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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.

Please note: when troubleshooting an issue, providing accurate and detailed information can help our support team identify and resolve problems efficiently. Clear communication and thorough documentation are critical for faster resolution.

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!