Steps to Take Before Contacting the Help Desk
If you're experiencing an issue and need to reach out to us, here are a few things to keep in mind before doing so. While these steps may not resolve the issue, at the very least they will help our technicians quickly get a better understanding of what's going on.
Restart Your Device
Restarting your device can fix a lot of issues that come up. Nobody quite knows why restarting is a magical fix, but it happens to resolve a fair number of issues. One of the very first things we tell people to do is give their device a restart, so you might as well give it a shot before reaching out to us. If one restart doesn't fix the issue, try one more before moving on to the next step.
Check our FAQs and How Tos
We're constantly creating new articles to help our users, so it's a good idea to see if your question has an answer already. If you can't find an FAQ that answers your question, or if you need more guidance, check to see if there is a Knowledge Base article on the same topic.
Ensure network connection
The internet can be a fickle thing, huh? One moment you're browsing Reddit and the next moment you're making a dinosaur jump over cacti in Chrome. Making sure you haven't lost your network connection is an important step to take when experiencing an issue. Ensuring you're connected to a strong Wi-Fi connection, or to our network via Ethernet, will help to make sure that your issue isn't connection based.
Reset Your Password
If you're having an issue with trying to log in somewhere, a password reset is often your best friend. Check out our FAQ on resetting your password, as well as our handy
Tips & Info article on creating a strong password.
Take Screen Shots and Gather Information
If all the above fails to resolve the issue and you need to submit a ticket, there's one last thing we ask you to do: send us as much information as possible. If you have received any error messages, taking screen shots of those errors helps us to assist you in the best and fastest way possible. The more info you can give us right away about when, where, and what the issue is, the better we can assist you.
If you still need assistance, feel free to submit a ticket by heading here or by calling us at 412-392-3494.