How do I provide more information about an ERROR occurring?

To help us help you faster, the following article describes how to capture more information about the error you are receiving. 
A Service Desk support agent may ask you for the following:

In many cases a simple screenshot with the error can assist greatly! 

Windows

macOS

iOS

Android

Windows

macOS

iOS

Android

In almost every instance, the version number of a software program can be found under the HELP menu. There is usually a listing called "About software program name."

or you can look at the list of software installed on your computer.

  • Windows - Click on the Start button > search for Programs and Features > Open > locate the software in question
  • Mac - Open Finder > Applications (CMD + SHIFT + A)  > locate the software in question

SCU fleet computers have an asset barcode sticker (yellow/blue/silver) on the computer. The Service Desk support officer may ask for this so that we can find the computer in the remote support system.

Occasionally you may be asked for the computers name, this can be found following the links below:

Windows

macOS

Following are a sample of questions or information we'd require to identify and resolve the issue;

  1. Have you tried on a another device or computer?
  2. Have you tried another browser or cleared cache/history?
  3. When did it start happening? Has it ever worked?
  4. What were the steps they took to get there? I clicked on this, then this
  5. What is the the exact URL (http://.....)?
  6. Are other people in the same role/class having the same problem?
  7. Have you the re-started your device in the last 30mins?
  8. What are you attempting to do?

After you've captured the information, please attach/paste it into the email and send it to the Service Desk