IT FAQs
Browse our Frequently Asked Questions (FAQ), where we have compiled a list of common questions and possible solutions to help aid you in solving your own computer issues.
IT Frequently Asked Questions (FAQ)
How can I reset my password for my email, computer login, Costpoint, …?
Please contact IT via the Assistance Request Form, selecting “Password” for “Type of Problem” and including in the description where you want your password to be reset (email, etc.). Do NOT send your new password over email or the Assistance Request Form.
| My computer does not turn on, what do I do now?
Check that the power cord to the docking station or to the laptop is plugged in and not connected loosely. If the power cord is connected to a power strip, make sure that the power strip is working (check if other devices attached to the same power strip are on as well, or try plugging the computer’s power cord to a different power strip or outlet). What do I do when my computer crashes? Press Control + Alt + Delete and start the Task Manager, and under the tab “Applications”, select the task that is not responding and click “End Task”. This should stop the non-responsive application. If after a few minutes the computer is not responsive, or the computer is frozen and can’t bring up the Task Manager, restart the computer: hold the power button to turn it off, and press it again to turn it back on. What do I do if my hard disk fails to work? Shut down your computer and turn it back on. If the computer fails to start, please fill out the Assistance Request Form choosing “Computer Hardware/Software” as the topic, and note the following in the detailed description: when this problem started occurring, what applications you were using/actions you were doing beforehand, and any other details you would like to include. How do I find my computer’s name? Go to File Explorer, and on the left menu, right click “Computer” or “This PC”. Select “Properties”. Your computer’s name will be listed under “Computer name, domain, and workgroup settings”. Why can’t my computer play audio? If your computer is connected to an external monitor, then the audio may be outputting to the monitor’s speakers instead of the computer’s speakers. Here’s how to check: Go to Control Panel -> Sound (view by icons to find it). Under the tab “Playback”, select the device where you want the audio to be outputted. Make sure that the volume is not muted and up on the device you’re using. Otherwise, you may need a new sound driver. Please use the Assistance Request Form to contact IT. |
Why are my emails not getting delivered?
The recipient may have had a change in their email address. If they are an employee under Epsilon Systems, try clearing your cached email address for this recipient and grabbing their updated information from Epsilon Systems’ global address list. Here’s how:
In Outlook, open the email message you’re sending. Type in an email address into the “To…” field. A dropdown menu of email addresses should appear. Click “X” to the right of the email address you are sending to. On the top menu bar, go to Message -> Address Book. Find the name of the recipient you are emailing and click the “To…” button to add them.
Am I able to have email on my personal phone?
Per the new DFARS policies Epsilon Systems is implementing across the company, we cannot have company email on non-company issued phones or phones without our Mobile Device Management software on it. You will always be able to access your email from your mobile device via a web browser at login.microsoftonline.com.
Outlook shows not connected. What can I do?
Most email issues are due to a bad password being entered. Check to see if you can connect to email via webmail at login.microsoftonline.com. This will let you know if we are having email issues, or if your email address and/or password have been entered incorrectly.
I am unable to send or receive email.
Verify that your computer is able to see the internet and/or other computers to ensure that your computer is not encountering a connection issue, which would be causing your e-mail issue. Verify that you can access the webmail portal to isolate an issue with Outlook vs. email provider. Ensure that your internet email server or your network email server is not encountering issues by contacting your network administrator.
Why can’t I print to my desktop printer?
Check that your printer cable is properly connected to the back of the computer and the printer has power and is turned on. Go to Devices and Printers either from the control panel or from the Start menu, depending on your version of Windows. Check if the printer is greyed out or not. If it is greyed out, power down the printer then unplug the printer from the computer. Power the printer back up and plug back into the computer.
How can I get the latest version of software I am using?
Please fill out the Assistance Request Form specifying “Computer Hardware/Software” under “Type of Problem”, and the name of the software and version number under “Detailed Description”.
My computer keeps telling me to restart for updates. Should I?
Please restart your computer as needed until the notifications to restart for updates are cleared.
How can I get Windows updates?
On the Windows Start menu, search for “Windows Update” and select “Windows Update”. On the Windows Update window that opens, click the “Check for Updates” or “Install Updates” button.
How can I get Dell updates?
On the Windows Start menu, search for “Dell” and select “Dell Command | Update”. On the Dell Command | Update window that opens, click the “Check” button.
Why can’t I connect to my network drive anymore?
Verify that the network cable is properly connected to the back of the computer or you are connected to Wi-Fi. Verify that you are in fact connected to the internet by opening a web browser.
In addition, if you are offsite you would need to have a VPN account to access network shares.
I can’t remote login to my computer. Why?
You may need to turn on network discovery. Open File Explorer -> Network. If you see an error message “Network discovery is turned off…”, right click on the message, then select “Turn on network discovery and file sharing”.
Does Windows come with a virus protection program?
All versions of Microsoft Windows do not come with a virus protection program pre-installed. However, your Epsilon Systems computer is loaded with Sophos Antivirus Protection and is monitored by the IT department.
How can I tell if I’ve received a spam or phishing email?
Not all emails are easy to spot as suspicious or as spam, but the following things can help identify a suspicious email: Alarmist messages and threats of account closures, promises of money for little or no effort, deals that sound too good to be true, bad grammar and misspellings, or a sender’s name doesn’t match the sender’s email address. Check the underlying email address of the sender (right click, open “Outlook Properties”, look at the email address tab.)
Do NOT click on any links, open any attachments in the email, or reply to the sender. Please forward the email to IT as soon as possible.
When in doubt about the identity of anyone on the other end of your internet connections, find a way to verify their identity before providing any information or taking any requested action that could create a vulnerability or facilitate theft of valuable property or information.
I am getting blocked accessing a website, file, etc. How can I gain access?
Please fill out the Assistance Request Form and include the error message—if any—as well as the name of the file or URL you are trying to access.