Setup / Configuration

Most Setup / Configuration tickets resolve when the requester tries a quick self-service fix first or provides enough detail for an admin to act immediately.

• Reset your password before assuming you lack access — If you cannot get into an application (e.g., Adobe, Google), visit the app's account page and use the "Forgot Password" flow. A license may already exist and just need a credential reset.
• Re-enroll in two-factor authentication when switching devices — Moving to a new or replacement computer often breaks Google 2-Step Verification. Log out, then follow your organization's 2FA setup steps on the new machine. If you are locked out entirely, file a ticket so an admin can add 2FA for your account. (admin only)
• Check physical cable connections on new hardware — If monitors, cameras, or peripherals are not working after a new computer setup, inspect all cables (especially USB/camera cables) before escalating. A loose or faulty cable is a common root cause.
• Contact an admin to add or restore a group email member (admin only) — Accidentally clicking "Report Spam" on a group message can silently remove you from the distribution list. An admin can re-add the affected address in minutes.
• Note that Chromebox idle/sleep settings may be locked at the organizational level — If a drop-down is greyed out, the setting is likely enforced by policy and cannot be changed by the end user. Contact an admin to discuss whether a policy exception is possible.
• For replacement phones or computers needing full configuration (admin only) — Hardware swapped out after damage or a move requires admin-side provisioning. The admin will typically schedule a configuration session remotely or on-site.

If none of these solve it, file a ticket and include: the device ID or asset tag, the specific application or hardware involved, a description of any error message displayed, and whether the issue appeared after a move, swap, or lightning/power event.