Difference between revisions of "Troubleshooting overview"

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|'''[[Documentation Overview|Check the documentation]]'''
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|'''[[Documentation overview|Check the documentation]]'''
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Please first check the documentation to ensure you are completing the steps for the functionality in the right fashion. The documentation also list all of the known functionality issues and describes workarounds is available. If you are experiencing issues with the Google Earth plugin, visit [[Known issues with the Google Earth plugin]] for tips on how to resolve related problems.  
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Please first check the documentation to ensure you are completing the steps for the functionality in the right fashion. The documentation also lists all of the known functionality issues and describes workarounds if available. <BR>
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Help videos are also available.
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[https://www.youtube.com/playlist?list=PLLQfb1IND4co4SlNncKq3MmTjOyY_jr8o] Click to watch.
 
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|'''Complete close Google Chrome'''.  
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|'''Completely close Google Chrome'''.  
 
Make sure you save your work to the local computer (observations: click in the save button; workflows: click on Save & Exit) before quitting Google Chrome. Ensure that all of the Google Chrome windows are closed to terminate any processes associated with the browser. Then restart the browser and log into the InfoEx application again.
 
Make sure you save your work to the local computer (observations: click in the save button; workflows: click on Save & Exit) before quitting Google Chrome. Ensure that all of the Google Chrome windows are closed to terminate any processes associated with the browser. Then restart the browser and log into the InfoEx application again.
 
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|'''[[Emptying the data cache of your application|Empty the data cache of your application]]
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|'''Submit a ticket to InfoEx support'''
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If you are still experiencing the same issue, empty the data cache of your InfoEx application to reset the application to its default state. Please be aware that this process will erase any data that has been stored on your local machine (customized data entry forms, any unsubmitted observations and workflows). You also need to be online to log back into the application after you have completed this step since the locally stored login information will have been deleted.
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If the issue still persists, you have likely discovered a bug in the application that needs to be fixed. Email a support request to [mailto:support@avalancheassociation.atlassian.net support@avalancheassociation.atlassian.net] to submit a ticket to InfoEx support. Please be as detailed as possible in the description of your issue. This will allow our support staff to recreate the issue and track down the cause.
 
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|'''[[Deleting and reinstalling the application|Reinstall the application]]
 
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If you are still experiencing the same issue, reinstalling the application might solve the issue. Please note that any local data will be deleted in this process. You also need to be online when you restart the InfoEx again as the entire application has to be downloaded again. Depending on your Internet connection, this might take a while.
 
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|'''Submit a ticket to InfoEx support'''
 
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If the issue still persists, you have likely discovered a bug in the application that needs to be fixed. Click [https://canadianavalancheassociation.zendesk.com/anonymous_requests/new here] to submit a ticket to InfoEx support. Please be as detailed as possible in the description of your issue. This will allow our support staff to recreate the issue and track down the cause.
 
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|'''Call CAA support staff'''
 
|'''Call CAA support staff'''
 
If you need immediate assistance, please call InfoEx support directly. Click [[Contact Page|here]] for their contact information.
 
If you need immediate assistance, please call InfoEx support directly. Click [[Contact Page|here]] for their contact information.

Latest revision as of 08:59, 13 July 2017

REQUIREMENTS
Permission All levels
Connectivity Online and offline

When you are running into any troubles with the InfoEx application, we recommend the following steps for solving the issue:

1. Check the documentation

Please first check the documentation to ensure you are completing the steps for the functionality in the right fashion. The documentation also lists all of the known functionality issues and describes workarounds if available.
Help videos are also available. [1] Click to watch.

2. Completely close Google Chrome.

Make sure you save your work to the local computer (observations: click in the save button; workflows: click on Save & Exit) before quitting Google Chrome. Ensure that all of the Google Chrome windows are closed to terminate any processes associated with the browser. Then restart the browser and log into the InfoEx application again.

3. Reboot your computer.

A persistent issue might be fixed by simply rebooting your computer.

4. Submit a ticket to InfoEx support

If the issue still persists, you have likely discovered a bug in the application that needs to be fixed. Email a support request to support@avalancheassociation.atlassian.net to submit a ticket to InfoEx support. Please be as detailed as possible in the description of your issue. This will allow our support staff to recreate the issue and track down the cause.

5. Call CAA support staff

If you need immediate assistance, please call InfoEx support directly. Click here for their contact information.

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