Troubleshooting

A - Get connectivity issues out of the way - MOST COMMON ISSUE

1. Ask what type of connection they are on
   
   
   1. If it works, it is not connectivity issue
      
      
   2. If not, ask to reboot the device
      
      
   3. If a reboot does not work, ask them to connect through their phone with cell connection
      
      
   4. If it is still not working, it is not WIFI problem so go to B
      
      
1. If WIFI, validate if they really are connected (may have poor signal)
   
   
2. Ask them to type nhl.com on device browser and:
   
   
3. If they are using Cell connection, they have coverage and it is still not working, it may not be a connectivity issue.

B - Get Server issues out of the way

1. When you have eliminated connectivity, you need to verify if it is a server / software  issue or a ‘‘how to’’ issue
   
   
1. If it is a server issue HiSports will know right away as we have monitoring tool with notification alerts. Note: there are no LOCAL APPS (local mean on the device, phone or computer installed from an app store). We are using new technology that allow us to use browser capabilities to run mobile & web APPS under the same umbrella.
   
   “APPS” sits on server side and use browser technology to compute locally. So it is unlikely “APPS” are not working when the user can reach the URL. There are three “APPS”. If you are prompted for credentials, good chances server is fine so go to C. We have three APPS running on server  
   
   MAIN MENU : hisports.app
   
   

Tip 1 : when the user type the hisports.app URL and receive a ‘’server’’ error, IT IS A SERVER ISSUE. Those need to be reported right away by phone to Level 2&3 (HiSports)  : 1-438-874-6434

Tip 2 : when the user have the login page popping up, it means that server is running fine. If that happen start looking for an ‘’How to’’ issues 

C  - Get ‘’how to’’ issues out of the way : How to issues are best manage by a power user of the system. A very good knowledge of the Administrative Console is a most in order to do a thorough investigation and pinpoint the issue. Somebody that knows the APPS very well. Minimal understanding of underlying technologies is very important at LEVEL 1.  

Most ‘‘recurrent’’ Level 1 issues

1. Forget password - SECOND MOST COMMON ISSUE
2. Cap luck and spelling mistakes in URL, UID & PWD
3. Pointing to the wrong APP (URL in our case)
4. Network
5. Hardware...
   
   

SUPPORT LEVEL 2 & 3

If none of the above works, reach out for technical help by using HiSports Help Desk Support tool or call in any case of an emergencies :

support@hisports.zendesk.com

In our context, an emergency is defined as being the entire system down

André Larouche : 1-438-874-6434