--- title: πŸ”§ Troubleshooting Guide description: Troubleshooting is the process of identifying, diagnosing, and resolving issues to keep systems running smoothly. Whether it’s an API failure or a technical hiccup, a structured approach can help resolve problems efficiently. πŸš€ --- [Skip to content](https://kb.intersoft.co.uk/troubleshooting-guide#main-content) English Show submenu for translations ![](https://kb.intersoft.co.uk/hs-fs/hubfs/is-logo-std-grey-yellow-rgb-1.png?width=100&height=75&name=is-logo-std-grey-yellow-rgb-1.png) Open main navigation Close main navigation - English Show submenu for translations - Contact us Contact us How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge Base](https://kb.intersoft.co.uk/?hsLang=en) 2. [Customer Tech Support](https://kb.intersoft.co.uk/customer-tech-support?hsLang=en) # πŸ”§ Troubleshooting Guide ## Troubleshooting is the process of identifying, diagnosing, and resolving issues to keep systems running smoothly. Whether it’s an API failure or a technical hiccup, a structured approach can help resolve problems efficiently. πŸš€ **⚠️ Common Issues** When troubleshooting API-related issues, the first step is to understand the problem. Below are some common API issues you may encounter: - πŸ”‘ **Authentication failures** – Issues with API keys, or user credentials preventing access. - 🌐 **Network issues** – Connectivity problems that stop the API from reaching the server. - ⏳ **Rate limiting** – Exceeding the maximum number of API requests allowed. - πŸ”„ **Request and response errors** – Communication issues between two connected systems, which could occur at either the request or response stage. - πŸ“ **Affected API endpoints** – Problems linked to specific API endpoints not functioning as expected. - πŸ“Š **Tracking issues** – Errors in monitoring or recording interactions between a client application and the API. **βœ… Best Practices for Smooth API Interaction** To ensure seamless API functionality and minimise potential issues, follow these best practices: - πŸ” **Analyse response errors** – Check HTTP status codes (e.g., 400, 401, 429, 500) to diagnose failures. - πŸ“‰ **Monitor rate limits** – Check if your request volume exceeds allowed limits to avoid service interruptions. - πŸ“‚ **Log and monitor activity** – Use logs to track API interactions and identify errors. - πŸ› οΈ **Use testing tools** – Tools like **Postman** or **curl** can help manually test API calls and troubleshoot problems. - πŸ“– **Refer to documentation** – Always check the API reference [documentation](https://kb.intersoft.co.uk/intelligent-shipper?hsLang=en#intelligent-shipper-user-manuals)for proper usage and expected responses. **πŸ’‘ Getting Help from Intersoft** If you run into an issue that you can’t resolve, our team at **Intersoft** is here to help. To speed up troubleshooting, please provide the following details when reaching out: πŸ“Œ **Intersoft Customer name and account number** πŸ“„ **The API XML request and response sent to Intersoft must be provided** 🌐 **API URL that you are trying to post your request to** πŸ“ **Brief description of the issue** (including affected areas of the system and any relevant screenshots **of error(s) received**) 🚚 **Impacted carriers** πŸ“¦ **Example tracking numbers** (for tracking-related issues) ⏰ **Date and time of the issue occurrence** 🚧 **Important Information** Before submitting your request, please keep in mind: ❌ **Do not include your Intersoft Credentials or any other sensitive data** in your request. βœ… **Ensure you provide the Intersoft-formatted API request and response** to help us investigate API-related issues efficiently. πŸ“ž **If your issue isn’t covered above or you’re missing key details,** contact our **Tech Support team** with all available information to escalate the process. We’re here to help – the more details you provide, the quicker we can resolve the issue! πŸš€ **Intersoft Tech Support Contact Details** For further assistance, please reach