Not Working / Broken

Most hardware/tech outage tickets resolve when the affected device or service is restarted, re-tested, or a replacement is sourced promptly.

• Verify the scope first — check whether the issue affects only one user or everyone. If colleagues are unaffected, the problem is likely isolated to a single account or device configuration rather than a system-wide outage.
• Test and document the device — for physical hardware (e.g., emergency phones), power-cycle the unit and confirm it can connect to the network. Take photos of the device and note when it last functioned correctly; this speeds up remote troubleshooting.
• Gather required device identifiers — for cellular or network-connected phones, dial *#06# on the keypad to retrieve the IMEI number. Have this ready before escalating to an admin or vendor.
• Use a workaround while waiting for a fix — if a scanner or shared device is malfunctioning for one user only, ask a co-worker to forward scanned documents or perform the task temporarily so workflows aren't blocked.
• Check network credentials and settings (admin only) — pool phones and similar network-dependent devices often lose connectivity after seasonal downtime. An admin may need to re-provision the device or update network settings.
• Replace rather than repair if cost-effective (admin only) — if the device is out of warranty or a service contract is not available, management may choose to purchase a replacement unit directly.

If none of these solve it, file a ticket and include: the specific device type and model, the IMEI or serial number (if applicable), photos of the hardware, the date the device last functioned, whether the issue is isolated to one user or site-wide, and any error messages displayed.