Troubleshooting Connectivity

This article guide outlines how to test the connection using a hotspot, bypass potential firewall restrictions, configure firewall settings, and escalate the issue to higher support levels if necessary.

Step 1: Test with a Hotspot:

• Disable the Ethernet connection. (Ethernet must be unplugged or disabled, or the PC will default to ethernet, even if the PC is ALSO connected to a hotspot.)

• Connect to a hotspot and verify that Club Caddie functions correctly.

Step 2: Bypass the Firewall:

Connect a PC directly to the modem.

• If the internet works: The issue is likely with the client's firewall.

• If Club Caddie does not work: The client should contact their Internet Service Provider ("ISP") and talk to their ISP about the "Content Filtering" or other restrictions that might be blocking/limiting Club Caddie traffic.

Step 3: Firewall Configuration:

• If the internet works through the direct ISP connection, provide the FIREWALL ALLOW LIST to the client's IT team.

• Confirm that the IT team has implemented all necessary configurations.

Step 4: Escalate if Necessary:

• If the issue persists after completing the above steps, contact Level 3 support by prompting a chat and state the steps you have taken to correct the issue.