Start by recording what happened

Note the affected app, device, or service; the task you were doing; the exact message; and when it occurred. Use only checks that cannot risk data, access, or security. If you suspect account compromise or the next action could change data, stop and use an approved support route.

Capture useful diagnostic details

Record what you can observe; do not guess at a technical cause.

What is affected?

Name the device, app, or service and the task that fails. If it is safe, note whether an unrelated app or service still works.

What do you see?

Copy the exact error text or describe the visible behavior. If a screenshot helps, remove private information before sharing it.

When did it begin, and does it repeat?

Record the approximate time and whether it happened once or more than once. Do not retry an action that could submit a duplicate transaction or change data.

What changed beforehand?

Note relevant changes you know about, such as a device, app, work location, or network change. Do not install software or alter security settings as an experiment.

Try only a low-risk first check

Skip any step that could put work, data, or account access at risk.

  1. 1

    Capture the symptom

    Write down the affected device or service, the task, the exact message, and the approximate time.

  2. 2

    Check whether a retry is safe

    Retry only if it cannot submit something twice or change data. Note whether the result is the same.

  3. 3

    Reopen the app only when safe

    If there is no unsaved work and no risk of a duplicate action, close and reopen the affected app once, then check whether the issue remains.

  4. 4

    Stop when the next step is uncertain

    Do not bypass security prompts, share credentials, or reset or delete data. Use the approved support route if the issue continues or a safe next check is not clear.

Carry observations into a request

Include the affected device or service, task, exact message, approximate start time, whether the issue repeats, and the safe checks you tried. Describe the work impact without adding passwords, verification codes, or unnecessary sensitive information. Prepare a service request.