Support » Getting the Most Out of Technical Support

Getting help when you really need it shouldn't be a painful process. You can help your Tech Support call go quickly and efficiently by being prepared ahead of time.

BEFORE YOU CALL TECHNICAL SUPPORT       Reboot your computer equipment. This resolves a large percentage of technical problems.     Write down the text of any error messages you're receiving.       Note anything that you might have changed, however minor.       Verify whether or not you can get to different Web sites.     Try sending yourself an email message as a test     Have your customer registration number and ID verification code handy.       Be in front of your computer with your phone when you call

Our Philosophy

We have a unique approach to this whole Internet technology thing here at Cruzio, and that informs the way in which we offer Technical Support. First, we love our customers and respect what they are using the Internet for. Second, we love the Internet and what it is capable of. To that end, we bend over backwards to ensure your service is of the highest quality and that we provide ample information to help you understand how all of this stuff works. We have a dedicated team of technical support representatives on staff to assist you, who are happy, kind, understanding folks. Please don't be embarrassed, or think you are asking a silly question. We want to help you learn about how to better use our resources.

Remember, we do this all day. We'd much rather have happy calls! Take a deep breath and we'll solve the problem together.

Basic Troubleshooting for Technical Problems

The troubleshooting diagnostics we choose in Technical Support depend solely on the facts of your computer equipment setup and the exact behavior you are experiencing. If you can provide us with the following information, we will be able to zero-in on the solution:

1.	Are you a Mac or Windows user?  What Operating System do you have?
	This seems like a very basic question but is a crucial piece of data. Look at the screen when the computer is on. If it has Apple symbol in the upper left-hand corner, it's a Mac. Click on the apple and then select "About this Mac," to find the Operating System number. If instead you have a "Start" button at the bottom left of your screen, it's a Windows machine. Clicking on that start menu will usually display the Operating System number along the left side of the menu that pops up.
	» Back to the top

2.	Are you in front of your computer right now? Do you have your system disk nearby? Have you restarted your system?
	Have your computer restarted and be ready to troubleshoot when calling support. Your problem could have a quick solution but sometimes you need to devote a chunk of time to the diagnostic process. Make sure the phone jack and all cables are securely plugged-in. It's not necessary to have a second phone line, but it is helpful.
	» back to the top

3.	Have you gone through our step-by-step instructions?
	If you are just setting-up for the first time, Cruzio staff will ask you to first go through our step-by-step instructions. This is a good opportunity for you to understand your computer a little better, and learn how to set up your Internet settings. If you've been setup for a while, you may need to redo your configuration fresh. Files do get corrupted from time to time redoing your configuration can reset necessary files.
	» back to the top

4.	What are the symptoms of your problem? What steps do you take just before things get problematic?
	If you are getting an error message, write it down. The text of the message is generally more useful than the error code or number. Try to make the message come up again and write down every single step you take to get there. The support person will appreciate this important clue.
	» back to the top

5.	Can you get to Web pages you don't usually go to?
	Try typing in a Web address you've never been to and see if you can get the page to appear. The purpose of going to a totally new page is to be certain you aren't just seeing a "cached" copy (when your Web browser saves a copy of a page). Going to a new Web page tells us whether or not your Internet connection is live. Remember to write down these error messages!
	» back to the top

6.	What email program are you using? Can you send and/or receive email?
	What is the name of the program you use for email? What happens when you check your mail or try to send a message? Send yourself a test message, and then check your mail to see if it is sent and received successfully.
	» back to the top