IT Support

Self-Service Password Reset

Online tool that allows you to change your password or unlock your account without assistance from IT.
https://passwordreset.microsoftonline.com/
Link to update the personal email address and phone number you associated in your self-service password reset account. https://aka.ms/ssprsetup

Support Documents

Configuring Self Service Password Reset
Change Account Password Using Self Service Password Reset
Unlock Account Using Self Service Password Reset

 

COMMON PROBLEMS AND SOLUTIONS

PROBLEM

SOLUTION

BitLocker lockout
  1. Restart the computer several times until the lockout clears
  2. Wait 5 to 30 minutes and restart the computer
  3. Move to another physical location and restart the computer
  4. Contact IT

Network account locked
  1. Unlock your account using the self-service portal at https://passwordreset.microsoftonline.com

Password expired
  1. Reset your password using the self-service portal at https://passwordreset.microsoftonline.com

Missing file or folder
  1. Explore adjacent folders – usually someone accidentally dragged the missing file or folder into another folder
  2. Contact IT

Unable to get email on phone
  1. Restart the phone
  2. If you recently changed your network password, make sure that it matches on your phone
  3. If you recently changed your network password, make sure the Company Portal app password have been updated
  4. Look for a security notification on your phone (this may be a popup or in the notification area) and click “allow”
  5. Make sure you are using Outlook as your primary email app.
  6. Reinstall the Company Portal
  7. Reinstall the Outlook app
  8. Contact IT

Can’t print
  1. Restart the computer
  2. Try printing from another computer
  3. Restart the printer
  4. Contact Graphics for Ricoh printers or IT for HP printers

VPN won’t connect
  1. Confirm that you have a network connection to the Internet
  2. Wait approximately 1 minute after the VPN connects to allow it to stabilize and fully connect
  3. If you are using wireless, confirm that your network connection is strong
  4. Restart the computer
  5. If you are using a public or unfamiliar wireless network such as at a hotel or airport, confirm that VPN is not being blocked
  6. If you are at home, restart your wireless modem or router
  7. If you are receiving an error with your CiscoAnyconnect client you can go to https://vpn.healthadvances.com and download and reinstall the client

Mi-Fi won’t work
  1. Make sure the device has cellular service bars
  2. Restart the wireless device
  3. Remove and reinstall the battery (the back of the device is removable for access to the battery), then retry

Conference room TV/projector won’t show computer
  1. Turn on the computer
  2. Use the remote to make sure that the correct input is selected
  3. Restart the computer

No audio in Teams
  1. Open setting in Teams, click devices, and make sure the correct speaker is selected.  In a conference room this will be the television.
  2. Make sure that the volume is up (and not muted) on the TV
  3. Make sure that the volume is up (and not muted) in Windows

Can’t connect to Office 365 services
  1. Check your mobile phone for an allow and deny prompt, click allow

Desk or conference room phone says “No Service” or has poor audio quality
  1. Unplug the phone cable in the back and reconnect it after 5 seconds.
  2. Allow a minute for it to connect to the network and retry when your name and extension appear on the screen.
  3. Contact IT.

Don’t receive any emails on the computer and mobile phone
  1. Restart the computer
  2. Restart the phone
  3. Check emails via  https://outlook.office.com or https://login.mimecast.com
  4. Contact IT