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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***********************************************************************************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***********************************************************************************3. William Ward network Connection - Last Night Error Message

DONE

Detailed Problem Description: William Ward - ww033024 called in saying that he is unable to work with Outlook and IE is not responding.

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Troubleshooting/Solution given:- 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***********************************************************************************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 received a new Ricoh MFP Printer and needs the Email scan option setup on the MFP.

Troubleshooting/Solution given:- 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 would 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 administer 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 LED was Litup.- Tried to unplug and plug in to a different wall jack and printed the Configuration 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.

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Make & Model: Ricoh MP4001

Serial No.: V7905900409

MAC Address: 00.26.73.19.75.92

MFP IP Address: 169.254.117.146***********************************************************************************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 DirectoryPage in Store 157.

Troubleshooting/Solution given:- He needs the Printer routing changed to Printer - P806 in PRISM and WC Directory Page in Store 157.- Store No.: 157- He needs the PO Printer, Will Call Printer and Truck Order Printer to be routing to the Printer P806 in both PRISM and WC Directory Page for the whole store.

- Hence dispatching the case to the SAC Team.

Contact Phone#: 502-553-5851***********************************************************************************203836 ->> Called back June Atchley. >> She said that she always had this issueand it was never fixed. >> She works on her personal computer at home and logs in to the Portal.hdsupply.com to access her Emails. >> She launch the MS Outlook2003 App from the Portal and it opens up fine but she gets an error as "Unable to open your default e-mail Folders. The Microsoft Exchange Server is not available. >> Took control of her computer at work. >> Guided her to the Citrix and launched outlook 2003 and it gave the same error in Citrix too. >> Server Name: GHDSCTS009 >> Hence dispatching the case to the Level 2 Team. kindly configure heroutlook 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 connect to the Wireless on his Lenovo Laptop.

Error Message: NA




Computer Name: h1020937

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Make & Model: NA

IP Address: 11.225.6.60***********************************************************************************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 heis unable to launch citrix Applications like PRISM.

Error Message: "Cannot Connect to the Citrix Metaframe Server."

Troubleshooting/Solution given:- 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 Citrix 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***********************************************************************************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***********************************************************************************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***********************************************************************************11. Michael Frescoia 203708 as052840 407-822-2633

10023710

>> Michael called back. >> He said that Andrew is not there right now. >> Gave him Andrew's User ID. >> Requested him to call the PRT and get his Password resetso that he can login to the Computer. >> He said that he would call back tomorrow after having his Password reset. >> Updating the case.


Error Message: NA


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Contact Phone#: NA


Computer Name: NA

Make & Model: NA

IP Address: NA***********************************************************************************12. Jack Leaning - Wondering Faxing PRISM - Track It

Detailed Problem Description: 10011047

Error Message: NA




Computer Name: NA

Make & Model: NA

IP Address: NA********************************************************************************

***13. Karen Roy - 202572

[email protected]


Error Message: NA





Make & Model: NA

IP Address: 11.225.7.45***********************************************************************************14.


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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: Drive is not secure.>> But he needs that Folder recovered as it contains very important data.>> Hence dispatching the case to the Level 2 Team.

Documents

14 Dec 2010