Safe first checks

A short example guide to gathering evidence before asking for help. Follow your company instructions whenever they differ from this general guide.

Work through the basics

  1. 1

    Read the message

    Note the exact wording and the action that triggered it.

  2. 2

    Check the scope

    Identify whether one application, one device or several people are affected.

  3. 3

    Check approved notices

    Look for a known issue in your company status or support channel.

  4. 4

    Keep a record

    Write down the checks you tried and their results.

What to include

Detail Useful example
Time When the issue started, including your time zone
Impact The task you cannot complete
Environment Application, browser and managed device type
Evidence The error message with private information removed

Know when to stop

Managed settings

Do not remove security tools or change managed configuration to work around a problem.

Sensitive information

Use the approved reporting channel if you suspect an account or device is compromised.