Troubleshooting

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Common issues and solutions

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Issue: network submission fails

• Invalid CIDR format.
• AS Number outside valid ranges.
• LOA file exceeds 10 MB.
• Missing required fields.

• Verify CIDR format (minimum /24).
• Check AS Number is in valid ranges (1-65534 or 131072-4294967294).
• Compress or optimize LOA PDF if needed.
• Ensure all required fields are completed.

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Issue: network stuck in “Pending” status

• NOC review in progress.
• Additional information required.
• Technical issues.

• Wait for email notification (typically within 24-48 hours).
• Check your email (including spam folder).
• Contact support if status doesn’t change after 48 hours.

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Issue: cannot save network configuration

• Invalid GRE endpoint format.
• Profile not selected.
• Network connection issues.

• Verify GRE endpoint is a valid IP address.
• Ensure a protection profile is selected.
• Check your internet connection and try again.

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Issue: custom profile not appearing in dropdown

• Profile not saved properly.
• Browser cache issues.
• Profile creation failed.

• Verify profile was saved successfully.
• Refresh the page or clear browser cache.
• Recreate the profile if necessary.

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Getting help

1. Check email notifications
   • Review all emails from the support team.
   • Follow any instructions provided.
2. Review documentation
   • Check the Confluence documentation for updates.
   • Review protection profile templates and examples.
3. Contact support   
   • Use the support email provided in the notification.
   • Include relevant details (network CIDR, AS Number, error messages).