Troubleshooting Knowledgebase Access Issues

Requirements to Access the SEQTA Knowledge Base

• An email address must be specified in the Staff Record.
• Popups need to be enabled.
• An Active Session with the Knowledge base is required. To do this, go to Home Workspace > Help!!. Next, click the 'Knowledge Base' button'.

Process for Resolving Knowledgebase Access Issues

1. Ensure there is an email address in the Staff record. To check this, go to the Home Workspace > Dashboard the email should appear under your details.
2. Go to the following link this will ensure there is no active session with Zendesk http://seqta.zendesk.com/access/logout 
3. Clear the caches (cookies).
4. Close out of the web-browser.
5. Open SEQTA.
6. Click on the 'Home Workspace' icon.
7. Select 'Help!!' from the menu.
8. Click on the Knowledge Base button in the top-left corner of the work area. The system should then open the KB in another tab. If it doesn't, check to see if there is an indicator to 'Enable pop-ups for this site' at the top of the page

Further Assistance

Should the above steps not provide a resolution please provide the SEQTA Service Desk with as much information as possible. Some helpful information is as follows:

• Test on another Web Browser. Does the same thing occur?
• Was it working previously, if so, has the Device been Restarted?
• Has an Email address only just been added to the Staff Record?
• Please take a Full-Screen Screenshot of any error messages or where the process breaks down after the 'Knowledge Base' button is clicked.
• Send through the Screenshot and any Client-Side Log Files to the SEQTA Service Desk. To do this:
  1. Click on the "?" in the bottom-left corner.
  2. Click the button 'Knowledge Base' in the top-left corner. If no tab opens, then you will need to select 'Allow Popups' from the notification. If another tab opens, then close it to go back to SEQTA Teach.
  3. Click the 'Nerdy Stuff' button in the top left corner.
  4. Copy and paste the contents into a ticket or email to the SEQTA Service Desk.