Overview
This guide is designed to help agents assist customers experiencing crashes when submitting messages after updating their mobile app. Follow these steps to ensure a thorough troubleshooting process.
1. Confirm Basic Details
- **Operating System:** Identify if the customer is using iOS or Android and confirm the version.
- **App Version:** Ensure the customer is using the latest version of the app.
- **Device Information:** Gather details about the customer's device model and specifications.
2. Basic Troubleshooting Steps
Reinstallation
- **Step 1:** Ask the customer to uninstall the app.
- **Step 2:** Instruct them to restart their device.
- **Step 3:** Guide them to reinstall the app from the official app store.
Clear Cache (Android Only)
- **Step 1:** Go to Settings > Apps > [App Name].
- **Step 2:** Tap on Storage.
- **Step 3:** Select "Clear Cache" and then "Clear Data".
Check for System Updates
- **Step 1:** Instruct the customer to check if their device's operating system is up to date.
- **Step 2:** If an update is available, guide them through the installation process.
3. Advanced Troubleshooting
Network Connection
- **Step 1:** Confirm the customer is connected to a stable internet connection.
- **Step 2:** Suggest trying both Wi-Fi and mobile data to see if the issue persists.
Device Storage
- **Step 1:** Ask the customer to check if their device has sufficient storage space.
- **Step 2:** Recommend freeing up space if storage is low.
Safe Mode (Android Only)
- **Step 1:** Guide the customer to restart their device in Safe Mode.
- **Step 2:** Ask them to open the app and attempt to submit a message.
- **Step 3:** If the app works, advise them to disable recently installed third-party apps one by one to identify the conflict.
4. Escalation
If the issue persists after all troubleshooting steps:
- **Gather Logs:** Instruct the customer on how to gather and send crash logs.
- **Create Ticket:** Escalate the issue to the development team with all gathered information.
5. Communication
- **Known Issues:** Check if there are any known issues with the latest update.
- **Updates:** Inform the customer if there are any upcoming patches or updates that may resolve the issue.
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