Error Code Guide

Handling customer inquiries about error codes efficiently requires understanding the context in which the error occurs and identifying the product involved. This guide outlines the steps to follow when customers report error codes.

Screenshot or Recording

To help identify the issue ask the user for a screenshot or recording of the issue they are experiencing

Understanding the Issue

1. Identify the Product: First, determine which product the customer is using when they encounter the error. This step is crucial as it directs the troubleshooting process.

2. Error Code Context:

   • Loader Error: If the error code appears on the loader, refer to the loader-specific troubleshooting guide in the support documentation.
   • Terminal Error: If the error code is displayed in a terminal, it relates directly to the product they are attempting to launch. Consult the product-specific error code documentation for resolution steps.

Process Overview

• Ask the customer to describe the error and where it appears (loader or terminal).
• Identify their Windows version by getting them to screenshot winver.exe
• Use the error code and the context to locate the appropriate troubleshooting steps in our support documentation.
• Guide the customer through the recommended troubleshooting steps or escalate the issue to a @monolith if necessary.