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How to report and prepare to troubleshoot courseware issues

Details

Resolution

You can contact PLATO Support Services by-email or phone. You'll need to report the details of the problem and the exact screen the user was at when the problem occurred.

Gather Courseware troubleshooting information

You can identify each page of courseware by using the Help > About option for that courseware. Depending on the courseware, you can go to Help > About by using the following menus:

Help > About

Tools > Help > About

Help > About PLATO

The Help > About menu option displays a unique identifier that allows PLATO Support analysts to help you troubleshoot issues that may be occurring with the courseware. Please provide this information when you contact PLATO Support by phone or when you send a support request.

To send the troubleshooting information in a support request, highlight the entire contents of the Help > About display, right-click and select Copy. Then, paste the information into the Comments field of the support request form.

Contacting PLATO Support by e-mail

To e-mail the detailed information in the Activity Window to PLATO Support:

1. Select the entire contents of the window with your mouse.
2. Right-click (PC users) or CTRL + mouse-click (Mac users) and select copy.
3. Paste the information into the message window of a Support Request form (just above the "Submit" button).
4. Fill out the rest of the request form with your site's information, then click "Submit." A support analyst will be assigned to your case to help you solve the problem.

Contacting PLATO Support by phone

Report the detailed information in the Activity window to PLATO Support Services at 800-869-2200 or http://support.plato.com/email.   A support specialist will be assigned to your case to help you solve the problem.