Troubleshooting Overview¶
Purpose¶
Resolve user-facing issues quickly with a consistent response flow.
Standard format¶
Every troubleshooting item uses:
Symptom -> Cause -> Fix -> Escalation
Troubleshooting steps¶
Use this sequence before escalating:
- Isolate the problem: Is it one user, a group, or everyone? One machine or all machines? One widget or the whole app?
- Verify filters: Confirm machine, time range, and (if available) batch selection.
- Verify permissions: Some pages and actions require a specific role.
- Network and connectivity: Check Wi-Fi/Ethernet/VPN status and try reloading once.
- Retry once: Refresh the app, then sign out and sign in again if required.
Reporting bugs and issues¶
If an issue is not covered by the manual (or looks like a technical bug), include:
- a clear description of what happened and what you expected
- steps to reproduce (if possible)
- any error message text
- timestamp and affected machine/time range
- device type, operating system, and browser
Severity guidance¶
- Info: user can continue after local correction.
- Warning: user impact exists, but workaround is available.
- Critical: user workflow blocked and must be escalated quickly.
Escalation channel¶
- Primary contact: harro-digital@hoefliger.de
FAQ¶
For common "how do I" questions, see: FAQ