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Connectivity Issues

Troubleshoot network and connection problems with DZDESK.

Connection Problems​

Cannot Access DZDESK​

Symptoms:

  • Page won't load
  • "Cannot reach site" error
  • Timeout errors

Diagnosis Steps:

  1. Check your internet

    • Try other websites
    • Check network status

  2. Check DZDESK status

    • Visit status page (if available)
    • Check for announcements

  3. Try different network

    • Mobile hotspot
    • Different WiFi

  4. Check firewall/proxy

    • Corporate firewall may block
    • VPN may interfere

Solutions:

  1. Restart your network connection
  2. Clear DNS cache
  3. Try direct connection (no VPN)
  4. Contact IT if corporate network

Intermittent Connection​

Symptoms:

  • Works sometimes, not others
  • Random disconnections
  • Slow then fast

Diagnosis Steps:

  1. Check network stability

    • Run continuous ping
    • Monitor connection

  2. Check browser

    • Try different browser
    • Disable extensions

  3. Check other applications

    • Same issue elsewhere?

Solutions:

  1. Restart browser
  2. Restart router/modem
  3. Use wired connection
  4. Contact ISP if persistent

API Connection Issues​

API Requests Failing​

Symptoms:

  • API calls timeout
  • Connection refused
  • SSL errors

Diagnosis Steps:

  1. Verify endpoint URL

    https://api.dzdesk.com/v1/

  2. Check authentication

    • Valid API key?
    • Token expired?

  3. Test with curl

    curl -v https://api.dzdesk.com/v1/me \
      -H "Authorization: Bearer YOUR_TOKEN"

  4. Check SSL certificate

    • Certificate valid?
    • Not expired?

Solutions:

  1. Verify API URL
  2. Refresh authentication token
  3. Check firewall rules
  4. Verify SSL/TLS settings

Rate Limiting​

Symptoms:

  • HTTP 429 errors
  • "Too many requests"
  • Temporary blocks

Solutions:

  1. Implement backoff strategy
  2. Reduce request frequency
  3. Cache responses where possible
  4. Contact support for limit increase

SSL/TLS Issues​

Certificate Errors​

Symptoms:

  • "Your connection is not private"
  • Certificate warnings
  • SSL handshake failed

Common Causes:

  1. Clock sync issue

    • Computer time wrong

  2. Corporate inspection

    • SSL interception

  3. Outdated browser

    • Old TLS versions

Solutions:

  1. Sync system clock
  2. Install corporate certificate
  3. Update browser
  4. Check with IT department

TLS Version Issues​

DZDESK requires:

  • TLS 1.2 minimum
  • TLS 1.3 preferred

If using old systems:

  • Update browser
  • Update operating system
  • Check client library versions

Corporate Network Issues​

Firewall Blocking​

Symptoms:

  • Works outside office
  • Blocked at work
  • Filtered content

Required Access:

DomainPortPurpose
app.dzdesk.com443Web application
api.dzdesk.com443API access
*.dzdesk.com443All services

Solutions:

  1. Request firewall exception
  2. Provide domain list to IT
  3. Test from different network

Proxy Issues​

Symptoms:

  • Works without proxy
  • Fails through proxy
  • Authentication issues

Solutions:

  1. Configure proxy settings
  2. Whitelist DZDESK domains
  3. Use proxy authentication if required
  4. Contact network admin

WebSocket Issues​

Real-Time Updates Failing​

Symptoms:

  • Notifications delayed
  • Updates not appearing
  • Manual refresh required

Diagnosis:

  1. Check browser console for WebSocket errors
  2. Verify WebSocket not blocked
  3. Check proxy WebSocket support

Solutions:

  1. Enable WebSocket in firewall
  2. Configure proxy for WebSocket
  3. Fall back to polling (automatic)

Mobile Connectivity​

Mobile App/Browser Issues​

Symptoms:

  • Works on WiFi, not mobile
  • Slow on cellular
  • Frequent disconnections

Solutions:

  1. Check cellular data enabled
  2. Try stronger signal area
  3. Disable data saver mode
  4. Clear mobile browser cache

Diagnostic Tools​

Network Testing​

Ping test:

ping api.dzdesk.com

DNS test:

nslookup api.dzdesk.com

HTTPS test:

curl -I https://api.dzdesk.com

Browser Tools​

  1. Open Developer Tools (F12)
  2. Go to Network tab
  3. Look for failed requests
  4. Check error details

When to Contact Support​

Contact support if:

  • Issue persists after troubleshooting
  • Affects multiple users
  • Started suddenly
  • Error messages unclear

Provide:

  • Error messages/screenshots
  • Network environment details
  • When issue started
  • Steps already tried