Common Issues

Quick solutions to the most frequently encountered AtomicEdge setup and configuration problems.

Setup Issues

"Site not loading after DNS change"

Symptoms: Website shows error page or doesn't load after updating DNS

Causes & Solutions:

1. DNS propagation delay

   • Wait 30-60 minutes for DNS changes to spread globally
   • Check propagation: Use whatsmydns.net
   • Clear browser cache: Try incognito/private browsing

2. Incorrect backend IP

   • Verify origin server: Check your backend IP in AtomicEdge dashboard
   • Test connectivity: Ensure your server responds to HTTP/HTTPS
   • Firewall check: Confirm AtomicEdge can reach your server

3. SSL certificate issues

   • Wait for generation: SSL certs take 1-5 minutes to create
   • Check HTTPS: Ensure your origin server supports SSL
   • Mixed content: Fix HTTP resources on HTTPS pages

DNS Problems

"DNS changes not taking effect"

Quick fixes:

• Lower TTL: Set DNS TTL to 300 seconds before making changes
• Flush DNS cache: Clear your computer's DNS cache
• Try different DNS: Test with 8.8.8.8 or 1.1.1.1
• Check multiple locations: Use global DNS checker tools

"Some visitors see old site"

This is normal during DNS propagation:

• Different ISPs: Update at different speeds
• Geographic variation: Changes spread globally over time
• Solution: Wait 24-48 hours for complete propagation

SSL Certificate Problems

"SSL certificate pending"

Common causes:

• DNS not updated: Certificate generation requires DNS to point to AtomicEdge first
• Domain validation: Ensure domain ownership can be verified
• Port blocking: Check that port 443 is accessible

Solutions:

1. Confirm DNS: Verify domain resolves to AtomicEdge IP
2. Wait patiently: Certificates can take up to 10 minutes
3. Check domain: Ensure domain is spelled correctly
4. Contact support: If pending over 15 minutes

"SSL certificate errors in browser"

Error types and fixes:

"Certificate not trusted"

• Wait for propagation: New certificates need time to propagate
• Clear browser cache: Force refresh with Ctrl+F5
• Check certificate: View certificate details in browser

"Mixed content warnings"

• Update resources: Change HTTP links to HTTPS
• Check plugins: WordPress plugins may load HTTP content
• Review code: Scan for hardcoded HTTP URLs

Performance Issues

"Website loading slowly"

Diagnostic steps:

1. Test without WAF: Temporarily bypass AtomicEdge (change DNS back)
2. Check origin server: Verify your server performance
3. Review logs: Look for errors in access logs
4. Monitor dashboard: Check response time charts

Common solutions:

• Optimize origin: Improve your server performance
• Enable caching: Use AtomicEdge edge caching features
• Reduce payload: Compress images and files
• CDN integration: Combine with content delivery network

"Intermittent connection issues"

Troubleshooting:

• Check server health: Monitor origin server uptime
• Review error logs: Look for 5xx errors in logs
• Network issues: Test connectivity to your backend
• Load balancing: Consider multiple backend servers

Protection Issues

"Legitimate traffic being blocked"

Symptoms: Real users can't access your site or specific features

Solutions:

1. Lower protection level

   • Go to Sites → [Your Site] → WAF tab
   • Change from High to Medium or Low
   • Test if issue resolves

2. Whitelist IP addresses

   • Add trusted IPs to whitelist
   • Include your office, admin, or developer IPs
   • Test from whitelisted locations

3. Path exclusions

   • Exclude specific URLs from WAF scanning
   • Common exclusions: /admin/upload, /api/webhook
   • Be careful not to exclude too much

4. Review security logs

   • Check WAF logs for blocked legitimate requests
   • Identify specific rules causing false positives
   • Disable problematic rules if necessary

"Attacks not being blocked"

Diagnostic steps:

1. Verify protection is active: Check site status in dashboard
2. Test attack patterns: Try known attack strings (safely)
3. Review rule configuration: Ensure appropriate rules are enabled
4. Check protection level: Higher levels catch more attacks

Solutions:

• Increase protection level: Change from Low to Medium or High
• Enable additional rules: Turn on specialized rule sets
• Custom rules: Add rules for specific threats
• Update rules: Ensure latest rule definitions

Dashboard and Account Issues

"Can't log into dashboard"

Password issues:

• Reset password: Use "Forgot Password" link
• Check email: Look for reset instructions in spam folder
• Try different browser: Clear cookies and cache

Account issues:

• Email verification: Check if account is verified
• Account suspended: Contact support if account locked
• Two-factor authentication: Ensure 2FA device is working

"Sites not showing in dashboard"

Common causes:

• Wrong account: Ensure you're logged into correct account
• Permission issues: Check if you have access to sites
• Browser cache: Clear cache and refresh page

API and Integration Issues

"Webhook not receiving data"

Troubleshooting:

1. Test endpoint: Verify webhook URL is accessible
2. Check authentication: Ensure API keys are correct
3. Review logs: Look for delivery attempts in dashboard
4. Firewall rules: Confirm AtomicEdge IPs are allowed

"SIEM integration not working"

Common problems:

• Format issues: Check log format matches SIEM expectations
• Authentication: Verify API credentials
• Rate limiting: Ensure you're not exceeding API limits
• Network connectivity: Test connection to SIEM platform

Emergency Procedures

"Website completely down"

Immediate steps:

1. Check AtomicEdge status: Visit status.atomicedge.io
2. Bypass WAF temporarily: Change DNS back to origin server
3. Contact emergency support: Use emergency hotline
4. Document issue: Note exact error messages and times

"Under active attack"

Response checklist:

1. Monitor dashboard: Watch attack patterns in real-time
2. Increase protection: Raise security level to High
3. Block attackers: Add malicious IPs to blacklist
4. Contact support: Get expert assistance
5. Document everything: Save logs and screenshots

Getting Additional Help

Before Contacting Support

Gather this information:

• Your domain name
• Exact error messages
• Screenshots of issues
• Steps you've already tried
• Time when problem started

Support Channels

💬 Live Chat

• Available 24/7 for urgent issues
• Best for quick questions and guidance
• Response time: Usually under 5 minutes

📧 Email Support

• support@atomicedge.io
• Include detailed problem description
• Attach screenshots and logs
• Response time: Within 4 hours

📞 Phone Support

• Available for Pro and Enterprise customers
• Emergency hotline for critical issues
• Escalation for complex problems

🆘 Emergency Hotline

• For active attacks or complete outages
• Available 24/7/365
• Immediate expert response

Preventive Measures

Regular Maintenance

Weekly tasks:

• Review security logs for new threats
• Check site performance metrics
• Verify SSL certificate status
• Test backup procedures

Monthly tasks:

• Update WAF rule configurations
• Review and tune protection levels
• Analyze attack trends and patterns
• Update emergency contact information

Monitoring Setup

Essential alerts:

• Site downtime notifications
• High attack volume alerts
• SSL certificate expiration warnings
• Performance degradation alerts

Best practices:

• Set up multiple notification channels
• Test alert systems regularly
• Document response procedures
• Train team members on emergency procedures

Still Need Help?

If your issue isn't covered here:

1. Search documentation: Use the search function above
2. Check status page: Visit status.atomicedge.io
3. Contact support: We're here to help 24/7
4. Emergency assistance: Don't hesitate to call for urgent issues