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Technology Knowledge Base

CIC tips and troubleshooting

Section 1: Tips and tricks

Part 1: Installing the OU CIC database in OneDrive

Periodically, the CIC database will be distributed using an emailed invitation and these instructions (two total emails). We have also called it the Sequel database. This is because its tables are Sequel tables. The file name and icon are Microsoft Access because the front end (how we look at and work with the data) is in Access.

Before you begin, be sure to delete any OU CIC database files you’ve previously downloaded. If you have any OU CIC database files from previous downloads, delete them in the following two locations: (1) in the Database folder on your DHS Desktop, and (2) in your Desktop folder within OneDrive. Delete the OU CIC files in those folders in this order: (a) shortcut files, (b) files ending in .laccdr, and (c) files ending in .accdr.

To install the database application for use via OneDrive, follow these directions:

  1. Upon clicking the email link, you should see a new window open in your web browser with a Download button. See the screenshot below for an example of what this looks like. Select Download.
Example of OU CIC database download button in OneDrive
  1. After selecting Download, you will be prompted to save the file. Choose the Save As option and save the file to your Desktop folder within OneDrive – State of Oklahoma. If you are prompted to Keep or Delete the file, select Keep.
Downloads pop-up window prompts user to Open file or Save as
OneDrive - State of Oklahoma folders are shown in File Explorer
Downloads pop-up window prompts user to either Keep file if they trust it, or Delete file if they do not trust it
  1. Locate the database file you’ve just downloaded to your OneDrive Desktop folder.
  2. Create a shortcut to the database and drag it to your Desktop folder or directly to your desktop screen. Launch the application to test it.

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Part 2: Print to PDF OnBase procedure in the new OU CIC database

  • Follow this procedure to save your cover letter as a PDF and import to OnBase:
    • Open your narrative that you created outside of SEQUEL in a Word document. Copy it using the keyboard shortcut Ctrl + C and paste it to your cover letter using the keyboard shortcut Ctrl + V.
    • To save a copy of your cover letter, use the keyboard shortcut Ctrl + P, change the printer name to the Print to PDF option, and make sure Print to File is not checked before selecting OK.
    • You can import into OnBase by using Ctrl + P and changing the printer name to Microsoft Print to PDF or Hyland Software before selecting OK, or you can choose to import your saved cover letter from your folder the same way we did before.

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Part 3: Using Search filters in the new OU CIC database

  • In the Search section to the left in a module, a Status of blank will get you all the cases that require no more processing (completed, deleted, etc.). 
    • If you see and select a Status of All, that will show every case regardless of its Status.
  • Selecting multiple filters in your Search will restrict you to those cases where each selected criteria is included. 
    • While some filters in earlier database versions would select anything that had the indicated value in it, the database now will only select exact matches.
  • The Assigned To and Supervisor search fields populate when a case is assigned. 
    • Once there is a case for you, your name will show in Assigned To. 
    • Once a Supervisor has a case assigned to one of their team, the Supervisor name will appear in the Supervisor dropdown.
    • Those members within those dropdowns will change based on whether any case in the search criteria are met.

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Part 4: Troubleshooting errors in the new OU CIC database

  • If you encounter a record that has a last name of UNKNOWN or OJA and has no first name, please enter UNKNOWN for the first name BEFORE saving the record.
  • When you first launch the database, you should see a small colorful window with OU and DHS logos on it. If that window does not have a date (the last revision date) in the lower-right corner, you will need to close the application using the X in the upper-right corner.
    • If that does not work, use the keyboard shortcut Ctrl–Alt–Delete (or Ctrl–Alt–End if you’re in a VDI such as Alfheim), then right-click on Microsoft Access, and select End Task. 
    • The same steps apply for a frozen database. 
    • Three screenshots of error messages are provided below as examples:
Example 1 error message says, "Microsoft Access has detected this database is in an inconsistent state, and will attempt to recover the database."
Example 2 error message says, "The active content in this file is blocked. Review your Trust Center settings or contact your IT administrator."
Example 3 error message says, "The expression you entered as the event property setting produced the following error"
  • In the OU CIC Database, the error below may come up sometimes when you are moving from module to module (particularly if something is open in the previous module). This error has only come up when outside of Alfheim.
    • If you get this error, you should be able to fix it by simply getting out of the OU CIC Database, then getting back in. If that does not work, close all programs and restart by pressing Ctrl–Alt–Delete. Then, right-click on the power symbol in the lower-right corner and select Restart.
Error message example says, "An error has occurred that prevented the application from running as expected."

