IT Helpdesk common issue

8/13/2019 IT Helpdesk common issue

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INDEX

1) Account Information.

New Employee Request.

Modification of Employee Request. Modification of details in the GAL.

eletion of Employee.

!older Access Request.

Re"Ena#le Employee Account for Mana$er%s access.

E&tend Employee Account.

') Email Issues.

Not a#le to open email.

(e# Mail.

utloo*.

+ow to archie,e emails.

+ow to retrie,e archi,ed emails.

Not a#le to send-recei,e emails.

Not a#le to open attachments.

/AM emails.

0) Na,ision Issues.

Not a#le to lo$in to Na,ision.

Not a#le to print from Na,ision.

Na,ision runnin$ slow.

Not a#le to access the Na,ision ata#ase Grey creen)

2) /rinter Issues.

Not a#le to print.

Need to confi$ure the printer. /rinter printin$ li$htly or #lurry.

3na#le to scan.

4) ystem Issues.

ecurity lo$ is full.

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ystem runnin$ slow durin$ the 5oot up.

ystem runnin$ slow after the #oot up process.

Not a#le to turn the system on.

Application is not respondin$.

Need to install an application.

Need to map networ* dri,es.

Not a#le to lo$ on to the system.

Account is loc*ed.

Need to reset the password.

Monitor is #lan*-no display.

5ac*up of a particular dri,e.

Memory error insufficient ,irtual memory)

6) Internet Issues.

Not a#le to connect to internet in the office.

Not a#le to connect from +otel.

7) 8/N Issues.

+ow to setup a 8/N connection.

3na#le to connect to 8/N.

9onnectin$ from home computer to office computer.

:) ther Issues. MAI9 Access-Issue.

8irus

8 is not playin$.

tic*y *ey issue.

ownloadin$ is done with few files and una#le to download few files.

hare point issue.

(inmail.dat

+ardware needs to #e pic*ed up.

Issues related with the phone system.

Installation of can Gear ,ersion '.1 !;/ access.

/urchasin$ of the +ardware-software.

3ser profile issue.

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TRAINING ON COMMON ISSUES

1) Account Information.

Note: We on! nee" to #en" t$e form to t$e u#er% after recei&in' t$e re(!

Min"a i create t$e WO an" i a##i'n it to t$e concern (er#on.

;here are different forms for India users and 3 users.

New Employee Request New Employee Account Request !orm)

Modification of Employee Request Modification Account Employee

Request.)

Modification of details in the GAL. Modification Account Employee

Request.)

eletion of Employee. elete-isa#le Employee Account Request.)

!older access request. Networ* folder access Request form.)

Re"Ena#le Employee Account for Mana$er%s access Re"ena#le E&"

employee Account Request)

E&tend Employee Account Modification Networ* Account Request

!orm)

*) Outoo+ I##ue#

Not a#le to open emails.

As* if the user is usin$ the (E5MAIL or utloo*.

If the user is usin$ the (E5MAIL then the followin$ scenarios can #e ta*en

into consideration.

a) As* if he is $ettin$ any error messa$e.#) As* the user if they are a#le to access the internet.c) 9hec* if the user is typin$ the correct 3RL https


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f) ;a*e the user%s I and password and chec* if you are a#le to

open it from our end.

$) If you are a#le to access from your end then it is an issue with the#rowser> try from any other #rowser if a,aila#le.

h) If still he is not a#le to open then try to reinstall the #rowser.

i) If still it is not resol,ed then you can assi$n the ( to ?on$.

If the user is usin$ the re$ular utloo* then the followin$ steps can $et theissue resol,ed.

a) 9lose utloo* and Re"start the systemMost of the issues are

resol,ed #y restartin$ the system)#) 3nchec* the option of @(or* ffline under the !ile Menu.

c) ee if he is connected to the E&chan$e er,er.

d) 9hec* if the networ* connection is a,aila#le or not.

e) If any error then use @Goo$le to research more on the issue andfi& the issue.

f) If still the issue cannot #e fi&ed then assi$n the ( to ?on$.

+ow to archi,e emails.

Archi,in$ email is the process of transferrin$ your outloo* data from your normal

utloo* folder> which is stored on the BE&chan$e ser,er>B to your Barchi,eB folder> which

stored locallyCon your computerDs hard dri,e.

