Troubleshooting Help

Troubleshooting Help provides your users with steps to solve common connection problems. This type of Help uses a question-and-answer format to guide users through determining the likely cause of the problem. The troubleshooter then provides possible solutions based on users’ feedback. Users access the troubleshooting Help from the Help button in any dialog box. Text for the troubleshooting Help is in the file Cmtrb32.rtf. The following list of customization suggestions includes reference topics by title and by topic ID (# footnote).

Customization Suggestions for Troubleshooting Help

The following list contains suggestions for customizing the Connection Manager troubleshooter. It is recommended that you customize the troubleshooter to address the specific needs of your users. All the topics in the Help file can be modified.

ICM_TRB (Sign-In Troubleshooter)—This topic is the first level of the troubleshooter, where users begin identifying possible problems. If you have specific problems you want to address, you can add your own paths to the troubleshooter starting from this, or any, point. You can also add additional topics to other paths to cover as many situations as you want.
ICM_TRB_CUSTSUP_NUMS (Contact Customer Support)—This topic provides users with customer-support information. Add your specific customer-support information, including phone numbers, hours of operation, and any other information that would be useful to your users. This topic is accessed through many other topics that recommend contacting customer support.
ICM_TRB_GIVEUP (Next Steps)—This topic appears at the end of all troubleshooting paths. You can provide additional instructions for users who are still not able to connect to your service after trying all troubleshooting possibilities.