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Saypro Technical Support Checklist: A checklist for troubleshooting common issues related to offline access (e.g., downloading errors, content synchronization problems).
Email: info@saypro.online Call/WhatsApp: + 27 84 313 7407
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1. Preparing for Troubleshooting
Objective: Ensure that the learner is in an appropriate state to begin troubleshooting.
- Check the Learner’s Device:
- Confirm that the learner is using a supported device and operating system (e.g., iOS 12+ or Android 8+).
- Ensure the SayPro mobile app is updated to the latest version.
- Verify that the learner has sufficient storage space on their device for downloading course materials.
- Confirm Offline Access Feature Activation:
- Check if the learner’s course has materials available for offline access (some courses may not have all materials downloadable).
- Ensure that offline access is enabled on the learner’s account.
2. Issue: Downloading Errors
Objective: Identify and resolve issues preventing learners from downloading course materials.
- Error: Download Not Starting
- Checklist:
- Ensure the learner has a stable internet connection (Wi-Fi or cellular data).
- Verify that the learner’s device is connected to the internet.
- Check if the learner has sufficient storage space on their device for the download.
- Confirm if the course material is still available for download (material may have been removed or restricted by the instructor).
- Try restarting the app and attempting the download again.
- Checklist:
- Error: Slow Download Speed
- Checklist:
- Confirm that the learner is using a stable and fast internet connection.
- Suggest that the learner tries downloading materials at a different time, especially if they are in a location with heavy internet traffic.
- Ensure the learner’s device has enough free storage space to prevent performance degradation during the download.
- Checklist:
- Error: Downloaded Material Is Corrupt or Unreadable
- Checklist:
- Ask the learner to check if other downloaded materials are working properly (this can help identify if the issue is isolated to one file).
- Verify that the course materials have been uploaded correctly by the instructor.
- Suggest that the learner re-download the file and check if it resolves the issue.
- Checklist:
3. Issue: Offline Access Problems
Objective: Identify and resolve problems when accessing downloaded content offline.
- Error: Unable to Open Downloaded Materials
- Checklist:
- Confirm that the learner is using the app in offline mode (check if the device has no internet connection).
- Ask the learner to check if the materials are correctly marked as downloaded or available offline in the app.
- Suggest restarting the app and ensuring that all downloaded materials are listed in the “Offline” section.
- Ensure that the learner is using a compatible file type (e.g., PDFs, videos, audio). Incompatible file formats might cause access issues.
- Checklist:
- Error: Content Is Not Available Offline
- Checklist:
- Verify that the learner has previously downloaded the content successfully while online.
- Check whether the learner’s course materials are designated as downloadable for offline use (instructors may restrict certain materials).
- Ensure that the learner’s app is updated to the latest version, as updates can fix bugs that may affect offline access.
- Checklist:
- Error: The App Crashes When Accessing Offline Materials
- Checklist:
- Ensure that the learner has sufficient storage space available on their device to access materials without causing the app to crash.
- Suggest closing other apps or processes running in the background to improve performance.
- Ask the learner to clear the cache of the SayPro app and restart the device to resolve any conflicts.
- Checklist:
4. Issue: Syncing Progress Issues
Objective: Troubleshoot problems with syncing offline progress (e.g., quizzes, assignments) once the learner is online again.
- Error: Offline Progress Not Syncing
- Checklist:
- Ensure the learner’s device has an active internet connection when attempting to sync progress.
- Confirm that the learner has completed all offline activities (e.g., quizzes, assignments) and that they are marked as completed.
- Ask the learner to check whether there are any syncing notifications in the app (such as “Sync in Progress”).
- Verify that the learner is logged into their account correctly. A login issue may prevent syncing.
- Suggest restarting the app and ensuring the sync process is complete.
- Checklist:
- Error: Syncing Takes Too Long
- Checklist:
- Confirm that the learner’s internet connection is stable and fast enough for syncing large files (e.g., videos, quiz results).
- Ask the learner to ensure that their device is not facing network congestion (e.g., too many devices on the same Wi-Fi network).
- Check if there are any ongoing technical issues with the SayPro platform that could be slowing down the sync process.
- Recommend the learner to sync their progress at a different time when the internet connection is less congested.
- Checklist:
- Error: Progress is Lost After Syncing
- Checklist:
- Confirm that the learner has not uninstalled or deleted the app before syncing.
- Ask the learner to check if they were logged into the correct account when syncing.
- Verify that the learner’s progress was properly marked offline before they lost connection.
- Ensure that no syncing errors were displayed before attempting to submit completed tasks.
- Checklist:
5. General Troubleshooting Steps for All Offline Access Issues
Objective: Ensure that common app-related problems are addressed systematically.
- Step 1: Restart the App
Ask the learner to close the SayPro app completely and reopen it to see if the issue persists. - Step 2: Restart the Device
Suggest restarting the learner’s device to clear any system-related issues that may be affecting the app’s performance. - Step 3: Update the App
Ensure the learner is using the latest version of the SayPro app. Ask them to check for updates on their device’s app store. - Step 4: Clear App Cache
Guide the learner on how to clear the app cache through the device settings (this can fix issues related to corrupted or outdated app data). - Step 5: Reinstall the App
As a last resort, ask the learner to uninstall and reinstall the SayPro app. This can fix issues caused by corrupted files or settings within the app.
6. Escalating Technical Issues
Objective: Ensure that issues that cannot be resolved through basic troubleshooting are escalated for further resolution.
- Step 1: Collect Detailed Information
If the issue persists after troubleshooting, ask the learner to provide the following details:- Device type (iOS/Android)
- Operating system version
- SayPro app version
- Detailed description of the problem (including error messages, if any)
- Screenshots or screen recordings (if applicable)
- Step 2: Escalate to Development or Technical Team
Submit the collected information to the development or technical support team for deeper investigation. Include the steps taken during troubleshooting and any relevant data to assist in diagnosing the issue. - Step 3: Follow Up with Learner
Once the issue is resolved, contact the learner to confirm that the problem is fixed and that they are able to use the offline access feature properly.
7. Conclusion
The SayPro Technical Support Checklist provides a systematic approach to troubleshooting issues related to offline access. By following this checklist, technical support teams can ensure that learners’ concerns are addressed efficiently and effectively, leading to an improved user experience and smoother offline learning processes.
This checklist also helps ensure that support staff maintain consistency in their troubleshooting efforts and avoid missing critical steps when diagnosing or resolving issues. By addressing common issues promptly and gathering detailed information when necessary, the overall technical support process becomes more streamlined and user-centric.
- Neftaly Malatjie | CEO | SayPro
- Email: info@saypro.online
- Call: + 27 84 313 7407
- Website: www.saypro.online
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