Here are some useful troubleshooting steps that can help you if you encounter a problem with the platform.
1. Check for known problems and already answered questions
The first thing to do if you hit a snag using the platform is to check the online help; the answer to your question or the solution to your problem may already exist. You can browse the different sections or search for keywords.
2. Check the server status
Make sure that a slowdown, outage, or scheduled maintenance of the service is not the cause of the problem. You can check the status of our servers at any time on one of our status pages.
Status page for Entrepôt numérique and Eden Livres
For Entrepôt numérique and Eden Livres, check http://etat.cantook.net/
Status page for all other platforms
For all other platforms, check http://status.cantook.net/
3. Submit a request to our customer support team
If you still can't find the answer you're looking for, you can submit your question to our technical support department by writing to: firstname.lastname@example.org We generally respond to all inquiries within 24 to 48 hours.
To help us keep track of any incident, please avoid contacting a support agent directly, even if you know their contact information.
4. In case of emergency
For Level 1 emergencies, contact us by phone, using the emergency number: 1-877-269-3570 after sending an email to our technical support department.