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Part 5: Zip code lookup Power App

  • The new Zip Code Lookup Power App is in Teams. 
    • To access it, first select General. 
    • Then, select Files near the top middle. 
    • The Child Support Zip Code Lookup document has a link to the Canvas app at the end. Open the document and click the link, or access the link here: Zip Code Lookup Power App.
  • It is recommended that you save this link as a favorite (bookmark) in your web browser.

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Part 6: General tips and tricks

  • Make sure you are always signed in to Zscaler for access to the internet.
  • Remember to sign in to Adobe using your OU credentials for access to the most features.
  • Sign in to the DHS desktop using only your u#, then your password (saves a few keystrokes).
  • Once you sign in to the DHS desktop, you must map the drives to your computer using the “MAPDrives” icon on the desktop (looks like two wheels).
  • After you have mapped your drives, also sign into Alfheim, just to access the databases and/or to print to the network printer, REX.
  • As you locate programs and websites that you use regularly (such as Unity Client, better known as OnBase), be sure to save them to your favorites (bookmarks) in your web browser, and/or create a desktop shortcut to get to them more easily.

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Part 7: How to confirm full access for your 2024 DHS Image

As you continue to log in to your 2024 DHS Desktop Image, periodically you will be asked to reestablish your credentials for the software listed below. You will also need to establish those credentials when you first log in to a new-to-you computer.

Restarting your computer at least every few days can keep you from having to work through the issues below.

Is Zscaler up completely?

To check, select the carrot ( ^ ) icon, which is just to the left of the date and time in the lower-right corner of your computer screen. Hover over the Zscaler icon (light blue cloud with a white Z shape inside it). It should say Service Is Enabled when you hover over it. It may ask you to log in. If so, use your Uxxxxx@okdhs.org username and your DHS login password.

Zscaler icon

Is OneDrive up completely?

To check, select the carrot ( ^ ) icon, which is just to the left on the date and time in the lower-right corner of your computer screen. Hover over the OneDrive icon (a blue cloud). It should say OneDrive – State of Oklahoma Up to date when you hover over it. It may ask you to log in. If so, use your Uxxxxx@okdhs.org username and your DHS login password.

Are your shared drives present?

Locate the manila folder icon just to the right of the Windows Search Bar in the lower-left corner of your computer screen. Right-click it and select File Explorer. If you do not see the W drive, select either of the Map My Drives icons on your desktop. One will require you to press the Enter key once or twice. After you’ve mapped your drives, you may need to close and reopen File Explorer to see your drives.

File Explorer icon on Windows 10

Other tips

  • You may get a warning to log in to Microsoft 365. If so, log in using your Uxxxxx@okdhs.org username and your DHS login password.
  • You may need to establish or reestablish your credentials in Adobe Acrobat. For Adobe programs, use your OU 4×4 and password if prompted.
  • TC Support can create a link to the Rex printer for you, with supervisor approval. See How can I print at my CPM worksite? for more information.

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Section 2: Important links to save in your web browser

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Section 3: Troubleshooting

Part 1: Slow or non-responsive systems

My computer is very slow or not responding.

  • Restart your physical (local) computer, not the VDI you have remoted into. 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, read 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 computer vs. 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 computer.
      • 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 (such as 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 responding at all? 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 first. Then restart the remote computer, 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, which requires a TC Support ticket to be submitted concerning the UPS unit. A restart may be needed, but depending on 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 am not connected to the internet. I’m experiencing interruptions in connectivity.

  • Restart your router (power off for 15 seconds).
    • Restarting your router is one of the first things to try if you lose internet. Doing so 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 link to my remote machine frequently prompts me to enter credentials.

  • 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 connection speed. Is bandwidth being used up by others at your worksite/home?
      • If the issue is a recurring problem, run a background speed test using https://testmy.net/auto
        • This process can be set to check your internet speed at various intervals up to 50 times to determine if there are times that the speed drops below TC Support recommendation.
        • If either upload speed or download speed is less than 2 megabits per second (2 Mbps), restart your 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.
  • For more help, see My internet is slow. What can I do?

My system is slow even after restart of local computer and Wi-Fi router.

  • Check for system updates (in Windows settings). Without the most recent updates, computers may run slowly or not operate properly. The first thing to do when a computer is running slowly is to restart the machine. A reboot can initiate potential updates that might be pending. If the machine is still not functioning after a restart, check for updates manually by following these instructions:
    • Open the Windows Start Menu.
    • Select Settings.
    • Select Windows Update.
    • 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.

