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            WebTitan Cloud Troubleshooting (Service Provider)

            Modified on: Fri, 4 Sep, 2026 at 2:50 PM

            PAGE CONTENTS

            Establishing a Support Connection

            Go to Support > Support and follow the steps below to establish a secure connection to TitanHQ Support if requested to do so by a TitanHQ support engineer.

            1. Click Connect.

            2. A port number displays. Give this number to your TitanHQ support engineer.

            3. Click Disconnect to disconnect the secure connection.

              Note

              The Disconnect button only displays while the connection tunnel is open.

            Using the Diagnostic Tools

            Go to Support > Diagnostic Tools to access categorization and connectivity support tools for diagnosing a problem. The following tools are available:

            Tool

            Description

            Test Filtering

            • Click on the Test Filtering tab.

            • Enter the URL/FQDN of the site you want to evaluate in the URL/FQDN: field.

            • Enter the IP address of the connecting client in the IP Address: field.

            • Click Test and the result displays. The result shows the policy action of Allowed or Blocked as well as the categorisation of the URL/FQDN, for example:

            Recategorize Domain

            Use the Recategorize Domain tool to provide feedback regarding categories for a URL.

            • Click on the Recategorize Domain tab.

            • Enter the URL you want to recategorize in the URL/FQDN: field.

            • Select up to three categories you think the URL should be recategorized to from the Category 1, 2, and 3 drop-down lists.

            • Click Submit. The recategorization feedback will be sent to the WebTitan Cloud team for review.

            Ping

            • Click on the Ping tab.

            • Specify a hostname or IP address in the Hostname/IP Address: field.

            • Click Run.

            Traceroute

            • Click on the Traceroute tab.

            • Specify a hostname or IP address in the Hostname/IP Address: field.

            • Click Run.

            DNS Lookup

            • Click on the DNS Lookup tab.

            • Specify a hostname in the Hostname: field.

            • Click Run.

            Using Advanced Troubleshooting Aids

            Go to Support > Advanced to access system details to help in troubleshooting and diagnosing issues. You can also restart important WebTitan Cloud processes from here.

            Tab

            Description

            Process List

            A list of the processes that are currently running on the system.

            Network Connections

            A list of all internet connections.

            Routing Table

            Displays the contents of the network routing tables.

            Process Management

            View the status of (On/Off) and restart WebTitan Cloud’s Web Proxy and URLdb Server.

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