Overview
This article covers what to do if you are experiencing issues with the Search Atlas plugin installation or with your site's knowledge base coverage setup. If you are running into a problem in either of these areas, the steps below explain how to escalate efficiently so our team can resolve it quickly.
What This Issue Involves
Customers reaching out about this topic typically encounter one or more of the following:
- Difficulty installing or activating the Search Atlas plugin on their site
- The plugin not connecting correctly to their Search Atlas account or project
- Redirect rules not behaving as expected after plugin setup
- A knowledge base coverage score that is not improving or appears lower than expected
- Pages that appear missing or uncrawled within their project
What to Have Ready Before Contacting Support
Because plugin installation and knowledge base coverage issues often require our team to review your specific project configuration directly, the fastest path to resolution is to reach out with the following information prepared:
- Your project name or the domain associated with the affected site
- A description of the specific symptom you are seeing (e.g., plugin not activating, coverage score not updating, redirects not working)
- Any exact error messages displayed on your screen, copied verbatim
- The timestamp of when the issue first occurred or was last observed
- Screenshots of the problem if available, as these help our team identify the issue faster
Having these details ready when you contact support allows our team to investigate your account and project settings directly and provide a resolution without unnecessary back-and-forth.
Next Steps
If you are experiencing any of the issues described above, please reach out to our support team so we can look into your account and guide you through the correct setup for your specific configuration.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.