Welcome to IT Support
Find quick solutions to common technical issues
Common Solutions
Recently added guides and popular fixes
Hide Remote Desktop Connection Bar
Unpin the RDP connection bar so it auto-hides
Step-by-Step Solution
- While in your RDP session, move the mouse to the very top of the screen to reveal the connection bar.
- Click the push-pin icon (Unpin) on the right side of the connection bar.
- Move your mouse away from the top area and wait a few seconds.
- The bar should auto-hide. Move the mouse back to the top to show it again when needed.
Pro Tips
- If the bar doesn’t hide, ensure the Unpin (push-pin) is toggled off.
- You can still access the bar by moving the mouse to the top edge.
Printer Setup and Troubleshooting
Install printers and fix common printing issues
Step-by-Step Solution
- Open Settings > Devices > Printers & scanners
- Click Add a printer or scanner
- Select the network printer and click Add
- If not found, click The printer that I want isn’t listed and enter the printer path
- Print a test page
- If printing fails, update printer driver from manufacturer site
Pro Tips
- Ensure you are connected to the correct network
- Restart the printer and your computer
- Check paper and ink levels
Access SharePoint internally
Use SharePoint.Alsie.com from AA internal networks
Step-by-Step Solution
- Ensure you are connected to AA internal network (on-site or VPN)
- Open your browser and go to: https://sharepoint.alsie.com
- Sign in with your company credentials if prompted
- Navigate to your team site or documents via SharePoint
- Use search in SharePoint to find files or pages
Pro Tips
- If you are off-site, connect to VPN first
- If sign-in loops, clear cookies for sharepoint.alsie.com
- Contact IT if permissions prevent access to required sites
Access SharePoint from outside via Portal.Alsie.com
Reach intranet content securely when outside AA networks
Step-by-Step Solution
- Open your browser and go to: https://portal.alsie.com
- Sign in using your company account
- Use the SharePoint tile or navigation to access sites
- If prompted, complete Entrust 2FA
- Bookmark frequently used SharePoint sites for quicker access
Pro Tips
- If access fails, verify your account is enabled for external access
- Use the latest browser version for best compatibility
- Try clearing cache or using a private window if issues persist
Remote Desktop Access via Desktop.Alsie.com
Connect to your assigned company computer from outside the network
Step-by-Step Solution
- Open a supported browser (Edge or Chrome)
- Navigate to: https://desktop.alsie.com
- Sign in with your company account credentials
- Locate your assigned computer or published desktop
- Click to start the session; allow any required browser prompts
- Install the client if prompted, then retry the connection
- When finished, sign out to end your remote session
Pro Tips
- Use a stable internet connection for best performance
- Close bandwidth-heavy apps (video streaming, large downloads)
- Contact IT if you cannot see your assigned desktop
Parallels 2X Client Update Issues
Fix issues when Parallels 2X Client removes itself during updates
Step-by-Step Solution
- If Parallels 2X Client has disappeared after an update, don't panic - this is a known issue
- Open your web browser and navigate to the Parallels download page
- Go to: https://www.parallels.com/products/ras/download/client/
- Look for 'Windows Client Basic 64-bit Self extracting' download option
- Click to download the installer file
- Once downloaded, double-click the installer file to run it
- Follow the installation wizard - no administrator privileges required
- The client will be reinstalled and your previous settings should be preserved
- Launch Parallels 2X Client to verify it's working properly
Pro Tips
- The installer does not require administrator rights to install
- Your connection settings are usually preserved after reinstallation
- Consider bookmarking the download page for future reference
- This issue typically occurs during automatic updates
- Contact IT if you continue experiencing update problems
Network Connectivity Issues
Troubleshoot WiFi and network connection problems
Step-by-Step Solution
- Check if WiFi is enabled on your device
- Verify you're connected to the correct network
- Forget and reconnect to the WiFi network
- Restart your network adapter
- Run Windows Network Troubleshooter
- Check for driver updates
- Contact IT if issues persist
Pro Tips
- Try moving closer to the access point
- Check if other devices can connect
- Restart your router if you have access
- Ensure you're within range of the access point
Password Reset Instructions
Step-by-step guide to reset your company password
Step-by-Step Solution
- Navigate to the password reset portal: https://passwordreset.alsie.com/
- Enter your username or email address
- Click 'Send Reset Link' button
- Check your email for the reset link (may take 2-3 minutes)
- Click the link in the email to open the reset page
- Create a new password following the security requirements
- Complete Entrust 2FA authentication if prompted
- Confirm your new password and save changes
Pro Tips
- Password must be at least 8 characters long
- Include uppercase, lowercase, numbers, and special characters
- Don't reuse your last 5 passwords