Error Messages in the Application

Error Messages in the Application

Question: 

I received an error message in the application. What information should I communicate in an email to Support@shadowtrack.com to get this resolved?

Answer: 

  1. Please Provide The Following:

    1. What Entity are you in?
    2. What area of the application are you trying to use?
      1. Ex. The enrollee profile, entity profile, or report tab, etc. 
    3. What are you specifically using within the given area of the platform?
      1. Ex. Creating/viewing a protocol or template?
        1. Please list the name of the protocol or template. 
    4. A screenshot(s) of the entire page displaying the error message
    5. Any additional information you can provide that would be helpful in troubleshooting the issue.

  2. Action Items To Recommend:

    1. Refresh your browser
    2. Chrome is the preferred Web Browser
    3. Ensure your computer does not have any outstanding software updates
    4. Ensure your web browser does not have any outstanding updates 
    5. Clear your Cache
    6. Clear your Cookies
Shadowtrack support representatives can also inquire on the above items when someone is experiencing errors in the ShadowtrackONE Platform.


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