USING UDAS
UDAS is a method of determining the source of an issue by performing relevant tests in four key areas. Click on the numbers below to learn how to use it properly.
user
data
application
We want to test here whether the problem is occurring for a specific Quicken user, role, or for all users.
system
Here we want to check if the problem lies in the Quicken file itself.
If all the previous options check-out, we want to make sure the problem is not with the computer, network, VPN or anything in the device we are working on. If there is no identifiable User, Data, or Application root cause? This points to their computer system.
We want to determine if the problem is with the version or installation of the Quicken program.
Once you find out the error cause, here are some possible steps to work with. Always review the proper KB or open alert if applies.
Back
Verify...
Does this issue happen for all Quicken users, or only some? Is the customer doing the right steps? Is the customer understanding how Quicken works? Is the issue caused by something the user is doing? Review register and file settings, sorting/filtering, account setup, login credentials, data entry, file location.
Verify...
Does the issue only occur in the original file? Does the issue occur in a backup file? Are you able to replicate the issue? Does it occur in a newly created file? (Test files approved by a supervisor or tr2) Is the file located on a local or external drive or a cloud storage service?
Verify...
Are there related alerts or known issues? Is the customer using a currently-supported version of Quicken? Is the user on the latest release patch of the software? Does this happen on another computer, with the same Quicken user? Have we tried reinstalling Quicken? Can you recreate the issue in your own Quicken?
Verify...
Does a Windows error display? Is there any Antivirus/firewall/VPN available ? Is the customer working with a business network? Does the issue happens in Safe Mode with Networking? In the case of network or file access errors, are you able to move file to another location? Are you able to rename, copy or cut the file? Does this happen with a local copy of the file? If the file is already local, does it happen with a copy in another folder? Have we restarted the computer? Are Windows updates up-to-date?
UDAS
Katherine Pocon
Created on February 20, 2024
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Transcript
USING UDAS
UDAS is a method of determining the source of an issue by performing relevant tests in four key areas. Click on the numbers below to learn how to use it properly.
user
data
application
We want to test here whether the problem is occurring for a specific Quicken user, role, or for all users.
system
Here we want to check if the problem lies in the Quicken file itself.
If all the previous options check-out, we want to make sure the problem is not with the computer, network, VPN or anything in the device we are working on. If there is no identifiable User, Data, or Application root cause? This points to their computer system.
We want to determine if the problem is with the version or installation of the Quicken program.
Once you find out the error cause, here are some possible steps to work with. Always review the proper KB or open alert if applies.
Back
Verify...
Does this issue happen for all Quicken users, or only some? Is the customer doing the right steps? Is the customer understanding how Quicken works? Is the issue caused by something the user is doing? Review register and file settings, sorting/filtering, account setup, login credentials, data entry, file location.
Verify...
Does the issue only occur in the original file? Does the issue occur in a backup file? Are you able to replicate the issue? Does it occur in a newly created file? (Test files approved by a supervisor or tr2) Is the file located on a local or external drive or a cloud storage service?
Verify...
Are there related alerts or known issues? Is the customer using a currently-supported version of Quicken? Is the user on the latest release patch of the software? Does this happen on another computer, with the same Quicken user? Have we tried reinstalling Quicken? Can you recreate the issue in your own Quicken?
Verify...
Does a Windows error display? Is there any Antivirus/firewall/VPN available ? Is the customer working with a business network? Does the issue happens in Safe Mode with Networking? In the case of network or file access errors, are you able to move file to another location? Are you able to rename, copy or cut the file? Does this happen with a local copy of the file? If the file is already local, does it happen with a copy in another folder? Have we restarted the computer? Are Windows updates up-to-date?