INDEX 1) Account Information. New Employee Request. Modification of Employee Request. Modification of details in the GAL. eletion of Employee.

yee. !older Access Request. Re"Ena#le Employee Account for Mana$er%s access. E&tend Employee Account. ') Email Issues. Not a#le to open email. (e# Mail. )utloo*. +ow to archie,e emails. +ow to retrie,e archi,ed emails. Not a#le to send-recei,e emails. Not a#le to open attachments. ./AM emails.

0) Na,ision Issues. Not a#le to lo$in to Na,ision. Not a#le to print from Na,ision. Na,ision runnin$ slow. Not a#le to access the Na,ision ata#ase 1Grey .creen) 2) /rinter Issues. Not a#le to print. Need to confi$ure the printer. /rinter printin$ li$htly or #lurry. 3na#le to scan. 4) .ystem Issues. .ecurity lo$ is full.

.ystem runnin$ slow durin$ the 5oot up. .ystem runnin$ slow after the #oot up process. Not a#le to turn the system on. Application is not respondin$. Need to install an application. Need to map networ* dri,es. Not a#le to lo$ on to the system. Account is loc*ed. Need to reset the password. Monitor is #lan*-no display. 5ac*up of a particular dri,e. Memory error 1insufficient ,irtual memory)

6) Internet Issues. Not a#le to connect to internet in the office. Not a#le to connect from +otel. 7) 8/N Issues. +ow to setup a 8/N connection. 3na#le to connect to 8/N. 9onnectin$ from home computer to office computer. :) )ther Issues. MA I9 Access-Issue. 8irus 8 is not playin$. .tic*y *ey issue. ownloadin$ is done with few files and una#le to download few files. .hare point issue. (inmail.dat +ardware needs to #e pic*ed up. Issues related with the phone system. Installation of .can Gear ,ersion '.1 !;/ access. /urchasin$ of the +ardware-software. 3ser profile issue.

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TRAINING ON COMMON ISSUES 1) Account Information.

Note: We on ! nee" to #en" t$e form to t$e u#er% after recei&in' t$e re( ! Min"a )i create t$e WO an" )i a##i'n it to t$e concern (er#on. ;here are different forms for India users and 3. users. New Employee Request 1New Employee Account Request !orm) Modification of Employee Request 1Modification Account Employee Request.) Modification of details in the GAL. 1Modification Account Employee Request.) eletion of Employee. 1 elete- isa#le Employee Account Request.) !older access request. 1Networ* folder access Request form.) Re"Ena#le Employee Account for Mana$er%s access 1Re"ena#le E&" employee Account Request) E&tend Employee Account 1Modification Networ* Account Request !orm)

*) Out oo+ I##ue#

Not a#le to open emails. As* if the user is usin$ the (E5MAIL or )utloo*.

If the user is usin$ the (E5MAIL then the followin$ scenarios can #e ta*en into consideration. a) As* if he is $ettin$ any error messa$e. #) As* the user if they are a#le to access the internet. c) 9hec* if the user is typin$ the correct 3RL https<--we#mail.osi" systems.com d) Add the 3RL to the secured site list. e) 8erify from the user if he is pro,idin$ the correct credentials of omain=3sername and /assword.

f) ;a*e the user%s I and password and chec* if you are a#le to open it from our end. $) If you are a#le to access from your end then it is an issue with the #rowser> try from any other #rowser if a,aila#le. h) If still he is not a#le to open then try to reinstall the #rowser. i) If still it is not resol,ed then you can assi$n the () to ?on$. If the user is usin$ the re$ular )utloo* then the followin$ steps can $et the issue resol,ed. a) 9lose )utloo* and Re"start the system1Most of the issues are resol,ed #y restartin$ the system) #) 3nchec* the option of @(or* )fflineA under the !ile Menu. c) .ee if he is connected to the E&chan$e .er,er. d) 9hec* if the networ* connection is a,aila#le or not. e) If any error then use @Goo$leA to research more on the issue and fi& the issue. f) If still the issue cannot #e fi&ed then assi$n the () to ?on$.

+ow to archi,e emails.

