in page and choose Sign in with BlockNinja for your managed account.
• Use Emergency local login only for a local account that was already configured for this site.
• If credentials are rejected, stop repeated attempts and confirm which account type you were given.
• If a valid session briefly reports an availability problem, retry the screen once. A temporary service problem is not the same as account revocation.
• If you are repeatedly returned to sign-in, ask the site owner to confirm that your account is active.

If a screen or action is missing

• Open Search anything with Ctrl+K or Cmd+K and enter the user-facing task or screen label.
• If the palette says No results found for the query, select Clear and try a shorter term such as Pages, Backup, Users, or System Status.

• Viewer is read-only. Admin manages content. Superadmin is required for the highest-risk administration, including backups.
• Do not ask for broader access until the site owner confirms the task requires it.

If saved changes are not public

• In the page editor, wait for All changes saved. This confirms the editable draft is stored.
• On Pages, check the status. Draft is not served at the ordinary public path; Live is.
• Before first publication, use the Pages-row Preview Draft control. The editor header Preview link can open the ordinary path and show Page Not Found.
• If authorised, select Publish once, wait for Page published, then confirm the Pages row says Live.
• Check the exact public path in an unauthenticated browser.

If a guide says Guide not found

• Select Return to documentation.

• Search for the outcome you need rather than an internal implementation term.
• A missing guide may be unpublished, mistyped, or retired. Do not assume the underlying product feature is unavailable.
• If the link came from another guide, include both guide titles when reporting the broken journey.

If an operation is stuck or failed

• Close only the progress dialog, then reload the owning admin screen once.
• Inspect the persisted status or History before acting again.
• If it says Failed, record the visible time and status and stop repeated attempts.
• For workflows, Resume continues the same execution. Run again creates a new execution and can repeat side effects.
• For backup, restore, domain, access, billing, security, or deletion failures, use the dedicated guide or escalate before another mutation.

Confirm recovery

• The expected screen or control is visible for the assigned role.
• The owning admin row shows the expected status.
• When public output is involved, an unauthenticated browser shows the intended result.
• A narrow viewport does not introduce horizontal overflow or hide the recovery control.

Escalate with safe evidence

1. Open Report a Bug from the admin header.
2. Review the screenshot that will be attached. Uncheck Attach the screenshot shown above if it contains data that should not be sent.
3. Describe what happened using visible labels and status text.
4. Include recent console logs and RPC errors only when appropriate; they are optional.
5. Add short Steps to Reproduce using the smallest non-destructive sequence.
6. Choose the Severity, review every field, and select Send Report only when the evidence is safe.

Related guides

• Sign in and tour the admin
• Find anything with the command palette
• Roles and access at a glance
• Preview, publish, unpublish, and discard changes
• Back up and restore your site
• Report a problem effectively