Reporting Website or Connection Issues: What Information to Include

When you encounter issues accessing a university website or online service—such as pages not loading, slow connections, or error messages—our IT Support team is here to help. To diagnose and resolve your issue quickly, we need a few key details about what happened and where.

Providing this information upfront helps us identify whether the issue is related to your device, browser, network, or the website’s server, allowing us to resolve it more efficiently. Submit your tickets to tickets@gsu.uservoice.com, or use the form on our Support Page.

Step 1: Describe What You Were Doing

Briefly explain what action you were taking when the issue occurred. For example:

• “I was logging into the campus portal.”

• “I clicked a link on the library homepage.”

• “I was submitting a form on the admissions site.”

This context helps our team understand where in the process the issue appeared.

Step 2: Include the Full Web Address (URL)

Copy and paste the exact web address from your browser’s address bar. Even a small difference in the URL can point to a completely different page or system.

Step 3: Provide the Error Message and Screenshot

If you see an error message or error code (such as 404 Not Found or Server Error 500), please copy it exactly and take a screenshot. In your screenshot, please include the entire browser window, from the very top to the bottom. This will provide us with the most amount of useful information to assist you.

Step 4: Note the Date, Time, and Browser

Include the date and time when the issue occurred, along with:

• The browser you were using (Chrome, Firefox, Safari, or Edge)

• Your operating system (Windows, macOS, iOS, or Android)

Certain issues may occur only in specific browsers, providers, or at particular times (for example, during maintenance windows, busy time frames, or after system updates).

Step 5: Test in Another Browser or Device (If Possible)

If you can, try accessing the page in another browser or on a different device. Let us know the results:

• Does it load in Chrome but not Firefox?

• Does it work on your phone but not your laptop?

These details help us determine whether the issue is local (device/browser) or network/server-based.

Step 6: Provide Network Details

If you’re on campus, please include your location or indicate whether you were connected to campus Wi-Fi or a wired connection.

If you’re off campus, mention which internet provider you were using (Charter, AT&T Fiber, etc.) and whether you were using home Wi-Fi, cellular data, or the university VPN.

This helps us rule out potential network or connection-related causes.

Step 7: Submit a Detailed Report

Once you’ve gathered this information, please submit a support request through tickets@gsu.uservoice.com or by using the form on our Support Page.

Be sure to include all of the details above in a single message (and attach any screenshots) to help us start troubleshooting immediately.

Example of a Helpful Report

Issue: The Financial Aid application page won’t load.
URL: https://finaid.university.edu/apply
What happened: The page stays blank for about 20 seconds, then shows “Server Error 500.”
Browser/Device: Chrome 128 on Windows 11
Date/Time: October 6, 2025, at 2:45 p.m.
Network: Off-campus, AT&T GB Fiber, no VPN
Tried: Works on my phone’s cellular data, but not on my laptop.
Attachment: (Screenshot of full browser window attached)

Why This Information Matters

Each detail helps our IT team narrow down the cause of the problem faster. Missing details often mean we’ll need to follow up for clarification, which can delay resolution. The more complete your initial report, the faster we can identify and fix the issue.

In summary:
When reporting a web or connection issue, please include details about what happened, where, when, and how. These small steps make a big difference in how quickly we can get you back online.