Summary You may find that you're unable to login into the computers. A lock-out occurs because too many failed attempts on your login name were used, normally three. This can happen from your own doing, or you were logged in to another computer and forgot to log off, and somebody tried logging in under your name. Please be aware that a lock-out affects Pyxis because of syncing. If you're locked out of the computer, then you'll be locked out of Pyxis. This article applies to computer (network) accounts only, not WellSky Computer lockout affects applications that touch the network such as Pyxis, VPN, and file shares. Instructions Fortunately, the account will auto-unlock after 15 minutes. This helps eliminate creating an incident; however, if you forget your password, it will require the creation of an incident or a reply to the current incident. Please be patient and allow 15 minutes before attempting again. This will mostly benefit people working the evenings and weekends. If you are unable to wait for 15 minutes, please submit a ticket and we will assist you as soon as possible. Alternatively, you can grab a cup of coffee, visit the snack machine, chat with your colleague, or help your patient. If you were able to sign in to the computer but not the "Landing," you may have just changed your password. It can take two minutes before syncing with Sharepoint, where the "Landing" lives. If you're still unable to get into the "Landing," you're entering an incorrect password from what you used to log in to the computer. Please be advised this is for your computer (network) account and not WellSky. If you're locked out of WellSky, you must have someone unlock your account such as the IT department during corporate hours, or your Nursing Supervisor after hours.

Summary eFax is an online service that's primarily used by the Admissions department. It's different from using a standard FAX line from a copier or stand-alone FAX machine. While standard faxes use the phone line that's connected to the copier or fax machine, eFax uses the internet for faxes, but it does NOT send the fax as an email. Please note that eFax emulates the slower fax machines, so it's not faster because you're using high-speed internet. If you have the ability to send a document via email, please do so. You can use the encryption tool within the email to safely send documents. However, if faxes are mandated, then you can use eFax or a standard FAX line.  eFax will convert a document into a FAX document. This means you don't have to print your document to FAX it. This helps save paper!  eFax Types Consensus - this is a subscription service used mainly by Admissions, Marketing, and Case Management. Most will already have it when onboarded. 8x8 - has built-in eFax service if you have the right license. X2 licenses will have this feature. Mainly your leadership team will have this license. To know if you have an X2 license, try sending an outside text from 8x8. If you're able to, then you have an X2. This is rarely used due to being unreliable. If you have Consensus, use this service instead. Instructions 1. Consensus eFax instructions found here.     2. Sending out a Fax from Kyocera Printer. First, ensure the copier is Fax-capable. There should be a phone number sticker on the copier. Press the SEND button from the Copier. You'll see a choice to send it by Fax.  Related how to's: How to encrypt an email. https://nobis.freshservice.com/support/solutions/articles/16000010854

Questions and Answers Miscellaneous questions about Virtual Private Network (VPN).  Q: What is VPN?  A: It is a secure connection between your computer and the company's private network over the internet. It is NOT the internet, but an encryption tool, so yes, you still need an internet connection. Q: Is it safe to use? A: Yes! Once connected, it's like being on the computer at work. The connection between your computer and the company's network is encrypted. Q: Can I use my cell phone's mobile hotspot? A: Yes. VPN does not care were the internet comes from. This includes hotels, restaurants, or your home. Q: Is it HIPAA and PHI compliant? A: Yes. All traffic is encrypted and it's no different than being on a computer at work. Q: When should I use VPN? A: It depends. If you're traveling or working from home, you may need to use it. Some applications are Cloud-based and may have their security measures without the use of a VPN. However, if you need to access File Shares or Printers on the company network, then VPN is required. Q: How do I sign in? A: You will use the same computer credentials that were used to sign in to the computer. Q: What if I lock myself out when logging into VPN? A: The VPN login will have the same effect as if you were signing into a computer at work. If locked, allow 15 minutes for your account to self-unlock. Do not keep trying before then or you can reset the lock-out time. Q: Do I have VPN? A: Most laptops will most likely have it already installed. If not, please create an incident for the IT department to install and configure. To find out if you have it, go to the Windows search bar and type "Barracuda". If you see a folder that shows "Barracuda Network Access Client", then you have it installed. Q: I have VPN installed, but it's not allowing me to sign in. A: There could be many reasons why you can't, but the two main reasons are not having an internet connection or VPN permission. Please make sure you're connected to the internet by visiting a public website such as MSN or Yahoo and see if the website pulls up. Showing connected doesn't always mean you have internet. The other reason is the VPN permission. Not everyone by default has permission to use it. If you don't have permission, it will prevent you from using it. To request VPN access, please visit the service catalog and look for "VPN | Request Access" or click here. Q: How do I get the VPN permission? A: You, your manager, or HR can submit the request by visiting the IT portal. To request VPN access, please visit the service catalog and look for "VPN | Request Access" or click here. Q: Do I need to use VPN in my hospital? A: No. Your laptop should have already been whitelisted to work in your hospital. You should connect to the "Hospital_Employees" network if you are working on WiFi throughout the hospital. If you are visiting another company hospital, the laptop will need to be whitelisted for that hospital. In this case, please create an incident. If you need your laptop whitelisted, please request WiFi in the Service Catalog or click here. Q: Is VPN required for WellSky? A: No. WellSky is a website, but it knows if you're in the hospital because of the IP address of the hospital. You'll need to request WellSky Remote Access from the Service Catalog or click here. NEW - VPN now allows access to WellSky! It's still recommended to request Remote Access. Q: Why does my VPN appear to be stuck on trying to connect? A: Hospitals use DUO (2FA) to authenticate you. If you don't click "Approve" on the DUO app on your phone, then your VPN will sit there and spin. If you haven't enrolled, nothing will happen. Please create an incident and ask for a Duo enrollment email. Instructions How to connect to our network remotely.  https://nobis.freshservice.com/support/solutions/articles/16000010720 Troubleshooting https://nobis.freshservice.com/support/solutions/articles/16000044782

