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Reporting a problem

Updated

If you encounter any issues or errors while using PureTest, we highly recommend taking advantage of the Report a Problem feature located in the Account panel. Using this feature will automatically contact a customer support representative to assist with your issue, while also providing logging data for the SHOEBOX development team in case your issue requires some bug fixing or investigation on our end.

Note: This feature is intended for troubleshooting only. If you have questions about how to use PureTest, please refer to our articles here on the Support Center. If you need to access the Support Center from the app, there is a link above the Report a Problem feature in the Account panel.

To report a problem

  1. Check to make sure that your device is connected to the internet, and that PureTest is online. The report a problem feature is only available while online.

  2. Tap on the user name in the top-right corner of the home screen to open the Account panel.

  3. Tap on Report a Problem.

    A screenshot of the user admin panel.
    • Tip: You can also tap on the Report a Problem link from either the Cloud Sync section or the Testing Offline section in the top-left corner of the home screen. 
      A screenshot of the Report a Problem button in the cloud sync status.
      A screenshot of the Report a Problem button in the testing offline status.

  4. Your email should automatically be entered into the email field, but you can enter a different email if necessary.

    A screenshot of the Report a Problem form.

  5. Use the dropdown menu to select the type of problem you have encountered. Use Other... if your problem is not on the list.

    A screenshot of the Report a Problem form with the category dropdown displayed.

  6. Tap on Next.

    A screenshot of the Report a Problem form with the Next button displayed.

  7. Provide details about your issue using the text field provided, so that the support team can prepare to assist you. If possible, we highly recommend providing steps that the support team can take to reproduce the problem, I.E. retracing the steps you took before you encountered the problem.

    • Important: For privacy protection, please do not include any patient names or test result information.

  8. Tap on Submit.

    A screenshot of the Report a Problem form with the Submit button displayed.

Your problem will then be logged and will automatically open a support ticket. A support representative will then contact you within the next business day to help resolve the issue.

If your problem needs immediate attention, contact our support team.

A screenshot of the Report a Problem form after the issue has been submitted.

 

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