Troubleshooting Guide for “Failed to fetch” Error on DoubleTick Login

The "Failed to fetch" error usually means your browser/device isn’t able to establish a secure connection with DoubleTick servers. The most common causes are:

• Network / Firewall / Proxy restrictions

• VPN or Antivirus interference

• Browser CORS/security blocking

• SSL inspection / DPI (Deep Packet Inspection)

To fix it, follow the steps below 👇

✅ 1. Whitelist Required Domains

Ensure the following domains are not blocked by your network firewall, antivirus, proxy server, or VPN:

Core DoubleTick Services

• https://doubletick.io/

• https://api.doubletickapi.com/

• https://mini.doubletick.io/

• https://ad-insight.doubletick.io/

Product Analytics & Logging

• https://q.clarity.ms/collect

• https://eu.i.posthog.com/

Platform Integrations

• https://api.canny.io/api/

Google Identity & Auth

• https://securetoken.googleapis.com/

• https://identitytoolkit.googleapis.com/

Additional Required Domains (Add These)

• doubletick.io

• *.doubletick.io

• bothook.io

• *.bothook.io

• *.wmeta.me

• wmeta.me

• getsmsotp.com

Tip: Add both root domains + wildcards because various sub-services may resolve dynamically.

➕ Actions:

• Ask your IT team to allowlist these URLs.

• Make sure ports 443 (HTTPS) and 80 (HTTP) are open.

• If you use SSL inspection or DPI (Deep Packet Inspection), disable it for the above domains.

✅ 2. Check Your Internet Network

If you're on a corporate or restricted Wi-Fi, try:

• Switching to a mobile hotspot or open network.

• Turning off VPN if active.

• Checking if other team members can access https://web.doubletick.io

✅ 3. Clear Browser Cache and Cookies

Corrupted browser data may block key scripts from loading.

➕ Steps:

• Go to browser settings → Privacy & Security → Clear browsing data

• Select Cookies and Cached Files

• Refresh the DoubleTick login page or restart your browser

✅ 4. Try an Incognito Window or Different Browser

Sometimes browser extensions or cache can interfere.

➕ Actions:

• Open incognito/private mode and try logging in

• Use another browser (Chrome, Firefox, Edge)

• Ensure JavaScript is enabled

✅ 5. Ensure Correct Time & Date on Your Device

An incorrect system time can block secure connections.

➕ Actions:

• Open your device settings

• Set the time and date to automatic or sync with internet

• Refresh and retry

✅ 6. Disable Antivirus or Firewall Temporarily (If Safe)

Security tools like Kaspersky, Norton, or enterprise software may silently block background scripts.

➕ Actions:

• Disable antivirus/firewall temporarily and try logging in

• If successful, add the DoubleTick URLs to the tool’s safe list

• Reactivate your protection after testing

✅ 7. Device-Specific Troubleshooting

• If you’re on iOS or Android, try updating your browser

• Restart your phone or switch networks

• Ensure app permissions are granted

✅ 8. Check Browser Console for Errors (Advanced)

To get technical logs:

• Open Chrome

• Right-click → Inspect → Go to Console tab

• Refresh the page and note any red error messages

You can send screenshots of these errors to [e-mail] for further help.