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 name).
  • 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.