Introduction

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Introduction

You might sometimes encounter different problems with the connection to and/or performance of the XTM Cloud platform. The reason for such type of problems may problems of this type might vary, depending on the client himself, his client geographical location, the way he is connecting the client connects to the Internet and the overall stability of the latterInternet itself, etc. Therefore, this does not necessarily mean that the issue is always on the XTM Cloud side , so prior to raising so, before creating a ticket to the XTM International Support team, it is first highly recommended to we highly recommend that you first check the user’s end environment in order to make sure that no foibles issues are present there.

Note
IMPORTANT! Keep in mind that the basic troubleshooting should also be done when a single XTM component is not working; for example, the TM module. (TM tab Image Added

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Guidelines

A connection problem between the device and XTM Cloud server may result in might prevent some requests not from getting a response from the server. As was remarked mentioned in the previous section, such problems might usually be caused by internet issues on users' Internet issues at the user end or more by global network issues. Also, in most cases, such issues are just temporary and the user can work after a while.

Below are listed you will find a list of all the steps you can follow in order to troubleshoot your issue.

Basic check-up

Perform basic check-up actions First perform basic checks on your device as well as and on the Internet browser:

• Clear your browser’s cache (see Clear your web browser's cache (please, click here , cookies, and history for help);,

• Try another browser to see if the issue also persists there;,

• Try accessing XTM Cloud in the private (incognitoIncognito) mode (please, click here see How to turn on Incognito Mode for help);,

• Try running your browser without plugins and/or extensions;,

• If you are connected using a wireless connection, check if connecting your Internet via to the Internet using a network cable helps or reset your router;,

• Check your proxy or and firewall settings (please, click here for help).

Browser’s developer tools

If the above actions still did not avert these steps do not resolve the problem, please, check your browser’s open your browser's developer tools during while the occurrence of the issue is occurring to search for any persisting error messages in your console. Please, get familiarized with We recommend that you read the following article, for help: How to use browser's developer tools?. You will then need to provide us with the results.

Tracert

Similarly to the browser’s browser's developer tools, another way of tracking the connectivity issues is to utilize use the tracert function on your devise device to troubleshoot the issue. Please, see See below a step-by-step guideline of how to use using it for certain particular operating systems.

Windows: How to use TRACERT on Windows

Linux & Mac: How to use TRACERT on Linux/Mac

Where See what your usual command would look like in the following this example:

• tracert www.xtm-cloud.com

• tracert xtm-cloud.com

… the output of the above-mentioned command should be saved on a screenshot and sent to the XTM International Support team for further analysis along with information about a country or geographical region a given particular user hails from.

Server-wide issues

Sometimes the issue does not persist to one user only but it occurs across all the users residing in a particular server. This usually happens for suite occurs in the case of Suite (on-premise) clients who manage the entire server and all of its resources on their own (please, click here see Public Cloud, Private Cloud, Suite – server differences for more information).

If this is the case, please, reach out to contact your fellow colleagues and/or project managers, and, above all, to your IT management to inform them about any potential server’s temporary server’ performance issues, or, if the problem is already well-known, be advised on further stepstold what you should do next.

On the other hand, if the issue is persisting on the Cloud or PVC server, please, do not hesitate to raise create a proper suitable ticket to for the XTM International Support team and detail all the relevant information.

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What to include in the ticket on server performance issues

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Before raising a ticket to the XTM International Support team

on

, reporting server performance issues,

please,

make sure that all the steps detailed in the previous section have been

duly

followed and confirmed!

If the issue has been confirmed as not lie lying on the client’s client's side, please, put forward create a support ticket to for the XTM International Support team that lays out provides the following information:

• Internet browser you are using for your work in XTM Cloud (Google Chrome, Mozilla Firefox, etc.) and its exact version → please, click here see How to find the version of an Internet browser for help;,

• URL you are using to log in to the XTM platform;,

• Company name you are using to log in to the XTM platform;,

• Any examples of this behavior, e.g screenshots, video recording. (We highly recommend using ScreenToGif tool for recording the screen and saving it as a GIF file or video. It is complimentary in its The portable version is free to use: ScreenToGif.);,

• Name of the user who experienced it;,

• Date and time of the issue occurrence;,

• Confirmation if the problem is only specific in XTM Workbench (if so, please, click here see XTM Workbench – most common issues & troubleshooting for more information);,

• Confirmation if the affected users are using API or logging in from the the XTM Cloud UI only.