Note< (e cannot archi,e email in utloo* (e# Access.

Always remem#er that the Archi,in$ of the emails should #e done under the +

ri,e of the er,er under My ocuments !older.

If the user is insistin$ or if the user is requestin$ that he wants to ha,e the /;

stored on his personal dri,e then only we can archi,e it on the local dri,e under the default path of the utloo*.

;he Ma&imum siFe of the In#o& file should not e&ceed 1 M5.

3ser will recei,e emails #ut will not #e a#le to send any of the emails if the siFe

of his In#o& e&ceeds the Ma&imum allocated siFe of 4 M5.

Ma&imum siFe of an attachment should not e&ceed ' M5.

If the user requests for an increase in the Mail#o& limit then we need to $uide theuser in archi,in$ the email> elete the unwanted emails from the sent items folder

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and also from the elete Items !older. Ne,er promise the user that we can

increase the siFe of the Mail#o& Limit. It is not possi#le)

?ou can manually archi,e your email in utloo*. Manually archi,in$ your email allowsyou to select when you want to archi,e a particular folder or mail#o&).

1. In utloo*> clic* the ,iemenu.

'. elect the dou#le arrows at the #ottom to e&pand the menu> if necessary.)

0. elect Arc$i&e....

2. 9lic* once on the folder that you want to archi,e. If you wish to archi,ee,erythin$> select the icon towards the top that has your name ne&t to it.

4. In the BArc$i&e Item# O"er T$anB drop"down list> select a date for when you

want the archi,e to #e$in. If this is your first time manually archi,in$ yourE&chan$e mail#o&> do the followin$. therwise> $o to the ne&t num#ered step.

a. 9lic* the -ro#e#utton.

#. 9lic* the M! Document#icon in the menu on the left.

c. ?ou may sa,e the Barc$i&e.(#tB file either here or in a su#folder ofyour choosin$ in your My ocuments folder.

Attached are the screen shots for the sameH

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+ow to retrie,e the archi,ed emails.

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Not a#le to send and recei,e emails.

a) 9lose utloo* and restart the system and then try to send-recei,e an

email Most of the cases restartin$ of the system resol,es the issue)

#) 3nchec* the option of @(or* ffline if it chec*ed under the !ileMenu of M utloo*.

c) As* the user to send a test mail from the user%s email address to his

own email address.sendin$ an email to self)

d) ;ry to send a test email from your email account and chec* if the useris a#le to recei,e it or not.

e) As* the user if he is $ettin$ any error messa$e.

f) 5ased on the error messa$e search @Goo$le to $et the solution and fi&the issue.

$) till not a#le to send then assi$n the ( to ?on$.

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Not a#le to open attachments.

a) ;he only possi#le cause of this could #e if the system does not find the

ri$ht-correct software to open the attachment.#) ;ry to download the attachment on the users des*top to find the

e&tension of the attachment.

c) ;ry to find the file e&tension of the software and chec* if the user hasthat particular software.

d) As* the user to forward the attachment to us for further research.

e) ;ry to install the software if the required software for openin$ theattachment is not present.

/AM emails issue.

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) Na&i#ion I##ue#.

Not a#le to lo$in to Na,ision.

Gettin$ the error messa$e @Already ha,e an instance runnin$@

Need to ,erify from the user if he is usin$ the New 9itri& !arm or the ld

9itri& farm.

5ased on the information $i,en #y the user need to *ill the session for theuser. Ad,isa#le to open #oth the farms and chec* manually if the user is

not a#le to confirm)

;he followin$ is the procedure to lo$in to the New ld 9itri& farms.

New citri& farm. < http


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Not a#le to print from Na,ision.

a) As* the user if he is $ettin$ any error messa$e.#) 9hec* for the printer that is confi$ured for the user.

c) 9hec* if the user is a#le to print from other applications. (ord> e&cel

etc.>)d) 9onfi$ure the other printer and see if the user is a#le to print to that

printer.

e) As* the user if he is the only one ha,in$ the issue or the entire dept.f) ;ry to *ill the session of the user which is currently runnin$ and then

try to print.

