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Update your OS if it is outdated.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:

https://app.tracks.run/api/health

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:

https://track-prod.orca.run/api/health

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:

https://track-contents-prod.s3-ap-northeast-1.amazonaws.com/health/ping

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:

https://websocketstest.com/

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

(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 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

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

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 📷✨
  • Open the Network tab:

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


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