Troubleshooting Resources

The more information you are able to provide to us when logging a support ticket, the quicker we can solve your problem.

Here are some resources which will help you do just that.

1. Screen Shots


A screen shot is a snapshot of exactly what you see on your screen. 
Nothing tells a story more accurately about what is going on, than a screenshot.

You can use built in system tools to provide a screen shot, or use a free tool which lets you write your comments on top of the screen shot which further explains things if needed.

Taking screen shots using built in tools on your computer / device.
Free software allowing for you to make comments on your screenshots
Skitch
Jing (Jing also lets you create mini-videos)

2. Clearing your Browser Cache {& other gobbledy-gook}


When you report a problem, and we can't replicate it, one possible reason is that there is a cacheing problem.

Cacheing is when your system uses an old stored copy of code or settings which have since changed. The solution is to clear your cache and test again.

Here is a document which will tell you how to clear the cache on the browser you are using (and how to find out what browser you are using if you don't know).

3. System Setup Snapshot


The web truly can be a complicated place. When an issue shows up for you, it does not mean it shows up for everyone, and this is due to the complex interaction between what computer or device you are using, what operating system you are using, and what internet browser you are using - just to list a few factors!

Thankfully - you can easily provide that information to us by simply going to this site and entering your details and ours. This will send us all of the information we need without you needing to tear your hair out! 

All you need to enter is your name, email address, and our email address.