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

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

Step 2: Clear Cache & Cookies

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

Step 3: Browser Reset

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

Step 4: Restart PC

Close out all programs and browsers
Click the Windows icon in the bottom left of your PC monitor
Click on the power button icon
Click Restart

Step 5: Check Internet Speed

Click Go
The process will complete two intervals (Download & Upload)
If the download and upload are slow, unplug the Wifi router and wait 5 min and then plug it back up
Once it has rebooted, go to https://speedtest.net/ and retest the speed

Step 6: VPNs

If your project requires a VPN (Handy, Dizzion, GlobalProtect, SRW), make sure you are connected. 
Once connected, retry accessing the program/site.
For more detailed instructions, please visit https://omniinteractions.zohodesk.com/portal/en/kb/it-support-desk/omni-tool/vpns Omnipedia Articles

Step 7: Third Party Antivirus

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

Step 8: Ask in Teams

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. 
Also search Teams for the issue to see if someone posted a resolution prior. 
Ask your GPS/SME/LXG if you need to submit a ticket.

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

For more detailed instructions, please visit Gig-O-Bot- How to Use 

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.

Articles & Links of Interest

  1. DESD- Tech Support


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