Prepare safe support information

A useful support report identifies the failing layer and supplies reproducible, sanitized evidence. It never needs a license key, login cookie, credential, or private response body.

Describe the environment

Include:

• POM Cache version;
• WordPress and PHP versions;
• single-site or multisite;
• Apache and, when relevant, CDN provider;
• whether the issue is production or staging;
• relevant theme or integration name and version;
• whether the affected route is HTML, progressive JSON, media/WebP, or more than one.

Do not include database credentials, cloud account IDs, private distribution identifiers, or unnecessary absolute paths.

Provide exact reproduction steps

Write a numbered sequence beginning from a clean state. For example:

1. Open the sanitized public URL in a private window.
2. Request it twice.
3. Edit a named public field.
4. Use the specified cache action.
5. Reload the origin and then the public hostname.
6. Observe the old value in the progressive JSON response.

State the expected and actual result separately.

If the real URL contains personal or confidential identifiers, reproduce on a public test route or redact only the sensitive segment while preserving the URL structure.

Capture safe POM Cache state

Include:

• relevant General-tab switches as on/off values;
• WordPress configuration status rows as OK or Needs manual change;
• HTML and JSON file counts and aggregate sizes;
• which manual clear action was used;
• whether Fix Configuration completed;
• whether optional Apache rules are deployed;
• whether the origin differs from the CDN response.

If a path mismatch matters, share a redacted structural form rather than a private full server path.

Capture request evidence

For the affected request, include:

• sanitized URL;
• method;
• status;
• content type and response size;
• X-POM-Cache;
• X-POM-Progressive-Archive-Cache;
• non-sensitive CDN status and age headers;
• whether the client was anonymous or authenticated;
• whether a query string was present;
• a redacted list of cookie types, not cookie values.

Do not publish Cookie, Set-Cookie, Authorization, signed URLs, nonces, tokens, or the response body when it contains private content.

Logs

Provide a narrow timestamped excerpt that covers the single reproduction. Redact:

• license keys;
• passwords and API keys;
• email addresses and personal data;
• cookies, sessions, and authorization headers;
• signed query strings;
• private filesystem locations when not essential;
• unrelated requests.

Do not upload an entire production log or database export.

A concise report template

Summary:
Expected:
Actual:

Environment:
- POM Cache:
- WordPress / PHP:
- Single-site or multisite:
- Web server / CDN:

Affected representation:
- HTML / JSON / Apache / CDN / WebP:
- Sanitized URL:

Steps:
1.
2.
3.

Evidence:
- WordPress configuration status:
- HTML count and size:
- JSON count and size:
- Response status and safe cache headers:
- Origin result:
- CDN result:

Changes already attempted:

If the report concerns suspected private-content leakage, do not use a normal public support channel. Follow Check for logged-in content leakage, contain the issue, and use the designated private security process.