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 (provide Program Administrator name & email address).
  • Mentor/Mentee (provide member's name & email address).
  • A Group (provide group's name).
  • Both myself and mentor/mentee (provide all names & email addresses). 
    
    
• Reporting member’s role (Administrator, Mentor, or Mentee). 
  
  
• Brief description of the section ofin MentorCity in whichwhere the issue occurred i.e.
  • While tryingattempting to book a meeting.
  • During a meeting.
  • While tryingattempting to join a meeting.
  • While tryingattempting to find/make a match.
  • While logging into the platform.
  • Courses section.
  • User profile.
  • Relationship Message/Chat.
    
    
• What type of issue occurred? E.g., Audio, video, login error, missing course images, unresponsive button/link/function.
  
  
• Was an error message returned?received? If yes, please attach a screenshot of the message.
  
  
• Detailed description of the issue explaining all steps taken prior to the error/issue.

  AFor added clarity, a screen recording usingLoom Screen Recorder can also be shared if visual guidance might be easieraid with comprehension more effectively than providing a lengthy textual description of all the preceding steps.

• Please provide any additional information that could be useful in resolving the issue, such as, your resolution attempts as Administrator, how often the issue has been reported, and additional supplementary files. 
• HowThrough which medium was the platform accessed? e.g.: through the Mobile App, desktop browser, mobile browser?
  
  
• Which web 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 yourboth systems (OS & browser) upupdated to date?the latest version?
  
  
• Please provide any additional information that could assist in resolving the issue, such as, your resolution attempts as Administrator, the frequency of issue reports, and additional supplementary files i.e. screenshots.