Summary How to use email in the company. The corporate office and hospitals will use a variation of Microsoft Office 365 licensing. Most employees will use the lighter (web browser version) of the license whereas people in leadership roles, management, and certain job positions will have access to the client-installed version. What is the difference? The web version of Office 365 gives you all the access through the cloud instead of the local machine whereas the full version has it installed on the computer.  How do I know what licensing version I'm using? The easy way to know is by your job. If you are mainly with patients, you are most likely using the web browser version. If you sit behind a desk most of the time, you're most likely to have the full (desktop) version. There will be instances that a job title does not have access. Can email be accessed from home? Yes! You can use any web browser and go to https://outlook.office.com Sign in using your company email and the password you use to sign into the computer. Ensure you're enrolled in Duo, if not, please create a ticket. The Outlook Mobile app is restricted to certain positions and goes through an approval process. ! Most hospital employees receive email by default, except for Agency, Vendors, and Physicians. However, these positions can request email at the cost of the hospital. Instructions For video, please go here. To access the web version of the email 1. After logging into the computer for the first time and changing your password, you created your password for email as well. Anytime you change your computer login password, you're changing your password for email. 2. Open up any browser. It can be Chrome or MS Edge. Most users will open emails from the company's "The Landing" web page. When you open the browser for the first time, it will ask you to sign in. You should see the Window below. You sign in with your full email address, click next then your newly created password. Go ahead and click on "Don't show this again", then click Yes. 3. Once signed in, it will open the browser to the company's "The Landing" page. This is the portal for about everything you need access to including your email. 4. When you click on the email icon, it may ask you to sign into it again. Just follow the prompts. Congratulations, you have accessed your email! To access desktop email This only applies to employees that have the full version of the license. As mentioned before, most users will be using the web version. People in positions of leadership and administration will have this license. ! Users with a web license accessing the client (app) installed version of the Microsoft Suite will result in an error. Users who have the E3 license are the only ones that can use the installed version. 1. After logging into the computer for the first time and changing your password, you created your password for email as well. Anytime you change your computer login password, you're changing your password for email. 2. Click the Windows start icon on the bottom left corner of the screen. Please note Office 365 suite. Click on Outlook. You can also scroll down to the "O"s and find it there or type "Outlook" in the search bar. DO NOT use MAIL. 3. It will prompt you to sign in with your full email address then your password. Afterward, you won't be asked to do it again. Congratulations, you have accessed your email! Email on a mobile device Please use the link below to install email on your mobile device. This will go through an approval process based on your position. You must be enrolled in Duo. Add Email on Your Mobile Device with Outlook for iOS or Android | Knowledge Base | Nobis IT (freshservice.com) As with most computer issues, try rebooting first. Most people are guilty of this, but computers may be on for days or weeks. Updates are sitting waiting to be installed and the computer can start acting wonky. 1. Ensure you're using the correct email program. Outlook is the only email program you should be using. Don't use "Mail" found in Windows. 2. You're using the wrong Outlook. As mentioned in the Summary, there are two license versions of Office 365. Ensure you are accessing the correct version of Outlook. Users of client-installed versions can use both web and client, but web-only users can't use client installed. 3. Your account locked. Outlook syncs with your computer account. If your account is locked or disabled, this will prevent you from accessing your email. Lockouts will auto-unlock after 15 minutes. Please note that if you're logged into multiple computers, a lockout can affect all your logins on the network. Related Articles Agency Email Outlook on Personal Devices

