Service issue
Root cause
Resolution
Unable to download desktop Skoot application.
Customer must have Active X Control installed on computer.
Download Active X Control.
Unable to find Skoot after download.
Dialog box closed after download.
Search for file: Skoot_Windows_Client_Setup.exe
Double click file to open Skoot installer.
If file is not found, download Skoot again.
Change, repair, or remove installation dialog box opens.
Skoot is already installed on the computer.
Locate Skoot in the “Skoot for Windows” folder.
JRE installation prompt opens.
JRE absent on customer computer. JRE is a Skoot dependency.
Install JRE as prompted.
Skoot does not open from icon.
Skoot is already running.
Double click the Skoot icon in the system tray or right click Skoot icon in the system tray to open menu.
Username and password do not work.
Mistyped username or password.
Username is email address. Re-type username and password. If this does not resolve issue, escalate issue to Tier 1 support.
Mac user: Skoot fails to operate as expected.
Skoot application is running from the image installer.
Move Skoot application (inside Skoot installer) to the Applications directory and then eject installer.
During Skoot application upgrade, download stalls and fails to complete.
Many possible causes.
Uninstall Skoot and contact Tier 1 support.
Skoot fails after upgrade.
Many possible causes.
Uninstall Skoot and contact Tier 1 support.
| Service issue | Root cause | Resolution |
|---|---|---|
| Unable to download desktop Skoot application. | Customer must have Active X Control installed on computer. | Download Active X Control. |
| Unable to find Skoot after download. | Dialog box closed after download. | Search for file: Skoot_Windows_Client_Setup.exe Double click file to open Skoot installer. If file is not found, download Skoot again. |
| Change, repair, or remove installation dialog box opens. | Skoot is already installed on the computer. | Locate Skoot in the “Skoot for Windows” folder. |
| JRE installation prompt opens. | JRE absent on customer computer. JRE is a Skoot dependency. | Install JRE as prompted. |
| Skoot does not open from icon. | Skoot is already running. | Double click the Skoot icon in the system tray or right click Skoot icon in the system tray to open menu. |
| Username and password do not work. | Mistyped username or password. | Username is email address. Re-type username and password. If this does not resolve issue, escalate issue to Tier 1 support. |
| Mac user: Skoot fails to operate as expected. | Skoot application is running from the image installer. | Move Skoot application (inside Skoot installer) to the Applications directory and then eject installer. |
| During Skoot application upgrade, download stalls and fails to complete. | Many possible causes. | Uninstall Skoot and contact Tier 1 support. |
| Skoot fails after upgrade. | Many possible causes. | Uninstall Skoot and contact Tier 1 support. |
