Step-by-step guide

1. Collect Information

Which list/document/calendar/survey/page, etc. is affected?
What is the URL (web address) of the page where the issue occurs? How to get the URL.
Describe the click path from your ShareVision home page to the page where the issue occurs.
What’s not working?
How should it work?
What is the error message displayed, if any? Obtain a screenshot, if possible.
When did it last work correctly?
What version of Microsoft Office are you using? If you're using Office 2013
Which internet browser was used (Internet Explorer (IE), Chrome, Firefox, Safari)?
If IE was used, which version was used? How to check.
What is the operating system on the affected user’s computer? (Windows 7, 8, Vista, MacOS, other?)

2. Log in to ShareVision Using your Administrator Login

3. Try to Replicate the Issue Using the Same Steps and Working Conditions as the Affected User

Use the same computer type (both PC or both Mac) and operating system (both Windows 7, for example).
Use the same browser and version (both IE 9, IE 10/11, Chrome, Firefox, or Safari).
Use the same version of Microsoft Office.
Follow the same series of clicks as the affected user to reproduce the issue.

4. Narrow Down the Problem Based on Which Users are Affected Using the Table Below

All users affected, including all admins and all staff	Only some users affected, no admins affected	1 or more admins affected, some admins not affected	Only 1 user affected
How to check: Try replicating issue using other admin and staff logins.	How to check: Try replicating issue using other admin and staff logins. Test staff belonging to different security groups.	How to check: Try replicating issue using other admin and staff logins.	How to check: Try replicating issue using other admin and staff logins. Test staff belonging to different security groups.
Possible Problem:	Possible Problem:	Possible Problem:	Possible Problem:
-	-	-	User error
IE 10/11 Compatibility	IE 10/11 Compatibility	IE 10/11 Compatibility	IE 10/11 Compatibility
Non-IE Browser	Non-IE Browser	Non-IE Browser	Non-IE Browser
-	Permission Settings	-	Permission Settings
-	-	Site Collection Admin settings	-
Site Settings	-	-	-
ShareVision bug	-	-	-

5. Take Action Based on Problems Using the Table Below

Possible Problem	Description and Action
User Error	If the admin is unable to replicate the issue using his or her login, log in as the affected user. Ensure the admin and the user are following exactly the same steps and using the same browser, same computer type – both PC or both Mac, and same computer operating system – both Windows 7, 8, or Vista, for example – to produce the issue. If the issue can’t be replicated using either login, this is a strong indication that it may be user error. Review with the user the correct procedure for completing the ShareVision task.
IE 10/11 Compatibility	Verify the affected user’s IE version by going to the IE menu>Help>About Internet Explorer. If IE 10/11 is verified, and you’re certain the issue occurs only in IE10/11, and not in IE 9, this is a strong indication the issue is caused by working in non-Compatibility View. Enable Compatibility View on the affected user’s browser. Problem not fixed? Try replicating the issue on another computer using the IE10/11 browser with Compatibility View enabled and the affected user’s login. If this fixes the issue, replicate settings of the working computer on the non-working computer. If the issue persists, the problem may not be related to IE 10/11 compatibility.
Non-IE Browser	Does your issue occur only in Chrome, Firefox, or Safari, or IE 64-bit? Some minor functionality is not supported in browsers other than 32-bit IE. Replicate issue using IE 32-bit. If IE 10 is used for replication, ensure Compatibility View is enabled. Contact ShareVision Support to request a copy of ShareVision Browser Compatibility and Limitations.
Permission Settings	If the issue affects all or only some staff, but no admins, there is a strong possibility that permission settings for affected users need adjusting. Determine which security groups affected users (staff) are in. Go to the Programs and Residences Security Manager and ensure each program and residence contains the correct groups with the correct level of permissions. Go to Security Manager (this tool manages security for your individual’s profiles), make sure All Individuals is selected; ensure security is set up correctly for the individual in question. Check that the affected users are members of the security groups they are required to be in.
Site Collection Admin Settings	If one or more admins, but not all admins, are unable to access some content, there is a strong possibility that the affected admins have not been added to the Site Collection Administrator security group. Check by going to Site Settings > Users and Permissions > Site Collection Administrators. Add admins as required. *Note:* Adding users to the Site Collection Administrator group gives them full access to your site and full control over all site settings.
ShareVision Bug	If the issue affects all users, both admins and staff, this is a strong indication that the issue is caused by a ShareVision bug. Contact ShareVision Support for assistance.
Datasheet Mode Not Working	Unfortunately, Office 2013 does not ship natively with the tools required to use Datasheet mode in ShareVision. However, they can be downloaded from Microsoft here.
Other	Visit ShareVision Help, our online help library accessible from your ShareVision site for information and detailed instructions on how to safely make changes and manage site settings; or, contact ShareVision Support for assistance.

If you are a ShareVision Administrator, please be sure to follow all of these steps before submitting a support request. All the information you have collected in this process will help us identify and reolve your issue as quickly as possible.

ShareVision Knowledge Base

Troubleshooting Basic Issues