$) If still the user is not a#le to print then it could #e an issue with the

printer.

Na,ision Runnin$ low.

a) As* the user since when he is facin$ the issue.#) ;ry to delete all the coo*ies> temporary internet files.

c) If still it is slow then it could #e an issue with the ser,er.report to

8lad)

Not a#le to access the Na,ision ata#ase.

a) 3ser is a#le to lo$in to Na,ision #ut sees a $rey screen.

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!ollow the #elow steps to a$ain connect to the Na,ision data#ase.

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(hen you press on the a#o,e screen> user will still ha,e the GRE?

screen. /ress !1' to $et the followin$ screen.

+it and the user will #e connected to the Na,ision.

;ry lo$$in$ off and then connect a$ain to chec* if e,erythin$ is up andrunnin$ fine.

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/) 0rinter I##ue#.

Not a#le to print.

a) As* the user if he is $ettin$ any error messa$e.

#) 9hec* the physical connection of the printer. power ca#le>

papers and cartrid$e)c) 9hec* if the printer is confi$ured properly.

d) If it is confi$ured chec* whether the ri$ht printer has #een

confi$ured or the wron$ one.e) ;ry to pin$ the printer.

f) Remo,e the printer and add it a$ain and then try to print a test

pa$e.$) Add a different printer to the user and try to print to that printer.

h) ;hen confirm from the user if he is the only one ha,in$ this or

the entire department.

i) If still the user is not a#le to print then assi$n it to the +awthorne

+.

Need to confi$ure the printer.SCREEN S2OTS)

a) As* the user to which dept he #elon$s to.

#) 5ased on the information $i,en $uide the user to set up the

printer. r do remote if the user is in +awthorne).c) tart "J settin$s "J printers !a&es"J Add printer"J follow the

wiFard to setup the networ* printer for the user.

d) ;est the printer #y $i,in$ a test pa$e.

/rinter printin$ li$htly and #lurry.a) As* the user if he is the only one ha,in$ this issue or the entire

dept.#) As* the user if he has any idea when the cartrid$e was chan$ed

the last time.

c) As* the user if he can chec* the cartrid$e of the printer.d) till if it is printin$ li$htly-#lurry then assi$n the ( to

Marlon-?on$.

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3) S!#tem I##ue#.

ecurity Lo$ is full.

!ollow the #elow steps when the user $ets the followin$ error

while lo$$in$ on to the system.

System Error: The security log is full. Only administrators canlog on to fix the problem.

The user is not going to able to clear this log under her/his credentials.

You must log in as a local administrator to clear this log.

User name: AdministratorPassword:Log on to: (!O" name # computer name$I.e. Metrology2329 this

com!uter

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"nce you log in the system# single le$t clic% on %y &omputericon

single right clic% $rom the dro! do&n menu select %anage

'rom the (om!uter Management &indo&double le$t clic% on 'ent

)iewersingle le$t clic% on "ecurity

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Single right clic% on "ecurity$rom the dro! do&n menu single le$tclic% on &lear all 'ents

There is not a need to sa)e the logsingle le$t clic% on the *obutton

The security log should loo% li%e this

'or more in$ormation about these issues# clic% on the $ollo&ing lin%s

htt!://su!!ort.microso$t.com/%b/*+,*+-/enushtt!://su!!ort.microso$t.com/%b/2320+1/

ystem runnin$ slow durin$ the 5oot up process.

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http://support.microsoft.com/kb/867860/en-ushttp://support.microsoft.com/kb/q232564/http://support.microsoft.com/kb/867860/en-ushttp://support.microsoft.com/kb/q232564/


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a) Go to M 9onfi$ and unchec* the option of @Load tartup

Items.#) Need to restart the system after the chan$es are done to the M

9onfi$ 3tility.

ystem runnin$ slow after the 5oot up process is done.

c) As* the user since when he is facin$ the issue.

d) 8erify from the user whether any software-hardware was

installed on the system.

e) As* the user when the system #ecomes slow. (hile #ootin$ up>#rowsin$ internet> while printin$ or while openin$ an

application)

f) ;ry to delete all the coo*ies> temporary internet files. pen IE

"J ;ools "J Internet ptions "J ;emporary Internet files "Jelete coo*ies "J elete !iles "J)

$) 9lear the history Items pen IE "J ;ools "J Internet ptions "J9lear +istory).

h) ;ry to perform dis* clean up on all the dri,es that are a,aila#le.

