Support Assistant


Operating System

Browser

Cookies Enabled?

Screen Size

Copy/Paste the following information in to your support ticket for easy access:


How to check the version of your email client

If we have asked for your email client and version, please follow the steps below to check the version you are using.

Email Application

Outlook: Refer to : What version of Outlook do I have? - Outlook support page

Apple Mail: Open the Mail app > Select "Mail" on the Menu bar next to Apple > Click "about Mail"

Outlook: Refer to : What version of Outlook do I have? - Outlook support page

Apple Mail: Open the Mail app > Select "Mail" on the Menu bar next to Apple > Click "about Mail"

Webmail

If you are using a webmail such as Gmail or Yahoo! mail on a web browser, please let us konw the webmail and browser you are using.
Check browser and version

iPhone

If you are using the default Mail application, please let us know your iOS version.
For how to check your iOS version, refer to : Find the software version on your iPhone, iPad or iPod
Otherwise, you can follow below to check the version of the application.

  1. Go to Settings > General
  2. Select "iPhone Storage"
  3. Select the application and the version can be found under the application name
Check versions of iphone app

Android

You can follow below to check the version of the application.

  1. Go to device settings
  2. Select “Apps” or “Application manager”
  3. Select the application and and the version can be found on the bottom
Check versions of iphone app

How to take a screenshot

If we have requested you to take a screenshot of an issue you are experiencing, please follow the steps carefully to capture a screenshot and attach it to your support ticket.

  1. Navigate to the screen you wish to take a screenshot of.
  2. Press the ÿ + PrntScn key on your keyboard.
    If you are using a tablet, press the ÿ + Volume Down buttons.
    On some laptops and other devices, you may need to press the ÿ + Ctrl + PrntScn buttons or ÿ + Fn + PrntScn buttons instead.
    Check your laptop or PC manual for more information.
  3. The screen will dim for a moment, and you will see the screenshot appear as a file in a folder entitled "Screenshots" inside your default "Pictures" folder. The screenshot is automatically labeled with a number.
  4. In the ticket you are creating or responding to, simply upload the screenshot as an attachment or drag-and-drop the file to the ticket.
  1. Navigate to the screen you wish to take a screenshot of.
  2. Press the Shift + Command + 4 key on your keyboard.
  3. The pointer will change to a crosshair.
  4. Move the pointer to where you want to start the screenshot, then drag to select an area. When you've selected the area you want, release your mouse or trackpad button. (To cancel, press the Esc key before you release the button.)
  5. You will find the screenshot as a file on your desktop with the date and time taken.
  6. In the ticket you are creating or responding to, simply upload the screenshot as an attachment or drag-and-drop the file to the ticket.

How to check the headers/raw source of an email

What are the headers/raw source of an email?

Headers/raw source are one of the vital components in an email which include such details as sender, recipient, subject, sending time stamp, receiving time stamps.
Having this information available helps us in troubleshooting issues, as it allows us to view in-depth details of messages, such as a message's security, and the journey from start to finish.

How to check the headers/raw source of an email.

Outlook: Select an email > Right click on your mouse > Select "View Source"

Gmail: Select an email > Click the menu "⋮" or "▼" button > Select "Show original"

Yahoo! Mail: Select an email > Click the menu "..." button > Select "View raw message"


How to hard refresh your browser

If we have asked requested that you hard refresh your browser, the below outlines how you can do this. In most browsers, hard refreshing can be as simple as holding down the Shift key on your keyboard and clicking on the reload icon on your browser’s toolbar.

In Google Chrome, a hard refresh is done by pressing Ctrl + F5 on your keyboard (If that doesn’t work, try Shift + F5 or Ctrl + Shift + R).
In Google Chrome, a hard refresh is done by pressing Shift + Command + R on your keyboard.
In Microsoft Internet Explorer, a hard refresh is done by pressing Ctrl + F5 on your keyboard (If that doesn’t work, try Shift + F5 or Ctrl + Shift + R).
In Microsoft's Edge browser, a hard refresh is done by pressing Ctrl + F5 on your keyboard (If that doesn’t work, try Shift + F5 or Ctrl + Shift + R).
In Mozilla's Firefox browser, a hard refresh is done by pressing Ctrl + F5 on your keyboard (If that doesn’t work, try Shift + F5 or Ctrl + Shift + R).
In Mozilla's Firefox browser, a hard refresh is done by pressing Shift + Command + R on your keyboard.
In Apple's Safari browser, a hard refresh is done by pressing Command + Option + E on your keyboard to empty the cache, then hold down Shift and click 'reload' in the toolbar.

