14 Dec 2010

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1. Cynthia Woodfield - FM Houston Fab
DONE
407-822-2633
Detailed Problem Description: cw052191
Error Message: NA
Troubleshooting/Solution given:
Contact Phone#: NA
Preferred time to contact: NA
Computer Name: NA
Make & Model: NA
IP Address: NA
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2. Chad Roy - Printing Email Server PDF File
DONE
203562
10024828
>> Chad Roy called back.

>> He is unable to print from IE.
>> He tried again and it worked.
Hence closing the case.
Detailed Problem Description:
Error Message: NA
Contact Phone#: NA
Computer Name: NA
Make & Model: NA
IP Address: NA
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3. William Ward network Connection - Last Night Error Message
DONE
Detailed Problem Description: William Ward - ww033024 called in saying that he i
s unable to work with Outlook and IE is not responding.
- Took control.
- Terminated Outlook session from Task Manager.
- Unable to Open IE.
- Closed all the instance of IE from the Task Manager.
- Deleted Temp Files and Temp internet files.
- Deleted Cookies from IE.
- Restored the Default settings of the browser.
- Run the Disk Cleanup process.
- Offered a call back as it was taking time.
- Called him back.
- It is still taking a longer time to load his NT Profile when logging in.
- Created a new NT Profile and he was able to login fine.
- Again deleted the new NT Profile and made his old NT Profile as default again.
- Restarted the computer.
- He was able to login fine to the computer with his original NT Profile.
- Both Outlook and IE is working fine now.
- He is all set.
- Hence closing the case.
Contact Phone#: 321-724-5880
Computer Name: H0810871
IP Address: 11.15.50.168
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4. Trey East Ricoh Replaced new one scan as well Email to our Associates
IP Address:
IM DONE 62369
Detailed Problem Description: Trey East - te034127 called in saying that he rece
ived a new Ricoh MFP Printer and needs the Email scan option setup on the MFP.
- He received a new Ricoh MFP Printer.
- Needs the Email scan option setup on the MFP.
- Make & Model: Ricoh MP4001
- Serial No.: V7905900409
- MAC Address: 00.26.73.19.75.92
- He said that he already contacted the Ricoh Support and they said that they wo
uld need to get a valid IP Address to setup the Scan-Email option.
- He also said that we need to setup an Admin account ID and Password to adminis
ter the MFP Options.
- Guided him to print a configuration page from the RICOH MFP and got the IP as:
169.254.117.146
- Guided him to check the Network cable. It connected properly and the network L
ED was Litup.
- Tried to unplug and plug in to a different wall jack and printed the Configura
tion page but still the same IP Address.
- Looks like we need to Cold Reset the Ricoh MFP to get a Valid IP Address.
- Hence dispatching the case to the Level 2 Team to assign a Static IP Address t
o the new Ricoh MFP.

Make & Model: Ricoh MP4001
Serial No.: V7905900409
MAC Address: 00.26.73.19.75.92
MFP IP Address: 169.254.117.146
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5. David Dalrymple
PO WC Prism System
IM DONE 203818
PO Printer change Will Call Truck Order Printer
Branch 157
P806
WC Directory Page.
Detailed Problem Description: David Dalrymple - dd033720 called in saying that h

e needs the Printer routing changed to Printer - P806 in PRISM and WC Directory
Page in Store 157.
- He needs the Printer routing changed to Printer - P806 in PRISM and WC Directo
ry Page in Store 157.
- Store No.: 157
- He needs the PO Printer, Will Call Printer and Truck Order Printer to be routi
ng to the Printer P806 in both PRISM and WC Directory Page for the whole store.
- Hence dispatching the case to the SAC Team.
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203836 ->> Called back June Atchley. >> She said that she always had this issue
and it was never fixed. >> She works on her personal computer at home and logs i
n to the Portal.hdsupply.com to access her Emails. >> She launch the MS Outlook
2003 App from the Portal and it opens up fine but she gets an error as "Unable t
o open your default e-mail Folders. The Microsoft Exchange Server is not availab
le. >> Took control of her computer at work. >> Guided her to the Citrix and lau
nched outlook 2003 and it gave the same error in Citrix too. >> Server Name: GHD
SCTS009 >> Hence dispatching the case to the Level 2 Team. kindly configure her
outlook mailbox in her Citrix Profile.
---------------------------------------------------6. Alan Ademis - Area Wireless ENABLE - DELL Lenovo Laptop
Detailed Problem Description: aa048604 called in saying that he is unable to con
nect to the Wireless on his Lenovo Laptop.
Error Message: NA
Computer Name: h1020937
Make & Model: NA

