DESD- Tech Support Information

DESD- Tech Support Information

In this article, you will find the hours of support for DESD- Tech Support and how to contact them. While you can submit a ticket at anytime, be aware of the support hours so that you are aware when DESD will be in touch with you over the issue. 
Please try all troubleshooting techniques, ask in Teams, etc before submitting a ticket to DESD.

DESD Support Hours

  1. Monday-Friday: 9:30 a.m. - 9:30 p.m. EST
  2. Saturday and Sunday: 10:00 a.m. – 6:00 p.m. EST
Before opening a ticket, please try the troubleshooting steps (below).

Step 1: Update Windows
  1. In the start menu of the PC, click on settings.
  2. Click on Update & Security
  3. Click Check for Updates
  4. Check both Window updates and Optional Updates and install all. 
  5. For detailed instructions, please visit Windows- Updating Omnipedia Article.

Step 2: Clear Cache & Cookies
  1. Open Chrome
  2. Click on the 3 dots in the upper right corner next to profile image
  3. Click More Tools
  4. Click Clear Browsing Data
  5. Change the time range and select All Time
  6. Check boxes "Cookies and other site data" and "Cached images and files"
  7. Click Clear Data
  8. Close all browsers and reopen
  9. For more detailed instructions, please visit Troubleshooting- Clearing Cache, Cookies, and History for all Time Omnipedia Article

Step 3: Browser Reset
  1. Open Chrome
  2. Click on the 3 dots in the upper right corner next to profile image
  3. Click on Settings
  4. In the Search box, type Reset, and click Enter
  5. Restore settings to their original defaults
  6. Reset Settings
  7. Close Chrome (all tabs)
  8. Re-open Chrome and try to access the tool/application again
  9. For more detailed instructions, please visit Troubleshooting- How and Why to do a Browser Reset Omnipedia Article

Step 4: Restart PC
  1. Close out all programs and browsers
  2. Click the Windows icon in the bottom left of your PC monitor
  3. Click on the power button icon
  4. Click Restart

Step 5: Check Internet Speed
  1. Go to https://speedtest.net/
  2. Click Go
  3. The process will complete two intervals (Download & Upload)
  4. If the download and upload are slow, unplug the Wifi router and wait 5 min and then plug it back up
  5. Once it has rebooted, go to https://speedtest.net/ and retest the speed
Step 6: VPNs
  1. If your project requires a VPN (Handy, Dizzion, GlobalProtect, SRW), make sure you are connected. 
  2. Once connected, retry accessing the program/site.

Step 7: Third Party Antivirus
  1. Uninstall or disable all third party antivirus programs/apps.
  2. All third party antivirus programs/apps should be uninstalled (removed) unless you know how to completely disable them. 
  3. Examples of third party antivirus programs/apps:
    1. Malewarebytes
    2. Avest
    3. McAfee
    4. Bitfinder
    5. Norton

Step 8: Ask in Teams
  1. Sometimes the programs/sites have issues that cause problems when trying to access them. Post in Teams to see if anyone else is having the same issue. 
  2. Also search Teams for the issue to see if someone posted a resolution prior. 
  3. Ask your GPS/SME/LXG if you need to submit a ticket.

Step 9: Google Search
Go to Google and search for the error you are receiving and the program you are using
Examples:
  1. Salesforce Error 404
  2. Windows 10 not updating

Submitting a Ticket

Step 1: Go to Omnipedia
Step 2: Use Gig-O-Bot
Step 3: Select Topic of Issue
Step 4: Follow Prompts

Important Notes

  1. Ensure you are connected to the internet via an ethernet cable and WIFI is turned off on your PC.
  2. Ensure you are connected to a VPN if your project requires one.
  3. Update Windows every day before and after your shift.
  4. Keep updating Windows until there are no more updates.
  5. Update Other Updates.
  6. Properly shutting down your PC will help with errors.



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