Ensure the following before contacting Appeon:

• That the Web and application server are running properly.
• That AEM can be loaded and there are no license errors.  For example, go to www.domain.com/AEM and you should see the AEM login screen.  If you do not see the AEM login screen either Appeon Server has not been installed or the Web and application server are not running properly.
• Login to AEM and ping the connection cache that is used by the application you cannot login/run.  It MUST ping successfully.