ProLogic IT Frequently Asked Questions

Frequently Asked Questions

We have listed some of the most "Frequently Asked Questions" received by our Engineers, Technicians and Associates. If you don't find the answer to your question here, please try our Support page or Contact Us directly.

Q: [What are the "normal" support hours?]
A: [Normal support hours are 6am - 4pm PST, Monday through Friday]

Q: [What information do I need to provide when I place a support request?]
A: [Your name, company name, callback number, workstation name (if applicable) and a description of the problem]

Q: [How long do I have to wait for a support request response?]
A: [It depends on when you make the request. During "Normal Support Hours" we generally call back within 5-10 minutes. Most often we can deal with the request on the spot. It can take up to and hour maximum however. "After Hours Support" response time is a maximum of four hours with an engineer generally responding within thirty minutes.]

Q: [Can I access my work computer remotely?]
A: [Yes. Contact your supervisor about access privileges.]

Q: [How do I logon to my computer remotely?]
A: [There are a few steps one must follow:]

Contact your supervisor for access privileges
Receive logon information from ProLogic IT
Click on the Remote Access hyperlink at the bottom of the page
Logon using your supplied User ID and Password
(BOTH User ID and Password are case sensitive)
Click on your computer name hyperlink
Wait for VNC software to install (first time only)
Watch your task bar for your VNC logon to appear
Once logged on Use F8 key bring up special commands window. This key allows you to send Ctrl-Alt-Del command which allows you to logon to your computer. Other special functions are clearly listed.
When done, log off your computer BEFORE closing the VNC window leaving it at the Ctrl-Alt-Del logon window.

Q: [Is using my computer remotely slow?]
A: [Depends on when you are using it, from where and what task you are performing. If you are using the computer during "off hours" many times we are performing network maintenance that adversely impacts production response time. These are necessary tasks that we must accomplish to keep your network healthy. The number one reason for "slow response" from a remote location however is the internet itself. Your connection to your workstation is totally dependent upon the available bandwidth between you and your workstation. The proverbial "weak link" anywhere along the chain of communication can increase "screen paint" times considerably.]

Q: [Why can't I logon to my workstation remotely sometimes?]
A: [Usually it comes down to a problem with the internet OR a conflict with your networks maintenance schedule. Some maintenance tasks necessitate restricting remote access. When that occurs your option to connect will be "grayed out" and the workstation itself will show a yellow diamond signifying it is offline. ]

Q: [Can my smart phone receive email from work?]
A: [Maybe. First it depends on your companies policy considering mobile access devices. It then depends on the phone or device. Devices with the windows operating system (Windows Mobile) use Active Sync to synchronize your inbox, contacts and calendar as well as tasks and other Outlook functions. Blackberry devices usually require installation of 3rd party software and are not always compatible with network security. Installation of a Blackberry server may be necessary in some instances.]

Q: [Why does my Blackberry stop receiving email?]
A: [Blackberry is not Microsoft Exchange "friendly". They have their own Blackberry Server they prefer companies use. They use multiple methods to interact with the Exchange Server that hosts your email. All of them have stability issues. KEEP YOUR BLACKBERRY SUPPORT NUMBER ACTIVE! Installation of a Blackberry server obviates the stability factor. ]

Q: [What does that mean?]
A: [Understanding IT (Information Technology) terms is a key component to understanding your IT solutions. Click here or use the "Glossary" hyperlink at the bottom of the page for an IT Glossary primer.]

Basics for IT

Anti-Virus software is only as good as your last Anti-Virus software update.
Contact your system administrator before you attempt to install anything on your system.
Review your company computer and internet usage polices on a regular basis.

Backup Zen

There is no single backup solution to any entity.
Layering your backup solutions greatly increases redundancy.
Perform test restore operations on a regular basis.

Quick Shots

Add your IT Department to the "never withhold information" list
All IT Staff have active non-disclosure agreements.
Regular IT training of your work force greatly enhances company productivity.