Archi,in$ email is the process of transferrin$ your outloo* data from your normal )utloo* folder> which is stored on the BE&chan$e ser,er>B to your Barchi,eB folder> which stored locallyCon your computerDs hard dri,e. Note< (e cannot archi,e email in )utloo* (e# Access. Always remem#er that the Archi,in$ of the emails should #e done under the + ri,e of the .er,er under My ocuments !older. If the user is insistin$ or if the user is requestin$ that he wants to ha,e the /.; stored on his personal dri,e then only we can archi,e it on the local dri,e under the EE default path of the )utloo*. ;he Ma&imum siFe of the In#o& file should not e&ceed 1GG M5. 3ser will recei,e emails #ut will not #e a#le to send any of the emails if the siFe of his In#o& e&ceeds the Ma&imum allocated siFe of 4GG M5. Ma&imum siFe of an attachment should not e&ceed 'G M5. If the user requests for an increase in the Mail#o& limit then we need to $uide the user in archi,in$ the email> elete the unwanted emails from the sent items folder

and also from the elete Items !older. Ne,er promise the user that we can increase the siFe of the Mail#o& Limit. 1It is not possi#le)

?ou can manually archi,e your email in )utloo*. Manually archi,in$ your email allows you to select when you want to archi,e a particular folder 1or mail#o&). 1. In )utloo*> clic* the ,i e menu. '. 1.elect the dou#le arrows at the #ottom to e&pand the menu> if necessary.) 0. .elect Arc$i&e.... 2. 9lic* once on the folder that you want to archi,e. If you wish to archi,e e,erythin$> select the icon towards the top that has your name ne&t to it. 4. In the BArc$i&e Item# O "er T$anB drop"down list> select a date for when you want the archi,e to #e$in. If this is your first time manually archi,in$ your E&chan$e mail#o&> do the followin$. )therwise> $o to the ne&t num#ered step. a. 9lic* the -ro)#e #utton. #. 9lic* the M! Document# icon in the menu on the left. c. ?ou may sa,e the Barc$i&e.(#tB file either here or in a su#folder of your choosin$ in your My ocuments folder.

Attached are the screen shots for the sameH

+ow to retrie,e the archi,ed emails.

Not a#le to send and recei,e emails. a) 9lose )utloo* and restart the system and then try to send-recei,e an email 1Most of the cases restartin$ of the system resol,es the issue) #) 3nchec* the option of @(or* )fflineA if it chec*ed under the !ile Menu of M. )utloo*. c) As* the user to send a test mail from the user%s email address to his own email address.1sendin$ an email to self) d) ;ry to send a test email from your email account and chec* if the user is a#le to recei,e it or not. e) As* the user if he is $ettin$ any error messa$e. f) 5ased on the error messa$e search @Goo$leA to $et the solution and fi& the issue. $) .till not a#le to send then assi$n the () to ?on$.

Not a#le to open attachments. a) ;he only possi#le cause of this could #e if the system does not find the ri$ht-correct software to open the attachment. #) ;ry to download the attachment on the users des*top to find the e&tension of the attachment. c) ;ry to find the file e&tension of the software and chec* if the user has that particular software. d) As* the user to forward the attachment to us for further research. e) ;ry to install the software if the required software for openin$ the attachment is not present.

./AM emails issue.

.) Na&i#ion I##ue#.
Not a#le to lo$in to Na,ision. Gettin$ the error messa$e @Already ha,e an instance runnin$@ Need to ,erify from the user if he is usin$ the New 9itri& !arm or the )ld 9itri& farm. 5ased on the information $i,en #y the user need to *ill the session for the user. 1Ad,isa#le to open #oth the farms and chec* manually if the user is not a#le to confirm) ;he followin$ is the procedure to lo$in to the New I )ld 9itri& farms. New citri& farm. < http<--osiapps.osient.com )ld 9itri& !arm< Need to access throu$h citri& I; es*top 1.tart " J /ro$rams " J 9itri& " J Mana$ement 9onsole) #) Not a#le find any of the current sessions of the user runnin$ in any of the !arm. Re"start the system. 1Most of the times restartin$ the system will resol,e the issue) EE pro$rams. Install the 9itri& we# client confi$ure it and then as* the user to try. 9lic* on the followin$ lin* to download and install the 9itri& we# client. http://tinyurl.com/pb6jp. 9hec* if the user%s account has #een e&pired. ;ry un"installin$ the 9itri& we# client from the Add-Remo,e

c) Na,ision is stuc* at the 5lue .creen. 9hec* if the user has a current session and *ill the session if it is runnin$. Re"start the system. If still the user is not a#le to lo$in then report the issue to 8lad. 1Networ* Admin)

Not a#le to print from Na,ision. a) As* the user if he is $ettin$ any error messa$e. #) 9hec* for the printer that is confi$ured for the user. c) 9hec* if the user is a#le to print from other applications.1 (ord> e&cel etc.>) d) 9onfi$ure the other printer and see if the user is a#le to print to that printer. e) As* the user if he is the only one ha,in$ the issue or the entire dept. f) ;ry to *ill the session of the user which is currently runnin$ and then try to print. $) If still the user is not a#le to print then it could #e an issue with the printer.

