FREELANCER'S

TOOLS
HANDBOOK
Basic Guidelines and Troubleshooting for
Common Tools Issues

GUIDE FOR UNINTERRUPTED WORK DAY!

CREATED BY: TOOLS SPECIALISTS TEAM
CONTENTS
1 - GOLDEN WINDOWS PROFILE
Guidelines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Media Device Optimization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2 - DEVICE MANAGEMENT
Device Enrollment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Non-compliant Device Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Troubleshooting Non-compliant Device
I. Password Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
II. Antivirus / MS Defender. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
III. Firewall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
IV. Stale Device. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

3 - CLOUD PC
Common Issues & Troubleshooting
I. Cannot Login to Remote Desktop / Cloud PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
II. Cloud PC Stuck in "Please Wait" / Black Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
III. Cloud PC keeps on Disconnecting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

4 - MICROSOFT TEAMS
Common Issues & Troubleshooting
I. Cannot Login to MS Teams. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
II. Missing Call Icon / "Calling isn't Available Yet" Error /
AVD Media not Connected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
III. Calls not Connecting to MS Teams. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

5 - RAVE & ONECLOUD

Common Issues & Troubleshooting
I. Rave Site is not Loading. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
II. Cannot Call from Rave. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
III. Cannot Login to OneCloud & Other OneCloud Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
IV. Other Rave Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
6 - QUICK ASSIST
Common Issues & Troubleshooting
I. Cannot Open QA App / Getting Error "QA Service isn't working right now". . . . . . . . 37
II. QA Web App in Mac OS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
III. QA Web App is Not Loading / Not Working. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

7 - MID ACCOUNT
Common Issues & Troubleshooting
I. Your Account is Blocked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
II. MFA Verification is Not Working. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
How to Avoid from being Locked Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

8 - REPORTING TOOLS ISSUE

Communication Channels
I. Fix My Tools Channel in MS Teams. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
II. Kaizala App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
III. Email Distribution List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
 1
GOLDEN
WINDOWS
PROFILE

3
 WINDOWS PROFILE
GUIDELINES
Windows always Up-To-Date with the latest cumulative and firmware updates
including the optional ones as it includes the driver updates.

No VPN or any applications alike that may mask your location or IP address.

Windows profile will solely be for your O365 work.

Shared computer is NOT allowed.

Any platform or apps that uses your media device is NOT allowed during work
hours as it creates conflict with Microsoft Teams in our remote desktop.

Operating System should be activated using a legit license.

ALL hardware requirements must be met as stated on the contract. Tools team
will NOT troubleshoot any Local Machine Related issues.

MEDIA DEVICE OPTIMIZATION

1. Right click on the sound icon then click on Sounds.

2. Under Communications tab, select “Do Nothing”.

4
3. Go to Recording then right click your media device in use then Properties. Go to
Advanced tab. Make sure those 2 boxes are unchecked then click OK.

4. Go to Playback then right click your media device in use then Properties. Go to
Advanced tab. Make sure those 2 boxes are unchecked. Then make sure that
“Allow hardware acceleration” is also unchecked. Click OK.

5. Open Microphone Privacy Settings and make sure that apps can access your
Microphone.

5
 2
DEVICE
MANAGEMENT

3
 DEVICE ENROLLMENT
1. Go to Windows Settings > Accounts > Access Work or School. Disconnect ALL accounts
listed there (if any).

2. Once it is empty, open Microsoft Edge on your local desktop.

3. Go to this link: https://portal.manage.microsoft.com/devices

4. Input your Office 365 email address (GIG/UPW). Then continue to sign in.
5. Once logged in, click "Tap here to tell us...."

6. Select "My device isn't listed here". Then click Add.

7
7. It will prompt a small window. Click "Open".

8. It will ask to login your "Work or School Account". Input your GIG/UPW credentials.

9. After you logged in, it will prompt the Windows Hello window. Click OK.

10. If you are asked to setup a PIN, just click Cancel.

NOTE:

If you setup your

PIN before, it will
not ask you this
step.