Summary In order to protect data sent to third parties on a USB drive you should encrypt the drive with a password. Windows has a built-in utility - BitLocker To Go - that will so this for you and will make it easy on the recipient to decrypt and access the data you sent them as long as they are using Windows as well. Procedure Going through this process will encrypt anything already on the drive as well as encrypting any data you place on it after enabling BitLocker To Go Insert the USB drive Open Windows File Explorer Find the USB Drive you wish to encrypt listed under Devices and drives Right-click the USB Drive you wish to encrypt and select Turn on BitLocker Put a checkmark in the Use a password to unlock the drive option Enter the password you wish to use and then again to confirm it This is the password that you will need to communicate to the recipient in order for them to access the data after you encrypt it Click Next You will have to either save the recovery key to a file or print it before you can click Next The recovery key can be used to unlock the drive should you forget the password you set. If you don't remember the password or don't have this recovery key, the data will be lost for good - no one will be able to recover it for you. Choose the option to Encrypt entire drive We choose this option to ensure that even data you might have deleted in the past on the USB drive will be safe Click Start encrypting Once the encryption process is complete, you can add and remove data as needed - it will all be encrypted. You can test the process by pulling the USB drive out of your computer and then re-inserting it. You'll be prompted to input the password in order to unlock the USB drive. This is the same experience the recipient will have when they go to access your data. They just need to know the password. ***DO NOT send the password along with the USB drive itself - this would defeat the purpose and allow anyone to access your data. Send the password via a separate email or over the phone with the intended recipient.***

Summary The 8x8 install instructions are found in the Solutions part of the ticketing system. 8x8 can be installed by the user and it does NOT require an administrator to install it for you. 8x8 should only be installed if you have the license and it's not a shared line (e.g. department phone). 8x8 will work as a regular phone on your laptop or mobile device as long as it has a microphone and speaker. If you are using 8x8 on your personal phone, it will NOT reveal your personal cell number. It only uses the data portion of your phone. Because 8x8 is a VOIP service, you can use it over WiFi instead of the cell tower. IMPORTANT! For the mobile device install, please ensure you're enrolled in Duo first. Instructions Desktop Install - https://nobis.freshservice.com/support/solutions/articles/16000009198 Mobile Device Install - https://nobis.freshservice.com/support/solutions/articles/16000015658 Login Instructions for Desktop - https://nobis.freshservice.com/support/solutions/articles/16000005651 Please note that instructions may slightly change due to the developers updating the application. If the instructions are obsolete where they don't help at all, please let us know.

This is taken directly from 8x8's website. https://docs.8x8.com/8x8WebHelp/8x8-work-for-desktop/Content/workd/faq-phone-calls.htm#audio-device-issues

Summary Email signature lines are automatically created on outgoing emails leaving the server, not the Outlook program. The company uses a program to do this and does not utilize the built-in email signature feature of Outlook. Please note that you WILL NOT see the signature when you are composing the email or even when you look at the email in Sent Items. The automated signature is attached to the end of your email AFTER it leaves our mail server. If you want to test seeing your signature, send an email to yourself. There is no need to go into Outlook to create a signature line unless you want to add more information. If you do this, you'll have two signature lines. The information that is used to create your signature line is pulled from your computer account. When HR submits an onboarding, they generally use the information you provide. The signature line can be modified slightly. The logo and format cannot be changed. Names and phone numbers can be changed. Job titles are standardized and will remain the same according to corporate. Changes If you require a change to your signature line, managers or HR can submit changes using the "Employee Change Request" through the Service Catalog in the ticketing system. 