Na,ision Runnin$ .low. a) As* the user since when he is facin$ the issue. #) ;ry to delete all the coo*ies> temporary internet files. c) If still it is slow then it could #e an issue with the ser,er.1report to 8lad)

Not a#le to access the Na,ision ata#ase. a) 3ser is a#le to lo$in to Na,ision #ut sees a $rey screen.

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!ollow the #elow steps to a$ain connect to the Na,ision data#ase.

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(hen you press )L on the a#o,e screen> user will still ha,e the GRE? screen. /ress !1' to $et the followin$ screen.

+it )L and the user will #e connected to the Na,ision. ;ry lo$$in$ off and then connect a$ain to chec* if e,erythin$ is up and runnin$ fine.

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/) 0rinter I##ue#.
Not a#le to print. a) As* the user if he is $ettin$ any error messa$e. #) 9hec* the physical connection of the printer.1 power ca#le> papers and cartrid$e) c) 9hec* if the printer is confi$ured properly. d) If it is confi$ured chec* whether the ri$ht printer has #een confi$ured or the wron$ one. e) ;ry to pin$ the printer. f) Remo,e the printer and add it a$ain and then try to print a test pa$e. $) Add a different printer to the user and try to print to that printer. h) ;hen confirm from the user if he is the only one ha,in$ this or the entire department. i) If still the user is not a#le to print then assi$n it to the +awthorne + . Need to confi$ure the printer. 1SCREEN S2OTS) a) As* the user to which dept he #elon$s to. #) 5ased on the information $i,en $uide the user to set up the printer. 1)r do remote if the user is in +awthorne). c) .tart "J settin$s "J printers I !a&es"J Add printer"J follow the wiFard to setup the networ* printer for the user. d) ;est the printer #y $i,in$ a test pa$e. /rinter printin$ li$htly and #lurry. a) As* the user if he is the only one ha,in$ this issue or the entire dept. #) As* the user if he has any idea when the cartrid$e was chan$ed the last time. c) As* the user if he can chec* the cartrid$e of the printer. d) .till if it is printin$ li$htly-#lurry then assi$n the () to Marlon-?on$.

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3) S!#tem I##ue#.
.ecurity Lo$ is full. !ollow the #elow steps when the user $ets the followin$ error while lo$$in$ on to the system.
System Error: The security log is full. Only administrators can log on to fix the problem. The user is not going to able to clear this log under her/his credentials.

You must log in as a local administrator to clear this log. User name: Administrator Password: Log on to: ( !O" name # computer name$ I.e. Metrology2329 this com!uter

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"nce you log in the system# single le$t clic% on %y &omputer icon single right clic% $rom the dro! do&n menu select %anage

'rom the (om!uter Management &indo& double le$t clic% on '(ent )iewer single le$t clic% on "ecurity

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Single right clic% on "ecurity $rom the dro! do&n menu single le$t clic% on &lear all '(ents

There is not a need to sa)e the log single le$t clic% on the *o button

The security log should loo% li%e this

'or more in$ormation about these issues# clic% on the $ollo&ing lin%s htt!://su!!ort.microso$t.com/%b/*+,*+-/en.us htt!://su!!ort.microso$t.com/%b//2320+1/

.ystem runnin$ slow durin$ the 5oot up process. 17

a) Go to M. 9onfi$ and unchec* the option of @Load .tartup ItemsA. #) Need to restart the system after the chan$es are done to the M. 9onfi$ 3tility. .ystem runnin$ slow after the 5oot up process is done. c) As* the user since when he is facin$ the issue. d) 8erify from the user whether any software-hardware was installed on the system. e) As* the user when the system #ecomes slow. 1(hile #ootin$ up> #rowsin$ internet> while printin$ or while openin$ an application) f) ;ry to delete all the coo*ies> temporary internet files. 1 )pen IE "J ;ools "J Internet )ptions "J ;emporary Internet files "J elete coo*ies "J elete !iles "J) $) 9lear the history Items 1)pen IE "J ;ools "J Internet )ptions "J 9lear +istory). h) ;ry to perform dis* clean up on all the dri,es that are a,aila#le. 1Administrator Lo$in only) i) ;ry to do the scan of the system usin$ the .ymantec 8irus .can 1Administrator Lo$in only) M) o the is* efra$ 1;his is ad,isa#le as the last step since it ta*es lot of time dependin$ on the users dis* space.) *) .till the issue is not resol,ed then assi$n the () to ?on$. Not a#le to turn the system on. a) 9hec* the power connections. #) o the powers drain of the system 1/ress and hold the power #utton on the 9/3 for a minute #y disconnectin$ the power ca#les). c) ;ry to swap the power ca#les of the 9/3 to that of the Monitor. d) 8erify from the user if any weird sound or #urnin$ smell is comin$ from the system. e) 8erify from the user if the fan 1.M/. fan) at the #ac* of the system is turnin$ on. f) .till if the system is not turnin$ on then it is a hardware issue> assi$n the () to Marlon-?on$.

