Error pages are fallback pages that appear when a reader encounters a broken, restricted, or unauthorized URL on your knowledge base site. Instead of showing a generic browser error, Document360 lets you display a branded, informative page that guides readers to the right place with clear next steps.
Document360 supports four error pages, each triggered by a specific situation:
| Error page | When it appears |
|---|---|
| 404 | A reader tries to access a URL that does not exist - for example, a deleted or broken link |
| Access denied | A reader is logged in but does not have permission to view specific content |
| Unauthorized | A reader is not authenticated - they are not logged in or their session has expired - and attempts to access a private or restricted page |
| IP restriction | A reader tries to access the knowledge base from an IP address that is outside the allowed range |
Once you configure a custom error page, you cannot revert to the default static page. It is recommended to create custom error pages to enhance the reader experience.
When to customize error pages
Customize your error pages when you want readers to have a consistent, branded experience regardless of how they arrived at a dead end. Common situations where this matters:
- You have recently restructured content, deleted articles, or changed slugs — readers may hit 404s from bookmarks or external links.
- Your knowledge base uses Private or Mixed access — readers will encounter the Access denied or Unauthorized pages when they lack the right permissions or are not logged in.
- You have IP restrictions configured — readers outside the allowed range will see the IP restriction page and need clear guidance on what to do next.
- You want all error states to reflect your brand rather than showing a generic browser error to your readers.
How to access error page settings
- Navigate to Settings () > Knowledge base site in the left navigation bar of the Knowledge base portal.
- In the left navigation pane, navigate to Site customization.
- Click the Customize site button.
- From the left dropdown, select the desired error page — 404, Access denied, Unauthorized, or IP restriction.
- Customize using Basic style or Custom style. For detailed steps, see 404 page, Access denied page, Unauthorized page, or IP restriction page.
How to save and publish
- Use the Preview toggle on the right to review your changes.
- Click Save to save your changes.
- Click Publish to make changes live.
FAQ
Can I upload images from my local storage for error page design?
Yes. You can import images from your Drive or local storage when customizing any error page.
Why are the Access denied and Unauthorized error pages unavailable for my project?
These error pages are only available for Private or Mixed access projects. If your knowledge base is public, these pages will not be shown to readers and cannot be configured.
Can I add video or GIF elements to the error page design?
Yes. You can add screen GIFs and video elements to the error page design using the Custom style option.
Is it possible to switch back to the default static page after configuring an error page?
No. Once you configure a custom error page, you cannot revert to the default static page.