Copy of original letter. The links below may require Duo Security authentication. Duo enrollment link under quick links. Welcome aboard! Your corporate Information Technology team is located at Nobis Rehabilitation Partners Corporate office in Allen, Texas, north of Dallas. We want to ensure your IT experience will be a pleasant one. Please feel free to explore the company portal "The Landing." You'll find everything you need. Links are located in the quick guide below.   By now, you should have received your computer login information from your manager. Please reset your password as soon as possible. Your computer login credentials will give you access to our Network File/Folders, Email, and VPN. Most employees will have access to WellSky and should have a WellSky welcome email sitting in your mailbox.   -------------QUICK GUIDE-------------     Description Links Computer Login Typically, your first name initial, and last name spelled out. Password given by manager or HR.   Duo Two-factor Authentication (2FA). Used to authenticate when accessing the company network. Duo Enrollment Accessing "The Landing" Portal  The portal for most of the company applications. Accessed by signing into the browser with your email and password. The Landing Email Office 365 email. Almost everyone in the company will have email, depending on the position. How to access email WellSky Electronic Health Records. Accessed from "The Landing." Credentials sent to your email.   OneDrive A place to store your files safely. Save my files Phone (8x8) Company phone system. Employees that require a phone will be assigned a line.  How To's   Hospital File Shares File shares by hospital and department. How to access File Shares Managed Favorites Company favorites located in web browser favorites bar.   Computer Use Policy Found in Healthicity. HR provides login information.   Healthicity VPN Virtual Private Network. Used by certain job positions that require remote access. VPN IT Portal Used for incidents, requests, manager approvals, and solutions. This can be accessed from "The Landing." IT Portal     New! IT Orientation Video’s now available on the “Landing.” Click here or scroll towards the bottom of the “Landing” and visit the IT part. This is not mandatory to watch but more informational to watch. Our information technology team is here to ensure the technology side of things runs smoothly. Although we are a small department, we will respond to issues as quickly as possible. We use an online ticketing system called FreshService that is accessible through the company portal. Please use this to create an incident or request. Our solutions database will display potential answers to your problem as you type in your issue. You can click on any of the solutions presented and see if it helps resolve your issue. If not, you can go ahead and create the incident, and we'll reach out to you. An alternative way of raising an incident is to simply send an email to ServiceDesk@nobisrehabpartners.com with the description of your problem in the body of the email and a very short summary in the subject.   Most computer issues are resolved by rebooting the computer? It will fix 90% of problems. Rebooting your computer at least once a week is a good practice to keep your computer up to date. Your IT Department Team Members:   Kyle Johnson                 Corporate Director of IT LinkedIn Scott Plummer               Senior Systems Administrator LinkedIn David Bright                  Manager, IT Service Management LinkedIn Marie Cote                EHR Specialist LinkedIn Nancy Grabowski         Technical Support Specialist

Note: The 3 most important items a provider needs to remember when registering and/or using Dr. First:   Signing Passphrase (created when they get their email invitation) Security Question (created during the invitation) Signature Password (used when they send the escript) – this is a standard defaulted password.  The user can change this within Dr. First. EPCS: Reset My Passphrase (Forgot Passphrase) Follow This article provides step-by-step instructions on how you can reset your EPCS passphrase using the 'Forgot Passphrase' link. Note:  Please be aware that if you received a lockout notice, that any actions related to EPCS will receive the 'Authentication Failed, Access is denied' error during the lockout period.   Passphrase Reset: Start on the EPCS Gold login page, then follow the steps outlined below: Step 1: Click Forgot Passphrase. EPCS Gold login page (click to enlarge) Note:  Please be aware that if you have received a lockout notice, any actions related to EPCS will receive the 'Authentication Failed, Access is denied' error during the lockout period.     Step 2: Follow the steps outlined below: (A) Enter your NPI number. (B) Enter your entire Serial Number (S/N) or Credential ID, including the letters without spaces or dashes. Token Serial Number/Credential ID Format VIP Access SYMC######## SYMD######## VSST######## Symantec (Hard Token) AVT######## FT######## OneSpan ######## Serial Number (S/N) or Credential ID from your active token. Visit the following article for more details: What Type of Tokens Are Available? (click to enlarge) (C) Click Next Step. Step 3: Follow the steps outlined below: (A) Click the Select Token dropdown menu and select your token brand. (B) Enter the email address associated with your account (EPCS Registration Email). (C) Enter the OTP (One Time Password) from your token. (D) Click Continue. (click to enlarge) Step 4: You will receive an email to reset your password. The subject of the email is Prescriber reset passphrase notification. Click the Reset Passphrase Link provided in that email. You will be redirected to the Reset Passphrase page on EPCS Gold. Passphrase reset email (click to enlarge) Step 5: Follow the steps outlined below: (click to enlarge) (A) Enter your NPI number. (B) Enter your entire Serial Number (S/N) or Credential ID, including the letters without spaces or dashes.  Token Serial Number/Credential ID Format VIP Access SYMC######## SYMD######## VSST######## Symantec (Hard Token) AVT######## FT######## OneSpan ######## (C) Click Continue. Step 6: Follow the steps outlined below: (A) Click the Select Token dropdown menu and select your token brand. (B) Enter your OTP from your active token. (C) Click Continue. (click to enlarge) Step 7: You will be prompted to answer the Security Question that you initially set up during the EPCS registration process. Enter the Security Answer, then click Continue. If you don't remember the security answer to your security question, please submit a ticket/request. We will send you a new EPCS registration link, where you will need to complete registration again and create a new passphrase. (click to enlarge) Step 8: Enter a New Passphrase, then retype it next to the Confirm New Passphrase field. Click Continue when finished. Your new password must adhere to the following requirements: at least 8 characters at least 1 upper case letter at least 1 number avoid special characters (click to enlarge)