Grand Central
Where do you go for Step-By-Step troubleshooting instructions in Grand Central?
"THE FIX "
also will accept the first page :)
I am currently in Turkey and I paid for faster data but it's slow. What can you check for this?
Check international data passes to see if it expired
Where can you check tower information for Sprint?
Grand Central Lite
What does DNA Stand For??
Device
Network
Account
A recent change was made and now the user is having issues. What is the first thing they should have done after the change?
Cycle the device!
Where do you go for touch screen troubleshooting tips?
The Fix-Hardware-Screen issues
User calls is complaining their phone doesn't allow any type of use. What are things you should check in Samson?
Make sure it is GSM type with phone price plan, IMEI and SIM match in system, line is active
What is another resource you can use aside from looking at towers, to check for outages?
CST Tools - Outage Information
Where is DNA and the basic DNA information for the line located?
First page of GC after looking up and verifying the line in question.
User can't seem to make calls unless connected to wifi. How do I troubleshoot this?
Attempt call with disabled wifi. Check Samson to ensure IMEI info is correct! Check current tower issues on GC. Ensure device is TMO compatible. Verify no blocks on account.
Where can you find all the device info to help in your c2 help search?
GC- Device (second tab)
Name the first things to check when an end user's wifi calling is not working.
E911 Address needs to be up-to-date on line.
Wifi calling enabled on device
What is OMA for?
Checking if there is any need for provisioning and possible issues
Name something you would look for in the "D" of DNA
Water damage, physical damage, updates needed, recent updates, recent changes
Does the sim work elsewhere? Does another SIM work?
Will accept anything Device related that could cause issues
I can't access data at all! Everything else works.
Check the PP - if it requires a data soc, make sure it is enabled
User device showing in wrong location on GC map. OR error shows you need to cancel location. Where do you go to reset the location?
Account-HLR Profile-Current Location-Cancel Location
What do you check if they are experiencing sloooooow data?
Check plan for usage allotment and to see if it slows at that point - check usage in Samson to see if they went over this allotment
End user is having voicemail problems, where can you go to look into helping with this?
DNA2
Name something you would look for in the "N" of DNA
Tower outage, Location issue, network incompatibility, recent tower maintenance
Will accept anything looking at Network causes
My 5G capable device has no service. What known 5G specific issue can cause this? How do I fix it?
Where can you go to check if a device has 5G coverage at a specific location?
Network- look up location- check the mountains, car, house, building symbols for that specific coverage, Pink is 5G, green.
This also shows if the device is compatible with the available network.
When people call me, it says my number has been disconnected, but my phone still works! Where an samson can you find a possible cause?
Check the memos to see if a phone number change for this line has occurred!
Phone need previsioning, what is an easy way to do this?
Device refresh in icare
Name something you would look for in the "A" of DNA
Is the account/line susp/canc, IMEI or SIM not matching, Data soc code not in Features tab, MI or GSM, rate plan, feature blocks, notes for previous issues
Will accept anything with Account causes
User switched from Apple to Android recently when porting over. All calls are coming in with the right number, but texts still show their old one. Why? BONUS: How do I fix this?
Messaging systems are different with android and apple - they need to be reset for the device being used.
How: see Jeopardy word doc