Detection Systems & Engineering

Last updated 4 days ago

Summary: Use these checks for account, ticket-access, browser, and attachment problems before opening a new support request.

Connection diagnostic checklist

Confirm the exact page address, time, device, browser name and version, and whether other websites work.
Return zoom to 100 percent, reload once, and sign in again if the session expired.
Try another current approved browser or a private window only to determine whether cached data is involved.
Avoid repeatedly submitting a registration, reset, ticket, or reply form after a delay.
Capture a redacted screenshot with the full error wording and page address, then email the verified helpdesk mailbox if the portal prevents ticket creation.

Confirm the email address is spelled correctly and belongs to the intended client account.
Complete the email-verification message for a new registration.
Use Forgot password for an existing account instead of registering a duplicate.
Check spam and quarantine for verification or password-reset messages.
After repeated failures, pause and contact DSE rather than continuing attempts.

For Check Request Status, use the original requester email and the ticket number from the confirmation message.
For signed-in history, confirm you are using the account that DSE associated with the request.
Ask DSE to verify company, site, requester, and ticket-sharing configuration when an authorized ticket is missing.
Do not ask another customer to forward a private ticket link.

Refresh once and retry in a current version of Chrome, Edge, Safari, or Firefox.
Disable aggressive content blockers for the Support Center if they suppress forms or file controls.
Confirm the connection is stable and the attachment is no larger than 15 MB.
Sign in before opening protected ticket attachments.
Capture the exact error and page address if the problem continues.

Content owner: DSE Service Operations · Production review: July 11, 2026