1	IMPORTANT: What version of the software are they using? (File>Help) or version of NBSCreate.exe
2	Is everyone in the office on the same version? (can cause issues if working collaboratively)
3	Can the user log in OK (i.e. Does the user get as far as the login window?)
4	Have they verified their email address when setting up the NBS account?
5	Are there any error messages?
6	Is the user listed against the licence?
7	Is anyone else in the same office / network having issues?
8	Are the Date, Time, time zone and regional settings on the PC correct? Check the Daylight Saving Time hasn’t been applied.
9	Run the connection test at Manage > Software Options > Proxy
10	Run the diagnostics at File > Help > Diagnostics - Run Tests
11	Is the firewall configured to permit NBS Create access to the internet (diagnostics (step 10) would fail but the ping would work (step 9))
12	Check that the user’s PC has the pre-requisites installed (.Net 4 Client and Extended, C++ 2010)
13	Can other users logged onto the same pc run NBS Create successfully? (Issue with the Current user registry keys)
14	Are there only certain parts of the program that don't work. E.g. The NBS Plus displays in read only mode but the program doesn't allow anyone (including us) to log in?