Five first troubleshooting considerations
1. From our own best practices in IT troubleshooting, the first thing you should usually try is to turn it off, and back on again.
At Cloudiance, we refer to this as "Tio, a boa."
To be clear, this doesn't mean merely exiting, or quitting applications, but actually turning your device or computer completely off, and starting it up again (restarting). This may reset your local environment to a known good state, and it's amazing how many times we have spent time troubleshooting, only to fix an issue by Tio, a boa. So, start with that, and see if the problem persists after restart.
2. Second, have you checked our system status page? To verify if it's a problem with Cloudiance, or only with you, visit https://status.cloudiance.com. If it's a problem with us/Cloudiance, then there's no need to report the issue because we're already working on it, and you can stay tuned to the status page for when the issue is resolved, or check the public notifications/announcements for relevant info such as a maintenance window: https://admin.cloudiance.com/announcements.
If the issue is only affecting you, is it also affecting your other team members who also have mailboxes with Cloudiance? If so, is your domain name up to date with your domain name host (e.g.: network solutions, godaddy, etc)?
3. Third, if you're using a web browser and having some issue with the webmail client, for instance, try clearing your browser's cache, and verify you're not signed in more than once (a single session), not accidentally in multiple tabs. Use the menu found by selecting your name in the upper right hand corner of the web mail client to completely log-out, and log back in again. Try using a different web browser, see if the issue persists, and while you're there, notice if you have better performance in one browser over another– use the browser with which you have best performance.
4. Fourth, try a different network, or reset your network connection. For instance, if you're on a mobile device, turn wifi off and use your telco's network connection instead. Or if you're on Windows and using a firewall, try toggling the firewall on and off. This has solved problems such as, for instance, not being able to upload large attachments and graphics in the webmail client.
5. Fifth, if everything looks right, ask yourself, "am I using two/multi-factor authentication?" If so, remember you'll have to add a one-time password for the application. You'll do that in the web client. Instructions are here: [Multi-Factor Authentication (MFA)](https://admin.cloudiance.com/knowledgebase.php?action=displayarticle&catid=2&id=6)