out to our Technical Support team: πŸ“Œ **Raise a ticket:** [Intersoft Customer Portal](https://intersoftuk-servicedesk.atlassian.net/servicedesk/customer/portal/1?utm_campaign=Release%20Notes%20Emails&utm_source=hs_email&utm_medium=email&_hsenc=p2ANqtz-9TA9qTjwyefrKPrj58gTA47QJnznMHETsnOYDFZRn8_f4U7lD99aKfZ5t0dkxqb2DDagi_) πŸ“§ **Email:** TechSupport@intersoft.co.uk πŸ“ž **Phone:** (+44) 01753 687 979 - weekdays between 9am to 5pm, excluding bank holidays **⚠️** To ensure that the responses from Tech Support are received, please whitelist below two domains: - intersoftuk.atlassian.net - intersoftuk-servicedesk.atlassian.net - [Carriers](https://kb.intersoft.co.uk/carriers?hsLang=en#main-content) - [Amazon](https://kb.intersoft.co.uk/carriers?hsLang=en#amazon) - [An Post](https://kb.intersoft.co.uk/carriers?hsLang=en#an-post) - [Asendia](https://kb.intersoft.co.uk/carriers?hsLang=en#asendia) - [Deutsche Post](https://kb.intersoft.co.uk/carriers?hsLang=en#deutsche-post) - [DHL eCommerce (prev DHL Parcel UK)](https://kb.intersoft.co.uk/carriers?hsLang=en#dhl-ecommerce-prev-dhl-parcel-uk) - [DHL e-Commerce USA](https://kb.intersoft.co.uk/carriers?hsLang=en#dhl-e-commerce-usa) - [DHL Express](https://kb.intersoft.co.uk/carriers?hsLang=en#dhl-express) - [DPD](https://kb.intersoft.co.uk/carriers?hsLang=en#dpd) - [DPD Germany](https://kb.intersoft.co.uk/carriers?hsLang=en#dpd-germany) - [DPD Ireland](https://kb.intersoft.co.uk/carriers?hsLang=en#dpd-ireland) - [DPD Local](https://kb.intersoft.co.uk/carriers?hsLang=en#dpd-local) - [DPD Netherland](https://kb.intersoft.co.uk/carriers?hsLang=en#dpd-netherland) - [EVRi](https://kb.intersoft.co.uk/carriers?hsLang=en#evri) - [Landmark Global](https://kb.intersoft.co.uk/carriers?hsLang=en#landmark-global) - [Royal Mail](https://kb.intersoft.co.uk/carriers?hsLang=en#royal-mail) - [Royal Mail Importers](https://kb.intersoft.co.uk/carriers?hsLang=en#royal-mail-importers) - [Royal Mail (Parcelforce)](https://kb.intersoft.co.uk/carriers?hsLang=en#royal-mail-parcelforce) - [Spring GDS](https://kb.intersoft.co.uk/carriers?hsLang=en#spring-gds) - [Starlinks Global](https://kb.intersoft.co.uk/carriers?hsLang=en#starlinks-global) - [The Delivery Group](https://kb.intersoft.co.uk/carriers?hsLang=en#the-delivery-group) - [UPS](https://kb.intersoft.co.uk/carriers?hsLang=en#ups) - [How to](https://kb.intersoft.co.uk/how-to?hsLang=en) - [Intelligent Shipper](https://kb.intersoft.co.uk/intelligent-shipper?hsLang=en#main-content) - [Customer User Manuals](https://kb.intersoft.co.uk/intelligent-shipper?hsLang=en#customer-user-manuals) - [Intelligent Shipper - User Manuals](https://kb.intersoft.co.uk/intelligent-shipper?hsLang=en#intelligent-shipper-user-manuals) - [Release Notes](https://kb.intersoft.co.uk/release-notes?hsLang=en#main-content) - [Release Notes 2022](https://kb.intersoft.co.uk/release-notes?hsLang=en#release-notes-2022) - [Release Notes 2025](https://kb.intersoft.co.uk/release-notes?hsLang=en#release-notes-2025) - [Release Notes 2024](https://kb.intersoft.co.uk/release-notes?hsLang=en#release-notes-2024) - [Release Notes 2023](https://kb.intersoft.co.uk/release-notes?hsLang=en#release-notes-2023) - [Release Notes 2026](https://kb.intersoft.co.uk/release-notes?hsLang=en#release-notes-2026) - [Documentation](https://kb.intersoft.co.uk/documentation?hsLang=en) - [FAQ](https://kb.intersoft.co.uk/faq?hsLang=en#main-content) - [Windsor Framework](https://kb.intersoft.co.uk/faq?hsLang=en#windsor-framework) - [Sandbox](https://kb.intersoft.co.uk/sandbox?hsLang=en) - [Customer Tech Support](https://kb.intersoft.co.uk/customer-tech-support?hsLang=en) - [Sapient - Internal Knowledge](https://kb.intersoft.co.uk/sapient-internal-knowledge?hsLang=en) [![Chill listening crop-3](https://kb.intersoft.co.uk/hs-fs/hubfs/is-logo-std-grey-yellow-rgb.png?width=167&height=25&name=is-logo-std-grey-yellow-rgb.png "Chill listening crop-3")](http://intersoft.co.uk) [mailto:email@email.com](mailto:email@email.com) Copyright Β© 2026, Intersoft