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Troubleshooting System Checker
Troubleshooting System Checker

System Check failing? Let's get you unstuck.

Trackカスタマーサクセスチーム avatar
Written by Trackカスタマーサクセスチーム
Updated over a week ago

We will explain in the following order:

  1. Your local environment

  2. Your network connection

  3. Still no luck?

1. Your local environment

1) Operating System

Make sure you are using one of the following OS:

  • Windows

  • MacOS

  • Linux

Update your OS if it is outdated.

2) Supported browsers

Make sure you are using one of the following browsers:

  • Google Chrome

  • Firefox

  • Safari

  • Microsoft Edge

Update your browser if it is outdated.

3) Browser configuration

Make sure your browser is enabling the following:

  • Cookies

  • Web storage

2. Your network Connection

【Investigating the cause】

API server

Check if you have access to the API server by opening this link in your browser:

If you see something like this, it means you have access.

(If you could not, please move on to 【Solving the issue】section below.)

Test server

Check if you have access to the Test server by opening this link in your browser:

If you see something like this, it means you have access.

(If you could not, please move on to 【Solving the issue】section below.)

Content server

Check if you have access to the Content server by opening this link in your browser:

If you were able to download a “ping” file with a “good luck” message inside, it means you have access.

(If you could not, please move on to 【Solving the issue】section below.)

WebSocket

Check if you have access to WebSocket by opening this link in your browser:

If you see something like this, it means you have access.

If you can’t, contact your system administrator and ask if they have access to this link:

wss://track-prod.orca.run/socket

wss://track-prod-frontend.orca.run/socket

(If you could not, please move on to 【Solving the issue】section below.)

【Solving the issue】

1) Try switching to a different network

If it is impossible switch to another network, or you tried but the issue continues,

please wait 30 seconds and then reload.

please try step 2) :

2) Configure your network settings

Check the following to see if it is blocking the connection:

  • Your firewall

  • Your proxy server

  • Your preinstalled antivirus software

  • Your browser extensions (For example: Ad blocker)

Contact your system administrator if you need help for this step.

Add the following to the white list.

  • .tracks.run (auth, accounts)

  • .auth0.com (cdn)

  • .cloudflare.com (cdnjs)

  • .bootstrapcdn.com (maxcdn)

  • .train.tracks.run

  • .orca.run

  • .s3-ap-northeast-1.amazonaws.com

  • .s3.ap-northeast-1.amazonaws.com

  • .googleapis.com

  • .googletagmanager.com

  • .gstatic.com

  • .google-analytics.com

  • .intercom.io

  • .intercomcdn.com

  • .hotjar.com

  • .akamaized.net

  • .cloudinary.com

  • .satismeter.com

3) Using a different browser or private mode

If you do not want to change the settings, please try using a different browser or private mode, as the problem may be caused by your network or browser settings or plug-ins.

3. Still no luck?

Please go through the following steps:

  • Open your dev tools:

  • Open the Console tab:

  • Refresh the page and take a screenshot 📷✨
    (In the case of an error, take an expanded version of the error so that you can see what the error is)

  • Open the Network tab:

  • Refresh the page and take a screenshot 📷✨:

  • Right clicking any request and then saving as HAR(Save all as Har with content).

  • Check if the same issue occurs in https://app.tracks.run/tutorial

Finally, please contact our support team with:

  1. The results after checking if the same issue occurs in https://app.tracks.run/tutorial

  2. Screenshots 📷✨of your Console tab & Network tab

  3. Details about any network issues you’re aware of

  4. HAR file

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