Emergencies — Call First
These situations are time-sensitive. Don't troubleshoot — call us.
- Disconnect from Wi-Fi or unplug the network cable immediately.
- Call Client Support at (480) 800-3549 right away — do not email, call.
- Do not power off the device unless we tell you to (we may need forensic data).
- Change your password from a different, trusted device only after we confirm.
Still stuck? Call (480) 800-3549
- Disconnect from the network immediately (Wi-Fi off, unplug ethernet).
- Do NOT power off the device.
- Call Client Support immediately — this is treated as a P1 incident.
- Warn nearby coworkers not to open shared files until we give the all-clear.
Still stuck? Call (480) 800-3549
- Notify your manager and call Client Support immediately.
- We will remotely lock and/or wipe the device, revoke its Microsoft 365 sessions, and reset your password.
- File a police report if appropriate — we can provide the device serial number.
Still stuck? Call (480) 800-3549
- Do NOT act on the request. Do NOT reply to the email.
- Call the vendor or coworker on a known phone number (not one in the email) to verify.
- Forward the original email as an attachment to Client Support so we can investigate.
Still stuck? Call (480) 800-3549
Computer & Login
Sign-in issues, slow performance, password resets, MFA.
- Save your work and fully restart the computer (Restart, not Shut Down).
- Close browser tabs and apps you aren't using — Chrome and Teams are usually the worst offenders.
- Check Windows Update or macOS Software Update and install pending updates.
- If it's still slow after a restart, open a ticket — we'll check disk health, memory pressure, and startup apps remotely.
- Confirm the power cable is fully seated at both ends (laptops: try a different outlet).
- Hold the power button for 30 seconds with the charger unplugged, then plug back in and try again.
- For laptops: check that the charging light comes on when plugged in.
- If still nothing, open a ticket — we'll arrange a loaner if needed.
- Confirm Caps Lock is off and you're typing the correct email (work email, not personal).
- Try signing in from a private/incognito browser window at portal.office.com to rule out cached credentials.
- If you see 'account locked' or 'too many attempts', wait 5 minutes and try again.
- Still locked out? Call Client Support — we can verify your identity and reset the account.
- Make sure your phone has internet and the correct time/date (auto-set).
- In the Authenticator app, pull down to refresh the code, then enter it quickly (codes rotate every 30 seconds).
- If you got a new phone, your old MFA won't transfer automatically — open a ticket to re-register.
- Use the 'Use a different verification method' link on the sign-in page if available.
- Go to passwordreset.microsoftonline.com and follow the self-service prompts (requires MFA enrolled).
- If self-service fails or isn't set up, contact Client Support for a verified reset.
- After resetting, sign out and back in on Outlook, Teams, and your phone to update saved credentials.
- Give it 30–60 minutes — large updates can genuinely take that long.
- If truly frozen for 2+ hours, hold the power button to force restart; Windows will usually roll back.
- After two failed update attempts, open a ticket before trying again.
Email & Microsoft 365
Outlook, Teams, OneDrive, shared mailboxes, calendar.
- Close Outlook completely (check the system tray) and reopen.
- Restart the computer if the prompt keeps reappearing.
- Check outlook.office.com in a browser — if email works there, the issue is the local Outlook profile.
- Open a ticket so we can rebuild the profile or refresh stored credentials.
- Check the Junk Email and Other (Focused Inbox) folders.
- Search by the sender's domain in case the message was filed by a rule.
- Ask the sender to confirm the address — typos are the #1 cause.
- If it's a legitimate sender being blocked, send us the sender's email and we'll allow-list them.
- Do NOT click links, open attachments, or reply.
- Use the 'Report' button in Outlook (Report Phishing) to send it to our security team.
- If you already clicked a link or entered a password, see the Emergencies section above.
- Click the gear icon → Devices and confirm the correct mic, speaker, and camera are selected.
- Quit Teams fully (right-click the tray icon → Quit) and reopen.
- Check Windows Privacy settings → Camera/Microphone and ensure Teams is allowed.
- If only one meeting is broken, leave and rejoin. If every meeting is broken, open a ticket.
- Click the OneDrive cloud icon in the system tray to see the error message.
- Pause syncing for 10 minutes, then resume.
- If a specific file is stuck, check its name — illegal characters (\ / : * ? " < > |) will block sync.
- Sign out of OneDrive and back in if pause/resume doesn't help.
- Have your manager email Client Support with the mailbox name and the access level needed.
- Once granted, the mailbox will appear in Outlook within 15–30 minutes (you may need to restart Outlook).
- Check the time zone in Outlook → File → Options → Calendar.
- If invites land in Deleted Items, an inbox rule may be moving them — open a ticket.
- Try accepting the invite from outlook.office.com to bypass the desktop app.
Internet & Wi-Fi
Connectivity, slow speeds, VPN.
