How to Troubleshoot App Issues (Juniper)

This guide outlines the essential details to collect, including device information, network status, and steps leading to the issue.

Step-by-Step Instructions:

Step 1: Provide Device Details

• Include the make and model of the device.
• Share the software version currently installed.
• Check and report the available memory on the device.

Step 2: Check Network Status

• Identify whether the device is connected to data or Wi-Fi.
• Run a speed test and report the download speeds.

Step 3: Share User Login

• Confirm the user login credentials being used (e.g., username or email address) - we strongly suggest against sharing passwords via email for data security reasons, please give us a call for this confidential information.
• Ensure login details are accurate and correctly formatted.

Step 4: Describe Steps Leading to the Issue

• Outline the actions taken before encountering the issue.
• Provide a step-by-step account to help replicate the problem.

Step 5: Include Screenshots or Videos

• Capture screenshots or record a video of the issue.
• Ensure images or videos clearly show error messages or problematic behavior.

Summary of Key Steps:

• Step 1: Collect and share detailed device information (make, model, software version, available memory).
• Step 2: Check and report network status (data/Wi-Fi, download speeds).
• Step 3: Confirm and share user login credentials.
• Step 4: Describe the steps leading to the issue in detail.
• Step 5: Provide supporting visuals like screenshots or videos.

Conclusion:

By following these steps, you will provide comprehensive information that allows the support team to diagnose and resolve issues efficiently. A clear understanding of device details, network status, and user actions ensures a smoother troubleshooting process. If you need further assistance or encounter additional challenges, please contact our support team.

Questions? Email us at support@hellojuniper.co and we’ll be happy to help!