I don't know how often this happens, but when we get issues through support for network issues, please follow the following protocol.

 

Before reaching out to Alex when a client is having a network issue reaching the site:

• retrieve the client's IP address
• find out if the client can access the website via CODE.solutiosoftware.com
• have the client try the issue outside of the parish/school network (there are times when a parish will mess up their internal network by overriding the Internet's DNS with custom values on their internal router)
• gather a screenshot from the client, if possible (these can reveal a lot about their setup more than words a lot of times)
• send Alex an email with subject: Network - SITECODE

• first check to see if Solutio controls the DNS servers (i.e.., the Domain Manager lists Solutio by the DNS field)
• when a DNS record change is needed send Alex an email (instead of Freshdesk/Discord)
• subject: DNS - SITECODE - DOMAIN
• body: the record type, host, and value in plain text (instead of images he has to re-type or extract from documents)