Problem Summary

You've made changes to your website content through the CMS, but these changes are not appearing for public visitors to your site, even after waiting several hours or days.

Common Symptoms

If you're experiencing this issue, you may notice one or more of the following:

Content Publication Issues

  • Changes visible when logged in but not showing for public users
  • Content updates not appearing after 12+ hours of waiting
  • Published pages showing old content to visitors
  • New content appearing in CMS but not on the live site

⏰ Timing Patterns

  • Changes that normally appear within 30 minutes are taking days
  • Extended delays in content publication (up to 7 days)
  • Urgent updates not going live when needed

Multiple Pages Affected

  • Several pages on your site showing the same issue
  • Whole sections of content not updating
  • Site-wide content delays rather than isolated page issues

Sites Most Commonly Affected

This issue typically affects:

  • GovCMS SaaS websites (sites ending in .govcms.gov.au)
  • GovCMS PaaS websites (custom domain sites hosted on GovCMS platform)
  • Government agency websites using Akamai content delivery
  • Sites that recently received GovCMS platform notifications about maintenance

When This Issue Occurs

You might experience these symptoms:

  • After GovCMS platform maintenance or database migrations
  • Following recent platform notifications from GovCMS
  • When multiple sites from your agency are affected simultaneously
  • During periods when other government sites report similar issues

What You Can Expect

Timeline for Resolution

  • Immediate assessment of your specific site and content issues
  • Platform-level investigation to identify cache configuration problems
  • Manual intervention to clear affected content from cache systems
  • Verification that your content updates are appearing correctly

Our Investigation Process

Our technical team will:

  1. Review your specific URLs showing delayed content
  2. Check cache configuration settings for your site
  3. Coordinate with GovCMS platform if needed for cache management
  4. Test content visibility for both authenticated and public users
  5. Implement appropriate solutions to restore normal content publication timing

How to Report This Issue

When contacting support about content publication delays, please include:

Essential Information

  • Specific page URLs where changes aren't appearing
  • Description of content changes you made
  • Time and date when you published the changes
  • Business impact if content delays affect critical information

Additional Helpful Details

  • Screenshots showing the difference between what you see logged in vs. as a public user
  • Any recent GovCMS notifications you received about platform changes
  • Other pages or sites you manage that might be affected
  • Urgency level for getting content updates live

Prevention

While this issue is typically caused by platform-level changes beyond your control:

  • Report delays immediately rather than waiting to see if they resolve
  • Keep records of when you publish important content changes
  • Subscribe to GovCMS notifications to be aware of planned maintenance
  • Test content visibility in an incognito/private browser window after making changes

Need immediate assistance?

Contact our support team with the specific URLs and content changes affected, and we'll prioritise resolution of content publication delays.