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Technology Knowledge Base

CARE Troubleshooting

Section 1: Trouble with Logging in and Slow System

  • I can’t log in. My system is very slow.
    • Restart your machine. (Examine when it should be restarted and not restarted)
    • In deciding whether a computer restart is appropriate, look at the following factors: 
      • How is the employee connected? Connecting through Alfheim means the employee is connected to a virtual computer and there is no physical computer to restart onsite. If the issue is with the computer at the employee’s location, a restart may resolve issues stemming from the computer being left on when a connection was abruptly severed or a power outage. If the employee is connected through DHS Remote Desktop Connection, the desktop computer onsite may need to be restarted. Some onsite computers are located in secure server rooms and may require the assistance of TC Support in order to perform a restart if the system does not come up. 
      • A core factor to understand in this is the different between a local computer and remote system.  Rebooting your local computer (the system physically in front of the user) does not reboot the remote. When tech supports uses the terms local or remote computer, understand the difference between each. Which have you rebooted?  What is the difference between them? 
      • Is the computer non-responsive? Are there any actions the computer will take (e.g. move the mouse, keyboard displays text typed)? If the computer is non-responsive, a restart may be helpful.  Restart the local computer. Restart the remote, or if not possible, fully logging out if possible. There is a difference between closing a session (clicking X or disconnect) and actually logging off.   
      • Has the Uninterruptable Power Supply (UPS) stopped working? In this instance, the UPS may need to be reset and a TC Support ticket submitted concerning the UPS unit. A restart may be needed but depending upon the status of the UPS, a non-functional UPS may keep the computer from starting. Operating a computer without a UPS unit is not advised. 
  • I have trouble logging in to OU applications. I can’t remember all passwords needed to access OU systems.
    • Using correct login for applications
      • As OU employees, we have access to software and other applications. To access the full benefits of these, team members should always use the Single Sign On (SSO) option when signing into applications like Zoom, Adobe Creative Suites, Office 365, Qualtrics, and more. Visit the following site for a list of all the available SSOs that come with being an OU employee: https://itnews.ou.edu/single-sign-on/
  • I am not connected to the internet. My system is very slow.
    • Restart your router (Power off for 15 seconds)
      • Resetting your router is one of the first things to try if you lose internet. Restarting your router will reset your connection settings, interrupt malicious attacks on your network, and boot off unwanted devices from your network. Rebooting your router will also resolve a wide range of issues with speed and connectivity. A router restart may also reduce system lag. Routers older than 4 years old can start experiencing aberrant behavior (slower WiFi, problems with network connectivity) that a restart can help.
  • I am getting poor connection notifications. The system is slow/sluggish or lagging. My system suddenly slowed down. My link to my remote machine frequently prompts me to enter credentials.
    • Check connection speed. Is bandwidth being used up by others at your worksite?
      • There are two ways that we do this with our staff.
  • First use Google’s speed test to determine if the issues are due to the agent’s current internet speed.
  • If the issue is a reoccurring problem, run a background speed test using https://testmy.net/auto
    • This process can be set to check the agent’s internet speed at various intervals up to 50 times to determine if there are times that the speed drops below TC Support recommendation.
  • My system is slow. Lag time has increased suddenly.
    • Examine reasons for system lag
      • Ask, is the lag just me or is the lag affecting the whole team?
      • If it just affects you, then take following actions:
        • Close unused windows on your local machine.
        • Check uplink and downlink speed. Use https://testmy.net/auto or other speed test of your choice
        • If either is less than 2 megabits per second, restart router. Unplug it, wait one minute and plug it back in. 
        • If it is still slow, check other devices using your internet, such as TV, other computers, printers, and cell phones switched to Wi-Fi. Turn off all you can and check your speed again.
        • If your internet service is generally less than 2 megabits per second (2 Mbps) that is inadequate for remote work. 
  • My System is slow even after restart of local computer and router
    • Check for updates
    • Sometimes the need for updates can make a computer run sluggishly or not operate properly. The first thing to do when a computer is running slowly is restart the machine. A restart can initiate potential updates that might be in waiting. If after restart, the machine is still not functioning as needed, users can check for updates by following these instructions:
      • Open Windows Start Menu
      • Select “Settings”
      • Select “Update & Security”
      • Select “Windows Updates”
      • Select “Check for Updates”
        • The computer will check to see if any updates are needed. If identified, the computer will prompt you with instructions for how to access the necessary updates.

