When working toward a solution for a problem, getting the details is very important to finding the solution. Please consider the following tips when you begin troubleshooting an issue.

Often times, problems are caused by issues outside of The Collector System or ManageMed. For example, a failure to connect is usually a network problem, and it would be a good idea to run it past your system administrator.

An operating system, network, or hardware problem may produce an error message in a pop up box outside of your Telnet session. Try locating the meaning of the message and possible solutions by doing a Google search. Often a hardware problem will seem to be inconsistent. For example, you suddenly get memory errors after your PC is on for an hour or two. Usually software problems are consistent, and can be re-produced by repeating the same set of actions. Determining which type of problem it is will help you in employing the most effective resources (Columbia Ultimate, a local IT contractor, Operating System Support, etc.).

If you determine the problem is related to The Collector System or ManageMed, you may also be able to locate a solution in the product documentation.

And of course, if after troubleshooting you need additional help, please submit an incident request through the Client Center at:

http://www.columbiaultimate.com/clientcenter/login.asp

Or, give us a call at (800) 488-4420, option 1. We are here to help make sure you are successful.

When you do contact Client Care, please have the following information available to help us quickly diagnose and resolve the issue:

• Please be able to describe the exact steps taken to cause the problem, or the menu path to observe or repeat the problem. Some of the information may seem superfluous but it could very well be helpful.
• If the problem affects clients or accounts please have examples available so we can take a look at the data first hand. Screen shots and printouts are very helpful.
• Has something changed on your system lately? Were there any upgrades to The Collector System, Managemed, or your operating system?
• Where there any system problems, perhaps after-hours?

Implementing these tips and having this information available will help resolve your issue much more quickly.