Our Client Support

Typically, accounts only become locked if someone enters their password incorrectly a certain number of times, depending on a business’s password policy.  Whilst this is an easy fix, it can be frustrating for users who are unable to gain access to their systems whilst waiting for us to unlock their account. 

Quick checks before entering passwords into machines are to make sure the Caps Lock isn’t on and, if you get it wrong twice, just slow down and check each key as you type to make sure you aren’t pressing something incorrectly.

Most of our home/mobile users are utilising some kind of VPN to connect back in to their office to gain access to legacy systems that are not Cloud compatible.  VPN connectivity is dependent on several elements all being in place including a working internet connection from the device, associated access software correctly configured, VPN permissions being set and any security tokens / groups being enabled as required, in addition to MFA being operational in some circumstances.

It is always worth checking in the first instance, if you are in a public area, that the Network you are on permits connections to private VPN services as some will block this.  Typically most VPN issues can be resolved by resetting the credentials however – the locked account mentioned above can prevent access without your users realising.

As we travel and work from differing locations connectivity is key.  Almost everywhere we go there will be some kind of Wireless service available, although these may not always be accessible to us.  In the majority of areas, where Wifi access is permitted, we will be able to connect with no problems, however there are a number of occasions where access to Wifi Networks can prove problematic.

In some cases, if this is a Wifi network you have used before, simply “forgetting” the saved details you have for the network and then reconnecting will get you back on again – maybe the security settings have changed since you last used it and a refresh is required to get connected again.  Instances where you are required to enter a passcode to connect, check the syntax carefully – a lower case L can look a lot like a number 1, for example – so simple mistakes in translation can prevent access from being permitted.

You can either physically check the device interface, or from your desktop you can open the web page of the machine by entering the IP address, however, we advise that you should have device management software installed so that we can automatically alert you.

ISDN is your more traditional phone line that runs over a copper cable to your local telephone exchange.