Troubleshooting

Troubleshooting connectivity

If you can’t reach the Timefold Platform at https://app.timefold.ai (EU region) or https://app-us1.timefold.ai (US region), follow these steps to identify and resolve the issue.

Confirm the scope

Before diving into technical checks, narrow down the problem:

  • Can other people at your organization reach the platform, or is it just you?

  • Are you on a corporate network or VPN? If so, try disabling the VPN and loading the platform again.

  • What browser and device are you using?

Answering these questions helps you determine whether the issue is specific to your machine, your network, or something broader.

Basic checks

Run through these steps first:

  1. Try a different browser (for example, switch from Chrome to Firefox or Edge).

  2. Clear your browser’s cache and cookies, then reload the page.

  3. Open a private or incognito window and try loading the platform there. This rules out browser extensions interfering with the connection.

  4. If you’re on a Wi-Fi or corporate network, switch to mobile data and try again.

If the platform loads in a private window but not a normal one, a browser extension is likely the cause. Disable extensions one by one to identify the culprit.

Advanced checks

If the basic checks don’t resolve the problem, try these steps to gather more diagnostic information.

Check DNS resolution

Run the following command in a terminal to confirm the domain resolves to an IP address:

nslookup app.timefold.ai

For the US region:

nslookup app-us1.timefold.ai

If the command returns no address or an error, DNS resolution is failing on your network. Try switching to a public DNS server such as 8.8.8.8 (Google) or 1.1.1.1 (Cloudflare) in your network settings and retry.

Try from a different network

Connect to a completely different network, for example by tethering your laptop to your phone’s mobile data, and try loading the platform again. If it works on a different network, the issue is with your primary network or its DNS and firewall configuration.

Run a traceroute

A traceroute shows each network hop between your machine and the platform, which helps identify where the connection fails.

On Windows:

tracert app.timefold.ai

On Mac or Linux:

traceroute app.timefold.ai
Corporate firewalls may block ICMP packets, which can cause some hops to appear as * * * in the output. This doesn’t always indicate a problem.

Save the full traceroute output and share it with Timefold support when you contact us. It helps the team identify where in the route the connection drops.

Troubleshooting self-hosted installations

If you’re running a self-hosted installation of Timefold, there is a dedicated guide that covers common issues specific to that setup.

See Troubleshooting.