Administrator Lo$in only)i) ;ry to do the scan of the system usin$ the ymantec 8irus can

Administrator Lo$in only)

) o the is* efra$ ;his is ad,isa#le as the last step since it

ta*es lot of time dependin$ on the users dis* space.)*) till the issue is not resol,ed then assi$n the ( to ?on$.

Not a#le to turn the system on.

a) 9hec* the power connections.

#) o the powers drain of the system /ress and hold the power

#utton on the 9/3 for a minute #y disconnectin$ the powerca#les).

c) ;ry to swap the power ca#les of the 9/3 to that of the Monitor.

d) 8erify from the user if any weird sound or #urnin$ smell is

comin$ from the system.e) 8erify from the user if the fan M/ fan) at the #ac* of the

system is turnin$ on.f) till if the system is not turnin$ on then it is a hardware issue>

assi$n the ( to Marlon-?on$.

Application is not respondin$

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a) ;ry to restart the system and then try to open the application.

Most of the times system restart resol,es the issue)

#) As* the user which application he is tryin$ to open.c) 9onfirm if he is $ettin$ any error messa$e.

d) As* the user from where he is tryin$ to open the application. thru

shortcut or from the pro$rams menu)e) 9hec* if there is more than one instance of an application is

runnin$. Ri$ht clic* on the ;as*#ar "J ;as* Mana$er).

f) End the process of the application and then try to open theapplication.

$) !or some of the applications M ffice) you could try doin$

repair or reinstallin$ of the application.

h) till if he is not a#le to open the application then assi$n the ( toMarlon-?on$.

Need to install an application.a) As* the user which application he wants to #e installed on the

system.#) As* ?on$ if that software is a,aila#le in the shared dri,e.

c) If the required application does not need any license then we need

to do remote on to the user%s system and install the applicationfrom the oftware #ac*up located at HHHHlocation)

If the application that is required #y the user needs any

license then we need to as* the user to send an email toLashwan ones for purchasin$ of license for the software.

ne we ha,e $ot the license ?on$ will do the installation. d) 9reate and assi$n the ( to ?on$.

Need to map networ* dri,es.

a) As* the user which dri,es needs to #e mapped.

#) !ollow the #elow steps to map the dri,e.

Ri$ht clic* on the My"9omputer Icon. ;he followin$ screen is

displayed.

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elect the option of Map networ* ri,e. ;he followin$ screen is

displayed.

elect the ri,e Name and under the !older Name> you need to typethe dri,e that the user wants to $et it mapped. E$ /assword and

selectin$ the correct omain.c) 9hec* the account e&piry date.

d) 9hec* for password e&piry.

e) 9hec* the networ* connecti,ity. If the networ* ca#le is plu$$ed

in or not).f) If still he is not a#le to lo$on to the system assi$n the ( to

?on$.

Account is Loc*ed.

Note:

a) Need to ,erify the user%s information li*e the esi$nation-

epartment #efore unloc*in$ the account.#) pen I; es*top and follow the #elow steps.

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3nchec* the option of Account is Loc*ed ut.

Need to reset the /assword.

Note:

a) T$e (a##or" #$ou" 4e minimum of 5 c$aracter#.4) 0a##or" e6(ire# in e&er! 78 "a!#.

c) S$ou" not +ee( an! of t$e a#t 3 (a##or"#.

") Nee" to c$ec+ t$e 4o6 t$at #a!# 9Re#et (a##or" at ne6t

o'on.

e) After t$e (a##or" i# re#et a#+ t$e u#er to c$an'e t$e

(a##or" at t$e ne6t o'on.

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!ollow the #elow steps to reset the password.

I; es*top "J tart "J /ro$rams "J Acti,e irectory 3sers 9omputers "J !ind the user "J Ri$ht clic* on the username and

select Rename /assword. 9hec* the option of 3ser must chan$e

password at ne&t lo$on)>

5elow are the screen shots for chan$in$ the /assword of the user.

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Monitor isplay is #lan*

a) 9hec* the power connection.

