A simple intake process for describing the issue accurately, providing enough information and protecting private data.

Record what is actually happening

Being unable to sign in, send email or receive email are different situations. Note the step you were taking, the error message and when the problem began.

One affected person is different from an entire company being affected. Establish the scope before changing settings.

Check what is easy to overlook

Confirm the recipient's address. Check drafts, the outbox and spam, and note whether the issue affects only one recipient.

Check your connection and whether the problem occurs on another device you are authorised to use. Do not install extra software or change settings in bulk before understanding the cause.

Prepare information for support

A useful description might be: since this morning, three staff members receive an error when sending to the same address, while other recipients work normally. Include the time and an error message with personal data concealed.

Keep any delivery failure notice for an appropriate support channel. Do not publish complete customer conversations or email lists on a public forum.

Keep sign-in information private

Do not put passwords, authentication codes or recovery codes in an issue report. Discuss access only through an arrangement confirmed with the responsible person in the business.

When instructions involve system changes, confirm the sender and scope through a known working channel. An unfamiliar link is not a basis for granting access.

When you need more help

Provide the tool name, symptoms, timing and number of people affected. Explain what you have already tried so support does not ask you to repeat it.

To discuss the issue with 56KGen, choose IT Help Desk and briefly describe the situation. Sensitive information can be discussed privately once a suitable support arrangement is agreed.