8
11. Don't worry about the error. Just click Skip.

12. Click Done.

13. On the Devices page, make sure that your device is showing Green check in a circle.
Refresh the page until you get the green check.

14. To verify if it is now added, go to Windows settings > Accounts > Access Work or School. It
should look like this:

You can directly go to

Access Work or School
settings by pasting this URL
in local Edge browser:

ms-settings:worksplace

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 NON-COMPLIANT
DEVICE NOTIFICATION
1. If your device is not compliant, you will receive email in your UPW/GIG mailbox. It should
look like this:

2. Check the reason of non-compliance by scrolling down the email. It will provide details
like this:

NOTE: The non-compliance that you need to fix is the one with "error" or "nonCompliant"
State.

10
 TROUBLESHOOTING NON-
COMPLIANT DEVICE
I. PASSWORD POLICY
Intune email notification has an "error" or "nonCompliant" State of the following:

PasswordComplexity
PasswordExpiration(days)
NumberofPreviousPasswords
MinimumPasswordLength
PasswordType

TROUBLESHOOTING STEPS:

1. Please open Local Security Policy > Account Policies > Password Policy and make sure
that the settings are correct and configured below:

2. Once updated, open Command Prompt and paste this script: gpupdate /force

3. Open “Run” and type the following: lusrmgr.msc

11
4. Click Ok.
5. Go to Users and make sure that EACH user accounts on the list have local password
expiration unchecked (like the screenshot below)

NOTE: This is for ALL user accounts including the disabled users and guest users in the PC.

6. Click Apply then OK.

7. Then open the Registry Editor
8. Go to this path:
HKEY_LOCAL_MACHINE\Software\Microsoft\PolicyManager\current\device\devicelock

12
9. Check if there's a registry key named "DevicePasswordExpiration"
10. If none, create a DWORD (32-bit) key (right click anywhere on the screen > New > select
"DWORD (32-bit) Value")
Name: DevicePasswordExpiration
Value: b4

11. Reboot the machine.

12. Then go back to Windows Settings > Accounts > Access Work or School > select your
GIG/UPW account > Click Info > Click Sync. Then try to log in back to Remote Desktop.

II. ANTIVIRUS / MS DEFENDER

Intune email notification has an "error" or "nonCompliant" State of the following:

DefenderEnabled
AntivirusRequired
RtpEnabled
SignatureOutofDate
AntiSpyware

TROUBLESHOOTING STEPS:

1. Please uninstall any 3rd party antivirus. Reboot machine if you uninstalled one.
2. Check for any pending Windows update. Please also check Optional updates if any.
Reboot machine if there are updates installed.
3. Please check this registry:
a. Open Registry Editor from your local PC
b. Go to this path:
HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows Defender

13
c. On the "Windows Defender" folder, kindly check if there's "DisableAntiSpyware" key
d. If it's existing, please change the value to "0"
e. If this key is not listed, let's create it. Please right click the blank area > choose New >
DWORD (32 bit) Value.
Name: DisableAntiSpyware
Value: 0

f. Then reboot your machine.

g. Once rebooted, search on your PC "Virus & Threat Protection"
h. Kindly check if MS Defender AV is now running

i. Then go back to Windows Settings > Accounts > Access Work or School > select your
GIG/UPW account > Click Info > Click Sync.
j. Wait at least 30 mins then try to log in back to Remote Desktop.

14
III. FIREWALL
Intune email notification has an "error" or "nonCompliant" State of the following:

ActiveFirewallRequired

TROUBLESHOOTING STEPS:
1. Check for any pending Windows update. Please also check Optional updates if any.
Reboot machine if there are updates installed.
2. Check if Remote Desktop app is added in Firewall settings:
a. Open "Windows Defender Firewall"
b. Click "Allow an app or feature through Windows Defender Firewall"

c. Click "Change Settings"

d. Click "Allow another App"

e. Click Browse and browse through the location of the remote desktop and select it

Usually it’s saved here:

C:\Users\username\AppData\Roaming\Microsoft\Windows\Start Menu\Programs

15
f. Click "Add".
g. Reboot the machine.
h. Then go back to Windows Settings > Accounts > Access Work or School > select your
GIG/UPW account > Click Info > Click Sync. Then try to log in back to Remote Desktop.

