Difference between revisions of "Troubleshooting with website availability and performance"

Revision as of 16:42, 6 January 2022

Note: This page is not completed yet. Some information may be missing or outdated.

This is an instruction on what should be done if the system does not seem to be working properly.

It includes cases when pages load unusually slow, do not load at all etc.

Please make sure you read this instruction before contacting the support team.

The information to provide for support team

1. Screenshots

First of all, please make sure you provide enough details for the support team to be able to help you. The best way to describe the issue is by providing screenshots in addition to the explanation.

Note: please keep the URLs of the pages on the screenshots. URLs contain important information.

2. Is the problem local or global?

In many cases, issues come up locally.

Please any/both of the following resources to check if the problem is local:

1. site24x7.com

Paste "https://cloud.protemos.com" in the "Website name" field. Press "Test now".

Send us the screenshot of the results:

2. downforeveryoneorjustme.com

Using the link above, you can check whether the website is available globally. If yes, you will see the following result:

3. Do you use a virtual private network (VPN)?

4. Website certificate

Alternative solution

The fastest way to investigate the issue is by accessing your local computer screen.

It can be done using a remote access solution like TeamViewer or by sharing your screen during a Skype/Zoom call.

Whom should I contact best?

The best way to receive a quick reply is to contact us at support@protemos.com as in this case, all our support team will be notified.