LL - TSM/RAD Tech Support via phone

When errors and video playback issues occur, we might need to get our tech team involved but they need some specific information. 

If they receive any kind of error message - 

1. Ask what the error was, and to send us the URL they were at when that occured. 

2. If there is an alternate link available, such as a checkout page link from the TSM AFFID tab, or RAD Products tab of the CHO, send that to them via email to try again, perhaps in an alternate browser than the one they were using before, or a private/incognito window. 

If there is no alternate link available, then use your follow up email to request they reply there with the URL 

Video playback - 

These types of issues can occur for a number of reason like they are behind a Firewall that is preventing them from viewing the videos to their connection speed not being strong enough to load the videos without buffering or the worst - our website is broken. 

1. Find out what video it is - can you recreate this issue? Put them on hold while you find out. 

2. Ask what type of device they are using to play the videos - phone, tablet, or computer. Are there any pending OS or iOS updates?

3. Ask what browser they are using, and does it have any pending updates? 

4. Have they cleared their cookies? 

Clearing your browser cookies could help when you're experiencing problems with the website.

Here's how:

If you use Internet Explorer 11:

1. Press the [Ctrl], [Shift] and [Del] Key together. A Popup-Window opens. "Delete browser history".
2. Remove all checks except the selection "Temporary Internet files and website files".
3. Click on the Button "Delete" to empty the browser cache. In comparison to other browsers there is no option to select the time period. You'll delete all cache data.
4. Reload the page

OR

1. Click on the cog-symbol in the upper right corner of the browser and open the menu "Extras".
2. Select the item "Internet options".
3. In the tab "General" you can find a section "Browser history". When you click on the button "Delete" a new Window opens.
4. Now you are on the same page as in the description above.
5. Follow the steps from Step 2.

If you use Internet Explorer 7, Windows XP, or Windows Vista:

1.  Open your Internet Explorer browser.
2.  Click the "Tools" tab and select "Internet Options."
3.  Click "Settings" under Browsing history.
4.  Click "View files."
5.  Click "Edit" at the top of your browser and then "Select All."
6.  Press "Delete" on your keyboard.
7.  If you are asked, "Are you sure you want to delete the selected Cookies?" click "Yes."
8.  Restart your browser.

If you use Safari:

1. From the Safari menu, click "Preferences."
2. From the Security box, click "Security."
3. Click "Show Cookies."
4. From the Cookie box, click to choose a cookie, and click "Remove." If you want to delete all cookies, click "Remove All."

If you use Chrome:

1. On your browser toolbar, click the Chrome menu. (3 dashes)
2. Click More tools > Clear browsing data.
3. In the box that appears, click the checkboxes for "Cookies and other site and plug-in data" and "Cached images and files."
4. Use the menu at the top to select the amount of data that you want to delete. Choose beginning of time to delete everything.
5. Click Clear browsing data.

If you use Firefox:

1. Click the menu button and click Preferences.
2. Choose History, and then Clear Recent History
3. Set Time range to clear to Everything.
4. Click on the arrow next to Details to expand the list of history items.
5. Select Cookies and make sure that other items you want to keep are not selected.
6. Click Clear Now to clear the cookies and close the Clear Recent History window.

iOS:

1. From the home screen, tap the Settings button.
2. On the Settings screen, scroll down and tap the Safari button.
3. Under the 'Privacy' section of the Safari screen, tap the button labeled Clear History and Website Data.
4. On the confirmation screen, tap Clear History and Data.

Android:

1. Open your phone’s Settings app. Scroll down and tap Apps under the Device heading.
2. Find the app that’s experiencing problems in this case, your mobile browser, and tap on it.
3. Scroll down to the Cache section, then hit both the Clear data and Clear cache buttons.

4. Whether you can recreate this issue or not, we now need to take it to email. Include any instructions that might be needed or helpful, and using the tech trouble SR, send them the tech support link. https://www.whatismybrowser.com

5. Depending on what's found and if we can recreate the issue - if the customer does not solve this for themselves, Elana can take it to our tech team or post it to bug reports.

cc: https://docs.google.com/document/d/12LbEj_vUFipv-BV3OctyiwaKKXF2roLORcCoLfHay_w/edit?usp=share_link