Site Accessibility and DNS Troubleshooting

If you're having trouble accessing lu.ma, this guide will help you identify and resolve common issues.

DNS Resolution Issues

Some internet service providers (ISPs) have been experiencing issues resolving lu.ma. While 99% of users can access the site without problems, certain ISPs may have DNS configuration issues that prevent proper domain resolution.

Quick Solution: Try accessing luma.com instead of lu.ma. Both domains provide identical functionality, and luma.com often works when lu.ma is blocked by ISP DNS issues.

How to diagnose DNS issues:

1. Try accessing the site from a different network (mobile data vs. WiFi)
2. If it works on one network but not another, it's likely an ISP DNS issue
3. Check if other websites load normally to confirm it's specific to lu.ma

Providing diagnostic information:

If you're experiencing DNS issues, sharing the following information helps us work with ISPs to resolve the problem:

1. Your internet service provider (ISP) name
2. Your IP address from https://ipinfo.io
3. Traceroute results:
   • Mac/Linux: Open Terminal and run traceroute lu.ma
   • Windows: Open Command Prompt and run tracert lu.ma

Browser-Related Issues

Sometimes the issue is with your browser rather than network connectivity.

Try these solutions:

1. Clear browser cache and cookies

   • Chrome: Settings > Privacy and Security > Clear browsing data
   • Safari: Develop menu > Empty Caches
   • Firefox: Settings > Privacy & Security > Clear Data

2. Disable browser extensions

   • Ad blockers or privacy extensions may interfere with site functionality
   • Try accessing lu.ma in an incognito/private browsing window

3. Update your browser

   • Ensure you're using the latest version of your browser
   • Luma works best with modern browsers like Chrome, Safari, Firefox, and Edge

Network and Firewall Issues

Corporate networks or personal firewalls may block access to certain domains.

Common scenarios:

• Corporate networks: Your company's IT department may need to whitelist lu.ma and luma.com
• VPN connections: Some VPN services may block or slow access to certain domains
• Parental controls: Home network filters may incorrectly categorize and block the site

Solutions:

1. Try disconnecting from VPN to see if that resolves the issue
2. Contact your IT department if on a corporate network
3. Check your router's parental control or security settings

Mobile App Issues

If you're having trouble with the Luma mobile apps:

iOS App:

• Ensure you have iOS 16.4 or later
• Update to the latest version from the App Store
• Try deleting and reinstalling the app

Android App:

• Ensure you have Android 9.0 (API level 28) or later
• Update to the latest version from Google Play
• Clear app cache in Settings > Apps > Luma > Storage

When to Contact Support

Contact support@lu.ma if:

• The issue persists after trying all troubleshooting steps
• You're seeing specific error messages
• Multiple users in your organization are affected
• You need help gathering diagnostic information

When contacting support, please include:

• Description of the issue
• Which troubleshooting steps you've tried
• Your ISP and location
• Any error messages you're seeing
• Screenshots if applicable