Connectivity Troubleshooting Guide
Last Updated -
Whenever there is a site outage or general latency, you are normally notified within minutes via Twitter or email of the event by the Desk.com support team. If you have not received any notification but are experiencing an issue, you should always contact Desk.com Support.
If you are experiencing slowness, sluggishness, or general connectivity problems when using Desk, there are a few steps you can take to provide the Desk.com support team with as much data as possible, to isolate the issue in a timely fashion.
Below is a list of things to do prior to calling Desk.com for support on these types of issues.
Did you check your Twitter or Email account for the notification?
If you have signed up for Twitter or email Notifications, you will be informed of any site outages via these channels. You don’t need to contact support, you will be informed at the beginning and end of the outage.
To Subscribe to Twitter notifications, follow the @Desk account:
Did you check the Desk.com Status site?
The Desk.com Status site will provide you with valuable information about down times both currently and historically.
Collect any screen shots or log entries for errors that you see on screen.
Providing screen shots of your error can provide a wealth of valuable information to help the Desk.com support team assist you in diagnosing the root cause.
When did the issue start occurring?
Providing the Desk.com support team with the rough estimate of the start time of the issue will be extremely helpful. Don’t forget to mention what time zone that you are referencing.
Did you check the Amazon Reachability site?
Since our servers are hosted at Amazon, they have provided a tool to check the status on reaching each of the Amazon data centers throughout the world. http://ec2-reachability.amazonaws.com/
The US West 1 group is where the Desk.com servers are located, and you should see all Green in that group. If any the sites show up as anything other than a green circle with a check mark, or the word "Test", please send us a screen shot.
Do all of your users experience the same behavior?
If it is just a single user-
If it is just one user experiencing the issue, then it is more than likely an issue that is isolated to that user’s network connection or computer.
1. Does the same thing happen when using a different browser?
2. Does the same thing happen when using a different computer?
3. Does the same thing happen from a different location?
If it is a small group of users or all users-
If it’s a small group of users experiencing the issue, then you should try to find a correlation/pattern between the users that are having the issue vs. the users that are not.
1. Are all affected users in the same geographical location?
2. Are all affected users on the same network?
3. Are all affected users using the same browser?
4. Have you consulted with your internal IT team to troubleshoot the issue?
What did your internal IT team say?
In many cases, the root cause of these kinds of issues are explainable internally within your company.
1. Is there any network maintenance or known issues that are occurring within your company's IT department at this time?
2. Did you or your IT staff run a trace route or some kind of Network Diagnostic tool? What were the results?
3. Did you or your IT staff contact your ISP to see if there are any issues going on that could be causing this behavior?
4. Are any other services having issues such as email, internet, etc…
Connectivity issues can be challenging to isolate and resolve, however taking these steps will ensure that your issue is identified and resolved as quickly as possible.