Troubleshooting Guide
The troubleshooting process provided below is a sample guide that Program Administrators can use to gather information from members in order to allow you to easily self-troubleshoot platform issues and/or escalate to Mentor Canada’s support team if needed.
- Reporting member’s full name (if applicable).
- Reporting member’s role (if applicable).
- Reporting an issue that occurred with:
- Myself (Program Administrator)
- Mentor/Mentee
- A Group
- Both myself and mentor/mentee (for member's submitting reports).
- Brief description of the section in MentorCity in which the issue occurred i.e.
- While trying to book a meeting.
- During a meeting.
- While trying to join a meeting.
- While trying to find/make a match.
- While logging into the platform.
- Courses section
- User profile
- Relationship Message
- How was the platform accessed? e.g.: Mobile App, desktop browser, mobile browser?
- What browser did you use? Safari/Chrome/Edge.
Note that these are the only accepted browsers on MentorCity).
- What Operating System (OS) do you use? iOS, Android, macOS, Windows, Chromebook etc.
- Are your systems (OS & browser) up to date?
- What type of issue occurred? E.g., Audio, video, login error, missing course images, unresponsive button/link/function.
- Was an error message returned? If yes, please attach a screenshot of the message.
- Detailed description of the issue explaining all steps taken prior to the error/issue.
A screen recording can also be shared if visual guidance might be easier than providing a lengthy description of all the steps.
- Please provide any additional information that could be useful in resolving the issue such as your resolution attempts and additional supplementary files.
What Operating System (OS) do you use? iOS, Android, macOS, Windows, Chromebook etc.Are your systems (OS & browser) up to date?What type of issue occurred? E.g., Audio, video, login error, missing course images, unresponsive button/link/function.Was an error message returned? If yes, please attach a screenshot of the message.Detailed description of the issue explaining all steps taken prior to the error/issue.A screen recording can also be shared if visual guidance might be easier than providing a lengthy description of all the steps.
Please provide any additional information that could be useful in resolving the issue such as your resolution attempts and additional supplementary files.