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**[[Subcategories of Remedy Problem Tickets:]{.underline}]{.mark}**

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***[Top 15 Issues/Problems Encountered:]{.underline}***

1.  ***User Error = When the transmission was repeated successfully
    without any changes being made, except for the careful following of
    procedures.***

> ***[Examples:]{.underline}***
>
> ***Problem --** User is receiving error messages before trying to
> transmit. She is unable to get to the transmit screen.*
>
> ***Resolution --** User was attempting to transmit from the training
> application. User needs to make sure she enters the production
> application to transmit.*
>
> ***Problem** -- User was unable to transmit successfully. Receiving
> error that there was no answer from the remote location.*
>
> ***Resolution** -- Reviewed transmission instructions with user using
> emphasis on making sure modem was properly inserted and the telephone
> cord ends were properly connected. User transmitted successfully.*

2.  ***Master Key Lock Out = Device locked due to incorrect password.***

> ***[Example:]{.underline}***
>
> ***Problem** -- Crew Leader stated that his user had been locked out
> of his device.*
>
> ***Resolution** -- LCO (Local Census Office) staff reimaged device and
> reset the date and time. Reminded user to re-align screen and change
> password and battery. Device worked fine after reimaging.*

3.  ***Unspecific Device Software = Device Software issues identified,
    but not enough information to determine which program caused the
    malfunction.***

> ***[Examples:]{.underline}***
>
> ***Problem** -- Device continually intitializing. Touching any option
> would prompt the device to initialize again.*
>
> ***Resolution** -- Device was reimaged and problem was resolved.*
>
> ***Problem** -- Crew Leader reported that a user's device didn't have
> the training application available.*
>
> ***Resolution** -- Reimaged device and made sure the storage card was
> fully inserted.*

4.  ***Memory Card = Storage card was corrupted making it unable to
    delete files in order to be reimaged.***

> ***[Example:]{.underline}***
>
> ***Problem** -- Unknown/strange characters showing up on storage card.
> Applications on device not working properly.*
>
> ***Resolution** -- Reimage problem with SD (Storage Disk) card. Tested
> with a 'good' card and the device reimaged fine, therefore SD card is
> bad/corrupted.*

5.  ***Informational/Incomplete = Information provided in ticket was not
    sufficient to determine the issue; unable to contact LCO (Local
    Census Office) for clarification.***

> ***[Example:]{.underline}***
>
> ***Problem** -- Remedy ticket stated that the device had a' problem'
> without providing any additional information.*
>
> ***Resolution** -- Remedy ticket stated that the resolution was
> 'fixed' without providing any additional information.*

6.  ***AMS = When the AMS software is malfunctioning and it is necessary
    to reimage.***

> ***[Example:]{.underline}***
>
> ***Problem** -- User was receiving an error message in all
> applications "ams.exe, select quit then restart program".*
>
> ***Resolution** -- Advised user to bring device to LCO (Local Census
> Office) to be reimaged.*

7.  ***Afaria Lock Out = Transmission password entered incorrectly.***

> ***[Example:]{.underline}***
>
> ***Problem** -- User says they are receiving an error message stating
> that the 'incorrect user name and password' was utilized and are
> unable to transmit.*
>
> ***Resolution** -- Transmission account was reset.*

8.  ***Procedural/Device Software = When an automation procedure needs
    to be specified or clarified.***

> ***[Example:]{.underline}***
>
> ***Problem** -- User was unsure of steps for changing the default
> password on their device.*
>
> ***Resolution** -- Walked the user through the process and
> successfully changed the password on the device.*

9.  ***Power Adapter = Power adapter malfunctioned and required or
    clarified.***

> ***[Example:]{.underline}***
>
> ***Problem** -- User reported a broken power adapter hook.*
>
> ***Resolution** -- Replaced it from auto power adapter spare parts.*

10. ***Transmissions/Other = When the transmission was unsuccessful;
    undetermined causes.***

> ***[Example:]{.underline}***
>
> ***Problem** -- User claimed he transmitted successfully and didn't
> receive any cases or files. Checked his transmission log and his last
> transmission was unsuccessful.*

***Resolution** -- Instructed user to do another transmission, as his
last transmission was*

*Unsuccessful. After 2^nd^ transmission, cases were shown.*

11. ***Device Soft Reset Required = Device locked up at any time and
    required a soft reset.***

> ***[Example:]{.underline}***
>
> ***Problem** -- User launches various software and device locks up.*
>
> ***Resolution** -- User advised to perform a soft reset. Problem was
> resolved.*

12. ***Transmission Account = Transmission was unsuccessful due to a
    user name/password error.***

***[Example:]{.underline}***

***Problem** -- User is receiving an error message that he is using the
wrong user name and password after attempting to send an unsuccessful
transmission. Verified username and password and they are correct.*

***Resolution** -- Transmission ID was disabled. Enabled transmission ID
and the user was able to transmit successfully.*

13. Expansion Pack = Expansion pack malfunctioned or was faulty.

[Example:]{.underline}

***Problem* --** *User is unable to transmit.*

***Resolution** -- Modem wasn't being read because it could not be
properly seated in the expansion pack (bent pins). Replaced expansion
pack; transmitted successfully.*

14. Modem Issues = Unable to transmit due to an inability to determine
    if the modem/phone card was inserted correctly.

***[Example:]{.underline}***

***Problem** - User could not dial in after several attempts. User
checked the line using an analog phone and received a dial tone, but
when connecting to the HHC, no connection was established.*

***Resolution** - After instructing the user to remove and reconnect the
expansion pack, as well as removing and reconnecting the modem, a
connection was made and a successful transmission was accomplished.*

15. ***Backup Missing = Back up could not be recovered.***

***[Example:]{.underline}***

> ***Problem** - User received an error message that states 'the file
> MCD...the backup directory doesn't exist' during an interview.*
>
> ***Resolution** - Memory card was not seated properly. Reseated card
> and problem was resolved.*