Introduction

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

Guidelines

A connection problem between the device and XTM server may result in some requests not getting a response from the server. As was remarked in the previous section, such problems might usually be caused by internet issues on users' 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 all the steps you can follow in order to troubleshoot your issue.

Basic check-up

Perform basic check-up actions on your device as well as the Internet browser:

• Clear your browser's cache (please, click here for help);

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

• Try accessing XTM in the private (incognito) mode (please, click here for help);

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

• If you are connected wireless, check if connecting your Internet via cable helps or reset your router;

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

Browser’s developer tools

If the above actions still did not avert the problem, please, check your browser’s developer tools during the occurrence of the issue to search for any persisting error messages in your console. Please, get familiarized with 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 developer tools, another way of tracking the connectivity issues is to utilize the tracert function on your devise to troubleshoot the issue. Please, see below a step-by-step guideline of how to use it for certain operating systems.

Windows: How to use TRACERT on Windows

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

Where your usual command would look like in the following 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 Support team for further analysis along with information about a country or geographical region a given 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 (on premise) clients who manage the entire server and all of its resources on their own (please, click here for more information).

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

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

What to include in the ticket on server performance issues?

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

• Internet browser you are using for your work in XTM (Google Chrome, Mozilla Firefox, etc.) and its exact version → please, click here 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 portable version: ScreenToGif.);

• Name of the user who experienced it;

• Date and time of the issue occurrence;

• Confirmation if the problem is only specific in Workbench (if so, please, click here for more information);

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