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Questions for Troubleshooting

Platform issues:

  1. Instance/Environment: Please specify the tenant ID that you are utilising for test and or the tenant that you are having an issue with e.g. lik783
  2. The area of fault i.e. the platform the issue is occurring in (Geofences, push messaging, reporting, dashboard etc.)
  3. Number of Consumers impacted
  4. Consumer name and contact details. (Include Partial consumer ID if exposed in the app)
  5. Steps to replicate: please provide us with the steps that should allow us to replicate the issue
  6. If you have encountered this issue or similar before in the platform, on which version?
  7. Details of the software versions linked to the platform. (current App build, Device type, Device OS version)
  8. The configuration of the platform/device network settings (Bluetooth, Wi-Fi, 3G or 4G)
  9. Error logs: please supply any error logs or screenshots related to the issue or that you think may be of assistance

 

SDK /APP issues:

  1. App build details: Please specify versions of Android / iOS builds and provide us with access [(please also confirm that there have not been any changes to the certs. the apps should be using production certs)]
  2. Device details and OS version: Please specify the model of device the issue was reported on and the version of operating software installed i.e. Samsung S6 KitKat, iPhone 6  9.0 etc
  3. SDK version of the build the issue is seen in. Have this issue occur previously? If yes, which build/SDK version?
  4. Device network state: Connected/Disconnected. Connected via (WiFi, 3G, 4G, Airplane, etc)
  5. Steps to replicate: please provide us with the steps that should allow us to replicate the issue
  6. Error logs: please supply any error logs or screenshots related to the issue or that you think may be of assistance.
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