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(provide Program Administrator name). - Mentor/Mentee
(insert(provide member's name). - A Group
(insert group(provide group's name). - Both myself and mentor/mentee
(insert(provide all names).
- Myself
- Reporting member’s role (Administrator, Mentor, or Mentee).
- Brief description of the section
inof 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,attempts as Administrator, how often the issue hasoccurred,been reported, and additional supplementary files. - How was the platform accessed? e.g.: through the Mobile App, desktop browser, mobile browser?
- Which browser was used to access the platform? Safari/Chrome/Edge.
Note that these are the only accepted browsers on MentorCity.
- Which Operating System (OS) is in use? iOS, Android, macOS, Windows, Chromebook, etc.
- Are your systems (OS & browser) up to date?