Difference between revisions of "Troubleshooting overview"

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(Created page with "__NOTOC__ {{Requirements|UserLevel=All levels|Connectivity=Online and offline}} When you are running into any troubles with the InfoEx application, we recommend the following...")
 
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{{Requirements|UserLevel=All levels|Connectivity=Online and offline}}
 
{{Requirements|UserLevel=All levels|Connectivity=Online and offline}}
  
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When you are running into any troubles with the InfoEx application, we recommend the following approach for solving the problem:
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When you are running into any troubles with the InfoEx application, we recommend the following steps for solving the issue:
  
 
{|class="TblSteps"
 
{|class="TblSteps"
 
|-
 
|-
 
|class="StepNum" | 1.
 
|class="StepNum" | 1.
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|'''Check the [[Documentation Overview|Documentation]]'''
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|'''[[Documentation Overview|Check the documentation]]'''
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* to ensure you are completing the steps for the functionality in the right fashion
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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.
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* to check whether an issue related to this functionality is already known.  
 
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If the issue is known, the documentation generally describes a workaround.
 
 
|-
 
|-
 
|class="StepNum" | 2.
 
|class="StepNum" | 2.
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|'''Complete 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.
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|'''Complete 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.
 
|-
 
|-
 
|class="StepNum" | 3.
 
|class="StepNum" | 3.
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|If you are still experiencing the same issue, '''[[Emptying the data cache of your application|empty the data cache of your InfoEx application]]'''. 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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|'''[[Emptying the data cache of your application|Empty the data cache of your application]]
 +
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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|-
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|class="StepNum" | 4.
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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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|-
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|class="StepNum" | 5.
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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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|class="StepNum" | 6.
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|'''Call CAA support staff'''
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If you need immediate assistance, please call InfoEx support directly. Click [[Contact Page|here]] for their contact information.
 
|}
 
|}
  
 
[[Category:Super User]][[Category:Operation Administrator]][[Category:Submission Moderator]][[Category:User]]
 
[[Category:Super User]][[Category:Operation Administrator]][[Category:Submission Moderator]][[Category:User]]

Revision as of 11:35, 16 November 2013

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 list all of the known functionality issues and describes workarounds is available.

2. Complete 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. Empty the data cache of your application

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.

4. Reinstall the application

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.

5. 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. Click 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.

6. Call CAA support staff

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

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