When learners turn to you for technical help and you are not able to replicate the mentioned issue, the following five details will help us through the investigation process.
- Learner Profile
Providing the Profile URL will help us designate if a learner has a specific enrollment status or course role. If you are not able to find their URL - please provide the email address that they are registered with. Please make sure to include the specific course.
While we strive to support all modern browsers and devices, there can be times that our look & feel may differ through each browser. Providing the browser link via http://www.whatsmybrowser.org/ can be extra helpful for those browser-specific issues.
It is also good to see if their browser is compatible with our current Technical Requirements.
Asking your learner to provide a screenshot of their screen can help immensely, both to compare and contrast what is different and to pinpoint any areas of confusion. After all, a picture is worth a thousand words.
- Step by Step
If the user can provide the step-by-step details on their process (From what did they come from? What was intended that did not occur?) This will help us in hopes to replicate the issue.
- Course-Specific URL
In the case that the issue is relating to a specific part of the course, providing the specific URL to the assignment or team, can help.