Information Required for Issue Investigation (Collaboration)
To help us investigate and resolve your issue as quickly as possible, please provide the following details:
1. Exact Date & Time of the Issue
- Include the precise timestamp (with timezone) when the issue occurred.
2. Step-by-Step Description (with Evidence)
- Provide a detailed sequence of actions leading to the issue.
- Include what you expected to happen and what actually happened.
- Attach screenshots or screen recordings illustrating the issue, if available.
3. User Information
- Name of the affected user
- Email address (or Rainbow ID) of the impacted account
4. Application Logs
- Please collect and share the relevant application logs.
- Indicate the time range covered by the logs.
5. Additional Context (if available)
- Device type (PC, mobile, tablet)
- OS and app version
- Network type (Wi-Fi, corporate network, VPN, etc.)
Information Required for Call Issue Investigation
In case of call issue, please provide the following details:
1. Exact Date & Time of the Call
- Precise timestamp (with timezone) when the issue occurred
2. Call Scenario & Step-by-Step Description (with Evidence)
- Detailed description of the issue
- Step-by-step actions leading to the problem
- Expected behavior vs actual behavior
- Attach screenshots or screen recordings, if available
3. Call Details
- Caller name/email
- Callee name/email
- Call direction (incoming / outgoing)
- Call type (internal / external / PSTN)
- Was it audio or video?
- Did the call connect or fail? If connected, describe the issue (no audio, one-way audio, drop, poor quality, etc.)
4. User Information
- Name and email (Rainbow ID) of the impacted user(s)
5. Application Logs
- Collect and share relevant logs from affected device(s)
- Clearly indicate the time range corresponding to the issue
6. Additional Context (if available)
- Device type (PC, mobile, tablet)
- OS and Rainbow app version
- Network type (Wi-Fi, LAN, VPN, cellular)
- Headset or audio device used