We've made a series of improvements to our industry-leading troubleshooting experience to uncover more potential cost savings for your business and streamline faster service request response and resolution times.
Please note: at this time, these guides are only available on the web-based portal. We anticipate troubleshooting guides will be available in the app by mid-February 2025.
Viewing Troubleshooting Guides
Troubleshooting guides are available when the request is being created and if troubleshooting is marked as "PENDING" during intake.
After you've selected what asset needs service, our system will pull up suggested troubleshooting for you to try.
Click the teal "Start" button to view the guide.
Trying Troubleshooting
You'll be brought to a screen with common symptoms. Click on the option that most closely matches the symptoms you're experiencing.
Instructions from troubleshooting will populate, as well as three options for each step: Completed, Pending, or Skipped.
Select Completed if you've tried that troubleshooting step.
Select Pending if you've started that step, but haven't finished it up. This is a helpful one to use for troubleshooting that takes longer to confirm results, like defrosting a cooler or powering off an AC unit for 10 minutes to allow it to reset.
Select Skipped if you haven't done that step.
Submitting Results
Once you've gone through all the troubleshooting steps, you'll be asked if your problem was resolved.
Click Yes if the troubleshooting fixed the problem.
Click No if the issue is still present.
Click Pending if you're still waiting for results.
If Troubleshooting is Marked As Pending
If you mark troubleshooting as Pending, you'll receive a pop up prompt asking if you'd like to proceed with dispatching.
Select Yes, Start Dispatch if you'd like 86 Repairs to contact a vendor right away and line up service, even if the troubleshooting results haven't been verified.
Select No, Wait for Troubleshooting if you'd like 86 Repairs to hold off on contacting a vendor until you can verify the troubleshooting results.
Updating Troubleshooting Results
After the request is created, you'll have a My Tasks notification as well as the ability to select Complete Task on the request itself.
Click the Complete Task button to update your troubleshooting results and mark troubleshooting as Successful or Unsuccessful.
If Troubleshooting is Marked as Unsuccessful
If troubleshooting is unsuccessful, we'll log your efforts and proceed with dispatching efforts.
You can track the stage the request is in with the progress bar at the top of the request page.
If Troubleshooting is Marked as Successful
It's recommended that you still create the request if troubleshooting is successful. Your troubleshooting success will be logged; no vendor will be contacted for service.
If you click Cancel after marking troubleshooting as successful, you'll receive a pop up prompt asking if you're sure you want to cancel.
Further Questions
If you have further questions on troubleshooting, request submissions, or dispatch, chat with the 86 Repairs customer service team!