When you can’t log into an app or service, your first thought might be that your internet connection is down. Unfortunately, even people with fast connections and new routers experience this problem.

The first thing you should do to determine if your lack of TikTok access is your problem is to check if your broadband is working elsewhere. Can you connect to the internet on your computer, smartphone, tablet, game console, or any other device? If you can’t connect, even after disconnecting and reconnecting in the settings, you should investigate the issue with your router.

If your router has a reset button (like many Xfinity routers with their confusing orange lights), press and hold it until the router reboots. If your router doesn’t have a reset button, you can try the old method of turning it off, waiting for a minute, and then turning it back on. You can also try using mobile data to see if it’s your connection or the app causing the problem.

Of course, if you’re away from home and using a different connection, these steps won’t apply. But if you’ve tried these troubleshooting steps and still can’t get online, it’s likely that there’s an issue with your network. It’s a good idea to check for any notifications from your service provider about a wider outage, or contact them directly for assistance.