IV. STALE DEVICE

Intune email notification has an "error" or "nonCompliant" State of the following:

TROUBLESHOOTING STEPS:

1. You need to re-enroll the device. Go to Windows Settings > Accounts > Access Work or
School > select your GIG/UPW account > click Disconnect.

2. Open local Edge browser then go to this link: https://portal.manage.microsoft.com/devices

3. Log in your GIG/UPW account.
4. On the Devices page, select your Desktop Device name.
5. Once you selected your own device, click "Remove"

6. If you have more devices, remove all of it. Just leave the device named "CPC-<account>"
7. On the same page, enroll again the device by adding it as a new device.
8. Then wait at least 30 mins and try again to log in to your tools.

16
 BEST PRACTICES
1. On the start of your shift, always make sure to check your UPW/GIG mailbox for Intune
email notifications. You can create a subfolder then assign an Inbox rule

1 - Create
subfolder

2 - Create
inbox rule

2. Check if the Windows Security is running or showing "No actions needed"

3. Check if Windows is up-to-date

17
4. Check your Password Policy if it is still configured properly.

5. Before you open Remote desktop app, please sync your UPW/GIG account. Go to Windows
Settings > Accounts > Access Work or School > select your GIG/UPW account > click Info >
click Sync.

6. Make sure to keep your Windows profile clean and avoid installing unnecessary apps as it
might affect the compliance of your machine especially 3rd party Antivirus app.

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 3
CLOUD PC

3
 COMMON ISSUES &
TROUBLESHOOTING
I. CANNOT LOGIN TO REMOTE DESKTOP / CLOUD PC
These are the errors when you are trying to login:

TROUBLESHOOTING STEPS:
1. You need to re-enroll the device. Go to Windows Settings > Accounts > Access Work or
School > select your GIG/UPW account > click Disconnect.

2. Open local Edge browser then go to this link: https://portal.manage.microsoft.com/devices

3. Log in your GIG/UPW account.
4. On the Devices page, select your Desktop Device name.
5. Once you selected your own device, click "Remove"

20
6. If you have more devices, remove all of it. Just leave the device named "CPC-<account>"
7. Reset your Remote Desktop app. Click ... > About > Reset

8. Enroll again the device on the Intune portal (https://portal.manage.microsoft.com/devices)

9. Then try again to log in to your tools.

II. CLOUD PC STUCK IN "PLEASE WAIT" / BLACK SCREEN

1. Reset Remote Desktop app. Click ... > About > Reset.

2. Open Edge browser then paste this link: aka.ms/titanvdi

3. Login your GIG/UPW account.
4. If it's the first time you access it, click "Get Started". If not, it will show the Cloud PC page.
Click on Gear icon > Restart.

21
5. Once restarted, go back to Remote Desktop app to subscribe then launch again Cloud PC
app.
6. If it's still the same, try the "Troubleshoot" option then launch again Cloud PC.

III. CLOUD PC KEEPS ON DISCONNECTING

1. Check local Internet speed. Go to https://fast.com/. If the speed is below 20 Mbps, please
connect to a different network or contact your ISP.
2. Restart Cloud PC
a. If you can still access Cloud PC, simply click Windows icon > Power button > Restart
b. If inaccessible, go to aka.ms/titanvdi using Edge browser. Then click Gear Icon >
Restart

3. If it's still disconnecting, try the "Troubleshoot" option in aka.ms/titanvdi. Then launch
again Cloud PC.

22
 BEST PRACTICES
1. Before you open Remote desktop app, please sync your UPW/GIG account. Go to Windows
Settings > Accounts > Access Work or School > select your GIG/UPW account > click Info >
click Sync.

