Standard Troubleshooting

About:

For any request or issue, you cannot find info on, you can follow the suggested standard troubleshooting steps below.

 This does not apply to Major Incidents (P1/P2), which have their own process.
 Not all questions apply to every scenario. DO NOT just copy/paste everything to the user. Please use your best
judgment.

Information to be gathered by the GSD Agent:

 What is the name of the application/software/feature/website/item in question?

 URL?
 What is it used for?
 How are they attempting to access or navigate?
 Where did they get it from?
 Exact error message
 Screenshot of error
 Steps taken to produce the error (ex. clicks on this menu, selects that, gets this instead of that)
 What is the normal expected behavior when performing this action?
 Last time it was working, if ever
 Can others in the same location access?
 If requesting access to something new, how did they hear of it?
 For non-standard applications, provide business justification: why do they need it/why a Circor standard solution
will not suffice?
 Name of coworker who already has access
 New user? Rehire? Start date?
 Asset tag if Circor computer
 How are they connected to the Circor network: in office, wired or wireless, VPN, accessing via RDP, etc.
 What company do they work for if they are a contractor/consultant?
 Related account enabled/unlocked/not expired?

Where to Research?

1. Search all ServiceNow by typing a keyword or phrase in the top right. This will check previous Incidents,
Requests/RITMs/SCTASKs, People, Groups, etc.
2. If user mentions this happened to them or a particular user before, check that person’s previous incidents to
know the Resolver group
3. Search the GSD@circor.com mailbox

Common steps to Try:

 Verify user is on the latest Circor standard version (Office 365, Edge, SAP GUI 760, etc.)
 Try a different browser
 Clear cache, reset IE settings to default
 Cleared saved items in credential manager
 Close and relaunch program
 Gpupdate /force
 Check if there are any pending updates in Windows/Office
 Reboot
  Run repair or reinstall program
 Check event log
 See if the problem follows on a different computer to determine if it’s account-related or a local configuration
issue
 Try it on your own machine if possible
 Same issue on wired/wireless/in office/on VPN?
 If wireless, verify user is connected to the right network
 Ping and Tracert results
 Compare membership groups or roles to that of another person who can access successfully
 Verify the account or computer object is in an appropriate user or workstations OU, and has the same groups as
others in that location

Who to ask for help:

 Service Desk can ask:

o post in Teams group chat
o senior engineer or manager via Teams or phone if urgent
 Users can ask their manager, co-worker, business unit SME, or application-specific support email if it exists in the
GAB