Information needed by Support personnel

Depending on where the issue is, Support will need certain information from you. Please be ready to provide the following:

If you are having issues while using Publisher:

1. A description of the problem (Ex: A missing button, a problem in the text format...)
2. Browser and version you are using
3. Flash installed?
4. Internet speed
5. A short description of what you were doing before the issue occured
6. What steps have you taken prior to contacting support?

If you are having issues with your live site:

1. A description of the problem (Ex: A missing button, a problem in the text format...)
2. Browser and version you are using
3. Name of affected pages (if not the entire site)

If you're having an  issue with your EDM (Email Campaign):

1. A description of the problem
2. Name of affected EDM
3. Email software you are using

If you are having issues with Screens:

1. Device model
2. Screen network name
3. Device name
4. Internet connection (3G or Wifi?)
5. Instance/Slice (http://yourinstance.myopensign.com
6. Source of content (Git or external site details)