Overview
Catchpoint proactively monitors all Catchpoint nodes and identifies issues 99% of the time prior to impacting clients. However, sometimes a node may experience issues on an individual basis. This article includes information and common troubleshooting tips Catchpoint support agents will benefit from when trying to verify the health of a Catchpoint node. Having this information at the outset will help solve the issue as expediently as possible.
Key Information
Node(s)
. Name
. IP Address - This can be found by clicking on Map link from the main menu of the Catchpoint portal
. City and Internet Service Provider (ISP) - The node's ISP is a part of the node's name.
Diagnostics
. Traceroutes, Instant test, Test diagnostics - Have you run traceroutes, instant tests or other tests to replicate the issue? What was the result?
. Test with looking glass - Have you tried testing from the ISP's looking glass?
. Test on several domains -Is the issue isolated to a specific domain?
.Enable debug options within advanced test settings
Other
. A detailed description of the issue
. Time - Is the issue current or in the past?
. Steps taken to troubleshoot and results - Have you been able to replicate the issue with an instant test?
Ancillary Information
. Division Name - Are you experiencing this issue in a specific division within Catchpoint?
. Test Name and ID - Which tests are experiencing theissue?