Application is not respondin$

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a) ;ry to restart the system and then try to open the application. 1Most of the times system restart resol,es the issue) #) As* the user which application he is tryin$ to open. c) 9onfirm if he is $ettin$ any error messa$e. d) As* the user from where he is tryin$ to open the application. 1 thru shortcut or from the pro$rams menu) e) 9hec* if there is more than one instance of an application is runnin$. 1Ri$ht clic* on the ;as*#ar "J ;as* Mana$er). f) End the process of the application and then try to open the application. $) !or some of the applications 1M. )ffice) you could try doin$ repair or reinstallin$ of the application. h) .till if he is not a#le to open the application then assi$n the () to Marlon-?on$. Need to install an application. a) As* the user which application he wants to #e installed on the system. #) As* ?on$ if that software is a,aila#le in the shared dri,e. c) If the required application does not need any license then we need to do remote on to the user%s system and install the application from the .oftware #ac*up located at HHHH1location) If the application that is required #y the user needs any license then we need to as* the user to send an email to Lashwan Nones for purchasin$ of license for the software. )ne we ha,e $ot the license ?on$ will do the installation. d) 9reate and assi$n the () to ?on$.

Need to map networ* dri,es. a) As* the user which dri,es needs to #e mapped. #) !ollow the #elow steps to map the dri,e. Ri$ht clic* on the My"9omputer Icon. ;he followin$ screen is displayed.

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.elect the option of Map networ* ri,e. ;he followin$ screen is displayed.

.elect the ri,e Name and under the !older Name> you need to type the dri,e that the user wants to $et it mapped. 1E$< ==rspdata1=rsp=customer ser,ice) ;he followin$ will the screen displayed after you fill in all the details.

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9lic* !inish. (hen you clic* on !inish the system tries to connect to the respected ri,e and the followin$ screen is displayed.

% ?ou see the followin$ screen under the My"9omputer when the dri,e is mapped successfully.

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Not a#le to lo$on to the system. a) 9onfirm from the user the error messa$e that is displayed. #) 9hec* if the user is typin$ the correct 3sername> /assword and selectin$ the correct omain. c) 9hec* the account e&piry date. d) 9hec* for password e&piry. e) 9hec* the networ* connecti,ity. 1If the networ* ca#le is plu$$ed in or not). f) If still he is not a#le to lo$on to the system assi$n the () to ?on$.

Account is Loc*ed.

Note: a) Need to ,erify the user%s information li*e the esi$nationepartment #efore unloc*in$ the account. #) )pen I; es*top and follow the #elow steps.

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3nchec* the option of Account is Loc*ed )ut. Need to reset the /assword. Note: a) 4) c) ") T$e (a##)or" #$ou " 4e minimum of 5 c$aracter#. 0a##)or" e6(ire# in e&er! 78 "a!#. S$ou " not +ee( an! of t$e a#t 3 (a##)or"#. Nee" to c$ec+ t$e 4o6 t$at #a!# 9Re#et (a##)or" at ne6t o'on:. e) After t$e (a##)or" i# re#et a#+ t$e u#er to c$an'e t$e (a##)or" at t$e ne6t o'on.

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!ollow the #elow steps to reset the password. I; es*top "J .tart "J /ro$rams "J Acti,e irectory 3sers I 9omputers "J !ind the user "J Ri$ht clic* on the username and select Rename /assword.1 9hec* the option of 3ser must chan$e password at ne&t lo$on)> 5elow are the screen shots for chan$in$ the /assword of the user.

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Monitor isplay is #lan* a) 9hec* the power connection. #) ;ry to swap the ca#les of the Monitor to that of the 9/3. c) As* the user the li$ht on the monitor is it #lin*in$ or continuous. d) If still the issue is not resol,ed assi$n the () to Marlon-?on$.

