Issues - What information should I provide?

When logging an Orgvue issue with Support please consider what information Support might need that would enable them to help diagnose and resolve the issue for you as quickly as possible.

Below is a typical list of information to capture if you identify a potential issue. Providing this information will help Support help you faster. Note that providing all this information may not always be appropriate : -

1. How are you connected to Orgvue ?  (In the office, at home, over a VPN, WiFi ?)
2. What browser are you using ?
3. The dataset and pack that you are working in. It is sometimes easiest just to copy the URL of the page (as this provides the Orgvue Support team with the same information)
4. A full-screen screenshot showing the entire screen (including the URL), this provides info about the slide and any paging or filters applied
5. A brief description of what you were trying to do
6. A brief summary of the issue - if something doesn't look right, explain (with screenshots if possible) what you expect to see vs what you do see
7. A video recording of the issue where possible
8. Are you able to reliably reproduce the issue ?
9. Perhaps try the same actions on the immediately previous version of Orgvue (details on how to do that are here - Testing Issue in Previous Version – Orgvue Knowledgebase) and see if the issue persists
10. On rare occasions, an error may occur where an Error log appears with a long alphanumeric ID. In this case copy the text of the long id and provide that string.

Send all of this information to your Orgvue administrator via email.

If you are the Orgvue administrator (or a member of the Orgvue team) then please pass the information to the Orgvue Support team. They should then either be able to diagnose/resolve the issue or they may contact you for further information.