Speaker 1: Hi, it's Mark from TrainingSpark here with a really quick tip to help you provide technical support to learners who use your learning management system. So if you have a learning management system like this one using LearnDash, you might find that people contact you from time to time because they can't access something or something's not showing up for them or the video doesn't work or the video doesn't have sound or something like that and you can spend a lot of time trying to recreate issues because you might find that when you do it, it works fine. So to save all of that time trying to work out what's gone wrong and trying to recreate issues, what you should do first is find out a bit more about their system because everyone is accessing your site or your platform on different browsers, web browsers, different operating systems, they'll have different things turned on and off. And without knowing what their platform is, it can be very difficult to recreate any of the issues that they have and you can waste a lot of time trying to do it. So what we would advise you to do is send them to a site called supportdetails.com and we'll dive into a bit more about what this shows shortly but once you send that person to this page, you can get a bit of an idea of what their system is and some of the key bits from it and what they can then do from here is either send that to you, so if I wanted to send that to myself, I can put in my own email just here and I can say who I want that to send to and then once I click that, that will send an email to the person with all of the information on this screen. So you would tell the person to go to this and then send that to you using this and you would have all that information or alternatively, they can export all of this in the form of a CSV which is a spreadsheet or a PDF. So if they click that, they can just download a PDF and potentially send that to you. And that'll just give you a much clearer indication of what they're using and help you to whittle down any potential areas where there might be problems. So let's have a look at some of the things that you see through this. So the first thing you see here is the operating system and this could be Windows, Mac, Android, something else. So there are lots of different operating systems that you can look at here and what you might want to watch out for here is potentially old operating systems that are no longer supported. Screen resolution will give you an idea of whether someone is accessing on a big screen, small screen, mobile, something like that and can give you an idea of what, if someone says something's missing potentially, try it on that screen resolution, you might find that something is out of place or something's not showing up depending on your theme or something like that. So that's worth bearing in mind. Web browser is a key one because there are lots of different web browsers and you would often find that some people access on web browsers that are very outdated. So you might find people come on with Internet Explorer 10 or Internet Explorer 9 or something like that and that would be a good clue as to why there would be some issues because old web browsers aren't able to handle some of the modern technology that you get on sites like LearnDash. So if someone has an old web browser like an Internet Explorer from way back then that's a big clue as to where the issue might lie. Web browser size sort of relates to screen resolution so both of those are quite similar. IP address doesn't really matter. You might get some clues as to where they are in the world and if they're behind a network but more often than not that's not a key issue. Color depth again if someone was having specific problems around certain colors not displaying and that might be an issue but most screens are able to handle lots of colors. JavaScript is a big one because without JavaScript a lot of the elements of particularly a LearnDash course would not work so things like quizzes and certain display of certain bits of content would rely on JavaScript and if someone wasn't able to see some things and they had JavaScript disabled here you would be able to point them in the direction and say you need to enable JavaScript or use a browser that has JavaScript enabled. More often than not people have JavaScript enabled but for some reason certain people turn that off. Macromedia Flash version is an irrelevant one these days because Flash itself isn't used and is no longer supported so that one you can usually ignore. Cookies sometimes relates to login issues and storing of data so if someone can't log onto your site for example and you find out through this site that their cookies were disabled then that is most probably the reason why. So cookies are usually required for things like logins, shopping carts and things like that where something needs to be stored and then accessed again at a later point. So we hope you find this useful and it's certainly a big time saver for us when we're helping other people and if you like this video please give it a like and if you'd like to see more tips like this please subscribe to the TrainingSpark YouTube channel.