How to troubleshoot an error message

At times you may experience an error message when performing a task in FCS.  The error message may be caused by many factors such as the device you are using, poor web reception, user error, FCS bug etc.  Regardless of how the error message is caused, if it is caused while you are using FCS you will contact the FCS Support Team to resolve the issue.  

Our support teams goal is to help resolve the error message as quickly as possible. There are steps you can take to ensure our team can resolve the error message as efficiently as possible.

 

Step 1: Capture the message.

The first step is always to capture the error message.  This may be the most important step.  A great way of doing this is to take a screenshot of your device while the message is up.  Once you have a screenshot you can text or email the image to your FCS administrator.

 

Step 2:  Google the error message.

It's always a good idea to google the error message.  If you can type the message into the google URL or you may be able to copy the error message and paste into the google URL and look up what the error message is.  This may provide information about the message.  In fact the information may explain this particular error is or is not caused by the FCS program.  

Note: Sometimes the explanation Google provides is too technical for most of us to understand, and that is ok...  We are not all tech savvy.  Many times Google can shed some light on what the problem is.  This information can steer you in the right direction.

For example:  Let's say I received this error message while generating an invoice within FCS.

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This message can be typed or copied & pasted into Google for more information.

 

Step 3: Start over and try again.

Once you have the error message captured, we recommend you log out of FCS, log back in and perform the same function.  If you get the same results continue with step 4.

 

Step 4:  Send information to the FCS Support Team

As mentioned, many times you may not be able to understand the information from Google unless you are a developer.  When this happens simply send us the error message and our team will look it up.  We will let you know what type of error occurred and potentially how and why the error occurred.  Of course if the error is due to FCS our team will continue to investigate, resolve and notify you.  By providing our team the exact error message we can begin investigating right away.

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