General Trouble shooting Checklist

General Trouble shooting Checklist

🎯 Purpose

To quickly resolve or diagnose issues preventing users from accessing or using the Rezi platform.

🧠 Use This Checklist When...

  • A customer says Rezi won’t load, respond, or is slow.

  • Phrases include:
    “Rezi not working”
    “I can’t log in”
    “The site is broken”
    “It’s very slow today”
    “It just crashes”
    “Rezi is down again”

🔍 Step-by-Step Troubleshooting

1. Check Rezi System Status

AI Response Tip:
“We’re aware of an issue affecting access to Rezi right now. Our team is working on it — please check status.dezrez.com for updates.”

2. Clear Browser Cache & Cookies

  • Ask the user to clear cache and cookies.

  • Restart the browser.

AI Prompt:
“Please try clearing your browser cache and cookies, then reload Rezi. Let me know if you need steps for your specific browser.”

3. Try a Different Browser or Device

  • Suggest testing in Chrome, Firefox, or Edge.

  • Or switch to another device (e.g., mobile vs desktop).

Human Tip: If the issue disappears in another browser, it’s likely a local browser issue (plugins, cache, etc.).

4. Check Internet Connection

  • Ask the user to test other websites.

  • Try switching to another Wi-Fi or mobile data network.

“Is your connection working on other websites? A brief drop in connectivity may cause Rezi to freeze or time out.”

5. Confirm if Others in the Office are Affected

  • If yes: likely a shared network or user group issue.

  • If no: it may be a user-specific or device-specific issue.

6. Check Login Permissions

  • If they can access the login screen but not enter, check:

    • Are they locked out?

    • Do they see a specific error message?

7. Disable Browser Extensions / Ad Blockers

  • Some extensions interfere with app functionality.

  • Ask them to try using a private/incognito window as a test

8. Check the time of day

* If the client has contacted us at peak hotspots Monday mornings between 9am and 1030am or Friday afternoons between 330pm and 5pm and the system is slow for them the likelihood is that we have to many people on the network which has caused throttling. 

🤖 For AI Training – Intent Mapping

Intent PhraseRoute to Checklist
"Rezi won’t load"General Troubleshooting
"Can’t log in to Rezi"General Troubleshooting + Permissions
"Rezi is slow"General Troubleshooting
"Platform down / crashing"Status Page + General Troubleshooting
"Getting an error when logging in"Login Permissions + Screenshot
"Rezi keeps freezing"Browser Troubleshooting

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