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Part 2: Error messages

I get error messages when I try to access an application.

  • Alert your supervisor of any technical issues and be prepared to share your screen.
    • When employees notify their supervisor of a technical issue, the supervisor may ask the employee share their screen through a Zoom or Teams call. This allows the supervisor to attempt to assist in resolving the technical problem before determining whether it’s necessary to submit a TC Support ticket.
  • Take screenshots of errors to show your supervisor (and the TC Support techs if submitting a help ticket). You have several options for doing this:
    • Use the Snipping Tool
      • Open the Windows Start menu and locate the Search bar.
      • Enter “Snip” or “Snipping Tool” in the search field. You should see the Snipping Tool appear in the search results. Open the application.
      • When the Snip toolbar appears, select New to indicate you plan to start a new Snip. A crosshair icon (plus sign) will appear. Click and drag your mouse to capture the area of the screen you want to copy. When the Snip window reappears, select Edit, then Copy. Paste the Snip into a new Word document or email message. Send the screenshot to whoever needs to see it.
      • For further instructions, see How do I take a screenshot on my computer.
    • Use your phone
      • This is not recommended due to the images being harder to read and more complicated to send. However, you can use this option if you cannot get the Snipping Tool or keyboard shortcut methods to work.
      • Open the camera application on your phone and hold your phone close to the screen. Click to take a picture. Email or text the picture to the person performing the next step. When emailing, choose the smallest image size possible to reduce any sending issues.

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Part 3: Audio issues

My audio is not working in Teams or Zoom. I cannot receive calls.

  • Make sure you are not attempting to use Zoom or Microsoft Teams inside a VDI or remote environment (Alfheim, TCIT Gateway, etc.).
    • VDI or remote environments should not be used for Teams meetings, Zoom meetings, or audio calls.
    • Because VDI connects you to a remote computer that is separate from your own machine, any meetings or calls you join through VDI will have poor audio/video quality, or you may not have audio/video access at all.
  • Check Task Manager to see which applications are running and whether you have enough memory and disk space to run them.
    • To access task manager inside the RDP or VDI systems, use the keyboard shortcut Ctrl + Alt + End.
    • Use the keyboard shortcut Ctrl + Alt + Delete to access the Task Manager on the All-in-One system (this shortcut will not affect the RDP or VDI).
      • This is due to the difference between the local system (physically in front of user) and the remote system.

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Part 4: 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 the following sites before calling for help.
    • Before submitting a TC Support 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.
    • Use these sites to check for outages:

I am locked out of the DHS network. I am locked out of Alfheim. I am locked out of SATTRN. I am locked out of OU.

I have trouble logging in to OU applications. I don’t know which applications are available to me through OU.

  • Make sure you are using the correct login for applications.
    • As OU employees, we have built-in access to certain software and other applications. To access these benefits, team members should always use the Single Sign On (SSO) option when signing into applications like Zoom, Adobe Creative Cloud, 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 need to sign out of my OU account on all devices.

  • If you think you may have left your OU account logged in on a computer that is not yours (such as a room computer to share your screen during a meeting), you may use this link to sign out everywhere: https://www.ou.edu/ouit/logoff
  • Alternatively, you can sign out everywhere through Microsoft by following these steps:
    • Go to portal.office.com and log in.
    • Select your profile icon in the upper-right corner of the page.
    • You should now see the My Account page with several options for viewing or changing your settings. On the left, below your profile icon, name, email address, and phone number, you should see an option to Sign out everywhere. Click this link and follow the steps to sign out everywhere.
  • Please note that you will now have to sign back in to every site and application one by one using your OU credentials, so it is essential that you know your username (your OU 4×4) and password before you sign out everywhere.

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Part 5: Miscellaneous

Systems not restarting after power outage

  • Power failures often cause restart issues because of date/time sync.
  • Power outages can also 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 following BIOS fix:
    • 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 select Date and Time.
    • Set the date and time to the current date and time, then press 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 TCIT of the need to restart.

Preparing for meetings or trainings

  • Test to ensure all needed machines and devices 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 for help by submitting a ticket.

Tracking help tickets within contract management

  • Consult with your team or designated individuals (i.e., your supervisors) before asking TC Support for help.
    • CIC uses our Managers, Business Analysts, and Supervisors as technical points of contact for all technical issues.
    • Only Managers, Business Analysts, and Supervisors are allowed to submit tickets to TC Support or OMES.