Section 2: Error Messages

  • I am getting error messages. I can’t get into my applications.
    • Screen sharing of technical issues
      • When agents notify our senior agents of a technical issue the senior agent will attempt to have the agent share their screen through a Teams call. This also allows the senior agent to request control of the agent’s system and attempt to assist in resolving the technical problem.
  • I am getting error messages.
    • Take screenshot of errors
      • Using Snip
        • Double click on the Snip icon or Click on Snipping Tool under Windows Accessories from the Windows All Programs Menu.
        • When the Snip toolbar appears, click on New to indicate you plan to start a new Snip. A plus sign will appear. Drag the plus sign to capture the area of the screen you need to copy. Click on Edit then Copy. Then paste the Snip into a location such as a Word document. Send the document to the person performing the next step.
      • Using a Cell phone
        • Hold a cell phone close to the screen and access the camera application on the phone. Click to take a picture. Email or text the picture to the person performing the next step. When emailing, choose the smallest size possible for the image size to reduce any transmission issues. This is far less preferable than using Snip above, due to larger files and harder to read images.

Section 3: Trouble with Audio

  • My computer audio is not working. I cannot receive calls.
    • How to use task manager: (Ctrl + Alt+ Delete and Ctrl + Alt + End for VDI)
      • To access task manager inside the RDP or VDI systems you press the CTRL+ALT+End keys.
      • Pressing the CTRL+ALT+Delete will access the Task Manager on the AIO system but has no effect on the RDP/VDI.
      • This again is about the difference between local system (physically in front of user) and remote system.
  • My audio is not working in Teams or Zoom
    • Using In Contact/ Zoom/Teams inside versus outside the Remote or Virtual Desktop
      • Inside the VPN/RDP the mic will not activate meaning that agents could hear the customer but not be able to speak to the customer.
      • Our senior agents will check to ensure that the agent does not have the Teams, Zoom, or InContact open inside the RDP/VDI. If so, close the website or application and reopen outside the RDP/VDI system.

Section 4: Trouble with Access to Systems, Networks, and Passwords

  • I can’t access OMES or DHS applications. I can’t access IMS. I can’t access FACS. I can’t access DSD Mainframe. I can’t access Office 365.
    • Check http://outages.ok.gov before calling
      • Before requesting a ticket, it is helpful to understand if the outage you are experiencing is known to the parties that can restore it. If the outage is known, you do not need to report it. These websites are also helpful to check to see if the issue has been resolved.
      • Here are helpful sites to review to check for outages:
        • DHS
          • Check DHS email to see if alerts have come out from OKDHS about system outages.
          • Check with supervisor to see if TCIT has sent out Network Announcements about outages or issues.
        • OMES
        • OU
  • I am locked out of the DHS Network. I am locked out of my application. I am locked out of Alfheim VDI. I am locked out of SATTRN. I am locked out of OU.
  • I have trouble logging in to OU applications. I can’t remember all passwords needed to access OU systems.
    • Using correct login for applications
      • As OU employees, we have access to software and other applications. To access the full benefits of these, team members should always use the Single Sign On (SSO) option when signing into applications like Zoom, Adobe Creative Suites, Office 365, Qualtrics, and more. Visit the following site for a list of all the available SSOs that come with being an OU employee: https://itnews.ou.edu/single-sign-on/

Section 5: Miscellaneous

  • Contract management not aware of staff IT outages.
    • Maintain database of errors and solutions.
      • CARE uses a process of Office 365 Forms, SharePoint, and Power Automate to maintain an error tracking system.
        • This allows us to review ticket status, resolutions, and repeated errors.
        • This system routes all tickets through our senior agents instead of allowing our agents to submit tickets directly to OMES/TC Support.
        • The Form used by the senior agents to submit tickets automatically sends the email in the correct format depending on which IT department is selected.
  • In-person meetings or training IT support.
    • Ensure machines are working before meetings, trainings, etc. – Kenny/Matt
      • At the start of each workday, machines (classroom machines, computers, projectors, network connections) or software (Zoom, Teams, Office 365 that will be needed for meetings, trainings should be tested. Follow other tech tips about reboot, restart, and if still not working, contact TC Support.
  • Systems don’t restart after power failure.
    • Power failures cause restart issues because data/time sync – Kenny/Matt
      • Power failures can result in failures to restart due to dead batteries in machines or power not being restored in VPN machines at Rock, Noble or Training Center.
        • Dead batteries in machines can cause dates to be reset when a machine is restarted but the erroneous date may prevent user log-on. Check for the date and if it is incorrect use the Bios Fix Mat will describe here:
          • Restart the machine and as it is booting back up (when the Dell logo appears) press the F12 key to enter the Bios menu.
          • Select the BIOS setup option and then Date and Time.
          • Set the date and time to the current date and time and then click Enter.
          • The system should then continue the boot process.
        • Another problem of power failures at the VPN host computer site is that after a power failure those VPN machines may not restart. The machines will have to be restarted by person physically on site. You can input a trouble ticket via Webmail to identify the need for restart to TC Support.
  • Trouble ticket tracking within contract management.
    • Consult with team or designated individuals before calling (see Matt’s form) – Matt/Ryan
      • CARE uses our senior agents as technical points of contact for all agent technical issues.
      • Only senior agents are allowed to submit tickets to TC Support or OMES using the CARE ticketing system.