Before reporting an issue to Clui, we recommend that you try some troubleshooting yourself (whether you are the one with the issue or one of your learners) to see if you can resolve the issue. There are some simple steps that you can take which can resolve a lot of the issues that are raised which in turn will save you time.
Below is a step by step guide to help you with initial troubleshooting:
Step 1: Basic troubleshooting
- Check what browser and device you/the user with the issue is on. For a list of required settings, see the article “Required settings and environment for using Clui”
- Try logging out and logging back in again
- Run through the following steps on the article “Troubleshooting issues when trying to complete a course”. You can share this with the learner to work through
If the issue is still not resolved then you should send an email to support@compono.com
Step 2: Reporting an issue
When reporting an issue to support@compono.com, please provide the following information. This information will allow us to try and replicate the issue which will help us identify the source of the problem if there is one.
For all issues
- Clear steps to reproduce the issues i.e.
-
- Start on the URL - [www.example.com]
- Click on [example]
- Click on [example]
- Etc
- The expected behaviour/result - i.e. I expected to see/for this to happen...
- The actual behaviour/result - i.e. Instead we saw… Please include any error messages you may have seen
Please also provide the following information:
- The device the user was on, i.e. desktop/tablet/mobile. If you know the model that would be even better
- The browser they were using at the time
- Any screenshots of what page they were on or any error messages they saw. When taking a screenshot, a picture of the full screen is more helpful than a picture of part of the screen where the issue is. If we can see the URL, the browser, that really helps up to troubleshoot and saves us from coming back to you with more questions and therefore reducing the time it takes for us to get back to you.
Issues that relate to a course only
Things to try before submitting a request through support@compono.com
- Try looking at the following articles on our support page or searching for your issue
If you are unable to resolve the issues, then contact support@compono.com and include the following extra information on top of the information outlined for all issues being reported
- Course URL and it’s name
- If the course has more than one module, which specific module is causing the issue and what type of module are you using i.e. path selection, document viewer, form, approval, assessment etc
- If the issue is related to a SCORM module, would you be able to share the SCORM package that has the issue.
Also please include any additional information about the course that might be useful, i.e.
- If you copied the course from another course
- If there were people enrolled in the course that you unenrolled
- Any updates/changes you made recently to the course
Issues that relate to a people/profile only
Things to try before submitting a request through support@compono.com
- Try looking at the following articles on our support page or searching for your issue
If you are unable to resolve the issues, then contact support@compono.com and include the following extra information on top of the information outlined for all issues being reported
- User URL - If it's related to a specific user. You can get this by navigating to their profile page
- Are they an admin or a learner?
Issues that relate to reports
Things to try before submitting a request through support@compono.com
- Try looking at the following articles on our support page or searching for your issue
- Check the user’s permission levels for the learning space and for groups to ensure they have the right permissions
Also please include any additional information about the report that might be useful, i.e.,
- The name of the report you are trying to run along with the URL
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