🛠️ IT Support Troubleshooting Guide (Internal)
Application: Sports Audio Mobile App
Department: IT & Technical Support
Version: 1.5
Prepared By: Chris Nowell
Last Updated: 04/12/25
📌 Purpose
This document provides standardized troubleshooting steps and escalation protocols for the IT support team when diagnosing and resolving technical issues reported by users of the Sports Audio Mobile App.
🔍 Common Issue Categories & Solutions
1. App Won’t Launch / Crashes on Startup
Possible Causes:
Corrupted installation
OS compatibility issue
Outdated app version
Troubleshooting Steps:
Confirm OS and app version (minimum supported: Android 9 / iOS 13).
Ask the user to force close and reopen the app.
If issue persists, recommend:
Clearing app cache/data (Android)
Reinstalling the app
Log crash report (if captured) and forward to DevOps if recurring.
Escalation Level: Tier 2 if not resolved after reinstall.
2. Audio Not Playing / Broken Playback
Possible Causes:
Network connectivity issues
Background audio permissions
Audio output routing problem (e.g., Bluetooth)
Troubleshooting Steps:
Confirm the issue is reproducible.
Ask the user to:
Disconnect Bluetooth devices
Switch audio output (e.g., from speaker to headphones)
Check for mute, low volume, or system-level restrictions
Run a test on a similar device (internal QA)
Review logs for streaming or buffering errors (if logging is enabled)
Escalation Level: Tier 2 if consistent across devices or locations.
3. Content Not Loading (Live Feed, Favorites, etc.)
Possible Causes:
API downtime
Backend sync error
User not logged in or outdated auth token
Troubleshooting Steps:
Check server/API status via monitoring dashboard (e.g., Datadog, New Relic).
Confirm user login is active.
Ask user to refresh content or log out/in again.
Check backend logs for data fetch or authorization errors.
Escalation Level: Tier 2/3 (Backend) if tied to API or database outage.
4. User Can’t Add or View Favorite Teams
Possible Causes:
Account sync error
UI rendering bug
Corrupted preference data
Troubleshooting Steps:
Verify the user's account status in the admin portal.
Ask the user to:
Clear cache or reinstall
Try on another device
Log any client-side errors (if session logging is enabled)
Escalation Level: Tier 2 if preferences do not save across sessions.
5. Notifications Not Working
Possible Causes:
OS-level notification block
App notification settings disabled
Backend push service delay
Troubleshooting Steps:
Ask the user to check app and device notification settings.
Verify their subscription to team/game alerts in the app.
Check backend push log (Firebase, OneSignal, etc.).
Test with a test push notification.
Escalation Level: Tier 2 for user-specific; Tier 3 if system-wide.
🧰 Tools & Access Requirements
Tool/Platform Purpose Access Level Required Firebase / OneSignal Push notifications & crash logs Tier 2+ Datadog / New Relic Monitoring and performance logs Tier 2+ Admin Portal User account management Tier 1+ Postman or API Tester API call debugging Tier 2+ Slack / Teams Internal escalation communication All
🚦 Escalation Protocol
Severity Level Example Action Tier 1 Basic user issues (audio not playing) Handle via chat/email; use this guide. Tier 2 Repeated crashes, content load failures Escalate to mobile dev or QA with logs. Tier 3 API outage, backend failure, live bug Alert engineering, update status page, notify stakeholders immediately.
🧾 Incident Logging Template
Ticket ID:
Reported By:
Device & OS:
App Version:
Issue Summary:
Steps to Reproduce:
Action Taken:
Current Status:
Escalated To: (if applicable)
📞 Support Contacts
Team Contact Channel Availability Tier 2 Support support-t2@sportsaudioapp.com Mon–Fri, 9am–6pm EST Backend Engineering backend@sportsaudioapp.com On-call 24/7 QA / Testing Team qa@sportsaudioapp.com Mon–Fri, 10am–5pm EST
