What is the first step you should take before contacting Sitecore Support?

The first step before contacting Sitecore Support is to examine the Sitecore log files for errors and warnings. This action is essential because log files provide critical insight into the application's behavior and can help identify the root cause of issues. By reviewing the logs, you may find specific error messages or warnings that directly relate to the problem you are encountering. This information not only aids in troubleshooting but can also be extremely valuable when articulating the issue to Sitecore Support, enabling them to assist you more efficiently.

While other options are valuable steps in the troubleshooting process, examining log files first allows you to gather concrete evidence of the problem. Self-test diagnostics, reproducing the issue in a clean environment, or searching documentation are all constructive actions, but they may be based on assumptions without first checking the logs, which often contain pertinent information about system failures or misconfigurations that could lead to the issue at hand. By starting with the logs, you ensure that any actions taken afterward are informed and targeted toward the actual problem.