How to Troubleshoot Unknown Issues
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Identify & Specify: Make sure you know exactly what is happening
- What specific button is being clicked?
- What happens after they click that button?
- How widespread is the issue?
- Is the user on a recommended browser?
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Reproduce: See if the issue happens for you too, or if it's unique to the user you're helping
- Impersonate the user and try to recreate the issue
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Document and Describe: get the details ready to pass on
- Document what you discovered in steps 1 and 2
- Take or gather screenshots/recordings
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Report
- If you are still unable to resolve the issue, send it to the product manager to help
Before submitting a request, ask yourself: "If I were trying to solve this problem, what information would I need to know from the user?" Include all of that information with the request.
Always include as much information as possible!
- Who: This means names and email addresses of all the people experiencing the issue
- What: Include a detailed description of the issue with screenshots if possible
- When: Tell us when it happened or how often it happens
- Where: Share what page were they on when the issue occurred, what button they pressed that resulted in the issue, and any other information that can help us find, reproduce, and troubleshoot.
| Bad Requests | Good Requests |
|---|---|
| Students are having issues with questions in Cloud. What's going on? | The following students are unable to press the "Continue" button on the first TYK question in the "Getting Started" lab:
I have impersonated the students and reproduced the issue and can't figure out how to resolve it. Other students are not having this problem. Institution: Hogwarts University |
| A school needs V-Scope turned on can you turn it on for me? |
It looks like V-Scope wasn’t added for LP-1234-BK-01. It was originally quoted correctly with the V-Scope lessons, it just didn’t get turned on in the master course. There are no students in the section, so we can turn it on in the master course and then make a new section so V-Scope appears in the menu. I will submit a new instance request once it is turned on in the master course. |
| The clone feature isn't working. |
I am trying to Clone the following section for Hogwarts University, but it doesn’t appear to be cloning—the button is active, but when I press it, it just spins and then resets, it doesn’t go back to the institution page like normal. Please see the attached screen recording to view the issue. I can clone other sections and other SKUs, so it seems to be isolated to only this section. Institution: Hogwarts University |
| Can you explain to me about adding courses? A student can't access her course. |
This student can’t access her HOL course. She has the enrollment URL and can sign into her account, but there are no courses in her dashboard so she can’t proceed from there. She is accessing via a link in her LMS. Institution: Hogwarts University This is the second student from this school that is experiencing this issue. The other student is named Ron Weasley and uses the email address [email protected]. |
| A student is having trouble with a data table. Can you have Woodridge fix it? | A student is getting a submission error when trying to enter text in a data table. Please see the attached screenshot that shows the error. I have impersonated the student and am also unable to enter text in the data table. This is only happening to this one student as far as I am aware. Institution: Hogwarts University Student Name: Ron Weasley SKU: LP-1234-BK-01 Enrollment URL: myhol.holscience.com/sljfwoef/woijfw Lesson: Getting started Data Table location: Experimentation > Data Table 3 |
| Vouchers aren't working! Help! |
Several students from this institution are unable to redeem their vouchers. We’ve followed all the steps in the troubleshooting voucher issues article in the knowledgebase and are still unable to identify the issue. Please see the attached spreadsheet with student names and their voucher codes that aren’t working. I’ve also included a screenshot of the screen students are seeing when they see the issue. School: Hogwarts University |
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