#) ;ry to swap the ca#les of the Monitor to that of the 9/3.c) As* the user the li$ht on the monitor is it #lin*in$ or continuous.

d) If still the issue is not resol,ed assi$n the ( to Marlon-?on$.

5) Internet I##ue#

Not a#le to connect to internet from ffice.

a) As* the user what is the error messa$e that is displayed.#) 9hec* if the Networ* ca#le is plu$$ed in properly on to the

system.If it is plu$$ed in properly you will see a $reen li$ht

$lowin$ where the networ* ca#le is plu$$ed in.)

c) ;ry to $et the I/ address of the efault $ateway.tart "J Run "J;ype 9M in the Run 5o& hit * "J ;ype I/ 9onfi$ )

It displays the I/ Address of the system> su#net mas* and the

efault Gateway.d) ;ry to pin$ the default $ateway.

e) If you are $ettin$ reply then try to pin$ the I/ Address of any

e&ternal we#site E$< ?ahoo.com I/ address is 'K.101.06.14: )f) Now try to connect to the internet usin$ the I/ Address Not the

3RL).

$) 9hec* if there is any firewall is #loc*in$.

h) ;ry to lo$on to afe Mode with Networ*in$ /ress !: while at

the #oot up) and then try to connect to internet Most of the timesyou will #e connected in this mode).

i) If you are a#le to connect to internet in the safe mode withnetwor*in$ and not in the normal mode it is an issue with

pyware or Adware.

) If still he is not a#le to connect then assi$n the ( to ?on$.

Not a#le to connect to Internet from the +otel.

a) As* the user if he is usin$ the wired connecti,ity or the

(ireless connecti,ity.

If the user is usin$ the wired connection then

a) As* the user to contact reception and find out if there is anyinternet connecti,ity a,aila#le in the hotel.

#) If the connecti,ity is a,aila#le then the hotel people need to

contact the local I/ for the issue.

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If the user is usin$ the (ireless 9onnection thenH

a) ;he first thin$ that needs to #e done is to ma*e sure that the

wireless #utton is ena#led.

#) If still he is not a#le to connect then the user needs to contact thehotel people since there could #e settin$s on the Router that

needs to #e chec*ed.

!or more trou#leshootin$ on Networ* 9onnecti,ity follow the #elow

lin*s

+ow to trou#leshoot ;9/-I/ connecti,ity with (indows O/ http://support.microsoft.com/kb/314067/

+ow to reset Internet /rotocol ;9/-I/) in (indows O/ http://support.microsoft.com/kb/299357/

Not a#le to open a particular site.

a) ;he first thin$ that needs to ,erified is the 3RL for a secured site

starts with @https


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i) elect @8irtual /ri,ate 9onnection and then select @Ne&t

) Ma*e the connection name @I 8/N and then select @Ne&t

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*) elect @o not dial the initial connection and then select @Ne&t

l) Input the required I/ address in the line pro,ided. ;he I/ address

is '16.11.'14.4

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m) n the connection a,aila#ility pa$e select @My use only

n) /lace a chec*mar* in the #o& @Add a shortcut to the 8/N

connection to the des*top and select @!inish and you will ha,e a

successfully completed the 8/N connection wiFard.

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o) ?our username will #e your domain=username username is your

first initial and your last name) and your password is your networ*password. nce you ha,e si$ned these in> ma*e sure you ha,e a

connection to the Internet> and simply select @9onnect.

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3na#le to connect to 8/N.

a) 9hec* if the user is ha,in$ access to the 8/N or not.

#) If the user is ha,in$ then you can delete the e&istin$ 8/Nconnection and then create a new connection and then chec* it.

c) isa#le the wireless connection.

If the user is not ha,in$ access to the 8/N then we need to send the

user @Modification Account Request !orm.

ne we recei,e the form duly si$ned #y his Reportin$ Man$er theuser will #e $i,en the required access to the 8/N.

=) Ot$er I##ue#

MAI9 Access.

+ardware needs to #e pic*ed up.

Issues related with the /hone system.

Installation of can Gear ,ersion '.1

!;/ Access.

/urchasin$ of +ardware-oftware. 3ser profile issue.

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Date post:	04-Jun-2018
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