- Check whether others in the office are also offline — if yes, it's likely the circuit or firewall.
- If only you're offline, restart your computer and confirm Wi-Fi is on (or your ethernet cable is seated).
- Try a different Wi-Fi network or hotspot to confirm your laptop's adapter works.
- If the whole office is down, call Client Support — we monitor circuits and may already be working on it.
- Move closer to the access point and remove obstructions.
- Forget the network and reconnect with the password.
- Restart the laptop (don't just sleep/wake it).
- Report which area of the office is affected — we may need to tune access points or add coverage.
- Confirm you have working internet on the same device first.
- Quit and reopen the VPN client; if it has 'reset connection' or 'reconnect', try that.
- Restart the computer if the second attempt fails.
- Open a ticket with the exact error message and a screenshot.
- Try the site in a private/incognito window to rule out cached data.
- Test from your phone on cellular — if it works there, the site may be blocked by our content filter.
- If it's a legitimate work site, open a ticket with the URL and we'll review.
Printers & Scanning
Print jobs, drivers, scan-to-email.
- Confirm the printer has power, paper, and no error lights.
- Cancel any stuck print jobs in the queue.
- Restart the printer (power off for 30 seconds, then back on).
- Try printing from a different computer to isolate whether it's the printer or your PC.
- Confirm the printer has internet (try printing a network status page).
- Check that your email address is spelled correctly in the printer's address book.
- Look for the scan in Junk/Spam folders.
- If multiple users are affected, open a ticket — vendor SMTP settings sometimes change.
- Cancel all jobs in the print queue and try a fresh document.
- Reinstall the printer driver from the manufacturer's website (or open a ticket and we'll deploy it).
- Try printing as PDF first, then printing the PDF, to bypass app-specific issues.
Hardware & Peripherals
Monitors, docks, USB devices, batteries.
- Confirm the monitor is powered on and set to the correct input (HDMI/DisplayPort/USB-C).
- Reseat the video cable on both ends.
- Press Windows key + P and pick 'Extend'.
- If still nothing, try a different cable or port — open a ticket if the issue persists.
- Unplug and re-plug the headset, ideally into a different USB port.
- In Windows: Settings → System → Sound, and pick the correct input and output device.
- In Teams/Zoom: open device settings and select the headset explicitly.
- Restart the computer if it still isn't recognized.
- Try a different charger and outlet to rule out cable failure.
- Close background apps — Chrome and Teams are heavy battery drains.
- In Windows: Settings → System → Power → Battery saver.
- Battery health declines over 2–3 years; if it's the original battery, open a ticket for a replacement quote.
- Unplug the dock from power and from the laptop. Wait 30 seconds, plug power first, then laptop.
- Try a different USB-C / Thunderbolt cable — these wear out.
- Connect one device at a time to isolate which port is failing.
Mobile & Remote Work
Phones, tablets, work-from-home setup.
- Force-quit the app and reopen.
- Confirm the phone has internet (browse a website).
- Sign out of the account in Outlook mobile, then sign back in.
- If you recently changed your password, this is almost always the cause.
- Authenticator does NOT transfer with normal phone migration.
- Before switching: from your old phone, open Authenticator → Settings → Cloud backup to back up.
- If you already switched phones, open a ticket — we'll reset MFA after identity verification.
- Confirm your VPN is connected (if your environment uses one).
- Try the resource from outlook.office.com or SharePoint — most file shares have a cloud equivalent.
- If a specific line-of-business app needs office network access and VPN is connected, restart the app.
- Open a ticket with the exact app or path and any error messages.
Phones & VoIP
Desk phones, Teams calling, call quality.
- Switch from Wi-Fi to a wired connection if possible.
- Close bandwidth-heavy apps (YouTube, large downloads, OneDrive sync).
- Use a wired USB headset instead of Bluetooth.
- If the issue affects every call, open a ticket so we can check your network QoS.
- Confirm the ethernet cable to the phone is seated (both phone and wall jack).
- Power-cycle the phone by unplugging it for 30 seconds.
- If multiple phones are down, call Client Support from a cell phone.
- Check Junk/Spam for missed voicemail notifications.
- Confirm the email address on the extension is correct (open a ticket if unsure).
- Test by leaving yourself a voicemail and waiting 5 minutes.
Security Concerns (Non-Emergency)
Blocked devices, MFA prompts, security warnings.
- Yes — our security stack blocks unknown USB devices and risky sites by policy.
- If you need access for legitimate work, open a ticket with the device name or URL and the business reason and we'll review.
- DENY the prompt — never approve a prompt you didn't trigger.
- Change your password from a trusted device.
- Open a ticket immediately — this often means someone has your password and is trying to bypass MFA.
- Don't enter passwords or sensitive info on the page.
- Confirm the URL is spelled correctly (phishing sites often use lookalike domains).
- If it's a known internal site, open a ticket with a screenshot — a certificate may have expired.