Overview

Clear communication and specific details are critical when reporting technical issues to the ITS Help Desk, or to anyone else. These assist us in determining what is causing the issue, and how we can resolve the issue.

Sometimes it's time consuming to gather these details. So to attempt to make reporting technical issues easier, we've compiled a comprehensive list of questions that we may need to be answered in your report to us. Yes, answering these questions may take a significant amount of time up front. But these answers could also save a considerable amount of time on the back-end, as these answers could help us diagnose and resolve your issue much faster.

Also know that, to get answers to the questions below, at least one of the following may have to occur. Please be prepared to take at least one of these actions when reporting technical issues to us:

We'll have to remote into your Apple or Windows computer.
You'll have to visit the ITS Help Desk in person.

Ways to report technical issues to the ITS Help Desk

Call 850.474.2075 during our posted business hours
Visit us in building 79 during our posted business hours
Email us at helpdesk@uwf.edu
Submit an ITS Support Ticket
- Requires MyUWF/ArgoNet credentials
  - Activating your MyUWF/ArgoNet Account
  - Recovering Your MyUWF/ArgoNet Username or Password

Questions to answer

We may have to ask you other questions not listed here.

General questions

Is your issue already listed on the Technology Alerts page?

Sometimes your issue has already been reported by someone else. If so, and if the issue is widespread, the issue may already be listed on the Technology Alerts page.

What are you expecting to happen? What is actually happening?

This will help us determine if our troubleshooting steps have actually resolved the issue

What are the specific steps that someone else could follow to replicate the issue?

This will help us determine what the issue is.

Please provide as many relevant details and screenshots as possible.

What operating system are you using (e.g., Windows 10 or macOS Mojave)? Is your operating system up to date? Which version is it?

Some technical issues are specific to a operating system, or to an outdated operating system.

Windows	macOS
Is my computer up to date? Which version of Windows operating system am I running?	How to update the software on your Mac Find out which macOS your Mac is using

Questions for various website issues

What web browser are you using (e.g., Internet Explorer, Edge, Safari, Chrome, or Firefox)?

Please know that many websites work best on Chrome or Firefox.

Also know that some legacy websites only work in Internet Explorer.

Is your web browser up to date?

Many website issues are caused by outdated web browsers.

Chrome	Firefox
Update Google Chrome	Update Firefox to the latest release

Have you tried clearing your cache and cookies in your web browser?

Many website issues are caused by buggy files stores in your cache or cookies.

Chrome	Firefox
Clear cache & cookies	How to clear the Firefox cache
*Note that clearing the cache and cookies will log you out of all of your online accounts.

Which internet service provider were you using when the issue occurred (e.g., UWF network, Cox, AT&T, Comcast, or Verizon)?

Many website issues are caused by the internet service provider.

Try to replicate the error from another network. If it issue is resolved on the second network you try, then the issue was caused by your first network.

Also know that some websites only work on the UWF network.

What is the URL of website you visited? How did you get to the website?

We commonly get emails about issues with a website, but the user didn't provide the URL or how to get to the website.

Not providing this info delays the time it takes for us to investigate, diagnose, and resolve the issue.