Issue config in Digital End-user Experience Self-service

  • Release version: Xanadu
  • Updated April 15, 2025
  • 3 minutes to read
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    Summary of Issue Config in Digital End-user Experience Self-service

    The Digital End-user Experience Self-service offers various issue configurations to enhance user experience. These configurations are disabled by default and address common device and application-related issues, providing users with self-help instructions and remedial actions to resolve problems efficiently.

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    Key Features

    • Device Performance: Addresses issues like low disk space and device restart prompts with self-help instructions or automated fixes.
    • Application Stability: Focuses on resolving crashes of applications like MS Teams, Outlook, and Zoom with guidance or reinstallation options.
    • Network Stability: Provides notifications for poor WiFi signals and VPN connectivity issues, suggesting actions to improve connection.
    • Battery Health: Allows users to request battery replacements when poor battery performance is detected.

    Key Outcomes

    By utilizing the Digital End-user Experience Self-service configurations, users can expect:

    • Improved device performance through proactive issue resolution.
    • Stable application functioning with clear instructions for troubleshooting.
    • Enhanced network connectivity by addressing signal strength and VPN issues.
    • Efficient handling of hardware concerns like battery replacements.

    The Digital End-user Experience Self-service provides the following issue configurations in the base system. By default, all these issue configurations are disabled.

    Issue Configuration Category Sub-category Enabled in EC self-service Enabled in DEX now assist topic Device OS Evaluation metrics Issue description Resolution
    Computer restart pending Device performance Computer last restart FALSE FALSE Both Device up time Your computer has not been restarted for a while which can lead to degraded system performance. Provides a self-help instruction notifying the user to reboot their device.
    Low disk space Device performance Disk space FALSE FALSE Windows Disk usage Your device is running low on disk space, which can affect its performance. Click the fix to clear temporary and cache files without causing any impact to your work. Provides a remedial action button, it resolves the issue by freeing up disk space through Windows Disk Cleanup.
    Low disk space Device performance Disk space FALSE FALSE Mac Disk usage Your device is running low on disk space, which can affect its performance. Provides the user with self-help instructions to free up disk space.
    MS Teams application crash Application(s) performance MS Teams application stability FALSE FALSE Windows Application crashes MS Teams application has crashed multiple times on your device. Here are the instructions to resolve this issue. Provides a Self-help instructions to resolve recurring crash of Microsoft Teams; detected due to outdated/ incompatible application version, high CPU consumption, etc.
    MS Teams application crash Application(s) performance MS Teams application stability FALSE FALSE Mac Application crashes MS Teams application has crashed multiple times on your device. Click the fix to reinstall MS Teams application. Provides a remedial action button to re-install Microsoft Teams to resolve recurring application crash.
    Outlook application crash Application(s) performance Outlook application stability FALSE FALSE Windows Application crashes Outlook application has crashed multiple times on your device. Here are the instructions to resolve this issue. Provides Self-help instructions to resolve recurring crash of Microsoft Outlook.
    Outlook application crash Application(s) performance Outlook application stability FALSE FALSE Mac Application crashes Outlook application has crashed multiple times on your device. Click the fix to reinstall Outlook application. Provides a remedial action button to Re-install Microsoft Outlook to resolve recurring application crash.
    Poor device battery health Device performance Battery health FALSE FALSE Both Battery health Poor battery performance due to a deteriorated battery. Click on 'Replace battery' to raise a battery replacement request. Provides an option to raise a request battery replacement catalog request.
    Poor WiFi signal Network stability Wifi signal strength FALSE FALSE Mac Wifi RSSI Poor Wifi signal strength can cause poor browsing experience or lags in online meetings. Provides a self-help instruction by notifying the user to move closer to the router or switch to wired connection for better signal strength.
    Poor WiFi signal Network stability Wifi signal strength FALSE FALSE Windows Wifi signal strength Poor Wifi signal strength can cause poor browsing experience or lags in online meetings. Provides Notify the user to move closer to the router or switch to wired connection for better signal strength.
    VPN disconnected Network stability VPN connectivity FALSE FALSE Both Device VPN status Stay connected to Zscaler to ensure secure access to organisation resources and maintain security compliance. notify the user to move closer to the router or switch to wired connection for better signal strength.
    Zoom application crash Application(s) performance Zoom application stability FALSE FALSE Mac Application crashes Zoom application has crashed multiple times on your device. Click the fix to reinstall Zoom application. Provides a remedial action as a resolution to Re-install Zoom which can resolve recurring application crash; detected due to outdated/incompatible application version, high CPU consumption, etc.
    Zoom application crash Application(s) performance Zoom application stability FALSE FALSE Windows Application crashes Zoom application has crashed multiple times on your device. Here are the instructions to resolve this issue. Provides self-help instructions to resolve recurring crash of Zoom; detected due to outdated/ incompatible application version, high CPU consumption, etc.