Skip to content
English
Go to VisionWeb unless otherwise noted.
  • There are no suggestions because the search field is empty.

Troubleshooting Guide/Checklist

Trouble Shooting Guide In order to effectively identify the root cause of an issue and resolve technical issues a customer is experiencing, you must have pertinent data about their system and how they access our web site. To ensure we have this information, the following list of questions should be asked when appropriate. You should study the information in our FAQ section of the Customer Service page on the site. You will need to know what operating systems and browsers we support, as well as information about connection and access to the site. 1. How do you access VisionWeb, through www.visionweb.com or another method? There are several ways a user may access the site, such as: a. Through OfficeMate, Revolution, Crystal or another PMS (My VisionExpress, Compulink, Next Gen ) b. Through a co branded site (there are many co branded sites they could be entering through) c. Through VisionWeb ONE- many users will not know they are using what we call VW ONE. 2. What is your user name? 3. What is the VisionWeb order number, referred to as E-Order number? (If referring to an order) 4. What browser and browser version are you using? Internet Explorer (IE) 6.0, 7.0, Firefox, Google Chrome, Mozilla, Safari 5. Which computer operating system are you using? Windows XP, Windows 7, etc. 6. Have you tried using an alternate internet browser? This will help us determine whether or not the issue is related to a setting on the internet browser. 7. Are you using a mobile device ? (VW.com is only compatible with non-mobile devices unless the VW app is downloaded and that can only be used for order tracking). 8. Are you experiencing this same problem on the other pc in the office? (If the user can try another pc in the office, you may find that they do not have the same problem on the other pc.) This helps us determine if the problem is on the site or if it is on their pc. 9. Have you recently installed any new programs or updates on your pc? 10. Do you have Firewall protection? 11. You should attempt to replicate the issue the user is having by logging on to the site and following the same steps as the ECP or try duplicating the same order the ECP is trying to order. If appropriate, ask the user if you can log into their account. If they are comfortable with this (they usually are), then log in so that you can see the same screens they are looking at. 12. If you are unable to get enough information from the user, conduct a Go To Meeting with them and get screen shots for our team. 13. Get server info if the same issue is occurring for multiple practices You will need all of the above information in order to properly begin investigating technical issues for our users.