Helping us troubleshoot when you run into an issue - Thu - Mar 14, 2019 - 1:11pm

Posted by Dawn Updated: Dec 2022 0 Comments Troubleshooting
Periodically, we hear that either a user or a customer may encounter a problem. There are several items that will help us track down the problem. When providing information, please copy and paste the questions below into a support request and provide as much information as possible. The more information we have, the greater the likelihood that we'll be able to replicate and fix the problem. 

Providing screenshots with error messages, browser information and URLs can help immensely! 

1. Which URL are they accessing or attempting to access? 
2. Which browser is being used? (ie. Chrome, Edge, Safari, Firefox) 
3. What is the browser version? 
4. What device type is being used? (Mac, iPad, phone, PC, Android, iPhone) 
5. What error messages are being displayed if any? Please cut and paste the exact message. 
6. If you hear that customers are getting "kicked out" or "signed out", ask them what that means. 

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