Welcome to the How to Support Your End Users Guide

Vitrium’s goal is to set you up for success, ensuring a seamless experience for both you and your end users. This guide is designed to equip you with the information and tools needed to confidently support your end users with the most common questions and issues, along with helpful links to additional resources.

We also offer complimentary Support Your End Users training sessions tailored to your specific use case, helping your team feel prepared and empowered in this role. If you missed a session or would like a refresher, we encourage you to connect with your Account Manager or our Support Team to schedule one.

We recommend reviewing this guide in full, but here’s a helpful overview of best practices when supporting your end users:

1. Start by confirming details in the User Activity Log

When your customer (an end user) reaches out, begin by validating the reported issue:

• Check the User Activity Log to gather relevant details such as:
  • Name of content
  • Access method
  • Any associated error codes
• If an error code is present, refer to the User Activity Error Code Guide for guidance on resolution.

2. Gather additional context when needed

If the issue isn’t immediately clear, collect more details to better understand the situation. This will also ensure a smoother escalation if needed:

• What is the problem?
• Which encrypted format are they opening (web viewer, protected PDF, video player)?
• What is the expected behavior vs. what is occurring?
• Which user(s) are affected?
• Is the issue isolated to one content or multiple?
• Which content title(s) are impacted?
• What troubleshooting steps have already been taken?
• Request full-screen screenshots or videos, if possible
  • Visuals often provide helpful context, especially when terminology differs.
• Note the user’s device and application:
  • PC or Mac?
  • Mobile or desktop?
  • Chrome, Firefox, Edge or Safari?
  • Adobe Reader, PDF-XChange, or other PDF app?

3. Reference this guide for common solutions

Use the sections in this guide to identify and resolve frequently reported issues by following the recommended steps.

4. Escalate to Vitrium Support when needed

If you’re unable to resolve the issue, our Support Team is here to help. When reaching out, please include:

• All relevant context gathered above
• Troubleshooting steps already performed
• Any screenshots or videos

Providing this information upfront allows us to assist you more efficiently and get your end user back on track as quickly as possible.

Don’t forget to explore our YouTube page for helpful video tutorials, along with additional guides for deeper support.

 

---