Tips to Resolve Connection Problems

Though the internet largely prevents these issues, sometimes a bad core router on the internet may prevent you from reaching LightSpeed Cloud. Ordinarily these routers are identified and removed by other healthy routers as a potential pathway for your request. Sometimes things don’t work out perfectly and you end up in a internet partitioning situation where you can access some sites and not others due to these bad routes. To troubleshoot this problem try the following steps:

1. Reboot your modem and verify that the modem reboot does not correct your problem. If you end up having to call support, the first thing we will ask you to do is reboot your modem. Please understand that we are trying to help you and do reboot your modem again for us a second time. This fixes nine out of ten problems of this sort.
2. Try replacing east with west (or west with east) in the URL that you are trying to load the login page from. For example if your URL is east3.merchantos.com, try west3.merchantos.com. For customers on our newer interface, if your URL is cloud3e.merchantos.com try cloud3w.merchantos.com. If you are able to load a login page at the opposite URL, you have successfully routed yourself around the problem and should try logging in.
3. If none of the above steps work for you, try contacting LightSpeed support team.