Optimizely: Troubleshooting actions


If the XTM Connect – Optimizely plugin does not work correctly, and you cannot resolve the issues involved yourself, you will naturally want to submit an request for help to the XTM International Support team. However, before you do so, there are a couple of actions that you can perform to facilitate the issue resolution process. Since the XTM Connect – Optimizely plugin is installed and then configured directly on the Optimizely CMS environment, you have access to such things as connector logs and configuration files.

Depending on the details of your issue, performing one of the actions described below will be preferable to performing one of the others, but we generally recommend that you perform all these actions.

Troubleshooting actions: specifics

As already mentioned, there are three actions that you can take to facilitate the XTM International Support team issue resolution process.

XTM.config file

The XTM.config file contains most of the connector-related configuration settings. There is a separate article that describes this file in detail. To learn about its possible location within your file system, and contents, please read this article: Optimizely: XTM.config file.

Append the entire file to the issue request or provide a screenshot of its contents. This will speed up the process of resolving issues with

  • languages/language mappings.

  • content that is sent off for translation in XTM Cloud.

  • illegal characters in XTM projects.


Like the vast majority of content management systems (CMSes), the Optimizely CMS has its own logs. As far as the connector-related logs are concerned, they do not only appear on the XTM system side but are also stored with the CMS logs.

The log files containing the CMS logs are mainly stored in the App_Data folder.


Keep in mind that the path to the App_Data folder might vary from environment to environment, depending on the structure of a particular Optimizely instance.

The sample path might look like this: /opt/Foundation/src/Foundation/App_Data.

In the folder, the names of the log files that we are interested in start with “log“.

bash-4.2$ ls blobs GeoLite2-City-Locations-en.csv log20230803.txt log20230830.txt log20230929.txt log20231009.txt log20231023.txt markets.xml ShippingMethods.xml Customers.xml GeoLite2-City.mmdb log20230804.txt log20230908.txt log20231002.txt log20231010.txt log20231024.txt Orders.xml Taxes.csv Foundation log20230720.txt log20230817.txt log20230911.txt log20231003.txt log20231011.txt log20231025.txt PaymentMethods.xml warehouses.xml foundation.Optimizelydata log20230721.txt log20230818.txt log20230913.txt log20231004.txt log20231017.txt log20231026.txt promotions.xml Foundation_Fashion.zip log20230724.txt log20230821.txt log20230919.txt log20231006.txt log20231019.txt log20231027.txt SearchIndex single log file

The name of a single file consists of “log“ and the date and time of its creation. For instance, the log20230720.txt file name tells us that it contains logs up to 20th July 2023. Depending on the log rotation set up on your Optimizely environment, the frequency at which these files are created might vary.

For issue resolution purposes, make sure that you identify this log file and attach it to your issue request. This log file contains logs relating to the occurrence of an unsuccessful event that is the subject matter of your issue request.

Data export

The Optimizely CMS offers a great deal of versatility when it comes to exporting the content from a particular Optimizely environment and importing it back. Very often, during the issue resolution process, if your problem concerns submission of your specific content to XTM Cloud, or its translation there, within your Optimizely environment, the XTM International Support team might ask you to export that particular problematic content and provide it to them for further investigation. We highly recommend that you always send us your content with your help request.

To do so, in the CMS, go to Admin → ToolsExport Data, select the relevant content and export it by clicking the Export button.