PressKit Troubleshooting
Last updated: February 23, 2026 (America/Los_Angeles)
Applies to version/build: PressKit docs v1 baseline (released February 16, 2026; see changelog for updates)
This page is for operator triage: quick checks, clear boundaries, and what to send to support when you’re stuck.
If you haven’t already, skim Known Limitations. Some “bugs” are just boundaries doing their job.
Operator index
What this page covers
- Common failure signals (public route, publish posture, validation, and install/auth).
- Quick “what to do now” steps before you escalate.
- A support-intake checklist that shortens first-response loops.
Before you escalate
- Confirm you’re in the correct HubSpot portal/account.
- Note whether the portal is default mode or auto-publish mode (
epk.autoPublishByDefault). - If the issue involves public visibility, copy the public URL from the Company record card (don’t hand-type it).
- Capture a timestamp with timezone and any visible error text.
Boundaries (quick reminders)
- Default mode: public pages render
publishedrecords only; draft and missing records return not found. - Auto-publish mode (irreversible): treat pages as publicly accessible by default (including empty profiles); publish/unpublish controls may be disabled.
- Public route contract is
/epk/:portalId/:publicId; legacy/epk/:publicIdreturns404. - Password-protected public links are not supported in v1.
Common signals and what to do
| Signal string / condition | What to do now |
|---|---|
Public page returns 404 on /epk/:portalId/:publicId | If auto-publish is OFF, confirm profile is published and URL uses the correct portalId + publicId pair. If auto-publish is ON, a 404 usually means you have the wrong URL—open the Company record and use Open Public Page / Copy PressKit URL from the PressKit card. |
| Publish/unpublish controls missing in PressKit Editor | Check portal settings. When epk.autoPublishByDefault is enabled (irreversible), per-record publish toggling may be disabled and pages should be treated as publicly accessible by default. |
| PressKit Editor shows an expired-session screen | Return to the Company record, click Prepare PressKit Editor Link again, then reopen the editor. Include a timestamp/timezone in support intake. |
Required-field validation for Artist Name | Populate Artist Name, save changes, and retry publish (when per-record publishing is enabled). |
Required-field validation for Description | Populate Description, save changes, and retry publish (when per-record publishing is enabled). |
Video link rejected (http:// or invalid URL format) | Use HTTPS video URLs only and retry save/publish. |
| Media upload rejected by validation | Verify file type and size fit current media-limit/MIME guardrails. |
| PressKit card not visible on Company record | Confirm app is installed in that portal and the Company record tab/sidebar surface is available. |
| Install authorization failure | Re-run install authorization and confirm the onboarding page opens successfully. |
What to include in support intake
- Portal ID
- Company record URL
- Public route tested (if publish-route issue)
- Expected behavior vs actual behavior
- Timestamp with timezone
- Screenshots of validation or route response (and any visible
requestId/ error code)
If escalation is needed, contact support with the above checklist.