Summary This should only apply to people that have been given a license to edit PDFs. If you did not request a license, you are more than likely using Adobe Reader and this will not apply to you. You may receive this message while you are trying to use the application to open or edit PDFs. The license may be valid, but the message remains. Instructions Things to try first: 1. If you are currently in the program, try signing out of it and sign back in. 2. Try opening the program first before opening up the PDF. Open Adobe Pro DC from the Windows Start button and see if it prompts you to sign into the program. If none of the actions worked above, go ahead and open an incident with the Service Desk.

Summary The instructions provided below are for people who have requested and approved to use Concur. Most users will be your travelers, marketing team, and Leadership. First, if you haven't done so, please request Concur access through the Service Catalog of the ticketing system. It will go through approval. Once approved, follow the steps below. There are two methods: the website or the Concur app on your phone. Method 1 will go through the most popular way, the App. Method 2 is through a website. Please be aware that app Developers are always updating and making changes, so the instructions below could change, but they should be similar. If the instructions become unusable, please let us know and we'll update them. ! Note: The "Forgot My Password" does not work. Concur is linked to your computer account IF you requested access to Concur. If you don't see "Hospital Single Sign On" as an option, you do not have access. Please be advised that IT will not be able to troubleshoot the app itself. If you have problems with the app, it's best to update the phone's Operating System, and possibly delete and reinstall the app. Instructions There are two ways of accessing Concur. Method 1 is through the mobile app. Method 2 is through the Website: https://www.concursolutions.com/nui/signin Method 1 - Concur Mobile App 1. Download the Concur App from the App Store of your mobile phone. 2. Open App and enter your company email and tap Next. 3. Sign in with "Hospital Single Sign On." If you don't see this option, you don't have access to Concur. Please request it through the Service Catalog or check the status of your Concur request. 4. Choose your account. This should be your company email. 5. Enter your computer password then tap Sign in. 6. You can choose what you want, this is your personal preference. Happy Expensing! Method 2 - Web Site 1. Open the browser and go to concursolutions.com/nui/signin. 2. Sign in with your company email. 3. Sign in with "Hospital Single Sign On." If you're already signed into your company laptop, the page Concur web page will open. That's it! 4. If the page does not open automatically because you are on a personal computer, then you'll need to sign into Microsoft. 5. Enter your password and sign in.

Summary Your hospital may want you to use Microsoft Teams for internal communications, and Microsoft Teams is perfect for it. It is HIPAA and PHI compliant, so you don't have to worry about patient information leaking outside the app. Some of you may be already familiar with Microsoft Teams, but you'll find out our company has some things locked down for the moment, such as Channels. Any employee with a company email will be able to use this app. Windows 11 users will already find it installed on the computer. Windows 10 users will need to install it. Instructions below. Employees will also have the capability of using it on their mobile devices. The IT department will not support personal devices. You'll find Windows 10 and 11 instructions below. Windows 10 includes download instructions. For the moment, the TEAMs function is turned off, so if you try to join a team, it's not going to work. Please use Chat. NEW! Teams is now accessible on the Landing. It's the web version of it, but it will work with all email licenses in the company. !NOTE: Teams doesn't replace the 8x8 phone system. If your hospital still uses 8x8 for internal text messages, use it. It's up to your hospital to define how to use internal messaging. Microsoft Teams is mentioned because it's widely available to every email license user. It allows more open communication amongst your colleagues. YOU MUST BE ENROLLED IN DUO IF USING THIS APP ON A MOBILE DEVICE OUTSIDE OF THE HOSPITAL. If you're a new employee and haven't enrolled in Duo, please check your email and find your Duo enrollment email. If you don't have an enrollment email or it's expired, please create an incident. Failure to enroll will prevent you from using the application. There is no bypass code to be given. Instructions The Cloud version of Teams can also be used in addition to the installed versions. This is found on the Landing page as well. Windows 11 - all Windows 11 will already have it installed on the computer. It's one of the first programs you'll see load up. 1. You can navigate to the search icon and type "Teams", and you should see the app available. Click on the app to launch it. 2. If you haven't already done so, you'll be asked to log in using your company email. Do not use your personal email. 3. The function your hospital should be using is "Chat." You may already be included in a chat room. You will see the name of the chat room at the top, how many members, and the chat field below to begin your conversation. You can watch the video found here. 4. New chat rooms can be created by simply right-clicking on the chat icon. Windows 10 - this will require a manual install. No admin required. 1. You'll need to open a web browser. You can search for Microsoft Teams download or click the link found here. Choose "Teams for work or school." It doesn't require an Admin for the installation. 2. You can access Teams by using the search bar and typing "Teams" or clicking on the Windows Start button and scrolling down to Microsoft Teams. 3.  You'll sign in with your company email once opened. You can view the Windows 11 instructions above for reference. Using Teams other than Chat It is possible to use Microsoft Teams other than chat. That's what the program is all about, collaboration. You can hold meetings through it or use it for one on one conversations. If you need more information about it, you can visit Microsoft's website. Please note that Channels have been disabled for the time being. The other features should work or it could be limited. https://support.microsoft.com/en-us/office/microsoft-teams-video-training-4f108e54-240b-4351-8084-b1089f0d21d7

