How to Troubleshoot Common Technical Issues
How to Troubleshoot Common Technical Issues
If you're experiencing technical issues with our services, here are some common troubleshooting steps to help you resolve them:
-
Check Service Status
Before troubleshooting, it’s important to verify if the issue is on your end or related to a wider network problem. Start by checking the status of our services on our website or through the customer portal to see if there are any known outages. -
Check Your Network Connection
Ensure that your local network is functioning properly. You can try the following:- Restart your router and modem.
- Connect directly via Ethernet cable to bypass any Wi-Fi issues.
- Check for any ongoing network maintenance or downtime in your area.
-
Run a Network Diagnostic (MTR)
To investigate network issues, use the MTR tool, which combines ping and traceroute to help pinpoint where the issue may lie. Follow these steps:- Open a terminal (Command Prompt or Terminal app).
- Run the following command:
mtr <hostname or IP address>
This will show you the route your data takes and any latency or packet loss along the way.
-
Verify Your DNS Settings
If you're having trouble accessing websites or services, there may be an issue with your DNS settings. Try using Google DNS (8.8.8.8 and 8.8.4.4) or Cloudflare DNS (1.1.1.1) to see if that resolves the issue. -
Clear Browser Cache and Cookies
If you're encountering website or service issues, try clearing your browser's cache and cookies. This can resolve issues caused by outdated or corrupted data. -
Check for Firewall or Security Software Interference
Firewalls, antivirus programs, or other security software may block connections to our services. Try temporarily disabling these programs and see if the issue is resolved. -
Contact Our Support Team
If the issue persists after completing the troubleshooting steps above, please reach out to our support team. Provide as much information as possible, including:- A description of the issue
- Any error messages you’ve received
- MTR or traceroute results (if applicable)
- Any steps you’ve already taken to troubleshoot
We’ll assist you in diagnosing and resolving the issue quickly.