Before Contacting Support

If you are having trouble reaching your site, confirm that there is no problem with your internet connection, such as latency or line drops. If you are receiving messages in your browser that your site is unavailable, contact support.

If you or your user(s) are experiencing a problem, providing answers to the following questions in your support request will allow us to quickly address your issue.

Required Information

The following information must be provided when submitting a request for support.

• Browser type (Chrome, Firefox, etc.)
• Browser version
• Operating system (Windows, Mac, iPhone, etc.)
• Operating system version

Requested Information

The following information is not required to submit a support request but providing it typically results in a much faster resolution of your issue.

• Has the user tried another type browser or a later version of their current desktop and/or mobile browser?
• Has anyone performed the brief but essential browser maintenance or settings changes detailed in the document found in the “Critical Information About Your Browser” link found at the lower-left corner of your file transfer site?
• What is the geographical location of the user(s) and the name of the ISP? Internet outages and routing problems in specific geographical regions, for certain ISPs, can be the source of the user's problem and we have resources to possibly provide detailed outage information.
• Is the user having the same problem when they use another computer, either at the same location or another location?
• Are there any other users experiencing the same problem? Are they at the same or different location(s)?
• Is any other user able to use the feature as expected?
• Has there been any recent changes to the user's network (firewall, routers) at their location? What about their computer, has it recently been updated or is it newly installed?