Information to include when reporting a problem

Describe what happened

Trainees should start with their trainer. Trainers can use the support contact supplied with their Train Lens account, or ask the person who arranged access where to report the issue.

Include these details in your report:

• Your role: trainer or trainee.
• The action: what you were trying to do and the steps that led to the problem.
• The result: what you expected and what happened instead.
• Any message: the exact wording shown.
• The time: the date, approximate time and time zone.
• Your setup: computer operating system, browser name and browser version if available.
• The scope: whether the issue happens every time and whether others are affected.
• Checks already tried: what you changed and whether it helped.

Add context safely

Include the session name and scheduled time if relevant. Share joining links only through the appropriate private support channel if requested.

A screenshot can help show a message or unexpected result, but include one only when useful. Hide private information, other trainees' details and unrelated content first. Never include passwords or recovery codes.

While waiting for help

Keep your trainer informed. If the problem changes or is resolved, update the person handling the report so they have the latest details.

Report a bug to the Train Lens development team

If you encounter a functionality or user interface issue in the Train Lens platform, you can report it to us using our online bug reporting form.

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