Remote Support

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Frequently Asked Questions
I can hear interference when making and receiving calls2019-10-14T09:00:53+01:00

The most common reason for interference like this is having mobile devices near your VoIP phone. Check that you don’t have any tablets, smart phones or other WiFi devices near your VoIP phones.

How do I replace my printer’s toner cartridge?2019-08-20T09:19:32+01:00

Your printer will alert you when a toner cartridge runs out, and will let you know on-screen which colour needs replacing. The on-screen steps will guide you through the process, here is an example of how this looks for Toshiba models e-STUDIO 5518A/6518A/7518A/8518A.

When you use a replacement cartridge, or are running low, make sure you let us know so that we can bring you more spares.

Do not touch the terminal of the toner cartridge. This may cause the equipment not to recognise the toner cartridge or may damage the terminal.

My printer has a paper jam, what do I do?2019-08-20T09:06:46+01:00

Your printer will alert you to a paper misfeed or jam, and will guide you through the steps to locate and fix the issue. Below is an example of how this looks for Toshiba models e-STUDIO 5518A/6518A/7518A/8518A.

If paper misfeeds occur frequently then contact us and one of our service engineers will take a look. However, here are a few things you can check:

  • All the misfed paper has not been removed.
  • Paper sizes are not consistent between the size in a drawer or the bypass tray and the size registered in the
  • There is too much of a gap between the paper and the side or end guide in the drawer.
  • The amount of paper placed in a drawer exceeds the limit indicated on the side guide of the drawer.
How do I replace my printer’s waste toner box?2019-08-20T08:54:27+01:00

When your printer alerts you that your waste toner box is full you will need to replace it with an empty waste toner box. Your printer’s screen will guide you through the steps and show you were the box is located, here is an example for Toshiba models e-STUDIO 5518A/6518A/7518A/8518A.

How do I minimise/maximise all windows in Windows 10?2024-04-16T14:34:02+01:00

Windows 10 keyboard shortcuts for multitasking with multiple open windows and applications:

  • Snap your open windows with + the arrow keys
  • Minimise your windows, and bring them back again, with + D
  • View all open windows with + Tab
Can I use custom hold music with my office phones?2019-08-19T15:36:11+01:00

Yes, if you have Cloud Hosted (VoIP) phones with Sensible, then we can add custom hold music and welcome messages for you. Remember to check if you need a licence to use your chosen piece of audio to avoid any legal ramifications.

My dual monitor has stopped working2019-08-19T12:36:17+01:00

Your multiple monitor set up has worked well and suddenly it’s not. Here’s a few actions you can take that should help get it going again:

  • Check connection – Check that the cables are connected properly at both ends. Try disconnecting waiting 30 seconds and then reconnecting.
  • Check for faulty cables or ports – Try connecting the cable via a different port on your computer. If possible, try using a different cable to connect the monitor to your device.
  • Reboot your device – To restart your device, select the Start button, then select the Power button and Restart. If that doesn’t work, select the Start button, then select the Power button and Shut Down. Then, turn your device back on.
My mouse has stopped working2019-08-19T12:22:50+01:00

Having trouble with a mouse? Make sure everything is connected properly, that the mouse has power, and that it’s set up correctly. If possible, try the mouse on a different device to see if it works with another machine.

Here are some common troubleshooting tips:

USB Mouse

  • Unplug the USB cable, wait 15 seconds and then plug back in again
  • Try using a different USB port on your PC
  • If you use a USB hub between the device and the PC, make sure the hub has power. If it’s still not working, try removing the USB hub and plugging the device directly into a USB port on the PC.
  • Make sure that the cables on your device aren’t damaged in any way.
  • Check any battery-powered devices to see if they are fully charged or have fresh batteries.
  • Make sure there’s no dirt blocking the sensor.

Wireless Mouse

  • Look on the bottom of the wireless device for a Reset button. Resetting the device will disconnect and then reconnect the wireless connection. There might also be a Reset button on the USB receiver for your device.
  • For USB wireless devices, this might be as simple as unplugging the USB wireless receiver, waiting for about 10 seconds, and then plugging the USB wireless receiver back into the USB port. The wireless connection should be reestablished.
I can’t log in to my computer2019-08-20T08:40:59+01:00

If you are having problems logging on to your computer or laptop, here are some common things to check:

  • Make sure Caps Lock is off.
  • Check the username is correct – if another user has logged in last, then their username will probably be remembered.
  • Check the password is correct – have you reset your credentials recently? You might want to try selecting Reveal so that you can double-check that you’re typing the right password or PIN. If you have recently changed your password, try entering your previous one again. If this works, you’ll need to lock your device and then unlock it using the new password.
  • Test your password – by using another device to sign in to.
  • Reset your password – if you have access to the mobile/email associated with your account then you might want to try resetting your password by selecting I Forgot My Password.

For Windows 10 you can also check the following:

  • Update and restart – If updates are available select Power > Update and restart to restart your device and finish installing updates.
  • Check your internet connection – Make sure you’re connected to the internet by selecting Network on the lock screen of your device. If you’re having problems connecting to Wi-Fi or the signal is weak, try connecting your device directly to the router or modem with an Ethernet cable. If connectivity problems persist, check your internet connection using a different device to see if it’s a network problem.
Why is my remote desktop running slowly?2019-08-19T09:53:30+01:00

A common reason for this, is users not exiting their Remote Desktop Services when not in use, or leaving their sessions running on their other devices. It is important to always Sign Out/Log Off as your session will use up unnecessary resources even if you’re not using it.

It is important that you Sign Out/Log out rather than Disconnecting, as disconnecting still leaves the session running on the remote computer or server.

Why won’t my computer turn on?2019-07-08T15:54:11+01:00

Check that the power cord is connected properly to the wall and the back of the computer, and that the switch is on. If it looks ok, disconnect and reconnect both ends of the power cord to make sure the cable is not loose.

Still no luck? Try a spare cable if you have one to see if it is a faulty cable that needs replacing.