Empower yourself with quick solutions

Welcome to the DNA Self-Helpdesk FAQ, your go-to resource for resolving common IT issues quickly and efficiently. We believe in empowering our team members with the knowledge to troubleshoot everyday problems, minimizing downtime and maximizing productivity. Explore our answers and get back to work faster.

Frequently asked questions

Here are some tips for some of the most common IT questions and problems our employees encounter.  Our goal is to make these solutions as clear and straightforward as possible, even if you're not tech-savvy, so you can resolve issues on your own.

My email is not working. What should I do?

First, try restarting your email client (e.g., Outlook) and your computer. Check your internet connection. If the issue persists, ensure your password hasn't expired or been changed recently. You can find detailed troubleshooting steps in our Knowledge Base.

I can't connect to the VPN. How can I fix this?

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 our How-To Guides.

Outlook keeps asking for my credentials. What's happening?

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 .