Whether you’re experiencing extremely slow response time or a third-party software tool accidentally blocks the Expert application, you can always count on our support team’s professional advice and immediate assistance. In a previous blog post we revealed a couple of notable support cases that highlight our team’s dedication to delivering the best customer experience possible. Let’s take a look at some other great success stories:
Avoiding deletion of FixMe.IT cookies in IE
A user recently reported that they were prompted to manually enter the login credentials every time they ran the Expert application. It may appear as if the issue is attributed to FixMe.IT itself, but it turned out that it wasn’t.
Our team member connected to the user’s machine, ran some tests and collected the logs. As a result, we found out that a 3rd party program on this machine automatically deleted the user’s cookies in Internet Explorer whenever they would log into Windows. Since all FixMe.IT cookies are stored in IE by default, this caused the described problem. In the end, our support team member made the necessary adjustments to the user’s settings and the problem was resolved.
Reinstalling Internet Explorer
Another user contacted us about being unable to run the Expert application. As is often the case, a member of our support team connected to the user’s computer remotely, ran some tests and collected logs from the machine.
Upon reviewing the collected information, we found that the issue was attributed to Internet Explorer components that did not permit running our application. This one was easy enough to resolve by simply resetting the IE settings (alternatively, you can just reinstall the browser).
Updating Webroot antivirus
Several users have also reported that Webroot antivirus may be blocking the FixMe.IT Expert application. Our team decided to reach out to Webroot directly and see whether there are any issues with our application.
It turned out that Webroot was raising some false flags and simply needed to be updated in order to resolve the issue. Our support team was provided with the relevant update instructions and passed that information to the users that were experiencing the issue. Another problem solved!
Remember that whether you’re facing an issue that prevents you from getting the best experience of our product, the FixMe.IT support team is here to help. Don’t hesitate to contact us directly, send a Tweet, or leave a message on Facebook. We’ll do our best to be as fast as a flash!