Remote Assistance

Discussions around the setup, operation, replacement, and disposal of clerk computers, not to include using MLS
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nessie-p40
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Remote Assistance

Postby nessie-p40 » Wed Oct 21, 2009 8:20 pm

I was recently called as the new Stake Technology Specialist and I have a unit that is 3.5 hours drive from where I live that has a virus. I need to remote into the machine to give the clerk some assistance. What is the official method of remote assistance for the Church?

Thanks.

russellhltn
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Postby russellhltn » Wed Oct 21, 2009 10:14 pm

There is one for FHC machines, but as of yet, I don't know of any approved methods for ward/branch computers. I'd suggest a call to clerk support. Maybe they know of something not yet published.
Have you searched the Wiki?
Try using a Google search by adding "site:tech.lds.org/wiki" to the search criteria.

techgy
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Postby techgy » Thu Oct 22, 2009 6:43 am

nessie wrote:I was recently called as the new Stake Technology Specialist and I have a unit that is 3.5 hours drive from where I live that has a virus. I need to remote into the machine to give the clerk some assistance. What is the official method of remote assistance for the Church?

Thanks.


Given the nature of the problem I'd want to handle this one in person. In addition, I'd be very hesitant connecting to any computer that has a virus as the virus may be carried over to your own pc. I hear you in regards to the 3.5 hour trip. That's quite a haul. I commend you for your willingness to take on such a task.
Have you read the Code of Conduct?

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nessie-p40
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Clerk Support?

Postby nessie-p40 » Thu Oct 22, 2009 6:43 am

Never heard of "Clerk Support", can you link me or provide me a phone number.

Thanks.

techgy
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Postby techgy » Thu Oct 22, 2009 6:47 am

nessie wrote:Never heard of "Clerk Support", can you link me or provide me a phone number.

Thanks.


Global Service Center
(GSC) 866-678-2763

As you stated that you're new to the calling, there's some additional information for your position available HERE.
Have you read the Code of Conduct?

crislapi
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Postby crislapi » Thu Oct 22, 2009 9:19 am

Also, see this thread with a previous discussion about remote access.

russellhltn
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Postby russellhltn » Thu Oct 22, 2009 10:40 am

nessie wrote:Never heard of "Clerk Support", can you link me or provide me a phone number.


1(800)453-3860 x23500

GSC will help with networking issues, but I don't think they'll help with anything on a ward administrative computer.
Have you searched the Wiki?

Try using a Google search by adding "site:tech.lds.org/wiki" to the search criteria.

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calebpusey
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Postby calebpusey » Thu Oct 22, 2009 11:22 am

Currently remote assistance is not available on unit computers. Clerk Support will tell you this if you call. I would suggest viewing the thread posted above by crislapi.
Caleb

Ottawa-p40
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Postby Ottawa-p40 » Thu Oct 29, 2009 10:44 am

I have a unit 6 hours away (Abitibi) that I support and I get them to ship it by bus whenever they have a problem. As well Pettawawa is almost 3 hours and I try to get there once/year or work it out over the phone.
If I can talk them through it I try that first but if there is not a local techie I either have to drive there or have it shipped down to Ottawa.

Someone above mentioned the Global Service Center, and as you are new be warned ...
I have never used a Service Desk that delivered such poor service and I have used Dell, HP, Toshiba, etc., weekly. The fact that it has students covering most Tier 1 techs who work two four hour shifts/week who often have little real experience or have courses of study that give little prep to doing this task.
I have had 2 tasks over the past year that took over 20 hours, most of it on the phone in meeting house basements. Most jobs requiring a replacemnt PIX or changing an ISP, which requires rescripting will often involve several calls.s Hardware is an issue as well. A replacement PIX (ASA) took 10 days to arrive. The current problem involved rescripting the PIX without them making a backup and 3 units and the Stake FHC have had no Internet for 3 weeks. We are back to dial-up for MLS.
Randy Holmes

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[size=+0][size=84]Home 613 730-0000[/size][/SIZE]

michaelbuhrley
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Postby michaelbuhrley » Fri Oct 30, 2009 2:04 pm

Ottawa wrote:I have never used a Service Desk that delivered such poor service and I have used Dell, HP, Toshiba, etc., weekly. The fact that it has students covering most Tier 1 techs who work two four hour shifts/week who often have little real experience or have courses of study that give little prep to doing this task.


Perhaps I have just been lucky but I have had some excellent support on complex issues from the tier 1 techs on the GSD. Individual results may vary.


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