IP Address: 11.225.6.60
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7. Mark Garrison Office PC WYSE -> 058-11297-d-c-x.corp.wc.net IM DONE 527711
IM DONE 203868
Detailed Problem Description: Mark Garrison - 10010720 called in saying that he
is unable to launch citrix Applications like PRISM.
Error Message: "Cannot Connect to the Citrix Metaframe Server."
- He is unable to launch citrix Applications like PRISM.
- Took control.
- It is WC Desktop Computer.
- It is not in HSI Domain.
- It is giving an error. Took a screenshot of the error.
- Downloaded the Citrix ICA Client from the Shared drive to re-install the Citri
x Program but it failed.
- Tried to uninstall it but it is not taking any of the Admin Passwords.
- Hence dispatching the case to the Level 2 Team. Kindly suggest.
Computer Name: 058-11297-D-C-X.corporate.whitecap.net
Make & Model: HP Compaq DC 7100 CMT
IP Address: 11.8.140.181
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8. Franshawn Level 2 Team - MS Office 2007 Email By Vilet. not possible
Utilities
Detailed Problem Description: fr045074 calld in sa
Error Message: NA
Computer Name: NA
Make & Model: NA
IP Address: 11.25.24.159
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9. 11.231.14.201
h1021563;11.231.14.201 203896
Jeffrey Durgess
Wireless - VPN Client - Virtual Adaptor
Detailed Problem Description: jb010151 called in saying that

Error Message: NA
Make & Model: NA
IP Address: NA
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10. John Hand - Home Office Desktop HDD Rescue Detailed Problem Description: John Hand Error Message: NA
Contact Phone#: NA
Computer Name: NA
Make & Model: NA
IP Address: NA
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11. Michael Frescoia
203708
as052840
407-822-2633
10023710
>> Michael called back. >> He said that Andrew is not there right now. >> Gave h
im Andrew's User ID. >> Requested him to call the PRT and get his Password reset
so that he can login to the Computer. >> He said that he would call back tomorr
ow after having his Password reset. >> Updating the case.
Error Message: NA
-
Contact Phone#: NA
Computer Name: NA
Make & Model: NA
IP Address: NA
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12. Jack Leaning - Wondering Faxing PRISM - Track It
Detailed Problem Description: 10011047

Error Message: NA
Computer Name: NA
Make & Model: NA
IP Address: NA
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13. Karen Roy - 202572
ksuroy@gmail.com
Error Message: NA
Make & Model: NA
IP Address: 11.225.7.45
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>> Called back John Mazzotti.
>> He said that he lost a Folder in the Public Drive "\\gscnas03\public$"
>> Name of the Folder is: "John Mazzotti"
>> He last used this Folder in the month of October.
>> He is not sure exactly when it went missing.
>> Informed him to use the Home Drive instead of the Public Drive as the P: Driv
e is not secure.
>> But he needs that Folder recovered as it contains very important data.
>> Hence dispatching the case to the Level 2 Team.

14 Dec 2010

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>> Chad Roy called back.

Contact Phone#: 713-545-5031

Detailed Problem Description: David Dalrymple - dd033720 called in saying that h

Make & Model: NA

Wireless - VPN Client - Virtual Adaptor

Detailed Problem Description: jb010151 called in saying that

Detailed Problem Description: 10011047

Detailed Problem Description:

Preferred time to contact: NA

Detailed Problem Description:

Preferred time to contact: NA

Detailed Problem Description:

Preferred time to contact: NA

Detailed Problem Description:

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Detailed Problem Description:

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