What to do when you can't access Planfix
We make every effort to ensure that Planfix is available 24 hours a day, 7 days a week, 365 days a year, without interruption. We provide a dedicated page with indicators of overall service availability.
In the event that you are unable to log in to Planfix, it's important for you to figure out why. The reason will either be a problem on the Planfix side or a problem on the user side. These are described in more detail below.
Problems on the Planfix side
These situations can typically be recognized immediately by the message displayed when you log in:
Another way to figure out if it's a Planfix-side problem is to check Planfix's official Telegram channel or Twitter page for the latest updates. We post on these platforms when there are large-scale issues that can't be fixed in a matter of minutes, and we continue to post updates with relevant information as the situation develops. However, such situations are quite rare, so if you are unable to access Planfix, you should first eliminate the possibility that there's an issue on the user end.
Problems on the user side
1. Issue due to third-party hardware or software
Issues on the user side that result in an inability to log in to Planfix are generally caused by hardware or software that restricts access to websites. You can detect such situations as follows:
- enter your account URL in your browser's address bar and launch the browser console. This can usually be done with the Ctrl+Shift+I keys
- check if there is an error in the console with the code ERR_SPDY_PROTOCOL_ERROR or ERR_HTTP2_PROTOCOL_ERROR:
Errors like these indicate that some program (antivirus, firewall, etc.) or network equipment (router, modem, etc.) is not sending network packets, is corrupting them, or is causing packet loss, and is therefore preventing Planfix from loading. If this is happening, you must contact the system administrator who maintains your computer or another device you use to access Planfix and provide a description of the situation.
2. DNS problems
If when attempting to load Planfix you see a message with the error code DNS_PROBE_FINISHED_NXDOMAIN, this likely means there are problems with the DNS server you use, which is resulting in your device being unable to correctly resolve the Planfix IP address.
If this happens, you should contact the system administrator for your company. You can also try to change the DNS server yourself to 220.127.116.11 (Google DNS server) in the system settings.
If you are struggling to identify the reason why you are unable to log in to your account, contact Planfix Support. We will do everything we can to help you figure out the reason for the issue and solve it.