Issues accessing Qlik SaaS account

[MayaKe]

We are having issues accessing our Qlik SaaS account - sometimes we can access it and a few minutes later - we might have no access. Attached is the log file and the error returned. It seems like there is a problem with the Cloud host. What might be the problem and what we can do on our side to avoid that? 

[cristianj23a · Accepted solution]

Based on the WinMTR statistics provided, it appears the issue lies somewhere between your network and the destination server. The "No response from host" line typically indicates packet loss or network congestion occurring at that point in the route. However, keep in mind that some hosts might not respond to ICMP requests due to security policies, which can appear as 100% packet loss in WinMTR.

From the details, I can identify that:

1. The local network (T14s-Vasil-L.fsm.local, host.netx.bg, and br3.netx.bg) seems to be fine as there is no packet loss.
2. The issue starts from the 4th hop (194.12.227.69), where 50% of the packets are lost.
3. From there onwards, all hops have 100% packet loss.

What can you do?

1. Check Network Issues: The issue could be with your internet service provider (ISP). Reach out to your ISP, provide them with these statistics, and ask them to look into the matter. Packet loss could be due to congestion, faulty hardware, or other issues within the ISP's network.

2. Check Firewall/Antivirus: Ensure that your firewall or antivirus software is not blocking access. Try disabling them temporarily and see if you can access the site.

3. Try Different Network/Device: Try accessing the site from a different device or network (like a home network or a mobile hotspot) to see if the issue is isolated to a particular device or network.

4. Reach out to Qlik Support: If you continue to experience problems, I would recommend reaching out to Qlik's support team with the logs and details of the issue. As a SaaS provider, they should be able to help identify and resolve any problems on their end.