Summary If you see your badge printer in the Windows Printer list, but don't see it in the Easy Badge program, then it's possible there is a setting problem, corrupt driver, or outdated Easy Badge program. Instructions The first thing you want to do before you troubleshoot is rebooting your computer and ensure any Windows updates are installed if any.  1. One of the easiest things you can do first is updating the Easy Badges program. Visit the website https://easybadges.com/ and go to the "Free Easy Badges Download," and download the "Free Trial for PC." It will require IT to install it, but the user can download it. 2. If updating doesn't work, you can try updating the printer driver, but first, do a test print. If you can do a test print to the badge printer, there are no communications or printer service issues going on. Do a test, by removing all but one or two badges so it doesn't accidentally print to several badges. Visit the Windows printers. You can right-click on the printer and do a test print. If it prints, then there is nothing wrong with the computer seeing the printer. If the printer is missing - the driver may not be installed If the printer is greyed out - the printer driver is installed, but not on or connected. Check the power and USB cable. If you see the printer, but nothing is printing, try unplugging the printer for about 30 seconds to reset it and try again. If you see the printer, but nothing is printing, the driver is possibly corrupt. Have IT reinstall the driver. 3. LAST RESORT. In the menu, there is an option to "Clear Config." This will wipe every current setting in Easy Badge, including the templates it saves locally. Please ensure templates are stored elsewhere. When you clear the configuration, your printer should show up as long as you can see the printer from the Windows Printer list.  If all else fails, and IT is unable to fix the issue, it may require the support from Easy Badges company. When you visit the website, you'll see Skylar offering help. He's a real person and the guru of Easy badges.

Called Nitel and had them restart the vpn service and the authentication service.

Summary This will apply to most Windows applications including websites, connectivity, and services like printing. There are several reasons why programs and hardware become unresponsive, but the main causes in most situations are computers not being rebooted for several days to weeks, a recent update, or software corruption. Most of these issues are simply resolved by just restarting the computer. Shutting down isn't necessary but it adds an extra step of manually pushing the power button. Signing out doesn't count since the Operating System is still up and running. Sometimes it's nothing on the computer that is the issue but the website itself and the IT department can't do anything about it other than report it to our vendors. Please note the IT department will work with vendors we administer like WellSky, CarePort, eRehabdata, etc. For websites utilized outside our realm will be the responsibility of the user to contact IT support from that company. Software updates are "supposed" to fix known issues, but they can break certain things during the process. This is why it's important to reboot so the update wraps up the update. Sometimes compatibility issues arise from updates causing certain functions not to work. Troubleshooting 1. The very first thing to do is reboot (restart) the computer. If there are any updates, allow them. This will resolve almost all issues. Navigate to the Windows Icon on the taskbar.   Logging off or signing out is NOT the same thing. Right-click on the icon and click "Shut down or sign out." You may see options to "Update and Restart." Please do. If you don't see any updates, you can force Windows to check for an update. Type "Update" in the search bar of your taskbar and click on it. Run updates. 2. If the problem persists, try running driver updates for the computer. Since the company uses Dell computers, there is a program called "Dell Command Updates" that is installed on the computers. If you're missing this program, please let us know and we'll install it. Click on Windows Start and look for it or type "De" and find it. When the program opens, click on "Check" and follow the prompts. It's advised that laptops are plugged in because some of the updates require firmware to be flashed. If you don't do this, then the update may skip this important step. Click on the "Check" button and then follow the prompts for installation. It's advisable to be connected on power as critical updates require this. Avoiding critical updates can cause issues with your computer. 3. Sometimes the program itself requires updates. Open the program and look for anything that says check for updates. Some are automatic and it will do it for you. Some program updates may require you to reboot. Some updates may require administrative permissions. If this is the case, create an incident with IT and we'll remote in and run the update. Worse case scenarios are when updates don't work or your IT department can't fix the issue because the software corruption is so severe that any actions performed don't work. This may require a re-image of the computer. Your IT department will let you know if this needs to happen if all of the above actions don't work. It's important that you make sure you save your work. If you haven't done so, make sure you've signed into One Drive. If you require any assistance, please create an incident or reply to your ticket. Rebooting your computer at least once a week could help prevent problems. Updates are necessary to fix bugs or security updates. It also flushes the memory closing out any programs causing issues. Related Article Computer won't boot

Summary Since Consensus is an eFax service, there isn't going to be a lot of troubleshooting, but you can look for obvious things first such as internet and connectivity. Please keep in mind that eFax emulates real FAX machines. It could average about a page per minute. There is no busy line when someone faxes you. eFax service uses a multi-threaded line, therefore multiple people can eFax you at the same time. Troubleshooting 1. Check your computer's connectivity (if applicable.) If you're on a desktop, check your network cable. If it shows you're connected, check your internet by visiting different websites. Check your Wi-Fi if using a laptop without the docking station. As long as you have internet, it should work. Laptop on a docking station. Your laptop can still use Wi-Fi while connected, but your docking station should have an ethernet cable plugged behind the docking station. Ethernet cables are more reliable. If the cable is missing, find a cable or get maintenance to get you one. 2. Verify if there is an internet outage. There is a difference between connectivity and internet service. Your computer can be connected to the network, but the network itself may not have internet service. Visit any public website in your browser such as msn.com, yahoo.com, or youtube.com. If those websites open, then you have service. An outage means the entire hospital is experiencing the same issue. 3. Check your Consensus Dashboard. The message failures marked in red should give you an indication. 4. If you're not receiving, check "My Intake." You can view the "Activity" of the fax. It should tell you what the problem is. 5. If you're not sending, check "Release." You can view the "Activity" for failed faxes. If you hover over the "Failed" message, it will also show "All Activities." The error code could be useful if you create an incident with Concensus. It's not a big deal if you don't have it since the Consensus support team will have visibility of the error as well. Troubleshooting - not receiving (my intake) 1. If you're NOT receiving. Try a simple test by dialing your own FAX number. You should hear it ring a few times and then pick up the sound of the modem. Send a FAX to your eFax number from any of the three copiers in your building. There is one in administration (Work Room) and one at each Nurse Station Main (floor printer). There should be a label on the copier with the FAX number. Have the sender send a FAX to any of your three FAX machines in your building as a work around. There is one in administration (Work Room) and one at each Nurse Station Main (floor printer). There should be a label on the copier with the FAX number. 2. If you're sending, but they aren't receiving. Try dialing the receiving end's FAX number. You should hear it ring a few times and then pick up the sound of the modem. If you don't hear it, then the problem is on their side. Send a test FAX to one of your own FAX machines. There is one in administration (Work Room) and one at each Nurse Station Main (floor printer). There is a possibility there is a billing issue with the account. If this is the case, the vendor will stop service. The IT department will work with our company's Finance department and investigate. No sound of ringing or the modem indicates a problem. If you suspect it's Consensus, let us know and we can contact Consensus on your behalf, or you can contact them directly as well. They'll want your eFAX number or your email. Please don't use the 8x8 number as this is forwarded to your eFax number. Consensus Support Mon-Fri: 5:00 am – 5:00 pm Pacific: (844) 804-1234 You can email support: support@consensus.com If you need assistance from your IT department, you can create an incident with us. However, we would recommend that you try the troubleshooting steps mentioned above first.

Summary  Apps that don't respond on a personal mobile device can usually mean that the application is not working due to an issue with the phone. Although your IT department can't troubleshoot personal devices, we can have you try some things to help resolve your issue. This should apply to Androids, iPhones, and tablets. Please remember that mobile devices are nothing but small computers and they will behave like any other computer. Instructions This should apply to any of the applications that the company uses including 8x8, Outlook, Duo, and Microsoft Teams. You can also verify if it's an account issue by opening these apps on your computer. If it works on the computer, then it's not an account issue. If the app is specialized for mobile devices only, then it's possible there is a problem with the app that the IT department will have no control. 1. Have you rebooted the mobile device? Make sure you see the splash screen of the device when you reboot it. Locking the screen is not rebooting the device. 2. If you rebooted the device and it didn't fix the issue, have you run software updates for the device? This is what's most likely causing the issue. The device Operating System may need updating OR the app itself needs updating. 3. If you did the first two steps and are still unsuccessful, try uninstalling and reinstalling the app. If the mobile device is company owned such as a tablet, you may want to consult with your IT department before deleting the app since it's considered managed. It may prevent the user from reinstalling it. This is the extent to which we can help with your personal device. As mentioned earlier, if you are able to use the application on a regular computer but not the phone, the problem is the phone itself or the app.

