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.
- Organization name.
- Program name.
- Reporting an issue that occurred with:
- Myself (Program Administrator).
- Mentor/Mentee (insert name).
- A Group (insert group name).
- Both myself and mentor/mentee (insert names).
- Reporting member’s role (Administrator, Mentor, or Mentee).
- 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/Chat.
- 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.