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| | </div> <div class="mw-parser-output"><div class="mw-parser-output"><div class="mw-parser-output"><div class="mw-parser-output"><div class="mw-parser-output"> </div> </div> </div> </div> </div> </div></div> | | </div> <div class="mw-parser-output"><div class="mw-parser-output"><div class="mw-parser-output"><div class="mw-parser-output"><div class="mw-parser-output"> </div> </div> </div> </div> </div> </div></div> |
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| − | = <span style="color:#e74c3c;">Troubleshooting</span> =
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| − | When troubleshooting there are a few things you can do from your end.
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| − | Check the Internet, Device, and Browser.
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| − | <div class="mw-parser-output"><div class="mw-parser-output"><div class="mw-parser-output"><div class="mw-parser-output"><div class="mw-parser-output">
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| − | == Internet ==
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| − | Check internet connection and speed. www.Speedtest.net - Speed should be 40+ mbps Download speed Try a different network. If you are on your normal internet try to use a hotspot that is using data (3g or better) not wifi and see if the challenge continues.
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| − | If you are having issues all of the sudden being able to use ThermoGrid use a device that is not connected to your company network. One way to do this is use a smartphone or tablet that has wifi off. From here try to login into TG, if the device can access TG but the devices on your company wifi or network cannot then you need to contact your internet provider and let them know the situation. They may need to white list TG so you can access again.
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| − | </div>
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| − | == Device ==
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| − | Do you have the same issue on a different device?
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| − | Check mobile vs desktop as well.
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| − | <div class="mw-parser-output"><div class="mw-parser-output"><div class="mw-parser-output">
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| − | == Browser ==
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| − | Are you using Google Chrome? Use Google Chrome.
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| − | Is the browser up to date? In Chrome click - the 3 dots in the top right of the browser, click - Help, click - About Google Chrome.
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| − | Try a different browser to see if you have the same problem.
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| − | Try to recreate the issue on a different device.
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| − | If you can not recreate the issue on a different device using a different network, see below.
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| − | Challenges:
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| − | *Logo not loading
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| − | *VoIP recordings not loading or playing
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| − | *Can't get to ThermoGRID login site
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| − | *Can't upload/download file, documents, pics
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| − | *Can not process Credit cards or ACH
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| − | If other devices can do this from other networks check DNS.
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| − | Settings>More Tools>Developer Tools>Console
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| − | If you see an error "unable to load" (404) "Name not Resolving" you will need to change your DNS.
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| − | On the device go to network settings>Advanced>+DNS Server
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| − | Use 1.1.1.1 or 8.8.8.8</div>
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| − | <div class="mw-parser-output"><div class="mw-parser-output"> </div> </div> </div>
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| − | == VPN - Notice if you use a VPN ==
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| − | For security reasons, in our recent maintenance window, we started to block web traffic to ThermoGRID from areas outside the US and Canada.
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| − | We are currently only targeting companies in the US and Canada so this shouldn't be a problem for most of our customers. It can however, affect some people in specific circumstances.
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| − | To determine if this will affect you, you can review the following questions:
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| − | 1. Do you plan on using ThermoGRID while traveling outside the US and Canada?
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| − | 1b) No. - This change will not affect you for this scenario.
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| − | 1a) Yes. - You will be affected by this change and will likely not be able to connect to ThermoGRID.
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| − | If you still need to use ThermoGRID while traveling outside the US or Canada, look into getting a VPN or a proxy server that is based in the US or Canada.
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| − | 2. Do you use a VPN while at work?
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| − | 2b) No. - This change will not affect you for this scenario.
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| − | 2a) Yes. - Review question 3.
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| − | 3. Do you connect to a VPN server outside the US or Canada or get proxied through a country outside the US or Canada ?
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| − | 3a) Yes. - You will be affected by this change and will likely not be able to connect to ThermoGRID.
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| − | In your VPN client, try to change locations to one in the US or Canada or switch to another VPN provider.
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| − | 3b) No. - This change will not affect you for this scenario.
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| − | 3c) I'm not sure. - Look at your VPN client and try to locate where you are connected to.
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| − | If it's in the US and/or Canada and ThermoGRID is currently working for you, you should be okay.
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| − | If it's not in the US and/or Canada or you can't currently connect to ThermoGRID, in your VPN client, try to change locations to one in the US or Canada or switch to another VPN provider.
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| − | </div> <div class="mw-parser-output"> </div> </div> </div> </div> </div> </div>
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| | | | |
| | = ThermoGRID Website = | | = ThermoGRID Website = |
