Help Desk - Troubleshooting Questionnaire
Instructions for Help Desk:
Ask the user each question below and include screenshot. Ensure the response is clear and complete. These questions and their responses need to be added to the ticket description.
What device are you using to access the website?
Example Response: laptop, desktop, smartphone, tablet.
How to Find It:
If unsure, check the manufacturer logo or device settings (e.g., Settings → About).
What operating system and browser (including versions) are you using?
Example Response: Windows 11 and Chrome v138.0.7204.169
How to Find It:
On Windows: Press Windows + R, type “winver” or “msinfo”
On Mac: Apple logo → About This Mac
Chrome: ⋮ → Help → About Google Chrome
What is your current location and internet connection type?
Example Response: Home using Wi-Fi
How to Find It:
Check network icon on the system tray or menu bar (Wi-Fi, Ethernet, or mobile signal icons).
Are you using a VPN, proxy, or any privacy/security tools or browser extensions?
Example Response: NordVPN connected; uBlock and DuckDuckGo extensions installed.
How to Find It:
VPN: Check system tray or app list
Browser Extensions: Chrome/Edge → ⋮ → Extensions
Have you tried accessing the site from a different device or network?
Example Response: I tried using mobile data on my phone and still got the error.
How to Test It:
Use another device and switch between Wi-Fi and mobile data or a hotspot.
Have you tried a different browser or incognito/private mode?
Example Response: Chrome incognito works fine, but regular Chrome gives the error.
How to Use Incognito:
Chrome: Ctrl+Shift+N
Edge: Ctrl+Shift+N
Firefox: Ctrl+Shift+P
Have you cleared your browser cache or cookies recently?
Example Response: Yes, I cleared the cache and cookies but still got the error.
How to Clear Cache:
Chrome: Settings → Privacy → Clear Browsing Data
Edge/Firefox: Settings → History
*It is best to select all boxes (except passwords)and select to clear for “All Time”
Browser Shortkeys:
Windows/Linux: Ctrl + Shift + Delete
Mac: Command (⌘) + Shift + Delete
Can you access other college websites?
Example Response: Unable to access any CCCApply-related college websites.
Example Test Sites:
Can you provide the exact error message or take a screenshot of the error?
Example Response: “403 Forbidden”, or screenshot showing browser message.
How to Take a Screenshot:
Windows: Snipping Tool or PrtScn
Mac: Cmd + Shift + 4
Phone: Side + Volume buttons
Have you been able to access this site in the past? What has changed since then?
Example Response: used to access from home without issue; now I’m abroad and errors appear.
What URL are you trying to access?
Example Response: https://www.cccapply.org
How to Find It:
Ask the user to copy and paste the full address from the browser’s address bar.
What time did the issue occur (including time zone)?
Example Response: July 15, 2025 at 3:30 PM PST