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Troubleshooting

When contacting the RapidScale support team, it’s important to have a few pieces of information ready to go. This will help to expedite the resolution for your issue! A few things to get you started:

 

CloudMail (Hosted Exchange)

  • What kind of device are you using?
  • Have you ever used this device before?
  • Is your Exchange showing connected or disconnected?
  • When was the last time you emptied your deleted items or cleaned up your folders?
  • Do you have a .pst created?
  • Have you tried using another browser?
  • Is anyone else experiencing the same problem?

 

CloudOffice

  • Are you using your VDI?
  • Can you get to the internet?
  • Have you logged off recently? This is more effective than disconnecting.
  • Have you checked your bandwidth?
  • Have you tried restarting your desktop? Have you tried using another browser?
  • Do you have multiple sessions open?
  • Have you tried using another device?
  • Are you using wireless or hardline?
  • Is anyone else experiencing the same problem?

 

CloudDesktop

  • What kind of device are you using?
  • Can you reach the internet?
  • Have you checked your bandwidth?
  • Is the printer you are trying to use installed on your local machine?
  • Have you logged off recently? This is more effective than disconnecting.
  • Have you tried restarting your desktop?
  • Do you have multiple sessions open?
  • Have you tried using another device?
  • Are you using wireless or hardline?
  • Is anyone else experiencing the same problem?

 

CloudServer

  • Can you access the virtual server
  • Is your VPN tunnel up?
  • Can you ping the source IP address.