Intermittent Access Issues for Members in Mainland China: Staff Talking Points

Overview:

Issue: Some members may experience intermittent access issues when logging into our sites and tools from China mainland.
Action: We are actively seeking solutions to enhance support for those affected.

VPN Usage: Recommend utilizing a VPN if legal and permitted to bypass the issue.
Clear Browser Cache: Suggest clearing browser cache and cookies to refresh the connection.
Switch Browsers: Advise trying different web browsers to access our services.
Alternate Wi-Fi: Encourage trying different Wi-Fi networks or ISPs if feasible, or connecting to your cellphone hotspot network.
Bluetooth Websites/Tools: Mention alternative Bluetooth applications for accessing our resources if applicable.

Submission: Encourage users to submit a support request detailing their access experience through [Zendesk link].
Information Needed:
- Time of access attempt
- User's location (home office or corporate office)
- Browser and its version
- Any error message(s) received
- Specific application, website, or tool being accessed
- Screenshot of browser's address bar
- If possible, provide a HAR file
- Describe attempted workarounds and outcomes

Value: Emphasize the importance of user input in identifying patterns and improving login experiences from China mainland.
Feedback: Whether workarounds succeed or fail, urge users to submit a support request.

Appreciation: Thank users for their understanding and cooperation in helping us enhance our services.
Assistance: Reassure users that their cooperation directly contributes to improving their experience.