Hello [Client] Administrators,  

Can you assist us with the following course [launch, progress, completion] issue, please? 

User: [First Name] [Last Name] 

User ID/Username (Optional):  

Email Address: 

Issue: [Course Launch Issue, Course Progress Issue, Course Completion Issue] 

Request: [If a user has completed a course several times, frustrated, or is requesting for the course to be marked completion, you can include: Course Completion Request] 

Course Name: [Full Name of the Course] 

Summary: [Describe the issue that was reported by the user and provide any relevant information regarding the issue] 

Example: Jane contacted Live Support to report a course launch issue. She stated when she launches the course, it loads continuously for about 5 minutes then she receives an error message ‘some sort of error’. We troubleshooted the issue in Live Support chat and later via email support. Please see the system check results and troubleshooting steps below. Unfortunately, the issue persisted for the user after troubleshooting. 

System Check Results:  

Troubleshooting Steps [Pointers]:  

- Example: Popups were disabled 

- Example: Cache was cleared 

[If you asked the user to switch to another browser, provide the system check results for the other browser along with the troubleshooting steps – use the same format as above]: 

Screenshot: Please see screenshot attached. [If the user does not provide a screenshot, make a note in the escalation] 

Additional Information:  

[Can include: 

- Test the course (if available/possible to duplicate the issue) 

- Note your findings about testing the course (Example if you replicated the issue or if the course worked successfully)] 

Please advise – thank you in advance!