In Today’s world, it doesn’t matter if you are working remotely or on site, one common thread we all rely on is technology to do our job! Unfortunately, there are times IT just doesn’t want to cooperate with us. In such cases, we want to ensure we’re doing everything we can to get back online quickly to assist our callers, clients, and/or coworkers. Below are a few identified issues in which employees contact IT or their Supervisor for IT assistance. The next time you are experiencing one of these types of problems, give these steps a try!
These steps are intended for those utilizing Pearl-provided equipment; however they may also be used for troubleshooting any client-provided equipment. If you are still experiencing issues, please ensure you work with your Supervisor to contact your client’s IT support, instead of EasyIT.
Mouse/keyboard
1. Restart laptop
2. Verify USB dongle for the mouse/keyboard combo is properly inserted by removing and reinserting into your laptop.
3. Verify batteries are installed correctly and try changing to a fresh set.
4. Swap USB dongle for your mouse/keyboard combo and that of your USB headset to verify working USB port.
5. Restart laptop – test again
i. Does headset work in the USB port the keyboard/mouse combo previously plugged into?
ii. Does keyboard work?
iii. Does mouse work?
6. If the headset now no longer works but keyboard mouse does – Your laptop will need to be replaced and repaired, reach out to your supervisor for assistance in opening a ticket with EasyIT.
7. If the mouse and keyboard are still not working, then your mouse/keyboard combo may need to be replaced, reach out to your supervisor for assistance in opening a ticket with EasyIT.
Laptop Power
1. If plugged directly into the wall, verify it is plugged in fully and if necessary that your switch is on.
2. If plugged into a surge protector verify it is plugged in fully and switch (if any is on).
3. Check brick for physical damage. Exposed wires, broken connector, connector wiggles excessively when plugged into the laptop.
4. Try on different outlet.
5. If device is still not receiving power, reach out to your supervisor for assistance in opening a ticket with EasyIT.
Headset
1. Make a few test calls. Teams, Zoom and your softphone application.
2. If all audio applications are having issues, run a firmware update on your headset with Poly Lens. If the situation does not improve, reach out to your supervisor for assistance in opening a ticket with EasyIT.
3. If Teams and Zoom calls are always good, but your softphone application is not, please contact the provider of that softphone application (typically client IT support) to open a ticket with them.
4. Verify USB headset is properly inserted by removing and reinserting into your laptop.
5. Swap USB dongle for your mouse/keyboard combo and that of your USB headset to verify working USB port.
6. If the headset now works but keyboard/mouse does not – Your laptop will need to be replaced and repaired, reach out to your supervisor for assistance in opening a ticket with EasyIT.
Monitor
1. Reseat all cables on your monitor and reseat the HDMI cable on the laptop or dock
2. If monitor is still not displaying video or output is not correct, reach out to your supervisor for assistance in opening a ticket with EasyIT.
Internet Connectivity
1. Check connection of ethernet cable by unplugging and reinserting.
2. Reboot workstation.
3. Perform a “hard reboot” on your router/modem by unplugging it from power for 10 seconds before plugging it back in. (You may want to notify your supervisor prior to doing this step).
4. If other internet devices in your home are working but your laptop is not, reach out to your supervisor for assistance in opening a ticket with EasyIT.