Contacting support and reporting a problem

What this does

When something is not working as expected in Usystems, you can report the problem to your system administrator or support team. This article guides you through gathering the right information and documenting the issue so your team can resolve it quickly.

Before you start

• Have the problem in front of you: Try to reproduce the issue so you can describe exactly what happens.
• Identify the steps that led to the problem: Know which action triggered the issue (e.g., "I clicked New Invoice and got an error").
• Note the time and date: Record when the problem occurred. This helps support staff check system logs.
• Know your role: Some problems may require admin access to diagnose. Your system administrator may need to investigate on your behalf.

Steps

1. Gather information about the problem

Before contacting support, collect as much detail as possible:

• What were you trying to do? (e.g., "Create a new invoice for customer X")
• What did you expect to happen? (e.g., "The invoice form should open")
• What actually happened? (e.g., "A blank page appeared" or "An error message was shown")
• The exact error message: If you see an error, write it down or take a screenshot.
• When did it happen? Note the date, time, and timezone.
• Which page or section? Provide the menu path (e.g., Sales → Invoices → New Invoice).
• Your device and browser: For example, "Chrome on Windows 10" or "Safari on iPad."

2. Take a screenshot of the problem

A screenshot helps support staff see exactly what you see.

• On Windows: Press Windows key + Shift + S to open the screenshot tool, then select the area you want to capture.
• On Mac: Press Cmd + Shift + 4 to select an area to capture, or Cmd + Shift + 5 for more options.
• On any device: Use your operating system's built-in screenshot tool or a tool like Snagit.

Save the screenshot with a descriptive name, such as invoice-error-2026-07-03.png.

3. Check if the issue is widespread or just you

Before reporting, determine if the problem affects only you or your whole organization:

• Ask a colleague: Try asking another user to perform the same action. If they can do it without error, the problem may be specific to your account or device.
• Try a different browser or device: If you have access to another computer or phone, test the action there. This helps isolate whether the issue is device-specific.
• Clear your browser cache: As described in the "I can't log in" troubleshooting article, old cached data can sometimes cause problems. Clear your cache and try again.

If the problem is widespread (affecting multiple users), mention this when you report it — it helps prioritize the issue.

4. Contact your system administrator

Reach out to your system administrator or support team with the information you gathered:

• Email or message: Send your administrator a message with a clear subject line and the details from Step 1.
• Include the screenshot: Attach the screenshot you took in Step 2 so they can see the problem.
• Include browser and device info: Mention what device and browser you are using.
• Be specific about timing: Tell them the exact date and time the problem occurred.

5. Follow up if needed

If you do not hear back within a reasonable timeframe:

• Send a reminder: Follow up with another message if it has been more than one business day.
• Try to work around it: Ask your administrator if there is an alternative way to complete your task while the issue is being investigated.
• Escalate if urgent: If the problem is blocking critical work, let your administrator know that it is urgent.

Tips & common mistakes

• Include the error message exactly: Do not paraphrase. Copy and paste the exact text of any error message you see. This helps support staff search their logs for the same error.
• One problem per report: If you have multiple unrelated issues, report them separately. This makes it easier to track and resolve each one.
• Provide context: Tell your administrator what you were trying to accomplish, not just that something failed. For example, "I need to record a purchase of medicine from vendor ABC" is more helpful than "The purchase form won't work."
• Do not wait to report: Report problems as soon as you notice them. Fresh logs are easier to search, and your administrator can fix the issue while it is still recent.