1. Help Center
  2. Troubleshooting

My guest is having trouble entering Katmai

Follow these troubleshooting steps in this order: 

  1. Make sure your guest’s access pass is still valid. Go to app.katmaitech.com, drop down the Manage menu, and click “Guest Passes.”
  2. Have your guest refresh their browser window.
  3. Confirm that your guest is using a laptop or computer. Katmai is not currently supported on tablets and mobile devices.
  4. Confirm that they’re using a supported browser. Google Chrome is our preferred browser.
    1. If they’re already using Chrome, have them check for available browser updates. See:  How to Check and Update Your Browser.
    2. Have them close unnecessary tabs or windows.
  5. Have them run the Cloudflare Internet Speed Test
    1. If it shows that they have slow internet speed on Wi-Fi, ask them to switch to ethernet or to a different network, if possible.
    2. When using a wired connection, make sure Wi-Fi is turned off.
  6. Are they using a VPN or corporate firewall? Katmai does not currently support access through these services, so ask your guest to disconnect them, if possible.
    1. If they’re blocked by a VPN or firewall, they can try accessing the internet through their mobile device's hotspot.
  7. Check for any ad blockers that are blocking katmaitech.com. 

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