Troubleshooting & Information Gathering Troubleshooting & Information Gathering

Troubleshooting & Information Gathering

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This article provides helpful troubleshooting, and steps to gather useful information you can provide when raising a request to help rule out possible causes of your issue. 


1. Troubleshooting

Does the issue occur in Incognito/Guest browser?

Incognito Instructions:

Guest Browser Instructions:


If the issue doesn't occur in incognito/guest browser, try the below:

Try clearing browser cookies and see if this resolves your issue.

Go to chrome://settings/

Step 1: Scroll down and click advanced

Step 2: Go down to Clear Browsing Data - Click

Step 3: Select Cookies and Cached images and files - click clear browsing data


If clearing cache and cookies does not resolve the issue try to remove all extensions and see if this resolves your issue:

Go to chrome://extensions/

Step 1: Turn the slider to the right for Developer Mode top right

Step 2: Turn off all extensions


1. Information Gathering

Applications with Account Access

Please take screenshots of the page at:


Chrome Version Check

Go to the following address and print as PDF:



Network Diagnostics

This can be gathered by going to:

Please send screenshots.


Collect Header (Only for Email Issues)

Email Header

You can download an email header by doing the following:

Step 1: Click on the email in Gmail

Step 2: Click on the 3 dots to the right of the email

Step 3: Click "Download message"


Event Information (Only for Calendar Issues)

To get the Calendar Event ID follow the instruction in the link below or follow the steps:


Step 1: Go to the

Step 2: Open the affected event

Step 3: Select the drop down menu 'More Actions'.

Step 4: Click on the 'Troubleshooting Info'.