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Tips for Resolving Support Problems

When you’re experiencing a technical problem, whether it be email related or website related, there are a few simple things you can do on your end to ensure the issue is resolved as quickly as possible on our end. 

1. Replicate the issue

When you have a problem and require technical support, regardless of what the problem is, you should always try and replicate it a few times. Having an understanding of what procedure you took and at what point an issue arose can help us get to the source of the problem a lot quicker. 

2. Error Messages

When an error occurs it is extremely important to jot down the error message displayed on your screen. While you may not understand what it means, the support team will be able to diagnose the problem and avoid unnecessary time consumed on finding the root of the problem. Any cooperation on your end makes our job much easier and a lot faster. 

3. Software and Operating System:

It is important to be aware of the software you are running, including the web browser you are using (e.g. Internet Explorer, Firefox, Chrome), Operating System (Mac PC) and what device you are running (iPhone, Macbook, HTC One). If you aren’t sure what software you are running, please don’t guess as this will make the process longer. 

Example:

Your email is no longer sending emails.

What NOT to do:

Call your Support Officer and say your email is broken, can you fix it.

What to do:

Call your Support Officer and explain that your email has been working for the past two years on Windows 7 using Microsoft Outlook, however it has stopped working since you sent out a newsletter to 500 customers. When you try sending emails a message appears on the screen saying “error message- can’t connect to server.” Any information you can supply is going to greatly increase the changes of being able to sort out your problem with the least amount of problems as quickly as possible. 

Björn Mett

About Björn Mett

Björn is the Senior Technical Lead at MyWork Australia and makes sure that all our 3000+ websites are up and running smoothly. Originating from Germany, Björn is a big football (soccer) fan and loves to take his young family to Brisbane Roar home games.