Troubleshooting Hiro Network Related Issues

If Hiro takes a long time to load, appears to remain stuck loading, or cannot establish a connection, your organization's network or firewall settings may be preventing Hiro from connecting to the required Patsnap services.

Use the steps below to determine whether the issue is related to your corporate network.

Check whether the issue is network-related

First, test Hiro using a connection that does not use your organization's corporate network.

1. Open Hiro directly on a mobile phone using the phone's mobile data connection.
2. On your computer, disconnect from your corporate network and connect to a mobile hotspot.
3. Open Hiro again and check whether it loads normally.

If Hiro works normally on mobile data or a mobile hotspot but does not work on your corporate network, this strongly indicates that your organization's network or security configuration is affecting the connection.

Key Takeaways

• If Hiro works on mobile data or a mobile hotspot but not on your corporate network, the issue is likely related to your organization's network configuration.
• Reach out to Product Support help@patsnap.com for next steps 
• When contacting Support, include the troubleshooting steps you have already completed and confirm whether Hiro works when using mobile data or a mobile hotspot.

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