Welcome to Air Alsie IT Support
Find quick solutions to common technical issues
Common Solutions
Recently added guides and popular fixes
Set up Parallels 2X Client on iPhone/iPad
Install and configure Parallels RAS (2X) Client on iOS/iPadOS to access company remote desktops and apps.
Step-by-Step Instructions
- Open the App Store on your iPhone or iPad.
- Search for 'Parallels Client' (Parallels RAS) and tap Get to install.
- Launch the Parallels Client app.
- Tap the '+' button to Add Connection.
- Choose 'Add RAS Connection'.
- In Server, enter: desktop.alsie.com (or your organization's RAS gateway).
- Leave Port as default (443) unless IT provided a different port.
- Under Credentials, enter your company username and password.
- If your account uses Entrust 2FA/OTP, complete the second factor when prompted.
- Tap Save to store the connection.
- Tap your new connection to sign in; accept any certificate prompts if shown.
- Select your published desktop or application from the list to start the session.
- On first launch, grant any requested permissions (notifications, clipboard, etc.) for smoother use.
Helpful Tips
- Use a stable internet connection (Wi‑Fi recommended) for best performance.
- Ensure iOS/iPadOS is updated to the latest version for compatibility.
- If sign‑in fails, verify your password hasn't expired and that 2FA is working.
- For gateway changes or advanced settings, contact IT support.
- If you see a certificate warning, verify the gateway address and proceed only if it matches company guidance.
Hide Remote Desktop Connection Bar
Unpin the RDP connection bar so it auto-hides
Step-by-Step Instructions
- 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.
Helpful 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 Instructions
- 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
Helpful Tips
- Ensure you are connected to the correct network
- Restart the printer and your computer
- Check paper and ink levels
Parallels Password Character Restrictions
Parallels passwords must not include Æ, Ø, Å or any non-ASCII characters
Step-by-Step Instructions
- Avoid using Æ, Ø, Å or any non-ASCII characters in your password
- Use only ASCII printable characters: letters, numbers, and standard symbols
- If your password contains restricted characters, change it in your account settings
- Create a new password with 12+ characters using allowed ASCII symbols
- Sign out and sign back in to Parallels Desktop and Parallels services
- Update saved credentials in Keychain (macOS) or Credential Manager (Windows)
- Retry login; if it fails, reset the password again using ASCII-only
Helpful Tips
- Prefer longer passphrases (16–24 characters) for security
- Allowed ASCII symbols include !@#$%^&*()-_=+[]{};:'",.<>/?|~
- Do not use accented letters, emoji, or Nordic characters æ, ø, å
- Enable MFA to protect your account even with ASCII-only passwords
Access SharePoint internally
Use SharePoint.Alsie.com from AA internal networks
Step-by-Step Instructions
- 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
Helpful 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 Instructions
- 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
Helpful 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
Excel Black Boxes Display Issue
Fix black boxes appearing in Excel toolbar and interface elements
Step-by-Step Instructions
- Close all Microsoft Office applications completely
- Open any Microsoft Office program (Excel, Word, PowerPoint, etc.)
- Click on the 'File' tab in the upper left corner
- Select 'Options' from the left navigation menu
- In the popup window, select 'Advanced' from the left navigation menu
- Scroll down to find the 'Display' section
- Check the box next to 'Disable hardware graphics acceleration'
- Click 'OK' to save the changes
- Close all Office applications completely
- Restart your computer to apply the changes
- Open Excel to verify the black boxes are resolved
Helpful Tips
- If the first method doesn't work, try updating your display drivers
- Also update all Microsoft Office applications to the latest version
- For Outlook specifically: Go to Options > Advanced > Disable hardware graphics acceleration
- This is a known graphics rendering issue that affects some systems randomly
- Users with similar computers may not experience this issue - it's system-specific
- The hardware acceleration setting affects all Office applications
- Contact IT if the problem persists after trying these solutions
Remote Desktop Access via Desktop.Alsie.com
Connect to your assigned company computer from outside the network
Step-by-Step Instructions
- 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
Helpful 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