2. At the end of your shift, always make sure to disconnect all sessions in Remote Desktop
app. Right click the Remote desktop icon in System Tray > click "Disconnect all sessions".

3. Always check your Internet speed if it is 20 Mbps and above.

23
 4
MICROSOFT
TEAMS

3
 COMMON ISSUES &
TROUBLESHOOTING
I. CANNOT LOGIN TO MS TEAMS
1. Please check which MS Teams app you opened. Make sure you opened the "Microsoft
Teams (work or school)" version.

2. If it is the correct Teams app, force close the app using Task Manager in Cloud PC. Just
search for Task Manager in Windows Search.

3. On Task Manager, select Teams > End Task.

25
4. Then clear Teams cache. Open File Explorer. Go to This PC > Windows (C:) > Users >
yourname > AppData > Roaming > Microsoft > Teams.

Note: If AppData folder is not showing, make sure that the "Hidden Items" is checked.

5. Delete ALL the files and folders inside of it.

26
6. Then open again the MS Teams app and try to login.
7. If it's still the same, try to restart your Cloud PC by going to Windows icon > Power button
> Restart.

II. MISSING CALL ICON / "CALLING ISN'T AVAILABLE

YET" ERROR / AVD MEDIA NOT CONNECTED
Missing Call icon "Calling isn't available yet" error

AVD Media Not Connected

TROUBLESHOOTING STEPS:
1. Try to log out then log back in to MS Teams.
2. Try to clear Teams Cache.
a. Log out first in Teams app.
b. Make sure that Teams app is fully close. You can check it in Task Manager to see if it
is running. End the task if it is there.

c. Go to This PC > Windows (C:) > Users > yourname > AppData > Roaming > Microsoft >
Teams. Then delete ALL the files and folders in there.

d. Launch again Teams app and check the Call icon.

27
 3. Check for any pending Windows update. Please also check Optional updates if any.
Reboot machine if there are updates installed.
4. Reset the Sound System settings. Look for "Sound settings" in Windows search

5. Go to "App Volume and device preferences" under Advanced Sound options.

6. Click on Reset.

7. Reboot local machine then launch again Cloud PC and Teams app.

III. CALLS NOT CONNECTING TO MS TEAMS

1. Try to sign out then sign in to Teams
2. Clear Teams Cache
a. Log out to Teams app
b. Go to This PC > Windows (C:) > Users > yourname > AppData > Roaming > Microsoft >
Teams. Then delete ALL the files and folders in there.

3. Reboot Cloud PC. Click Windows icon > Power button > Restart.

28
 BEST PRACTICES
1. Always check if your headset device is showing in MS Teams settings.

2. Check if the Teams app is AVD Media Optimized before you start your calls. You can check
it by clicking ... of Teams app > About > Version.

3. Make sure that Cloud PC is being detected by your local Windows Volume mixer. To check,
just right click the Sound icon > Open Volume Mixer.

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 5
RAVE &
ONECLOUD

3
 COMMON ISSUES &
TROUBLESHOOTING
I. RAVE SITE IS NOT LOADING
1. Try to use InPrivate window of Edge browser

2. If you are using this URL: https://rave.office.net, try the other URLs:
https://rave.microsoft.com
https://beta.rave.office.net

3. Restart Cloud PC. Click Windows icon > Power button > Restart. Wait at least 2 mins
before you launch again Cloud PC.

II. CANNOT CALL FROM RAVE

1. Check if the number showing in OneCloud Authentication tab is the same as Teams
Dial pad.

In order to check, go to Rave Settings >

OneCloud Authentication tab

31
 If it is NOT the same number, sign off first to OneCloud.

Then put the correct number (based from Teams dial pad). Make sure to put "+" sign
before the number and remove ALL the spaces (before, after and in between the
number)
Click on "Sign on"
Use InPrivate window if it is NOT signing off / on.

2. Check if OneCloud icon is logged in. It should look like this:

If you see an error like below, it means your OneCloud is not logged in.

