Creating an account
When your account is created you will receive a welcome email. If you do not already have an account, or did not receive a welcome email, create an account here: https://downstreamhelp.freshdesk.com/support/signup We will then quickly get your account set up in our support system.
Submitting a ticket
There are several ways to submit a ticket. We try to respond as quickly as we can during business hours (9am-5pm, M-F, excluding holidays). If you haven't heard back, you can call us at 1-(503)-226-1944
- Send an email to support@downstream.com. If you don't have an account, sending an email will create a new account. Someone from downstream will be in contact with you to complete the sign-up process and handle your ticket.
- Login into the portal and click New Support Ticket and fill out the information
Tips for writing tickets
The more information you can provide, the easier it will be for our staff to resolve your issue. We love photos and videos! Please note that there is a 20mb limit for attachments to tickets.
- Be specific! If you can describe which display and what time the issue occurred, that's very helpful for us if we have to delve into the logs.
- Detail the steps! What was going on when the issue occurred? If you can provide step-by-step instructions for recreating the issue, that's ideal
- Provide any troubleshooting you've done! If you've rebooted the machines, changed the content, or taken any other steps to resolve the issue yourself, let us know. It's also helpful for us to know if something happened that you resolved it yourself. In that case, use the "Incident" type of report.
- Send media! When taking photos or videos of a problem, try to be far enough away to provide context for what's going on, but close enough to resolve some details. Photos and videos are great for us because they can provide information you might not think is helpful, but could be crucial for getting to the root of the problem without you having to describe the context in detail. For instance, they might alert us to a specific piece of content that's problematic, or the particular look of a glitch could indicate issues with the hardware instead of software.
Ticket Fields
Requester: This is generally your email, unless you're submitting on behalf of a colleague.
Subject: A concise and specific description of the issue. Try to use descriptive words instead of generalities. For instance "Display Table" isn't very descriptive, but "Table app freezes in presentation mode" describes the issue well.
Type:
- Question is for general inquiries for information that don't need immediate action. These are helpful to have as tickets to build a knowledge base.
- Incident is for an occurrence that was resolved either automatically or through manual action that don't require immediate action on Downstream's part. These reports are for rare occurrences such as a random PC reboot, unexpected Windows Update, or hard drive replacement, that would be helpful to have a record of
- Problem is the the most common report type where there is an expectation of resolution on Downstream's part.
- Feature Requests are for new additions to the display. Downstream might convert your ticket to this type if the request falls outside of normal SLA maintenance and will follow up with you about scoping new work to incorporate the request.
Problem Area:
- PC indicates there's an issue with the hardware that runs the installation, such as the hard drive is failing, or the video cards themselves are not functioning
- Windows is an issue with the OS itself, such as a pop-up notification, Windows Update, etc
- Displays relates to something with the physical display hardware, such as a screen not powering on, an LED screen having dead pixels or sections, or the arrangement of the outputs is incorrect
- Touch is for touchscreen applications where the touch is not functioning at all and the app is still running normally and animating, or the alignment or sensitivity is not correct, or other touch issues.
- CMS indicates a problem with the Content Management System that drives your displays (if you have one) and includes issues of being able to add content, the content not appearing on screen, or other issues related to the CMS
- App is a problem with the software that drives any of your displays. If there's a problem interacting with the display, the output doesn't look correct, the displays are crashing, or general bugs, it's likely related to the App.
- Other is a catch-all for anything that doesn't relate to one of the above categories, such as specialty functions like RFID readers or proximity detection, or the issue cuts across multiple disciplines.
Priority:
- Low are issues that don't impacting day-to-day operations.
- Medium are issues that can be worked around, may be visible, but don't prevent the use of the app.
- High are issues that are visible and breaking, making a section of the app unusable or content/feature unreachable.
- Urgent are issues that prevent use of the displays.
Description: Provide as much detail as you can along with steps to reproduce the issue. Add media, links, and attachments in this area (20mb limit). If you need more storage limit, you can put a restricted video on YouTube or Vimeo, use another sending service like https://www.hightail.com/ , or put your video on corporate file sharing like Google Drive, Box, or SharePoint and send us the password.
Example bug report
Subject: Story Wall resets when trying to play a video
Type: Problem
Problem Area: App
Priority: High
Description: This morning we had an issue with our touch screen where the application would appear to reset when we tapped on any video media. We rebooted the PC, and the issue is still there. Here's a quick list of steps when we encounter this issue:
- Tap on the "stories" header
- Tap any story with a video in it like "Innovation"
- Tap "play" on the video
- The screen becomes unresponsive
- After a few seconds, the app goes to the home screen
This is the display in question:
