If you’ve forgotten your password or have been locked out of your account, you can reset your own password with Microsoft’s self-service password reset tool! You will need to have at least two methods of verification set up, so if you haven’t set that up first you will need to call IT for a password reset, then set up a method of identification and then you’ll be able to use the password reset tool. 1. Go to https://aka.ms/sspr on your mobile phone or computer. 2. Fill in the requested information and click Next 3. Here, choose which method you prefer to receive your password reset. Your selections may vary depending on what methods you previously set up. 4. Enter the code, and click Next 5. This will require you to use another method of verification during the password reset process. 6. Depending on the previous option you may need to check the authenticator app for the request to approve it. On this screen please enter your new password*. Change your password to meet the following complexity requirements:  At least 12 characters in length One capital letter One number *Some common words are not accepted (including names) when setting a password, so make sure it’s unique!

Use the snipping tool to take a screenshot Being able to take a screenshot can be helpful for team members as well as the tech support staff to get a visual of specific error messages or issues that you might be facing! You can include these screenshots in the tickets you submit for support. The following article will explain the steps you would take to create a snip. While logged in to your ContactUS desktop or on your own computer running Windows 10:   Click the Start menu in the bottom left corner  Select the Snipping Tool   When it opens click Mode, then click Window Snip.   Your entire screen will appear shaded like below   If you move your mouse over the window that you want to capture, it becomes unshaded. Click on the window that you want to capture and the snipping tool automatically opens a new window with a copy of the screenshot.     From here you can either go to File and Save the picture to send to someone via Teams or email, or go directly to Teams where you can insert the photo in two ways: - On your keyboard press CTRL + V to paste - Right-click in the box where you would type your message and click Paste  

Note: This article is only applicable to employees using their own personal devices and these settings may not be able to be changed once logged in to the ContactUS VMWare environment.   Depending on the way these settings are configured, your computer will enter sleep mode if it’s idle for the specified amount of time. When this happens your internet connection can be disrupted which can result in disconnecting you from your VMWare session and causing you to log back in after a break or lunch. This is a quick guide for adjusting the sleep settings on your computer, before logging in to VMWare. Click the Start button in the bottom left hand corner of your screen. Then, click the Settings icon. Yours might not look exactly the same, but the options should be similar. In Settings, go to System.    In the navigation on the left, look for Power & Sleep.   You only need to change the settings under Sleep. Your settings don’t need to match this exactly, but we recommend choosing something longer than 30 minutes since during a workday the longest you’ll ever likely be away from your screen is during your 30-minute lunch.   After this, you can click the X in the upper-left and this will apply the change, you can then log into VMWare as normal to start your shift.

Checking Application and VMWare audio settings   From time to time VMWare or the softphone application may lose the correct association with the proper sound device, the below is a step-by-step guide to walk you through checking the sound settings in VMWare. Before logging in to VMWare, on your own computer (not the ContactUS desktop) make sure that your sound is on and your speakers are not muted. Click the icon down by the date and time that looks like a speaker. Another easy way to test this as well is to play a sound on your computer, a song that is saved, or a YouTube video, etc. ***Make sure that the volume on your regular operating system is also turned up. We have found that the volume setting seems to override the volume in VMWare. (ex: your volume is set to 15 in Windows, but 100 in VMWare. It will still sound faint in VMWare because the volume in native Windows is set to 10)***   Right-click on the same speaker icon and go to Open Sound Settings   In the window that opens look for the Input settings, yours may vary depending on the type of headset you have. Make sure it is plugged in, then select your device from the drop down and the bar under Test your microphone will move if it is picking up sound. If the bar isn’t moving, make sure that if your headset has a mute switch, it’s off. A quick computer restart might also help here. If the issue does persist, you may need to try another headset or contact your computer manufacturer for assistance.   After confirming that your settings are correct outside of VMWare, you’ll want to check the sound settings inside of VMWare where you see the ContactUS desktop background. Once you confirm the above, right-click on the speaker icon and click Open Sound Settings   In the window that opens you need to look at the Output and Input settings and both will likely need to be set to Teradici Virtual Audio Driver To test the microphone you can talk into it and if the sound is being registered in VMWare then the bar will move to indicate the mic is working properly. Make a note of these settings or leave this window open so you can set your MotionCX app settings to match.   Log in to Motion and click the Settings icon. Select Audio Settings and adjust them both to Teradici.  

