Frequently Asked Questions
This information will help you trouble-shoot common IT issues on your own using basic terminology and easy-to-follow instructions.
My Outlook email is not working
First, confirm you're connected to the internet; go to a website you've never visited before. Connected to internet?
No. Join a wifi network.
Yes. Confirm your email account is working by logging into your web browser https://outlook.office365.com. Can you access your webmail?
No. Did you recently change your password? Consider contacting a colleague - can they access their email?
No. There may be a wide-spread email problem. Contact IT Support.
Yes. Send yourself a TEST email. If you can send and receive email via webmail, your Outlook app is likely the problem. First, restart your laptop. If no change, go to How-To > Run M365 Updates
Second, run and install all M365 Updates; open Word, go to File > Account, Update Options > Install Updates, reboot when done.
Or, if no updates are available, run a Repair: go to Control Panel > Programs and Features, select M365 Apps, press the Change button and select either Quick or Online, reboot when done. Is Outlook sending/receiving now?
No. May require advanced troubleshooting; contact IT Support.
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My VPN isn't working
Our VPN requires two software apps - GlobalProtect and MobilePASS, so first determine which is failing:
Is GlobalProtect giving you an error message before you login?
Yes.
1) Does it display a URL in the Portal field?
No. Go to Tips & Tricks > What is DNA's VPN gateway?
Yes. Open TaskManager, scroll down the Name column, right-click GlobalProtect Client and press End Task; when the icon reappears in the Windows System Tray, test VPN again. If no change, b) Reboot your laptop. If no change, c) reboot your internet router.
If no change, d) go to the How-To section > UN-install/RE-install GlobalProtect.
to consider trying to update your router firmware.
No. Is MobilePASS not displaying your PIN code?
Verify your internet connection is active. Try disconnecting and reconnecting to the VPN. Ensure your VPN client is up to date. If the problem continues, check for any active security software that might be blocking the connection. More detailed instructions are available in the How-To section.
Outlook keeps prompting for my login credentials.
This often happens when your password has expired or your Outlook profile needs to be refreshed. Try restarting Outlook. If that doesn't work, ensure your computer's date and time are correct. You may also need to clear cached credentials or update your password in the system.
My computer is running very slow. What can I do?
Try restarting your computer first. Close any unnecessary applications running in the background. Check your available disk space and consider running a disk cleanup. If the issue persists, scan for malware or viruses.
How do I reset my password?
You can reset your password through the self-service password portal at [[website]]. Follow the prompts to verify your identity and set a new secure password.
How do I request new software or hardware?
All software and hardware requests should be submitted through our internal IT request portal. You can find the link and instructions on the Our IT Services page.
Where can I check the status of IT systems?
You can always check the real-time status of all our IT systems on the System Status page. This page provides updates on outages, maintenance, and service health.
What should I do if none of these solutions work?
If you've tried the suggested solutions and are still experiencing issues, please contact our IT Manager via email - or CALL if it's outside regular business hours.
Your IT questions answered, instantly.
If you can't find the answer you're looking for, click the link to send an email to the IT Manager - or CALL their cell number if it's outside of regular business hours .
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