Edgium / Documentation / Support

Edgium support: manuals first, help from people when you need it

Most questions are solved in a few minutes in the right manual, and we have sorted out where to start. If that does not solve it, write to suporte@edgium.net with what we ask below: that way the answer comes sooner.

1. Look in the manual

It is the fastest way. Every manual has screenshots, a step by step and the list of common errors. Just signed up? Start with the onboarding.

• CDN onboardingFrom first sign-in to a live site on HTTPS.Open the manual
• Panel guideSign-in, navigation, new subdomain, password and cache.Open the manual
• Activate a subdomainThe 8 steps to HTTPS, with the automatic certificate.Open the manual
• Analytics and WAF logsRead origin health and the 502, 503, 504, 499 and 4xx errors.Open the manual
• DNS management and DNSSECZone, import, nameserver switch, DNSSEC and best practices.Open the manual
• DNS in the panelReview before saving, Undo and history.Open the manual

Prefer to search by term? Use the search in the documentation center. Most sought topics:

• Proving the domain is mine (TXT or nameservers)
• Pointing the subdomain DNS
• Automatic certificate and HTTPS
• 502, 503, 504, 499 and 4xx errors
• Is it my server or the CDN?
• Undoing a DNS change
• Turning DNSSEC on

2. Prefer to ask an AI? Hand it the manual link

Every manual also exists as plain text, at the same address with .md at the end. Hand the link to the assistant you already use, such as Claude, ChatGPT, Gemini or Copilot, and ask in English.

Always use the link, without downloading or attaching a file: through the link the assistant reads the current manual, and a downloaded file gets old.

• CDN onboarding
• Panel guide
• Activate a subdomain
• Analytics and WAF logs
• DNS management and DNSSEC
• DNS in the panel
• Support (what to check and what to send)
• All manuals together, in a single link

An example, step by step

1. Open the assistant. For Claude, go to claude.ai. The same goes for ChatGPT, Gemini and Copilot.
2. Paste the manual link. Above, click "Copy link" on the manual for your topic, for example https://edgium.net/en/dashboard-analytics.md, and paste it into the chat. To have all manuals at once, paste https://edgium.net/en/llms-full.txt.
3. Ask with your case. Write the way you would speak to a person.
4. Check it in the manual. Open the section the answer cites and compare before acting. If it does not cite the section, ask: which section of the manual is this in?
5. Still not solved? Write to suporte@edgium.net with the checklist below filled in.

Two cautions. The AI can be wrong: check the answer in the manual and, if it does not solve it, write to support. And never send it your password, a verification code or a token.

3. Check before asking for help

Six things you can see in the panel yourself, in a few minutes. If none solves it, what you saw already helps us find the cause.

• Which of the 8 steps is the subdomain in? Open the Overview tab. The panel says who acts now, you or Edgium. See the activation guide.
• Is the DNS record right? In step 3, check that the type, name and address at your provider are exactly the panel's, and wait for propagation (from a few minutes to a few hours).
• Was domain ownership proven? With DNS outside Edgium, the TXT record must be published with the exact name. See step 3 of the onboarding.
• Does the error come from your server or the CDN? The Origin health section of Analytics says. 502, 503 and 504 errors point to the origin server. See the error guide.
• Does the origin have an active server? Open the Upstreams tab and check there is an active server, with the right IP and port. Without an active origin, the CDN has nowhere to send traffic.
• Was it a recent DNS change? The DNS Zone tab has the history and the Undo button. See DNS in the panel.

4. What to send in the support request

With this data at hand, the analysis and the fix are faster. If the problem happened to a customer or user of yours, ask them for the data below.

1. From whoever has the problem

• Internet provider: the name of the carrier used when the problem happened.
• IP address: open a site that shows your IP and give the number displayed.

2. About the problem

• Exact address: the full URL where the error happens, like https://www.example.com/orders.
• Screenshots: the error in the browser, showing the address and the message or code.
• When it happened: approximate date and time, and whether it is still happening.

3. Network diagnosis

It shows the path between whoever is browsing and the CDN. One of the options is enough. On Windows, open Command Prompt and run tracert www.example.com; on macOS or Linux, run traceroute www.example.com in the Terminal. Replace the address with the one that has the problem, copy the result and send it. For a more detailed test on Windows, use WinMTR and let it run for a few minutes while the problem is happening.

4. HTTP headers (optional)

They help us see how the CDN handled that request. In the browser, open the page with the problem, press F12, go to the Network tab, reload, click the first row and, under Response headers, copy the values of edgium-x-cache and edgium-x-vision.

The full guide, in Markdown, is in the Edgium public repository.

Template to copy

Address with the problem:
Date and time:
Internet provider:
IP address:
Traceroute or WinMTR result:
edgium-x-cache (optional):
edgium-x-vision (optional):
Screenshots: attached

5. Talk to support

Every support request goes to the same place: suporte@edgium.net. Paste the template above, filled in, and attach the screenshots. In our ticket system, you follow the service from start to finish.

Write to support

Want to sign up, ask for a quote or arrange a trial? That is for sales, on the contact page.