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Contacting Support - What do support need to know?

This Article deals with what to do when you need support. It outlines a few things to try which may resolve your issue before you need to contact support. 

 
Typical Support Solutions - The 3 R's
 
These are the options that support would always suggest upon the first sight of issues, and sometimes they can help resolve minor one-time issues:
 
  • Relogin
  • Restart
  • Reinstall

 

 
None of the above have worked...What next?
If the 3 R's don't work, or if the problem is re-occurring so that they're impractical and time-consuming, don't worry the support team here at GeoOp are on hand to come to the rescue.
 
What seems to be the problem?
Just like when you go to the doctors our support need to find the root cause of the problem, and exactly like the Doctors the more information they have the quicker they can diagnose what is causing the issue.
 
During the investigation process, there are some things that might help the support team identify what's causing the issues, for example screenshots (which demonstrates what the issue looks like) and the operating system (OS) version, app version.
 
Does this look normal?
Think of a screenshot like a photo of the screen of your device. There are slightly different ways to do this depending on your device
 
Apple
iPad/iPhone: Press Home + Power
Mac computer: Command + Shift + 3 (full screen) or Command + Shift + 4 (just an area of the screen)
 
Android
This depends on your device and the Android OS version:
Typical ones include Home + Power, Power + Volume Down, Swiping across the screen.If none of these suggestions work please do a google search for your android device.
 
 

On Windows

PrtScr (full screen) or Alt + PrtScr (window)

 
Where does it hurt?
The next bit of information which the support team will need is the Operating System (OS) version of the device you are using. Below are some screenshots to help you locate the information: 
 
Apple
 
On the  i-Phone
This is how to find the OS version of your phone:
 
 
and also how to find out which version of the GeoOp App you are using:
 
 

A.  On the Login screen of the App

B.  On the Settings Page (select Settings and scroll to the bottom of the page)

 
On the iPad
 
This is how to find the OS version: 
 
 
 
and where to find app version:
 
 
 
 
Android (we have used a Samsung device as an example)
 
Where to find:
 
 
 

A.  How to find the Android version General/About Device

B.  How to find the GeoOp App Version Settings/About

 
 
Contacting Support
Once you have as much information about the issue as you can you can then submit a support request.
 

Key Features

1. In GeoOp Office go to the top right and click on the "?" symbol

2. You will be directed to the GeoOp help centre, go to the top right and click "submit a request"

3. Fill in the form, remembering to attach any screenshots and then submit the ticket, our support team will respond asap

 

 
 
Other ways we can help
 
If the problem is occurring on your computer, we can also provide screen-sharing sessions to reproduce the problem right on the spot. Here are some frequently used programs. 
 
Join.me
https://join.me/
 
Join me allows the support to see what is happening on your Computer.
 
 
After seeing this screen, copy the link and send it to support, and we'll be able to see what happens on your screen.
 
Google Chrome Desktop
https://chrome.google.com/webstore/detail/chrome-remote-desktop/gbchcmhmhahfdphkhkmpfmihenigjmpp?hl=en
 
If you are using the Google Chrome browser you can install a plugin, which allows the support team to see and have control access of your computer
 
 
 
 
After seeing this code, send it to support.
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