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 that it doesn’t want to cooperate with us. In these cases, we want to make sure that we are doing everything we can to get back online quickly to assist our callers, clients, or coworkers. Below are several common issues that people contact IT for that they could fix themselves or with assistance from their supervisor. The next time you are experiencing one of these types of issues give these steps a try!
These steps are intended for those utilizing Pearl provided equipment, however they can typically be used for troubleshooting any client provided equipment as well. However, if you are still experiencing issues make sure to work with your supervisor to contact your clients IT support instead of EasyIT.
Mouse/keyboard
1. Restart computer.
2. Verify USB dongle for the mouse/keyboard combo is properly inserted by removing and reinserting into your computer.
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 computer – 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 computer 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.
Power issues
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 computer.
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.
USB 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 computer.
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 computer 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 computer 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 computer is not, reach out to your supervisor for assistance in opening a ticket with EasyIT.