Cert Troubleshooting - Aetna

Owned by Michael Gaudette (Unlicensed)
Last updated: Jul 23, 2021
1 min read

Follow these steps if you encounter technical issues including pages not loading, etc.

  1. Use Chrome first

  2. Try Firefox

  3. Clear cache and cookies (clearing cache should not be done to troubleshoot problems while on the phone with a customer but it may be done to troubleshoot cert issues).

  4. Verify sufficient internet speeds.

  5. Limit extra internet and app usage as much as possible - Do not stream music or videos.

  6. If all of the above fails, chat cXp IT.  Notify them you have completed these steps by pasting them into the chat.

  7. If cXp IT cannot help, notify the Workshop Lead.

 

For any other issues, including problems/delays with the carrier

  • Notify the Workshop Lead who will determine if it a Carrier Ticket should be submitted.

It is important for agents to save all communications to IT, Workshop Leads, and TL’s to prove sufficient action has been taken to overcome issues so that Corrective Actions are not issued if not warranted.