Clear, accurate error reporting means quicker resolutions and less hassle. We don’t expect you to speak in technical jargon, but the more useful context you give us, the fewer follow-up questions we’ll need to ask.
1. Describe what you’re doing
- What exact action are you taking when the problem appears?
- Examples:
- Opening a shared file on the S: drive
- Sending an email in Outlook
- Logging in to Remote Desktop from home
2. Include the exact error text (or behaviour)
- Copy the wording of any pop-up or banner
- If it can be reproduced, explain the steps where possible.
- Better: take a screenshot (Print Screen or Snipping Tool and paste/attach into the email)
- No message? Describe the behaviour (e.g. “the window opens, flashes, and closes again”)
3. Tell us when it started and how often it happens
- Did it work yesterday? Has it failed since a software update?
- If it’s intermittent, roughly how often?
4. List anything you’ve already tried
- Restarted the PC, switched to 4G, used another device, etc.
- This avoids us asking you to repeat the basics
5. Be specific – avoid vague reports
- Avoid: “Something’s wrong” or “It just won’t work”
- Better: “When opening the Financefolder via File Explorer, I get ‘Access denied’”
6. Include device and location details
- Office desktop, home laptop, out in the field or at new location, etc.
- If you’re on VPN, mobile data or someone elses Wi-Fi, mention it
7. Use the right channel
- Email support@runpcrun.com so the issue is logged and tracked
- For emergencies (system down, multiple users blocked), phone us immediately
8. Rate the impact
- Critical: work-stopping for you or the whole team
- High: major inconvenience, workaround exists but slow
- Low: minor annoyance, cosmetic, or “just curious”
10. Attach supporting material
- Screenshots, short screen recordings (Windows + Alt + R on some machines), offending files, are welcome to be attached
11. Let us know your availability
- Suggest a time window when we can call or remote in without disrupting you