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A Road Map to UDAS

A Road Map to UDAS. 1. User. Does the user know what he or she is attempting to do?. Did the user make a mistake when using POS?. Does the user have a misconception about how POS works?. Customer calls in for assistance with their POS issue. If yes…. If no….

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A Road Map to UDAS

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  1. A Road Map to UDAS

  2. 1. User Does the user know what he or she is attempting to do? Did the user make a mistake when using POS? • Does the user have a misconception about how POS works? Customer calls in for assistance with their POS issue. If yes… If no… This is where an uninstall/reinstall would be appropriate. Close the call. Educate the customer. Does the problem happen in a blank/new or practice database? Follow appropriate steps to correct customer’s issue. If yes… Follow appropriate steps for data damage. 2. Data 3. Application Does the issue continue if you restore a back-up to a new shell? Is the application installation corrupted? • Is the software up • to date? • Is the data corrupted? If no… If yes… 4. System Have you tried selective star up? Does the issue happen with the same database on a different computer? Advise the customer to contact their IT person. If no… If yes… If no… Remember that using UDAS is a process of elimination for troubleshooting. The troubleshooting step to uninstall and reinstall the program should always have a purpose. This step is lengthy and very often not necessary. The step in UDAS that is specifically for the program is ‘A’ for application (program) and is the second to last step. Therefore, it should only be done after confirming that the user is not the cause of the issue and that the data file is functioning properly. Continue appropriate troubleshooting for firewalls and/or connectivity as needed. Close the call.

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