Troubleshooter Application - TekSavvy Community
<main> <article class="userContent"> <h3 data-id="currently-this-tool-is-only-for-cable-internet">Currently, this tool is only for Cable internet</h3><p>This tool only appears once basic troubleshooting is completed.<a href="https://community.teksavvy.com/messages/add/TSI_Support" rel="nofollow noreferrer ugc"> <strong>If needed, please open a ticket here.</strong></a></p><p>This tool does not fix any issues or submit tickets. It is only gathering information for customers and agents to review and use to assist with problems. As it helps streamline the process in doing so. It is turned off after each troubleshooting ticket is completed.</p><h2 data-id="before-you-begin">Before you begin</h2><ul><li>Ensure an agent has confirmed no other signal-related issues on the line.</li><li>Double-check all cables and ethernet cables are working properly.</li><li>Connect directly to your modem or bridge your modem into a device.</li><li>Restart the computer and ensure no other programs are running.</li></ul><h2 data-id="to-start-go-back-to-your-teksavvy-mysavvy-portal-account">To start go back to your <a href="https://community.teksavvy.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmysavvy.teksavvy.com%2F" rel="nofollow noreferrer ugc">TekSavvy MySavvy Portal account</a></h2><p>Once logged in, locate an option for <strong>My Troubleshooter</strong> on the left-hand side of your MySavvy screen under <strong>Need Assistance?</strong></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://community.teksavvy.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032279%2Fuploads%2FG32OBTY13KM1%2Fimage.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032279/uploads/G32OBTY13KM1/image.png" alt="image.png" height="117" width="350" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>You will be greeted by a welcome window.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://community.teksavvy.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032279%2Fuploads%2F0OAFW5X79IDY%2Fimage.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032279/uploads/0OAFW5X79IDY/image.png" alt="image.png" height="359" width="800" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>Go through the basics to confirm you are connected to your modem and reset everything. You will then receive the following ID code and a <strong>Download</strong> option. Select the <strong>Download</strong> and save the file. Ensure you record the code for your records.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://community.teksavvy.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032279%2Fuploads%2FR8E5ANMW6TFR%2Fimage.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032279/uploads/R8E5ANMW6TFR/image.png" alt="image.png" height="369" width="600" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://community.teksavvy.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032279%2Fuploads%2FGKRAI6VTE7G4%2Fimage.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032279/uploads/GKRAI6VTE7G4/image.png" alt="image.png" height="203" width="600" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>The file will download as a .ZIP file and you will need to be extracted onto the computer. Once extracted, you should be able to locate a <strong>Troubleshooter</strong> application. You will likely be prompted by your firewall indicating a potential threat from this program but do not worry, it is a web-based application that is strictly designed to collect information in single instances and can be deleted off the device after it is finished.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://community.teksavvy.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032279%2Fuploads%2FQ243KA5DMO4I%2Fimage.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032279/uploads/Q243KA5DMO4I/image.png" alt="image.png" height="248" width="600" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>Once started you will be prompted for the code you recorded earlier.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://community.teksavvy.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032279%2Fuploads%2F6EVJ0T4NWNSV%2Fimage.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032279/uploads/6EVJ0T4NWNSV/image.png" alt="image.png" height="337" width="600" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>Once started it will take at least 10 minutes to complete or longer. Do not use the device or turn it off during this process.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://community.teksavvy.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032279%2Fuploads%2FFZ2B4D471FKL%2Fimage.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032279/uploads/FZ2B4D471FKL/image.png" alt="image.png" height="262" width="600" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>Once completed you will be provided with the ability to download the results for review and send them to an agent if needed.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://community.teksavvy.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032279%2Fuploads%2F7IW4H72EKXHG%2Fimage.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032279/uploads/7IW4H72EKXHG/image.png" alt="image.png" height="329" width="600" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p> </article> </main>
