Here are some things to ask when following up with tracking issues. We know that you may not be able to get all of this information all of the time, but every little piece of information helps.

Factual Information

The first two questions below are imperative.

1. Who was the user (login ID and name)?

2. What was the learning module or course?

3. What operating system were you using?

4. What browser were you using?

5. Are there any other browser plug-ins running?

User Experience Information

1. If it is at all possible to take screen shots or screen movies of the issue, it is very helpful.

2. What specifically happened?

   1. Do you know what page or general topic you were on when the issue occurred?

   2. If you were going to try to reproduce the error again, what would you do?

3. Did you experience anything unusual? Were there any messages that you received that were unrelated to the content you were reviewing? Did the error seem to come from the content or from the LMS (the system that launches the content)?

4. How would you describe the performance of the course?

   1. Quick — as you clicked on things, they seem to respond right away.

   2. Moderate — there was a slight delay between when you click on things and response.

   3. Slow — there was a long delay and it sometimes seemed like things were broken or my clicks were not registering.

   4. Unbearable — there were more than 30 seconds between clicking on something and the system’s response.

5. Did you ever try to refresh the page? How did you do this?

6. Did you leave the training for a period while the training was on the screen? Approximately where were you in the course when you left? How long were you away? Was there anything unusual about when you started going through the course again?

7. How did you close out of the course?

   1. Clicking the red “X” in the top right hand corner of the screen.

   2. Using the "Exit/Quit button in the content.

8. Were you complete with the course when you exited? How did you know that you were complete?

9. Did you see this screen when you exited the course?

   1. Open

      

10. What happened when you clicked the “OK” button in the above screen?

11. Did you happen to click “OK” on the above screen before exiting the course?

12. What happens when you re-launch the course?