Troubleshoot Issues

When you run into issues that you can't easily fix yourself, you can follow a general process to troubleshoot the issue. This process can involve error messages, diagnostic tests, recordings of the issue, and your help desk.

To troubleshoot issues, follow these steps:

1. If you get an error message, especially for an application-related error, the message might say that your help desk is notified. Or, the message might advise you to contact the help desk yourself.

   Either way, note down the message ID that appears after the message text, and the incident ID (if any) and inform your help desk.

2. Run diagnostic tests if you have access to do so and can find tests relevant to your issue. Click your user image or name in the global header to open the Settings and Actions menu, and select Run Diagnostic Tests.

   If you can't run diagnostic tests, or can't resolve the issue after looking at test results, then go to the next step.

3. Contact your help desk and provide the IDs you noted in step 1, any diagnostic test results, and anything else related to your issue.

4. If your help desk asks you to reproduce and record your issue, click your user image or name in the global header to open the Settings and Actions menu, and select Record Issue.

5. After you finish recording, note down all the information about your recording (for example the recording ID) and send it to your help desk.

6. Continue working with your help desk to resolve your issue.