I cannot reach SnapStream. What do I do?!

There may come a time when you are unable to access the SnapStream web interface for any number of reasons. It is important to keep a cool head and approach the situation logically using a process of elimination troubleshooting when facing this potentially dire situation.

1) Ask yourself what aspect of “SnapStream” are you trying to reach?

 

  • I have a Cloud Server (My URL has "cloud.snapstream.com" within it)
    1. Check the URL you are trying to reach is it correctly typed and formatted?
    2. Check to see if you can reach other internet or local resources
      1. Point your browser to snapstream.com. Can you reach it?
      2. Point your browser to another server or gateway on the local network. Can you reach it?
    3. Try to use another computer on a different network segment or a mobile on a 4G/LTE network
    4. Attempt to ping the server with cmd or terminal
      1. Windows: (Start -> Run -> cmd -> ping server###.cloud.snapstream.com)
      2. MacOS[x]: ( Applications -> Utilities -> Terminal -> ping SnapStream###.domain)
    5. Check for any known outages with our provider: https://status.aws.amazon.com
    6. There is a high probability that the server is UP as we use highly available and fault-tolerant Web Services that guarantee a high uptime in their service level agreement so eliminate all local interference first.
    7. If the issue still persists please contact SnapStream support with a fully itemized list of all troubleshooting techniques you have tried so far and their respective results.

 

  • I have a SnapStream appliance on-premises (I am using an IP address or local domain name)
    1. Check the URL. If you are using the fully qualified domain name please try to use the direct IP to rule out any local networking problems. If you are using the IP try using the domain name.
    2. Check to see if you can reach other internet or local resources
      1. Point your browser to snapstream.com. Can you reach it?
      2. Point your browser to another server or gateway on the local network. Can you reach that?
    3. Ping the domain name or IP Address
      1. Windows: (Start -> Run -> cmd -> ping 10.#.#.#) OR (Start -> Run -> cmd -> ping SnapStream###.domain)
      2. MacOS[X]: ( Applications -> Utilities -> Terminal -> ping SnapStream###.domain)
    4. Raise a ticket with your local IT department to ascertain if the server is fully powered on and in an accessible state.
    5. If the issue still persists please contact SnapStream support with a fully itemized list of all troubleshooting techniques you have tried so far and their respective results.

 

  • I have a Pro or other appliance on-premises
    1. Check the URL. If you are using the fully qualified domain name please try to use the direct IP to rule out any local networking problems.
    2. Ping the domain name or IP Address (Start -> Run -> cmd -> ping 10.x.x.x) OR (Start -> Run -> cmd -> ping SnapStream###.domain)
    3. Raise a ticket with IT to ascertain if the server is fully powered on and in an accessible state.
 
 
 
 
 
 
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