Overview:
This article includes frequently asked questions you may have when working from remote
Monitor/Screens
Q. I have a monitor at home and brought one from the office, can I set them up to work through the portable dock I got from the Firm?
A. Unfortunately, the portable docks do not work with more than one monitor. If you have a USB connected monitor you may be able to get that to work however you can only have one monitor connected via VGA/DisplayPort/HDMI on a portable dock.
Q. I want to use my TV at home as a monitor can I do that?
A. If you are able to get it connected and working then you are welcome to use it. However, we are unable to assist with this and will be unable to support it going forward or guarantee that it will continue working in the future.
Docks & Cables
Q. I bought a dock/portable dock that was not on the approved list and it needs me to install software/ drivers, can someone from IT help me?
A. Unfortunately, we can not install software or drivers from unapproved devices as we have no way to keep up with security updates, fixes, or test future Windows updates. Additionally, we do not have the people or resources to troubleshoot the many different brands, models, and versions of docks available. We will only support docks on our approved list.
Q. I purchased one of the approved home desktop docks like the one's we use at work, can IT help me get it connected and setup?
A. We have resources on the Help Desk website that provide instructions, along with the ones that come with the dock, to assist you in setting up your home dock. However, IT is unable to assist you in setting up your personal devices one on one.
Q. Can I get a splitter, special cable, or something to allow me to use two monitors on my portable dock?
A. Unfortunately, the dock only supports one monitor at time. You are welcome to use a USB connected portable monitor that is on our approved list to see if that will work along with your external monitor, however we are unable to guarantee support for this configuration.
Q. The docks/ monitors/ devices you have listed on your approved list are all sold out/ too expensive/ etc can you give me some suggestions of other ones?
A. Many of the things we normally use are unavailable or on long delays due to the current situation. With everyone working from home now we are unable to get new equipment in to test and validate on our system. We will look into expanding the list in the future, but for now the approved items are the only ones we can support. We are a very small team and have limited time and resources. If you have come across something that you think we should consider please submit it to the Help Desk and we will check it out when time permits.
Q. I need a long cable, special cable, or extra part according to my friend/ family/ Internet provider can the firm get the cable for me?
A. IT can only support the devices and equipment we have validated. If you think this is something a lot of people require to be able to work then please send in your request, however keep in mind that most of these items are either not required or are unique to your situation.
Printers & Scanners
Q. I plugged my printer into the portable dock/ workstation and it works is that ok?
A. If you were able to plug your printer in, and Windows detected and set it up, and you can print and use it without issue then you are welcome to use it. However, we are unable to provide support or assistance with the printer and we are unable to guarantee that it will continue to work in the future.
Q. I have a printer/ scanner at home that I would like to use but it requires drivers to be installed for it to work, can IT help install them?
A. Unfortunately, we can not install software and drivers for unapproved devices. If the device does not require software or special drivers to be installed to work then you are welcome to use it, however we are unable to patch, security check, and maintain the many various printers, scanners, and other devices that are out there. You can also try and use the Windows Fax and Scan option using the instructions here - Windows Fax and Scan
Network Connectivity
Q. My home network/Internet is slow, has poor coverage, disconnects, or has other issues. Can you help me with this? Do a conference call with my Internet provider? Come to my house to fix the network?
A. IT is unable to work on home networks or speak with your Internet provider. We have a write up on Getting Connected at Home that we recommend you read for suggestions, solutions, and assistance.
Should you run into any issues or need assistance, please contact the help desk. You can submit a ticket HERE , by emailing the help desk at [email protected], or by calling 404.879.3434/ x3434