Software updates and upgrades are a reality for anyone working with technology today. We all depend on a variety of applications to get our jobs done, and keeping them up to date is essential—not just for security, but also for performance and access to the latest features. However, as many of us have experienced, sometimes an update or upgrade can introduce new issues that didn’t exist before. I recently went through this myself with one of our key tools (yes, I’m looking at you, 3CX!), and I wanted to share some practical steps and lessons learned that might help others facing similar challenges.
Don’t Panic—Start Documenting
When something goes wrong after an update, it’s easy to feel frustrated or even overwhelmed. Instead of letting those feelings take over, the best first step is to start documenting everything that’s happening. Make a note of every issue you encounter, whether it’s an error message, a strange behavior, or something that just doesn’t feel right. The more details you can provide, the easier it will be for your IT, DevOps, or development team to figure out what’s causing the problem.
Use Screenshots and Videos to Show the Problem
Sometimes, words alone aren’t enough to explain a technical issue. That’s where screenshots and short videos come in handy. If you see an error message or a particular screen that’s not working as expected, take a screenshot. If the issue involves a sequence of actions, recording a quick video on your phone can make it much clearer for the people who are trying to help. Visual evidence often speeds up the troubleshooting process because it provides immediate context.
Try the Simple Fixes First
It might sound like a cliché, but turning the application or your device off and on again really does fix a surprising number of problems. Before you assume that the update itself is to blame, it’s worth trying a basic restart. Sometimes, updates require a fresh start to apply changes properly, and a simple reboot can resolve issues that seem more complicated than they really are.
Escalate to IT When Needed
If you’ve tried the basics and the problem persists, it’s time to get your IT team involved. When you reach out, make sure to share all the documentation, screenshots, and videos you’ve collected. Sometimes, the solution might be as simple as a service or system restart on their end, or it could be a bug that only appears in certain environments. Either way, clear communication and collaboration with your IT colleagues are essential for a quick resolution.
Keep the Communication Flowing
Throughout the process, it’s important to keep everyone informed. Let your manager or the person responsible for IT know about the issue as soon as possible, and follow up on the status of any fixes. Keeping your team in the loop ensures that everyone is aware of what’s happening and can adjust their work if necessary.
My Recent 3CX Adventure
To give a concrete example, after a recent update to our 3CX communication tool, we encountered several unexpected issues that disrupted our workflow. Because I had documented everything thoroughly and provided screenshots, our IT team was able to identify the problem much faster than if I had just reported a vague issue. It was a good reminder that while updates are necessary, they’re not always seamless—but with the right approach, you can minimize the disruption and get back to work more quickly.
Conclusion
Updates and upgrades are an unavoidable part of working with technology, and while they can sometimes create headaches, they don’t have to derail your day. By staying calm, documenting issues, using visuals, communicating clearly, and working closely with your IT team, you can turn a frustrating situation into a manageable one.
Text checked & proofread by Perplexity AI, cover image generated using Canva AI.