This troubleshooting guide contains an outline of steps the customer can take to troubleshoot any platform issues, such as slowness or continuous loading, and information Stensul needs to troubleshoot further. These steps can be particularly useful in scenarios where only some users are experiencing issues.
Troubleshooting Steps for Customers
Browser & Device Troubleshooting
Browser Environment
Try Incognito Mode (to bypass cache/extensions)
Switch to a different browser
Switch to a different device
Try without Extensions: e.g., uBlock, Privacy Badger can block platform scripts unintentionally.
Check for errors in DevTools Console
Clear cache and cookies
HAR File Generation
HAR files can help debug slow loading, blocked requests, or errors in resources.
Stensul will almost always request a HAR file.
Networking Troubleshooting
Test Alternate Network Conditions
Try accessing from outside the corporate network
Switch between Wi-Fi (company/guest), 4G/5G, and Ethernet
Disable VPN if used
Network Diagnostics
Run and share results of the following commands:
nslookup becu.stensul.com
ping becu.stensul.com
tracert becu.stensul.comOptional
Test from a mobile hotspot to rule out office network issues
Test on a personal device outside of corporate network to isolate corporate configuration issues
Org-Specific Setup IT Questions
Device Configuration
Are there enforced IT policies on affected devices?
Are Windows Defender or other security suites active?
Any browser extensions that could block requests?
Authentication / Identity
Are users logging in via SSO (SAML)?
Any changes to IdP configuration recently?
Monitoring Tools
Are there firewalls, network sniffers, or traffic blockers at play?
Internal tools (e.g., Zscaler, Cisco Umbrella) may block or inspect traffic
Login Troubleshooting
If available, try logging into Stensul via a different method to isolate SSO issues
If none of these troubleshooting steps fix the issue, please reach out to Stensul support at [email protected]. Let them know which troubleshooting steps you’ve completed and give any pertinent information.