When reporting an outage for Empower, time is of the essence. However, the more info that can be provided about the outage up front, the better. Use the list below as a guideline for information that will help Dark Matter quickly and efficiently asset the outage. If the requested information is not fully known at the time of the ticket's submission, please update the ticket with the information as soon as it is known.
- Detailed description of the outage. If possible, please include:
- User steps taken to encounter the problem
- Screenshots of the behavior (where applicable)
- Datetime of when the outage was detected (as close as possible).
- Behavior of Empower. For example:
- Users cannot access the application.
- Application latency detected.
- Errors are preventing users from using the application.
- Impacted user group
- All users
- Subset of users
- Any known recent changes to either Empower or local infrastructure.
- Empower version upgrade
- Empower configuration changes
- Updates to local users' machines
- Changes to network infrastructure
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