Designed to be printed or kept open in a separate tab during an incident.
Audience: customer IT teams
Triage: one user or many? Many = escalate immediately.
Quick checks (single user only):
- Can they sign in? (account, Azure AD, browser)
- Seeing an “enterprise application needs approval” message? Not a first-line fix; contact your Azure Global Admin.
- Correct Azure AD group? Signed out/in since change?
- Upload: right file type (PDF, TXT, CSV, MD, DOCX, DOC, XLS, XLSX), under 100 MB, did it complete, retry worked, device memory OK for large files?
- Scanned/image-based document with incomplete answers? Retry with OCR turned on.
- Slow/unresponsive: refresh, network, one user or many, specific action?
Time limit: 10–15 minutes of checks, then escalate.
Escalation needs: user, time, browser, exact error/screenshot, what they were doing, number affected, steps already taken.