Please go to Rave settings > OneCloud authentication tab > Sign on.

Use InPrivate window if it is NOT signing off / on.

3. Try resetting OneCloud.

32
4. Try sign out then sign in to Teams
5. Clear Teams Cache
a. Log out to Teams app
b. Go to This PC > Windows (C:) > Users > yourname > AppData > Roaming > Microsoft >
Teams. Then delete ALL the files and folders in there.

6. Restart Cloud PC. Click Windows icon > Power button > Restart. Wait at least 2 mins
before you launch again Cloud PC.

III. CANNOT LOG IN TO ONECLOUD & OTHER

ONECLOUD ISSUES
1. Try to use InPrivate window of Edge browser.
2. Try to reset OneCloud.

3. Run the "Rave Configuration Check" if all Tests will PASS (especially the OneCloud
Authentication Test)

In order to check, go to Rave Settings > Rave

Configuration Check tab > Click "Test"

33
 4. Check if the number showing in OneCloud Authentication tab is the same as Teams Dial
pad.

In order to check, go to Rave Settings >

OneCloud Authentication tab

IV. OTHER RAVE ISSUES

These are the other typical issues in Rave:
Cannot view/open cases
Cannot search for Rave SOPs or it is missing
Changing Status in Rave (from Available to Break, etc.)

TROUBLESHOOTING STEPS:

1. Log out then log in back to Rave.

2. Try to use InPrivate window of Edge browser.
3. Run the "Rave Configuration Check" if all Tests will PASS.

In order to check, go to Rave Settings > Rave

Configuration Check tab > Click "Test"

4. Restart Cloud PC. Click Windows icon > Power button > Restart. Wait at least 2
mins before you launch again Cloud PC.

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 BEST PRACTICES
1. Always clear browser cache and cookies before you log in to Rave and other web tools.
You can also use InPrivate window.
To delete cache and cookies, go to Edge Settings > Cookies & site permissions > Manage and
delete cookies and site data > See all cookies and site data > Remove all

2. Always check if OneCloud is logged in before calling a customer or getting Rave tickets.

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 6
QUICK ASSIST

3
 COMMON ISSUES &
TROUBLESHOOTING
I. CANNOT OPEN QA APP / GETTING ERROR "QA
SERVICE ISN'T WORKING RIGHT NOW"
1. Check if you are opening the new version of QA app. It should look like this:

2. Try to close and re-open the app.

3. Restart Cloud PC. Click Windows icon > Power button > Restart. Wait at least 2 mins
before you launch again Cloud PC.
4. If it is still the same, try to reinstall the QA app
a. Search "Company Portal" on the Windows Search of Cloud PC

b. On the Company portal app, select "Titan - Reinstall Quick Assist"

37
 c. Click "Install".

d. Toast Notifications for the download and installation of the "Uninstall" will be
displayed.
e. Then another toast notifications for the "Reinstall" will be displayed.
f. Please wait until "Titan - Reinstall Quick Assist" displays a Success notification before
launching again the QA app.

II. QA WEB APP IN MAC OS

Proper way to establish QA session with Mac OS:

1. Mac customer goes to https://aka.ms/quickassistweb and enters the 8-digit code.

2. They see "Waiting for the person helping you to setup the session"
3. Ambassador presses "View screen". Ambassador sees "Waiting for the person you're
helping to share their screen".
4. Customer sees the permissions prompt and presses "Allow".
5. Customer sees "Choose what to share" prompt, Please suggest to select "Entire screen"
6. After hitting Share, the screen share does not begin. It is stopped on the customer's end
and they need to hit the play button in the top right to actually start the screen share.
7. The customer needs to hit "Start Screen Sharing" after completing the connection steps.

TROUBLESHOOTING STEPS:

1. If you still cannot connect with customer, you need to inform the customer respectfully
to update their Mac OS to make it work. The OS version should be MacOS Monterey 12.2
or later version.

