6 Steps for Troubleshooting Anything

1. Search the knowledgebase

You best resource for information regarding your website with us is our knowledgebase.  Answers to common questions as well as walkthroughs can be found here: http://customers.machighway.com/knowledgebase.php

 

2. Re-read the instructions

Website design can be complicated.  Often times grasping a firm understanding of the topics presented in our knowledgebase requires reading through the instructions more than once.

Another tip is to walk away from the computer for a couple of hours or even a day and re-read the instructions with a fresh pair of eyes.

 3. Try again

Re-attempt whatever it is you're doing. If you're uploading a site and find that you're having problems once complete, re-upload the site. If you're attempting to receive email and getting an error, try another attempt at receiving messages. If you can't login somewhere, try entering the information just one more time.

 4. Search Google

You have access to the largest library of information ever known to man and it's sorted by keyword.  If you can't find something in our knowledgebase, try searching Google or your favorite search engine. 

 

Searching Tips:

A. Keep it simple.

B. Put quotes around error messages.

C. Include the application and your OS

 

As an example, lets say you were searching for a specific error message you received in Apple's mail application.  Keep it simple by including only the relevant information using the tips above: "error message" apple's mail app OSX

Additional search tips can be found here:  http://www.google.com/support/websearch/bin/answer.py?hl=en&answer=134479

5. Check the error log

If you are installing a script on the server and are receiving a server error or your script isn't working as expected, a good place to check is the Error Log in your cPanel.

To check you Error Log first log into your cPanel by going to: http://www.yourdomainname.com/cpanel (yourdomainname.com should be replaced with the domain name you're hosting with MacHighway)

Under the Logs section you will see a the Error Log module.

6. Open a discussion on the MacHighway User's Forums

Open your question up to the MacHighway community of users. Because it's an open forum, you'll be able to ask questions that are outside the scope of the support offered by MacHighway. You may also help others who have the same questions or issues that you experience. The MacHighway User's Forums are available at http://forums.machighway.com


7. Contact Machighway Support

We are also here to help you out.  If you get stuck on any of our instructions or need clarification, open a trouble ticket letting us know what step you are on and we'll do our best to help get you back on track.

The more specific you can be about the error message or problem you are having the easier it will be for us to get you the answer. Use the following list as a guideline as to what you should provide us with to best troubleshoot your problem:

A. Your domain name (the name of your website).

B. Any error message(s) you may be encountering.

C. The application you are working with.

 

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