Clearing your cache

Sometimes it is nessecary to clear your browsers cache in order to resolve temporary issues. Your browsers cache reserves certain files downloaded from websites for up to 48 hours, this may cause issues for some sites including Taguchi where some files may be updated, but your browser may ignore the new file and instead pull the cached file.

In Google Chrome, clearing the cache is done via the Clear browsing data area in Settings. Follow the instructions below to clear Chrome's cache.
  1. Click the Menu button (the icon with three stacked dots) followed by 'More tools' and then click 'Clear browsing data'.
  2. Check the 'Cached files and images' and 'Hosted app data' options.
  3. Choose 'beginning of time' from the Clear the following items from option at the top of the Clear browsing data window to make sure you get everything.
  4. Click the 'Clear Browsing Data' button to clear your cache.
See More: Head to Google's support page for further detailed instructions.
In Microsoft Internet Explorer, the browser that comes pre-installed on most Windows computers, clearing the cache is done from the Delete Browsing History area. Follow the instructions below to clear IE's cache.
  1. On the very right-hand side of the browser, click on the gear icon, also called the Tools icon, followed by Safety, and finally Delete browsing history.
  2. The Ctrl + Shift + Del keyboard shortcut works too. Just hold down both the Ctrl and Shift keys and then press the Del key.
  3. Note: If you have the Menu bar enabled, you can instead click Tools and then Delete browsing history...
  4. In the Delete Browsing History window that appears, uncheck all options except the one labeled Temporary Internet files and website files.
  5. Click the Delete button at the bottom of the window.
  6. The Delete Browsing History window will disappear and you might notice your mouse icon go busy for a few moments.
  7. As soon as your cursor returns to normal, or you notice the "finished deleting" message at the bottom of the screen, consider your temporary internet files deleted.
See More: Head to Microsoft's support page for further detailed instructions.
In Microsoft's Edge browser, included in their newer versions of Windows, clearing the cache is done via the Clear browsing data menu. Follow the instructions below to clear Edge's cache.
  1. Click the Menu button, choose More tools and then Clear browsing data.
  2. The Ctrl + Shift + Del keyboard shortcut works too. Just hold down both the Ctrl and Shift keys and then press the Del key.
  3. Check Cached data and files and then tap or click Clear.
  4. Another option is via the More button (that little icon with three horizontal dots), followed by Settings and then the Choose what to clear button under the Clear browsing data heading.
  5. Tip: Tap or click Show more while in the Clear browsing data menu for additional items you can erase while clearing cached files and images.
See More: Head to Microsoft's support page for further detailed instructions.
In Mozilla's Firefox browser, you clear the cache from the Clear All History area in the browser's options. Follow the instructions below to clear Firefox's cache.
  1. Navigate to the 'Clear All History' area in the browser's options, once there, check 'Cache' and then click 'Clear Now'.
  2. It's also available from Firefox's Menu button (the three-lined "hamburger" button) via Options, then Privacy, and finally the clear your recent history link.
  3. Tip: Don't forget to choose Everything from the Time range to clear set of options, assuming that's the time frame you want to clear the cache over.
See More: Head to Mozilla's support page for further detailed instructions.
In Apple's Safari browser, clearing the cache is done via the Develop menu. Follow the instructions below to clear Safari's cache.
  1. Click the 'Develop' menu, and then select 'Empty Caches'.
  2. With a keyboard, clearing the cache in Safari is super easy with the Option + Command + E shortcut.
  3. Tip: If you don't see Develop on your Safari menu bar, enable it via Preferences, then Advanced, followed by selecting the Show Develop menu in menu bar option.
See More: Head to Apple's support page for further detailed instructions.