38
 2. You can also double check with customer if the browser (where the QA Web app located)
is allowed in Apple System Preferences. Go to Apple icon > System Preferences > Privacy
tab > Screen recording > Check the box beside the app.

3. Ask customer to try a different browser on his end.

4. Try to use InPrivate window in Cloud PC and establish again a session in QA web app.

III. QA WEB APP IS NOT LOADING / NOT WORKING

1. Try InPrivate window.
2. Restart Cloud PC. Click Windows icon > Power button > Restart. Wait at least 2 mins
before you launch again Cloud PC.

3. Make sure that the URL is https://aka.ms/qawebhelper

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 7
MID
ACCOUNT

3
 COMMON ISSUES &
TROUBLESHOOTING
I. YOUR ACCOUNT IS BLOCKED
1. If your account was blocked due to multiple login attempts, please reset your
password using aka.ms/sspr on your LOCAL browser.
2. Then log in to your account after 5 mins.
3. If account is still blocked after you tried password reset, it means that it is blocked in
the admin portal. You need to reach out Tools Specialists Team.
4. If Tools Specialist said that your account was blocked by Security team or Govern &
Protect team, please reach out to your Ops Lead/PMs to unblock it.

II. MFA VERIFICATION IS NOT WORKING

1. If the selected verification is Text Method, please check if you have enough signal on
your phone.
2. Try to reboot your mobile phone.
3. If code is still not coming, try another verification method. Select "Sign in another way".

4. If Call Method is also not working and you do not have another verification method, you
need to ask help from Tools Specialist Team to reset your MFA.

To avoid multiple MFA prompts when opening the tools, after you launch
Cloud PC, make sure you open MS Teams FIRST before the Edge browser so
it will auto-sign in your account in Rave after logging in to Teams.

41
 HOW TO AVOID FROM
BEING LOCKED OUT
1. Make sure that you have configured another verification method aside from Phone
(Text/Call). In order to add another method, please follow these steps:

On your Cloud PC, go to https://mysignins.microsoft.com/security-info

Click on "+ Add sign-in method"

Select your preferred additional method.

Note: If you want to setup Office phone, you need to input another mobile number
and verify it. If you want to setup Authenticator app, you can use Microsoft
Authenticator app and follow the steps on this link: https://support.microsoft.com/en-
us/account-billing/set-up-the-microsoft-authenticator-app-as-your-verification-
method-33452159-6af9-438f-8f82-63ce94cf3d29

2. Do not use VPN to prevent the device from using different IPs. If the policy detected that
you are connecting to multiple IP addresses frequently, it will block your account.

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 8
REPORTING
TOOLS ISSUE

3
 COMMUNICATION
CHANNELS
I. FIX MY TOOLS CHANNEL
We have 2 Fix My Tools channels:
The Embassy > Fix My Tools

The Consulate > - Fix My Tools

II. KAIZALA APP

We have 3 Locked Out groups in Kaizala:
Purple/Red: https://join.kaiza.la/p/lockedoutrp
Green/Blue: https://join.kaiza.la/p/lockedoutgb
Orange/Yellow: https://join.kaiza.la/p/lockedoutoy

Note: No need to connect your GIG/UPW account in Kaizala app. Just configure your
account using your name and phone number.

III. EMAIL DISTRIBUTION LIST

You can email us at [email protected] using your personal email.

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 BEST PRACTICES
1. Always USE this template when reporting any tools issue:

O365 Email ID:

Issue Description:
Screenshot of the behavior/issue: (if any)
Troubleshooting Done:
Personal Email Address: (if you do not have access to CPC / Teams)

2. If a Tools Specialist is attending you, please make sure to respond in a timely manner. This
also applies in email especially if there's a RaveDesk ticket created for your issue.
3. Before you report an issue, make sure you have done the basic troubleshooting steps or
the suggested steps from this handbook.

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WE'RE ALWAYS HERE TO HELP!
24/7 TOOLS SUPPORT
Contact us in our Communication Channels
and we will be glad to assist you!