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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 local machine (physical device). It is best practice to reboot your computer often (every 2 weeks or once a month). This will help your computer run better and could help resolve not only internet connection issues but also other issues you may be experiencing. 
      • If you are using TCIT Gateway or a VDI such as Alfheim, examine the list below to determine what you need to do.
    • In deciding whether a computer restart is appropriate, look at the following factors:
      • How are you connected? When TC Support techs use the terms local or remote computer, it is key that you understand the difference between each. Which have you rebooted? Rebooting your local computer (the system physically in front of the user) does not reboot the remote. 
        • Connecting through Alfheim means you are connected to a virtual computer and there is no physical computer to restart onsite. If the issue is with the computer at your onsite location, a restart may resolve issues stemming from the computer being left on when a connection was abruptly severed or a power outage. If you are 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. 
      • 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 that is not possible, fully log out from your remote session. 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.
    • Be sure you are using the 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://www.ou.edu/ouit/logoff
  • I am not connected to the internet. I’m experiencing interruptions in connectivity.
    • 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 often experience aberrant behavior (slower Wi-Fi, problems with network connectivity) that a restart may resolve.
  • My internet connection is very slow 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?
      • 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.
    • For more help, see My internet is slow. What can I do?
  • My system is slow. Lag time has increased suddenly.
    • Examine reasons for system lag.
      • Ask your colleagues, is the lag just me or is the lag affecting the whole team?
      • If it just affects you, then take the following actions:
        • Close unused windows on your local machine.
        • Check upload and download 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 1 minute, and plug it back in. 
        • If it is still slow, check other devices using your internet, such as TV, other computers, printers, and cellphones 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 Wi-Fi 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 employees notify our senior agents of a technical issue, the senior agent will attempt to have the employee share their screen through a Teams call. This also allows the senior agent to request control of the employee’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 select Snipping Tool under Windows Accessories from the Windows All Programs Menu.
        • When the Snip toolbar appears, click 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. Select Edit, then Copy. Paste the Snip into a new Word document or email message. Send the document to the person performing the next step.
      • Using a cellphone
        • Hold a cellphone 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:
      • To access task manager inside the RDP or VDI systems, press Ctrl + Alt + End.
      • Pressing Ctrl + Alt + Delete will access the Task Manager on the All-In-One system, but has no effect on the RDP/VDI.
      • This is due to the difference between the local system (physically in front of user) and the 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 for help.
      • 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.
  • Preparation for in-person meetings or training.
    • Ensure machines are working before meetings, trainings, etc.
      • At the start of each workday, machines (classroom machines, computers, projectors, network connections) and software (Zoom, Teams, Office 365) that will be needed for meetings and trainings should be tested. If anything does not work, try rebooting it and, if still not working, contact TC Support.
  • Systems don’t restart after power failures.
    • Power failures cause restart issues because of date/time sync.
      • Power failures can result in failures to restart due to dead batteries in machines or power not being restored in VPN machines at the 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 described 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, then click Enter.
          • The system should then continue the boot process.
        • Another problem caused by power failures at the VPN host computer site is that, after a power failure, those VPN machines may not restart. These machines will have to be restarted by a person physically on site. You can submit a TC Support ticket to alert TC Support of the need to restart.
  • Tracking help tickets within contract management.
    • Consult with your team or designated individuals (such as supervisors) before asking TC Support for help.
      • 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.