Information to provide whenever reporting an issue

If you are reporting an issue then please send us as many useful details to investigate and replicate your issue.

The following information, and actions to take, are required for troubleshooting:

Information:

1. Describe the issue you are seeing and list out the steps to reproduce it
2. Identify the environment on your side where you saw the issue (eg: production, staging, testing)
3. Provide a list of the URI(s) of affected images so we can narrow it down and try to reproduce what you see
4. Provide locations where the issue was observed
5. Provide the time when the issue was observed
6. Provide us a URL(s) which you ran at https://www.webpagetest.org/ of the affected URL(s), from the affected regions, during time affected
7. Provide us a URL which you ran at https://geopeeker.com/ of the affected URL(s) during time of issue to visualize affected region

Actions:

Step 1: Check with your IT team for any recent changes on your side, both manual or automatic, such as alterations to firewalls, web server access rules, third-party apps/plugins, or changes by upstream providers.

Step 2:  Verify with your IT Team that our IP range is allowed from your side, and that our servers and Support Team can reach your origin server(s), by adding this IP range to your whitelist ​​70.42.150.192/26

Global Support Contact Info:

• You can always reach our Customer Support Team through your Support Portal here: https://support.imageengine.io/

Some useful links from our ImageEngine Knowledge Base:

• Getting started with ImageEngine:
  https://support.imageengine.io/hc/en-us/articles/360059238371-Quick-Start
• Best Practices for using ImageEngine on your site:
  https://support.imageengine.io/hc/en-us/articles/360059239131-Best-Practices