Our Technical Support team strives to solve your tickets as quickly as possible. Below is list of common questions our team asks when a support ticket is opened and having this documentation (and other data points, as necessary) in hand will help our team get to the root cause of your issue(s) in a more timely, efficient manner.
Slow lab or connection issue? Please have the users try the following before you submit a ticket
Important: If the lab is being run through a managed network, Port 443 must be open for inbound/outbound traffic.
No VPNs, hotspots or proxys should be used.
- Use F5 to refresh your browser. Use the Refresh Display command from the Display menu.
- Ensure a hardwired connection is being used. Wireless routers have been known to cause issues in the lab environments.
- Turn off any anti-virus programs as these have been known to interrupt labs.
- Save and Close; Resume the saved lab.
- Attempt to connect to the lab from a different network/location and/or different computer.
In certain cases, you may need to Cancel and Re-Launch a brand-new Lab. Any work done will be lost.
When submitting a ticket, please provide the following information for all issues
- Lab instance IDs for affected users (this can be found on the Help tab of the Instructions pane)
- Verification of how many users are affected
Information needed for performance issues (ie: slow labs)
- Are the affected users in the same physical location or are they all working remotely?
- Are users connecting to the lab through a corporate VPN or proxy?
- Are users on a managed network?
- Is the screen going black and displaying a reconnect message?
- Is the performance monitor topping out randomly or during a specific step?
- Is a specific VM acting slower than others?
Information needed for lab content issues
- Step number
- Expected results
- Error screenshots