5) Internet I##ue#
Not a#le to connect to internet from )ffice. a) As* the user what is the error messa$e that is displayed. #) 9hec* if the Networ* ca#le is plu$$ed in properly on to the system.1If it is plu$$ed in properly you will see a $reen li$ht $lowin$ where the networ* ca#le is plu$$ed in.) c) ;ry to $et the I/ address of the efault $ateway.1.tart "J Run "J ;ype 9M in the Run 5o& I hit )* "J ;ype I/ 9onfi$ ) It displays the I/ Address of the system> su#net mas* and the efault Gateway. d) ;ry to pin$ the default $ateway. e) If you are $ettin$ reply then try to pin$ the I/ Address of any e&ternal we#site 1E$< ?ahoo.com I/ address is 'GK.101.06.14: ) f) Now try to connect to the internet usin$ the I/ Address 1Not the 3RL). $) 9hec* if there is any firewall is #loc*in$. h) ;ry to lo$on to .afe Mode with Networ*in$ 1/ress !: while at the #oot up) and then try to connect to internet 1Most of the times you will #e connected in this mode). i) If you are a#le to connect to internet in the safe mode with networ*in$ and not in the normal mode it is an issue with .pyware or Adware. M) If still he is not a#le to connect then assi$n the () to ?on$. Not a#le to connect to Internet from the +otel. a) As* the user if he is usin$ the wired connecti,ity or the (ireless connecti,ity. If the user is usin$ the wired connection then a) As* the user to contact reception and find out if there is any internet connecti,ity a,aila#le in the hotel. #) If the connecti,ity is a,aila#le then the hotel people need to contact the local I./ for the issue.

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If the user is usin$ the (ireless 9onnection thenH a) ;he first thin$ that needs to #e done is to ma*e sure that the wireless #utton is ena#led. #) If still he is not a#le to connect then the user needs to contact the hotel people since there could #e settin$s on the Router that needs to #e chec*ed. !or more trou#leshootin$ on Networ* 9onnecti,ity follow the #elow lin*s +ow to trou#leshoot ;9/-I/ connecti,ity with (indows O/
http://support.microsoft.com/kb/314067/

+ow to reset Internet /rotocol 1;9/-I/) in (indows O/

http://support.microsoft.com/kb/299357/

Not a#le to open a particular site. a) ;he first thin$ that needs to ,erified is the 3RL for a secured site starts with @https<==osi"systems.comA #) Add the site to the secured list. c) 9lic* on the #elow lin* to trou#le shoot more on the secured sites connection http<--support.microsoft.com-*#-:7G7GG

;) <0N I##ue#.
+ow to setup a 8/N connection.

!ollow the #elow steps to setup a 8/N connection in (indows O/. a) Ri$ht clic* on @My Networ* /lacesA and select @/ropertiesA f) .elect @New 9onnection (iFardA $) .elect @Ne&tA at the introduction h) !or the Networ* connection type select @9onnect to the networ* at my wor*placeA and then select @Ne&tA

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i) .elect @8irtual /ri,ate 9onnectionA and then select @Ne&tA

M) Ma*e the connection name @).I 8/NA and then select @Ne&tA

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*) .elect @ o not dial the initial connectionA and then select @Ne&tA

l) Input the required I/ address in the line pro,ided. ;he I/ address is '16.1G1.'14.4

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m) )n the connection a,aila#ility pa$e select @My use onlyA

n) /lace a chec*mar* in the #o& @Add a shortcut to the 8/N connection to the des*topA and select @!inishA and you will ha,e a successfully completed the 8/N connection wiFard.

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o) ?our username will #e your domain=username 1username is your first initial and your last name) and your password is your networ* password. )nce you ha,e si$ned these in> ma*e sure you ha,e a connection to the Internet> and simply select @9onnectA.

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3na#le to connect to 8/N. a) 9hec* if the user is ha,in$ access to the 8/N or not. #) If the user is ha,in$ then you can delete the e&istin$ 8/N connection and then create a new connection and then chec* it. c) isa#le the wireless connection. If the user is not ha,in$ access to the 8/N then we need to send the user @Modification Account Request !ormA. )ne we recei,e the form duly si$ned #y his Reportin$ Man$er the user will #e $i,en the required access to the 8/N.

=) Ot$er I##ue#
MA I9 Access. +ardware needs to #e pic*ed up. Issues related with the /hone system. Installation of .can Gear ,ersion '.1 !;/ Access. /urchasin$ of +ardware-.oftware. 3ser profile issue.

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