- Exactly when did the user encounter the problem?
- Has the user ever been operational?
- What are the symptoms that the user is experiencing?
- Is the user experiencing any error messages or alarms and if so, what is the exact syntax of the error message(s)?
- Are any other users experiencing the problem?
- Has anything changed (e.g. location, endpoint hardware, accessories, network, firewall, software update)?
- Can the user recreate the problem?
- What version(s) are running on the involved infrastructure components and endpoint(s) (VidyoDesktop, VidyoPortal, VidyoRouter, etc.)?
- Consider gathering information via remote access
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