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J. J. Keller Support Center

*LMS Support Process - Team 1

C4C Notes
Category LMS
Incident Type Usage
Incident Sub Type  
Grouping Category  

Please copy and paste this into the ticket with the answers. 


  1. When did the issue start?
  2. What devices are you experiencing the issue on? (phones, tablets, PCs)
  3. Is it one course or multiple courses? (Document the exact titles)
  4. How many locations are affected?
  5. Did the course ever work for you?
  6. Is your LMS actively connected to the internet?
  7. Do you have a Firewall?
  8. Is and added to the safe sender list??
  9. How many students are affected?
  10. If you are getting an error message can you tell us what it is and provide screen shots?
  11. Have you tried downloading a new copy of the dispatch file and installing in your LMS?
  12. Who is your LMS provider?


Position a call back with the customer:   Mr. Customer, I am going to get this to one of our Technical Specialist for them to investigate this issue further and call you back within one business day.

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