What to Know Before You Contact Support

Though our Help Center is stacked with How-To’s and Incredibly Useful Information, we understand that you may encounter unexpected behaviors from time to time, or have specific cases that need more personal attention.  

We’re delighted to assist you and make sure your Playvox experience is the absolute best it can be.

Here’s What We Need From You

Whenever possible, along with the information specific to the issue you’re reporting, try to have the following information available. This will allow us to better understand your question and provide you with the most accurate and swift reply possible:

Important: Never share sensitive data such as passwords, government identification numbers, and cardholder data to support. 

• Steps to reproduce the issue and troubleshooting steps already performed
• Frequency of the issue (is it intermittent or consistent?) and if it is reproducible in a different browser, incognito window, device or network,
• Screenshots or short videos

Note: These are especially useful if they contain error messages or illustrate an issue with the UI

• Affected Playvox site (e.g.multisites), team, users and/or products (e.g. Workloads or Coaching).

Interface-Specific Issues

If you believe the issue is related to the interface (Example: You click a button and nothing happens, or you’re seeing errors that shouldn’t be there), providing the HTTP requests (HAR file) can help solve the issue.

• What is a HAR? It’s an archive file (in JSON format) that logs the interaction between a browser and a site. If something fails during that interaction, chances are the HAR will log it and we’ll be able to narrow down root cause.
• How to capture a HAR: The following instructions are for Chrome, but you can find instructions for Edge here https://docs.microsoft.com/en-us/microsoft-edge/devtools-guide-chromium/network/  or Firefox here https://support.citrix.com/article/CTX275207/create-a-har-file-for-firefox
  • Open the Developer Tools from the menu (Menu > More Tools > Developer tools), or by pressing F12 (or Fn-F12) on your keyboard.

• • Click on the Network tab.

• • Look for a round button at the top left of the Network tab. Make sure it's red. If it's gray, click it once to start recording.
  • You can use the clear button (a circle with a diagonal line through it) right before trying to reproduce the issue and to remove unnecessary header information.

• • Reproduce the issue.
  • Save the capture by right-clicking on the grid and choosing "Save as HAR with Content".

Anything Else? 

That’s it! We thank you so much for your cooperation and we’ll make sure to address all your questions in a timely manner.