Help Center
What should I do if a user reports a technical issue on their end?
If a user reports a technical issue, follow these steps:
- Acknowledge the Issue:
- Respond promptly to the user, acknowledging their problem. Apologize for any inconvenience caused and reassure them that you'll work on a resolution.
- Check Your Setup:
- Before assuming the issue is on the user's side, double-check your own equipment and settings (audio, video, internet connection).
- Ask the User to Perform Troubleshooting:
- Provide the user with a list of basic troubleshooting steps (e.g., check their internet connection, restart their device, update their browser).
- Encourage them to test audio and video settings before the session begins.
- Offer Alternatives:
- If the problem persists, suggest alternatives, such as rescheduling the session, switching to a phone call, or using another platform for the meeting if necessary.
- Report the Issue:
- If you are unable to resolve the issue, please submit a report on the platform via 'My iknowly' > 'Action Required' > 'Submit a Report'. Our support team will follow up with both you and the user.