Instructions
How to get help with issues?
If you are having an issue with the system, you can use one of the following options:
For support with any issues in the system
Email: customercare@derventiosolutions.com
Call: 0333 0433 450
Live Chat: Click Talk to Us
What may we ask for?
1. Description of the issue you are having including which screen this is on.
2. Screenshot of the area including the Web Address
3. User(s) being affected by the issue.
4. A screenshot of the DevTools screen which will give our team any errors from the page.
5. Speed Test if this relates to the data loading
Actions
Is there anything I can try before raising an issue?
Open the Devtools as described below, and select the Network Tab and untick the Disable Cache option at the top of the screen
Once you have unticked the Disable Cache refresh the screen and retry the action you are having an issue with.
How to take a screenshot on a Windows PC
Selecting Ctrl+Alt+Print Screen then paste into an email or live chat using Ctrl+V
Or
Select Windows+Shift+S (Sniping Tool) then Left click and hold the button down on the mouse Drag the mouse over the screen area and the use the Ctrl+V to paste into an email or Live Chat.
To take a screenshot on a MAC
Select Command+Shift+3 (Sniping Tool)
How to activate the DevTools screen for a Windows PC
Google Chrome: Command+Option+J
Microsoft Edge: Ctrl+Shift+I
Firefox: Cmd+Option+K
Safari: Cmd+Option+C
How to activate the DevTools screen for a MAC
Google Chrome: Command+Option+J
Firefox: Cmd+Option+K
Safari: Cmd+Option+C
Getting the information from the Devtool Screen
Once open select the Console option at the top of the screen.
Then repeat the steps you are having an issue with and any errors with the system will be recorded in the screen
Now take a screenshot as stated above
How to provide a Speed Test
A speed test of the connection with the system can be taken from any Speed Test site on the internet such as SpeedTest
Once the test has completed take a screenshot and send this over to our team
