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  2. Troubleshooting

I'm stuck on the loading screen

If your Katmai “Connecting” pop-up doesn’t resolve:

Follow these troubleshooting steps in this order: 

  1. Click the “reconnect” button on the bottom left of your screen next to the chat button.
  2. Refresh your browser window.
  3. If you aren’t using Chrome, try switching to Chrome. If you are already using Chrome, check for any available browser updates. For instructions on how to do so, see How to Check and Update Your Browser.
  4. Make sure you’re using hardware from 2017 or newer. Some exceptions apply, so see our system requirements for more information.
  5. Run the Cloudflare Internet Speed Test
    1. If it shows that you have slow internet speed on Wi-Fi, switch to ethernet or a different network, if possible.
    2. When using a wired connection, make sure Wi-Fi is turned off.
  6. Are you using a VPN or corporate firewall? Katmai does not currently support access through these services, so try disconnecting them, if possible.
    1. If you are blocked by a VPN or firewall, try accessing Katmai by tethering to a mobile device’s hotspot.
  7. Check for ad blockers that are blocking katmaitech.com. 

Still need help? Contact us at support@katmaitech.com