Guide to Troubleshooting Issues

General Troubleshooting Guide

Most issues are usually related to the user’s device or browser and can be easily resolved by following these steps:

  1. Ask the user to check their internet connection on their device. It is common for users to try access the app in places of poor connectivity. If the user is unsure then ask them to have a colleague confirm that they can access the internet

  2. Ask the user to clear their history and their Cache and refresh their browser (on a phone ask the user to clear the app from their cache)

  3. Ask the user to log out and log back in again

  4. Ask the user to try opening the app in a different browser. This will determine if the issue is browser specific (i.e. they may be using an outdated browser)

  5. Ask the user to try opening the app on another device. This will determine if the issue is device specific (i.e. they may be using an outdated or unsupported device)

Technical Troubleshooting Guide

Most technical issues are related to the system accounts with third party vendors that have integrated with Mumba such as Kronos and Chris21 and can be resolved by following the steps below :

  1. Identify if there have been any changes or updates within these systems. Confirm if the issue is being caused by any of these updates with the relevant Chris21 or Kronos personnel

  2. Confirm system account passwords have not been changed or updated without Mumba being notified

  3. Contact the relevant support personal for that system and confirm that there are no known errors or issues

  4. Request help from superiors internally or refer to any knowledge base documentation that may exist

Kronos and Chris21 Troubleshooting Guide

Many of the error messages will usually refer to Kronos or Chris21:

• Error messages that contain “WFP” are Kronos related; and

• Error messages that contain “BRE” are Chris21 related

• Kronos issues will usually be related to the user’s leave and/or roster.

• Chris21 issues will usually be related to the user’s login, email notifications, payslips or profile information.

If an error message appears with either of these applications mentioned, then follow these steps:

  1. Contact the Kronos or the Payroll (Chris21) team to notify them of the error message

  2. Work with the Kronos or Payroll team to resolve the issue