Slow or no connection to KC Cloud - can't login

KC Cloud Not Loading or Running Slowly? Troubleshooting Guide

If you're having trouble accessing Kennel Connection Cloud, experiencing slow performance, or receiving connection errors, there are several simple steps you can take to help identify and possibly resolve the issue.

Because KC Cloud operates over the internet, interruptions can sometimes be caused by your internet connection, Wi-Fi, web browser, or computer. The steps below will help determine where the issue may be occurring.

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1. Identify What's Happening

Start by identifying the problem you're experiencing.

• KC Cloud won't load at all: The website doesn't open, displays a blank page, or shows an error.
• KC Cloud is running slowly: Pages take longer than usual to load, or actions seem delayed.
• Certain features aren't working: You can access KC Cloud, but specific pages, reports, or functions aren't responding.
• KC Cloud keeps disconnecting: Your connection works temporarily but drops or becomes unresponsive.

If you receive an error message, please make note of the exact wording or take a screenshot.

It's also helpful to know when the problem started and whether it happens constantly or only occasionally.

2. Check Your Internet Connection

First, let's make sure your internet connection is working properly.

1. Open a new browser tab.
2. Visit a website you don't normally use, such as https://www.aol.com.
3. See whether the website opens quickly and without errors.
4. Try another website if necessary.

If other websites are also slow or fail to load, there may be an issue with your internet connection.

What to do: Check your Wi-Fi or wired connection. If other websites are having problems too, contact your internet service provider or local IT technician for assistance.

Important: Even if other websites load normally, your internet connection could still be experiencing intermittent issues that affect KC Cloud.

3. Check Whether Other Computers Are Affected

If you have more than one computer at your facility, try opening KC Cloud on another computer.

• Only one computer is having trouble: The issue may be related to that computer, its browser, or its network connection.
• All computers are having trouble: The issue may be related to your facility's internet connection, local network, or KC Cloud.
• Some computers work and others don't: Compare the computers that are working with those that aren't. For example, are the affected computers connected using Wi-Fi?

Knowing whether the problem affects one computer or multiple computers can help narrow down the cause.

If you only have one computer, continue with the steps below.

4. Refresh KC Cloud

Sometimes a web browser can temporarily display outdated information or fail to load a page correctly.

Try refreshing KC Cloud:

Windows:
Press Ctrl + F5.

Mac:
Press Command + Shift + R.

Wait for the page to reload completely, then try accessing KC Cloud again.

If this resolves the issue, you may continue using KC Cloud normally.

5. Try a Private or Incognito Browser Window

A private browsing window can help determine whether stored browser data or certain browser settings are contributing to the issue.

Google Chrome or Microsoft Edge:

1. Open your browser.
2. Click the three dots in the upper-right corner.
3. Select New Incognito Window (Chrome) or New InPrivate Window (Edge).
4. Open your KC Cloud website and sign in.

Safari:

1. Open Safari.
2. Click File in the top menu.
3. Select New Private Window.
4. Open your KC Cloud website and sign in.

If KC Cloud works normally in the private window, the problem may be related to your regular browser's stored data or extensions.

You can try clearing the cached images and files in your browser settings. Be careful not to remove saved passwords or other information you wish to keep.

Note: Private browsing may also temporarily disable certain browser extensions, so a successful test does not necessarily mean your browser cache was the problem.

6. Try a Different Web Browser

If KC Cloud still isn't working properly, try using another browser.

For example:

• If you're using Google Chrome, try Microsoft Edge.
• If you're using Microsoft Edge, try Google Chrome.
• If you're using Safari, try Chrome.

Open KC Cloud in the alternate browser and check whether the same issue occurs.

If KC Cloud works in the other browser, the problem may be related to settings, extensions, or stored data in your original browser.

7. Try a Different Internet Connection

This is one of the most helpful tests for determining whether the issue may be related to your facility's internet connection.

If you have a smartphone with cellular data available, follow these steps:

1. On your smartphone, turn Wi-Fi off so the phone uses its cellular connection (such as Verizon, AT&T, or T-Mobile).
2. Open the web browser on your phone.
3. Visit your KC Cloud website.
4. Sign in and try the same action that was failing or running slowly.

What do the results mean?

• KC Cloud works normally on cellular data: Your facility's internet connection or local network may be contributing to the issue.
• KC Cloud has the same issue on cellular data: The issue may not be limited to your facility's network and should be investigated further.

This test is particularly helpful when KC Cloud isn't loading on any computer at your facility.

Note: A phone may perform differently from a computer, so this test helps narrow down possible causes but does not definitively identify the problem.

8. Restart Your Computer

If only one computer is affected and the previous steps haven't resolved the issue, try restarting it.

1. Save any open work.
2. Close your browser and other applications.
3. Restart your computer using the Windows or Mac restart option.
4. Once the computer has restarted, open your browser and try KC Cloud again.

Restarting can sometimes resolve temporary browser, computer, or network connection issues.

9. Check Your Wi-Fi Connection

If your computer connects to the internet using Wi-Fi, an unstable wireless connection could cause slow performance or intermittent disconnections.

Try the following:

• Move closer to your wireless router or access point, if possible.
• Check whether other devices on the same Wi-Fi network are having connection problems.
• If available, connect your computer directly to the network using an Ethernet cable and test KC Cloud again.

If KC Cloud works better when connected with an Ethernet cable, your Wi-Fi connection may be contributing to the issue.

If you're unsure how to check or change your network connection, your local IT technician can assist.

10. Test Your Internet Speed

If KC Cloud continues to run slowly, an internet speed test may provide useful information.

1. Open https://www.speedtest.net.
2. Click Go to start the test.
3. Wait for the test to finish.
4. Make note of the following results:
   • Download speed
   • Upload speed
   • Ping (latency)

These results can be shared with Kennel Connection Support if additional troubleshooting is necessary.

Important: A good speed test result doesn't necessarily mean your internet connection is completely stable. Brief interruptions or inconsistent connections may still affect cloud-based applications.

11. Contact Kennel Connection Support

If you've completed these steps and KC Cloud is still unavailable or running slowly, please contact Kennel Connection Support.

To help us investigate the issue more efficiently, please provide as much of the following information as possible:

• What is happening? Is KC Cloud not loading, running slowly, disconnecting, or displaying an error?
• When did it start? Provide an approximate time and date.
• Are all computers affected or just one?
• Does KC Cloud work on your phone using cellular data instead of Wi-Fi?
• Have you tried another browser? If so, did it make a difference?
• Are other websites working normally?
• What is your internet provider? For example, Comcast/Xfinity, Verizon, Spectrum, or another provider.
• What city and state is your facility located in?
• Are there any error messages? Please provide the exact wording or a screenshot if available.

You do not need to have every answer before contacting us. Any information you can provide will help our team investigate and determine the appropriate next steps.

Kennel Connection Support is here to help. We'll work with you to identify whether the issue is related to KC Cloud, your browser, your computer, or your network connection and help determine the best next step.