One of the first things a support technician will do when troubleshooting a problem with you is to get an idea of all hardware and software involved. To save time (or eliminate the need for assistance), you can make these checks beforehand:

• Check Hardware and Software Requirements - Ensure that your computer meets the hardware requirements listed on the packaging of your SecureSuite Product, in the Quick Start Guide, or in the User Guide.
• Read the Release Notes and Documentation - SecureSuite and device support modules usually contain release notes with information about your product not included in the primary documentation. It may also include solutions to problems discovered after the application was released.
• Check the Support Knowledge Base - The support knowledge base contains answers to many common technical problems and questions. Be sure to check it before calling or emailing support. Click here to directly access the I/O Software knowledge base.
• Use Current Authentication Device Support Modules and Software - You can download the most updated device support modules in the I/O Software download section.
• Check for New Software or Setting Conflicts - If you have recently installed new software or have changed other system configuration settings, try uninstalling the software or restoring your original settings. If the problem disappears, try reinstalling the software or utility or contact the manufacturer to inquire about updates or compatibility problems.
• Check Hardware Connections - Make sure that any hardware devices you are using are securely connected to your computer, and that device cords are not damaged. Some authentication devices do not work well with USB hubs. Try connecting your device directly to a USB port on your computer, instead of a hub.

• Record details - Record the exact wording of any error messages you received and note the details of the problem, its frequency, and any actions taken immediately before the problem occurred.
• Check product version - Note the version number of the product you're calling about. The version number can be found in the About box, by clicking the SecureSuite icon in your system tray, and selecting Help/About.
• Windows version - Note the version of Windows that you are using, and whether service packs are installed. You can find your Windows version by right-clicking My Computer, and selecting Properties.
• Phone proximity - Make sure your phone is near your computer when you call so you can easily answer questions about your system and the problem you're having. This also enables you to try solutions proposed by the support technician.
• Phone connection - If you are using a speaker phone, consider switching to a hand set or head set. Many speaker phones can cut off unexpectedly and pick up a lot of external noise, making it difficult to communicate effectively.
• Description - Be clear in describing what the problem is or what you were attempting to do. Your description of the issue will help the technician determine the appropriate troubleshooting steps.
• Troubleshooting - Be prepared to troubleshoot the problem. The technician may ask you to perform some tasks to get a better picture of what's happening or take some steps toward fixing the problem. If you've already performed some of these steps, make sure you tell the technician about those steps and their outcome. It may also be necessary to repeat some steps.
• Teamwork - Be willing to work with the technician. It's important that you and the support staff work together to solve your problem.
• Ask questions - Make sure you ask questions when you don't understand something the technician has asked you to do.