KB Article Template: Troubleshooting for End User

This Sample article shows what you will import if you use the "Troubleshooting for End User" Template in the "ET&S Articles" section of the Templates drop down. Everything between the heavy lines is the contents of the template.

 

Summary

<What, Who, Why? - summarize in one or two sentences the purpose of this article -- what service/software/app it covers, who the content applies to (e.g. students, employees, all windows users, parents, campus visitors, etc.), and why they might need/want to read this article. 

You can also copy this Summary statement into the stand-alone "Summary" field (found below on a New article, on the "Settings" tab of an existing article), up to 500 characters only in that separate field.>

 

Environment

<Specify the environment (e.g. software or app, affected Operating System(s), type(s) of device, type(s) of user, service, etc.) in which the issue may occur.>

 

Issue

<Provide detailed information about the issue and how the user may encounter it.  Include Steps to Reproduce and any Error Messages so users can recognize if their situation matches this issue.>

 

Resolution

  • <  Provide the troubleshooting steps and enumerate them if there are multiple steps to be taken. 
  • Begin with simplest methods and move to harder/more complex. 
  • Consider General troubleshooting steps first then sections for specific environments/operating systems/devices/users.
  • Use bullets for options where order doesn't really matter, use numbered steps where order matters.
  • REMOVE ALL THESE INSTRUCTIONS before saving this article.  >

 

Section / General troubleshooting steps

  • First bullet - simplest thing to try
  • Next bullet - next harder option to try
  • Next bullet - as many as needed in this section

Result

<How to tell if the above steps solved the problem.>

 

Section  (Optional -- repeat as appropriate. Use bullets or numbered steps as needed.  Delete section if not needed.)

Step 1 - 

Step 2 - 

Result 

<How to tell if the above steps solved the problem.>

 

Workaround(s)

<State the workaround(s) for the issue if no solution is available.  Use similar sections and bullets or numbering as above if appropriate.>

Step 1 - 

Step 2 - 

 

Cause (if known -- Optional section -- delete if not needed)

<Describe the problem or root cause for the issue.  Delete this section if not known at this time>

 

Further Readings

<insert link to other local KB articles for reference.>

<insert link to other local KB articles for reference.>

<insert link to other local KB articles for reference.>

<insert link to other specific EXTERNAL articles if appropriate.> 

 

Need additional help?

Visit the Technology Help Desk Support page to locate your local campus contact information or to submit an online technology support request.  For password issues you must call or visit the Help Desk in person.  

 

<Tags: Business Applications, Audience [Remove this line and insert the Tags in the section below (for new articles) or on Settings tab (for existing articles).]>

 

TAGS must be added in the section below (for new articles) or on the Settings tab (for existing articles) to aid with searchability and wayfinding.  They must be single words (TDx does not allow for complex tagging) or words separated by hyphens. 

 

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