System Issue Guide

Troubleshooting is the process of diagnosing the source of a problem. It is used to fix problems with hardware, software, and many other products. The basic theory of troubleshooting is that you start with the most general (and often most obvious) possible problems, and then narrow it down to more specific issues.

Remember: FOR ANY ISSUES A SUPPORT AMBASSADOR IS HAVING THAT CAN NOT BE CORRECTED IN 5MINS, NOTIFY YOUR ACCOUNT MANAGER. 

Hardware Issues

Step 1: Call Agent via facetime / whatsapp

Step 2: Identify issue SA is having

Step 3: Watch SA push wires into slots

Step 4: Have SA run wire with their fingers to confirm its in slots. 

Step 5: Inquire if they have extra equipment such as DPI cords, HDMI Cords, Monitor/TVs, keyboards, mouses, etc

Step 6: Alternate extra equipment to search and identify the main cause of the issue

Step 7: Replace Equipment

What if there are Issues? 

You always want to start with cheapest/easiest thing possible and work your way to complicated/expensive things. Such as restarting a computer to shipping out a whole new computer. 

Nova is not working: 

Step 1: Check if Global Protect is on. 

Step 2: Check if Internet is connected. 

Step 3: Close out all tabs (nova knowledge, airphone, nova, airbnb related etc.)

Step 4: Open Nova 

(If issue persist)

Step 5: Clear Cache and cookies, force stop global protect, close all tabs, and proceed proper set up.

Tip: If SA is unable to log into Nova, Have them type the user name, password, place id instead of utilizing autofill.  

Tip #2: Oversee when they’re typing. If the autofill goes away it means what they’ve typed is different

IB/OB Phone Issues?

Step 1: Check if Airphone is connected properly.

Step 2: Check if Global protect is on. 

Step 3: Close out all tabs (nova knowledge, airphone, nova, airbnb related etc.)

Step 4: Re-Open Airphone web 1st and wait until it states “waiting for call”

Step 5: Open up Nova and log in.

(If issues persist)

Step 6: Clear Cache and cookies, force stop global protect, close all tabs, and proceed proper set up.

Tip: Do not utilize Airphone App as issues seems to occur because of it

Tip: Sometimes due to multiple tabs, agents may have closed out airphone which is why they are unable to take or receive calls.

Internet Issues

Step 1:  Check if they are connected to ethernet

Step 2: Check internet connection on system

Step 3: Have SA go on google search “internet speed test”

Step 4: If speed test states “slow” have SA double check ethernet

Step 5: If Speed continues to state “slow” have SA disconnect personal phone, smart tv, and other non work related device from the internet

Step 6:  Have SA reach out to internet company to figure out issue and provide documentation to TM. 

Remember: Issues on the employee side are not paid and the employee would be logged out in Kronos. 

COX Internet outage

 https://downdetector.com/status/cox-communications/map/ 

 CenturyLink outage

https://downdetector.com/status/centurylink/las-vegas/ 

Direct TV outage

https://downdetector.com/status/directv/ 

Please connect with your Account Manager if you have any trending issues with a specific Support Ambassador right away.