IT Remote Work Support FAQs




Avaya One X Communicator

Q. If I am unable to log into Avaya Phone using my phone credentials, what should I do?

A. To start the troubleshooting process

  1. Check your Wi-Fi and VPN connection. 
  2. Verify your four-digit extension and password (extension).

If you're still unable to sign into the Avaya One X Communicator, please click here  

Q. What can I do if I am unable to hear the caller on the other end?

A. Click the speaker icon on the Avaya One X Communicator display and use the volume controls to adjust your playback or volume settings. You can also try to manipulate and test your device using the Windows Audio settings. 

If you are still unable to hear the caller, try closing Avaya One X Communicator and reopen the application.


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:

  1. Check your internet connection 
  2. Click on the Global Protect icon on the system tray. The status panel should open.
  3. Confirm that is listed and then click Connect.
  4. Enter your myPGCC/Single Sign-on (SSO) username and password and then Connect.

Click GlobalProtect for more information or click here

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

A. Please complete an IT Remote Work Support ticket with your request or click here

Enterprise Technology personnel will contact you concerning your request. 

Q. I am unable to log into Colleague using the VDI. Is there another way to access Colleague?

A.  The college will be implementing a VDI solution in the near future.

If you need further assistance, please click here.

Q. I've reset my password in myPGCC, and now I am unable to login to my computer and VPN. Can you please assist me?

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

  1. Confirm that you are connected to a network.
  2. Log into the college issued laptop using your myPGCC username and the old password. 
  3. After you have successfully logged into the laptop, open GlobalProtect.
  4. When prompted for your username and password. Erase everything in the username box.
  5. Type in your myPGCC username and the new password. 
  6. Click Connect. 
  7. After you have successful logged into GlobalProtect, press Ctrl + Alt + Del on the keyboard and select Lock.
  8. Log in to the laptop using your myPGCC username and your new password.


Shared Mailbox and Drives 

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

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

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

       2. Sign in to your OWA 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, please follow the following steps to restore your H drive: 

  1. Confirm that you are connected to the internet and the VPN
  2. Click on the icon Map H Drive on your desktop. 
  3. Right-click on the ZENworks icon on the system tray and select Refresh.

Q. What can I do to access my drives? They are all showing a red X. 

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


Computer Issues 

Q. Am I still able to request a PGCC loaner laptop?

A. Please create an askPGCC ticket by clicking here

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 the 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:

  1. Make sure your laptops wireless switch is on. You can locate the Wi-Fi switch on the side or the front of the laptop. If the light is red, slide the button until the light turns green.
  2. Check Windows Wireless Settings to see if your Wi-Fi is on.
  3. Make sure “Airplane Mode” is off, and Wi-Fi is selected. 
  4. If these steps fail, power off/on laptop

If you are unable to connect, please click here

Q. How long can I use my laptop before I must connect to the charger?

A. You can operate on your laptop for at least 2 hours before having to connect to the charger.

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

A. The college will push out the latest security patches and any updates to your college issued laptops.


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.

Blackboard Collaborate Ultra articles 

     Zoom Conferencing article 

     Teams Conferencing article



   Q. My Blackboard course is not showing in Blackboard. Can you assist?  

A. Instructors: 

Check your Class Roster in Owl Link. If you are unable to find your course, contact your coordinator.


Blackboard courses are not available until four days prior to the start-date of the course. If the four days has past, try the following:    

  1. Check your class schedule or your account statement for the location of your course. If the location says something other than Blackboard, click here  
  2. Check your class schedule in Owl Link or your email for course cancellation. If your course is cancelled, contact the college at 301-546-PGCC. 
  3. If your course is located on your class schedule contact eLearning Services  please click here.

For more information concerning eLearning Services please click here

Q. How can I reach my professor?

A. You can find your instructor's information in Blackboard under Faculty Information or the Course Syllabus. You can also ask your instructor questions in the Discussion Board.  

To email your instructor, you can open your Owl Mail account. Select "New Message" to begin a new email. In the "To" field, type your instructor's name. If typed correctly, the instructor's name will auto-fill. If you are unable to find your instructor’s contact information, contact the collage at 301-546-PGCC.


If you need further assistance, please contact the Technology Service Desk at 301-546-0637 or click here


Article ID: 104140
Thu 4/2/20 2:42 PM
Tue 6/7/22 2:41 PM