The first thing that I want to tell you is that you will be doing yourself, your end user, and us at OpsAnalitica a favor if you just simply tell your end users to please reach out to the support chat with any issues they are having with the app.
Here is why:
You will save yourself, the end user, and us a ton of time if we can just talk to them directly through chat and ask them questions in real-time.
If the platform is up and running, then 99% of the time, the issue is with the end users device or internet connection.
If the platform is down, we have had a 99.9999% uptime, support chats are how we figure out what is happening and how wide spread it is. We need people to get on support chat and tells us what they are experiencing.
We use support chats to track support trends and identify issues.
Our support team sees every chat and they are very good at fixing common issues quickly.
If an end user emails you and says they are having an issue, we would appreciate it if you told them to contact our support chat so we can diagnose the issue quickly and get them sorted out.
Troubleshooting:
If an end user is experiencing an issue, and you want to see to troubleshoot it with them. These are the steps that we follow:
See if you can recreate the problem on your end.
If possible try to use the same device as they are using and do exactly what they are doing.
(If its a report, use the same filters, if its a checklist try to submit it for them or create your own)
Have them send you screenshots of what they are seeing.
Since we are a web application, if you can recreate the issue on your end then you should notify OpsAnalitica immediately.
OpsAnalitica has one code base and you access it from the different devices.
If you can recreate the issue, then it is an issue.
If you cannot recreate the issue: This tells us that the issue might be with the end users device, settings, or internet connection.
The app has issues when it thinks it has internet because the device is telling it is connected to a network but there is no wifi signal. It doesn't switch to offline mode because it thinks it's connected.
Getting them connected to active wifi solves most issues.
If the person didn't set the setting correctly on their device or their operating system or app version are not current that can cause issues.
Basic Troubleshooting steps we have people do that fix most basic issues:
Check their wifi, and make sure they have internet by navigating to another website on their device.
Turn the app off completely and back on.
Check that they are on the correct version of the app by going to About and looking for green bars.
Deleting the app and reinstalling it.
For iOS devices trying in mobile Safari
Trying to do what they were doing from a different device on a different network.
We would absolutely prefer that you send your end user to the Support Chat. We are dying to help them and we always learn from each interaction with our clients. If you feel like troubleshooting with them, please do, and open a support chat if you can recreate any issues.