Top tips to self-troubleshoot.

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*Updated on 03/20/2024

Top tips to self-troubleshoot, before you reach out to Support.

 

In a perfect world, everything works as expected every time—you hit all the green lights on your way to work, your stocks go through the roof, and all of your computer-based systems run flawlessly. Unfortunately, as we all know too well, this is not always the reality.

Workfront has a number of sources for on-demand information and system performance. Use the “4 T’s of Troubleshooting” to help solve common issues you may encounter with Workfront.

1. TRUST

Please review Workfront's system status on the Adobe Status website - it keeps you up to date on system operations and status.

If the problem you’re experiencing seems widespread across your organization—maybe it’s a system outage or other widespread issue with Workfront—check the Adobe Satus site to see if there’s a known system-wide problem. 

The Status site shows the operational status for all of Workfront’s systems - including Event Subscription, Fusion, Proofing, Scenario Planner, Workfront Analytics, Workfront Application, Workfront Goals, and Workfront Integrations..

If there is a problem with a system, a notice is published and updated as Workfront’s internal teams investigate, monitor, and resolve the problem.

Recommendation: On the Adobe Status homepage, or directly on the Workfront Status page, you can click the Subscribe button to receive automatic alerts when information is posted to the Status website. This will help you keep on top of any system troubles.

The Status site is where Workfront announces upcoming software releases and scheduled system maintenance. You can also see performance metrics and access a history of previous Workfront incidents by clicking on the 'Events' tab on the Workfront Status page.

2. TRENDING KNOWN ISSUES

If the problem you’re experiencing at your organization doesn’t appear on the Status website, the next place to check is the Workfront Known Issues section on the Experience League Documentation website. Here, you can see issues that have been “trending” among our customers.

These known issues are things that multiple customers have reported to Workfront and the Workfront customer support team has verified there’s a problem. 

By clicking into a section or item on the list, you'll find a brief article that states the problem and then notes any workarounds you can use while the issue is being addressed by Workfront’s development team.

3. TEST

Checking the Status website and the Known Issues articles should take just a few minutes. If you did not see the problem you’re experiencing on either of those lists, now it’s time for the third T—test. The best place to start testing is with three questions Workfront’s customer support team starts with when they’re troubleshooting:

1. Is this happening to only one user or all users? If only a single user, what Workfront access level does he/she have?
2. Are you able to reproduce this same behavior as a system administrator?
3. What browser is being used? Is the browser version supported by Workfront? (Check the Workfront Browser Requirements article.) Have you tried using an incognito/private window or another browser?

Usually, if multiple users are experiencing the same issue, it’s probably something worth checking out with Workfront’s Customer Support team by following the last T—file a ticket.

4. TICKET

You can’t find an answer to your issue on the Status website or in the Known Issues list. You’ve done some testing to verify that the issue is indeed a problem. 

Now it’s time to file a support ticket with Workfront’s customer support team, which is available 24 hours a day, seven days a week. Support tickets must be filed by your organization’s authorized support contact (ASC). Workfront limits the number of people authorized to submit support tickets on behalf of your organization to ensure consistency of processes and the help provided.

To file a ticket, start at Experience League Support. If you are not already signed in, log in using the blue "Sign In" button near the top-right corner. Then select "Open Ticket" from the left hand corner. Fill in the Contact Customer Support area - please note that all fields are required to submit the ticket.

When describing the problem, offer as much detailed information that you can. Does the problem only happen when you click a specific button? Steps to reproduce the problem are extremely helpful. Is the problem happening to multiple people at your organization or just a few? We want to make sure we’re seeing the same problem that you are, so our Customer Support team can replicate the issue and pass on information to Workfront’s product development teams.

If you have any questions or would like to share additional troubleshooting steps, please leave those in the comments below. Thank you!