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Introduction
A sudden slowdown, an unexpected display, doubts about optimization? Don't panic. Before contacting our support team, there are a few simple steps you can take to quickly diagnose the source of the problem and respond effectively.
This guide provides step-by-step instructions for:
- Identify whether the problem is caused by Fasterize or not
- Check the status of our platform
- Temporarily disable optimizations if necessary
- Contact our support team or on-call service if necessary.
Objective: to make you self-sufficient, while facilitating rapid assistance if our help is required.
1. Identify whether the problem is caused by Fasterize or not.
First and foremost, it is essential to determine whether the problem stems from our solution or another element of your stack (CMS, CDN, browser, third-party JS, etc.).
For this purpose, we recommend two tools:
- Our diagnostic article (📎 link here), which guides you through a methodical analysis
- The Fasterize extension, which allows you to see at a glance which optimizations have been applied to a page and which have not.
💡 Use the extension in private browsing mode to avoid interference.
If the problem seems to be related to Fasterize
You can open a ticket via:
- Your Fasterize console, "Help" widget
Each ticket is handled by a member of our technical team.
2. Check the status of the Fasterize platform
Our platform has a status page that is updated in real time:
You will find:
- Ongoing incidents, if any
- History of recent interventions
- Scheduled maintenance
💡 If an incident is in progress, there is no need to create a ticket: our team is already on the case.
Our on-call service monitors the platform 24 hours a day and can intervene at any time.
3. Temporarily disable Fasterize optimizations
If you are unsure or want to isolate the cause of a behavior, you can quickly disable optimizations.
From the administration console:
- Log in to console.fasterize.com
- Click on QUICK ACTION in the top right corner.
- Select Turn off optimizations
You can also clear the Fasterize cache from this screen.
💡 For more details, see our article on clearing the cache via the console (📎 link to be inserted).
4. Contact support or the on-call team
If you encounter any issues, you can contact us via your Help widget console.
You have an on-call service available outside of business hours (7 p.m. to 9 a.m.).
Best practices for effective ticketing
To speed up diagnosis:
- Specify the URL concerned
- The requestID of the request: (link to the requestID article)
- Indicate the approximate date and time of the problem.
- Add a screenshot or screen capture if possible.
- Mention any tests that have already been performed (e.g., disabling optimizations, testing on another connection).
Conclusion
If you encounter a problem, here are four good habits to adopt:
- Identify the source with our article and Chrome extension
- Check the status of the platform
- Temporarily disable optimizations if necessary
- Contact support or on-call staff with a clear ticket
💡 It's better to report a concern than to miss a real problem: our team is here to support you.