IT Remote Work Support FAQs




Avaya Cloud


Q. What should I do if I cannot log into Avaya Cloud?


A. To start the troubleshooting process, please try the following:


    Check your Internet (Ethernet/WI-FI) connection.

    Verify that you can access your Faculty and Staff portal (myPGCC)

    Refer to the Avaya Cloud Office Desktop Application - Getting Started Guide


If you're still unable to sign into the Avaya Cloud, please click here.  



VPN GlobalProtect


Q. I am unable to connect to GlobalProtect VPN. Are you able to assist me?


A. To start the troubleshooting process, please try the following:


    Check your internet connection.

    Click on the Global Protect icon on the system tray. The status panel should open.

    Confirm that is listed, and then click Connect.

    Enter your myPGCC/Single Sign-on (SSO) username and password, and then Connect.


Q. Can I have access to GlobalProtect on my personal device?


A. To support PGCC Faculty and Staff Alternative Work Schedules, TCSS has issued laptops with GlobalProtect installed to all eligible employees. Please contact your supervisor to check your eligibility.


Q. I've reset my password in myPGCC, and now I cannot log in to my computer and VPN. What are the steps for updating my laptop (Windows) password?


A. To log into your College issued laptop, complete the following steps:


    Confirm that you are connected to a network.

    Log into the PGCC-issued laptop using your myPGCC username and the old password.

    After you have successfully logged into the laptop, open GlobalProtect.

    When prompted for your username and password, Erase everything in the username box.

    Type in your myPGCC username and the new password.

    Click Connect.

    After you have logged into GlobalProtect, press Ctrl + Alt + Del on the keyboard and select Lock.

    Log in to the laptop using your myPGCC username and your new password.



Mailbox and Drive Issues


Q. How do I access my shared email accounts using the Web Version of Outlook 365?


A. There are two ways to access your shared email accounts in Outlook 365.


       1. Via web browser: sign into your employee email account; click your initials or picture top right corner, Open another mailbox, type in the mailbox you want, select it, and click <Enter> on your keyboard.


       2. Sign in to your PGCC SSO account.


  • Right-click the name of your primary mailbox in the left navigation pane, and then choose Add shared folder.
  • On the Add shared folder dialog box, type the name or email address of someone who has shared a mailbox with you, and then click Add. Or, type the name of the shared mailbox.

For more information, visit Add a shared mailbox to Outlook.


Q. My H drive is not showing in Windows File Explorer. Do you have any suggestions on how to get it back?


A. Yes,  the following steps will help restore access to your H drive:


  1. Confirm that you are connected to the internet and the VPN
  2. Double click on the icon Map H Drive on your desktop.


Q. What can I do to access my drives? They all show a red X, and I cannot save my documents.


A. A red X on a network drive means it is disconnected from the network. To remove the red X in Windows File Explorer, confirm that you are connected to the internet and VPN. Second, click on File Explorer. Third, click on each drive.



Computer Issues


Q. How do I install a printer driver on my college-issued laptop?


A. Installing personal print drivers on College-issued devices is not supported by the College. Additionally, per the College's Work at Home Agreement, printing college PII or sensitive data to a printer at a remote site is prohibited.


Q. Windows is not giving me a list of network options to connect. Can you help me?


A. Yes. To start the troubleshooting process, please try the following:

    Check Windows Wireless Settings to see if your Wi-Fi is on.

    Make sure "Airplane Mode" is off and Wi-Fi is selected.

    If these steps fail, power off/on the laptop.


If you are unable to connect, please click here.


Q. Can I update security patches on my college-issued laptop?


A. The College will push out the latest security patches, and updates to your College issued laptops once the laptop is connected to the college server using Global Protect.



Video Conferencing


Q. Where can I find information concerning video conferencing?


A. We have several askPGCC articles with video tutorials to assist presenters and participants


Zoom Conferencing article


Teams Conferencing article


Other Helpful Resources


 Canvas Resources:


Employee: Managing the Migration: From B to C


Students: Understanding the Migration: From B to C

Avaya Cloud Resources:

Avaya Cloud App: Quick Start Guide for macOS

Avaya Cloud Office: Set Up Your Voicemail Greeting

Windows Resources:

Connecting a Bluetooth Audio Device 

Internet Browser Resources:

Canvas (Faculty and Students): How to Clear Cache, Cookies, and History 


Please get in touch with the Technology Service Desk at 301-546-0637 or click here if you need further assistance.



Article ID: 104140
Thu 4/2/20 2:42 PM
Thu 12/14/23 9:04 AM

Related Services / Offerings (1)

IT request intake for employees and students working remotely