Summary  Applications such as Microsoft Teams or 8x8 use the camera as a shared resource from the computer. Sometimes the application that is using the resource doesn't let go of it. What happens next is when you try using another application using the same resource, it doesn't allow it, or it doesn't work. Instructions The easiest method to fix this is to reboot the computer. Please don't confuse a shutdown with a restart. This may not be feasible for some folks since back-to-back meetings occur. If you want to stay in Windows but want to kill the application that is grabbing hold of the camera, you'll need to open Task Manager. 1. Open Task Manager. Windows 10 - you can right-click anywhere open area of the taskbar and you'll see a list of commands. Click on Task Manager. Windows 11 - right-click the Windows Start Icon. Click on Task Manager. You can ultimately search for "Task Manager" through the Windows search bar or Search Icon. 2. After you open Task Manager, you'll see the window open. It may open in "few details" the first time opening. Click on "More details" to expand the window.     3. After clicking on "More details", you'll see an expanded version of the Task Manager. Make sure you're on the "Processes" tab. In this example, we see both 8x8 and Microsoft Teams running. One or both of these applications will need to be closed so the Camera is "released." The next step will show you how to end the process. 4. To close the program fully, you will right-click on the program you want to stop. In this example, Microsoft Teams was right-clicked and an option to "End task" was given. When you click End task, it will fully close out the program. You will need to do this to whatever program is holding onto the camera. You may need to do both 8x8 and Teams if you're unsure. You can alternatively click on the application itself and click on "End task" in the lower right corner of Task Manager. It'll do the same thing. Right-click method                                                                                  Left-click to select method You are done! You should be able to relaunch the program and the camera should be available for use. If this method doesn't work, then you'll need to reboot the computer.

Summary This article will apply to both desktops and laptops. The symptoms may include: Won't boot Stuck on boot, keeps spinning Blue or black screen Troubleshooting Laptop 1. If it does not boot at all. a) Make sure the laptop has power. Your power adapter should have a power indicator to let you know it's charging. b) If docked, try undocking it and powering it up without any attachments including flash drives and dongles. c) If you don't use a docking station, unplug everything as mentioned above including the power adapter and try powering it on. d) Last resort. This is called a hard shutdown/reset. Holding down the power button for 30 seconds will reset the laptop. It's possible it'll power on before 30 seconds, if so release the power button. If it doesn't, please ensure you hold it down for 30 seconds. Don't guess, use a timer. 2. Stuck during boot. The icon keeps spinning. This could be the result of Windows failing to update, stuck on a process, or failing to resume from standby or sleep. a) First, it's best to allow it to spin for several minutes. Sometimes Windows is in the process of resuming, updating, or repairing. 10-20 minutes is usually sufficient.  b) If it's still spinning after several minutes, you'll need to perform a hard shutdown. Look at Step 1d above. 3. Blue or black screen. Sometimes known as the Blue Screen of Death. This usually happens because Windows crashes.  a) In some cases, it's recoverable if you try rebooting the computer.  b) If it's stuck, you can try step 1d. c) If all else fails, you'll need to create a ticket with IT. It's possible the Windows Operating System is corrupt. The IT department will determine a course of action. Desktop Desktops will be similar to laptops in the way it performs. The only difference is that it doesn't have a built-in battery like a laptop. The only exceptions are the Work Station on Wheels (WOWs). The computer in WOWs is powered by a battery in the cart itself. It doesn't quite behave the same as a laptop. 1. If it does not boot at all. a) Is the computer plugged in? The computer will use a barrel connecter power adapter that plugs into the backside of the computer. It's located on the back right side. b) Check the power adapter itself. It comes in two pieces, the plug, and the power adapter. It's possible the plug has separated from the power adapter. Make sure it's snug. c) Check the power source. Is it plugged into a surge protector or outlet? It should be plugged into a surge protector. It's possible the surge protector is bad, or it's tripped. If tripped, it will have a RESET. d) Is it the outlet itself? Outlets will connect to an electrical box in the building. If it tripped, then your building maintenance people will need to look at it. You'll need to create a facility ticket with them. e) Last resort. This is called a hard shutdown/reset. Holding down the power button for 30 seconds will reset the dekstop. It's possible it'll power on before 30 seconds, if so release the power button. If it doesn't, please ensure you hold it down for 30 seconds. Don't guess, use a timer. 2. Stuck during boot. The icon keeps spinning. This could be the result of Windows failing to update, stuck on a process, or failing to resume from standby or sleep. a) First, it's best to allow it to spin for several minutes. Sometimes Windows is in the process of resuming, updating, or repairing. 10-20 minutes is usually sufficient.  b) If it's still spinning after several minutes, you'll need to perform a hard shutdown. Look at Step 1e above. 3. Blue or black screen. Sometimes known as the Blue Screen of Death. This usually happens because Windows crashes.  a) In some cases, it's recoverable if you try rebooting the computer.  b) If it's stuck, you can try step 1e. c) If all else fails, you'll need to create a ticket with IT. It's possible the Windows Operating System is corrupt. The IT department will determine a course of action. Related Article Unresponsive Applications