Skip to content

Menu

Information related to Railcrew technology and processes. See the Menu links above for more options.

Railcrew Xpress technology support information for end users

Describing a problem accurately is very important to a quick resolution. The support team spends more time researching poorly worded and low information requests than they do fixing them!

Step 1: Think About Your Problem You may know what your problem is, but you need to think about it carefully. These questions will help you: * When does the problem occur? Does it only occur when you do certain things?

  • Where does the problem occur? Is it a hardware or software problem? Does it occur only in one program?

  • For how long has it been that way? Did it start after installing software or hardware? What has changed?

  • What have I already tried? Has it affected the problem positively or negatively, or not at all?

  • What haven’t I tried? There is no such thing as “I’ve tried everything”. These questions might even help you solve your issue yourself. If not, include any relevant ones in your post.

Step 2: Gather Information

Gather general information about your system or device. These are extremely important for the support team to know. Not all details are relevant to your problem, but adding as much information to your post as you can doesn’t hurt: * Where are you experiencing the issue? Phone only? Only on certain types of items (a trip of type x, for customer y)

  • Is the issue happening to you only, or other similar users?

  • How long has this been occurring? Did any changes happen around the time the issues began?

  • What web address (URL), specific item number (trip, shift, invoice, etc) are relevant to the issue. Provide examples of those that work, and those that do not. Screenshots are useful.

Step 3: Choose a title that is meaningful

Your title should be descriptive. Here are some examples of really bad titles: * “Email”

  • “Trip 2349094”

  • “Phone” Examples of good titles are:

  • “Inbound trip 2349094 failed to load for CSX“

  • “Email failing to send from phone for Joe as of this morning”

  • “Mobile application on android failing to load locations” The title should be a tiny summary of your post.