You should have received login credentials from HR, you’ll want to use those to complete the steps below to make sure you can log in to your ContactUS Microsoft account and set up the Microsoft Authenticator, as well as account recovery options. To ensure the security of you and your customers ContactUS uses Multifactor Authentication to confirm your identity, we will not use the information you provide for any other purpose.   Step 1.  Navigate to https://www.office.com in your preferred web browser. Step 2. Click in the upper-right hand corner, then enter your Microsoft/Teams login provided by ContactUS. Click Next Step 3. Enter your password provided by ContactUS and select Sign in Step 4. Enter the password provided by ContactUS. You will then be prompted to set up the Microsoft Authenticator and account recovery options. You can use your personal email address and a phone number, please make sure to set up all three methods. Step 5.  When you click Next on the “more information required” screen you’ll see prompts to set up Microsoft Authenticator and your account recovery options. Download the Microsoft Authenticator app from the App Store or Google Play Store and once it’s installed, click Next.    These next steps will require both your phone and the web browser on your computer.   Step 6. On your computer:  It will refer you to the app to allow notifications if needed, then you’ll add an account. The next screen will display a QR code. Stop here for now, you’ll need the QR code after setting up the app on your phone. Step 7. On your phone: Once you have the app downloaded, click Agree to the app data usage then click Add work or school account     Select Add work or school account   Select Scan a QR code   On your computer, after scanning the QR code, click Next. The authenticator app will send a push notification to your phone which you must accept before moves on to the next step. It will say that the notification has been approved, you can click Next **When successfully added “ContactUs LLC” should be listed in the App as one of the accounts added. Step 8. On your computer Enter your phone number when prompted and choose if you want to receive the code by text or call and click Next. On the next screen you’ll enter the code from Microsoft and click Next.  The next screen should be confirmation that your phone was registered. Step 9. On your computer, click the icon in the upper-right hand corner that shows your picture or your initials, then click View Account. Step 10. Look for and click on Security Info on the left, or  Update Info under Security Info from the menu on the right. .   Step 11. Look for and click on Security Info on the left, or  Update Info under Security Info from the menu on the right. If you have followed the previous steps in this document your other sign-in methods will show up here, click “Add sign-in method” to proceed. From the drop-down, select Email. Step 12. Enter a personal email address, not your work email. Note: ContactUs will not use your personal email address for any reason, this is a means of having an alternative recovery option should you need to reset your account password. Click Next. Step 13. Check your email for the code and enter it in the box below, then click Next again. In the upper-right hand corner you should see a success message. This is the last step in the MFA Setup process, after this you are good to go!

You may occasionally run into a situation where you need to conduct a speed test for your internet connection. If you are experiencing the following symptoms, it might be a good idea to run one: lag inside of VMWare, choppy or dropped audio, frequent disconnects from your ContactUS desktop. Before you begin, make sure that you are running this test outside of the ContactUS environment, either from a cell phone or from your device (directly connected using ethernet is recommended). Follow the instructions below: Navigate to a website like  www.speedtest.net or https://speed.measurementlab.net and being the test.   Remember: The minimum speed for WAH with ContactUS is 50Mbps. Below are some definitions to explain what you are seeing in the above: Download speed – This refers to how many megabits of data per second it takes to download data from the internet. This is used for receiving images, listening to music, or streaming videos with Netflix, etc. Upload speed – Determines the amount of data that can be sent from your computer or device to the internet. Upload speeds are used for sending messages, sharing, or uploading photos/videos and voice or video chats. Ping/latency – You may see these used interchangeably. Ping is the signal that’s sent from one computer to another, but the latency is the time (in milliseconds) that it takes for the ping to return to your device. The higher the ping, the greater the possibility for drops in connectivity or lag. The higher the latency number, the more issues you may experience. If the issue persists, we typically recommend that you reboot your modem and router and conduct a new speed test. If the results show a speed less than what you should get from your ISP, please reach out to them for assistance. Once they resolve any issues on their end you can reach out to our support team for assistance.  

Backing up your bookmarks can be helpful if you are having issues that may need to be resolved with a rebuild of your CUS profile, or moving to a new device if you are a corporate employee.  The process is easy. Open Chrome and look for the three dots/lines to the right and go to Bookmarks, and then Bookmark Manager.      Once inside bookmark manager, click the three dots to the right of the search bar and select Export Bookmarks.            This will create an HTML file of the bookmarks that you can save and send to yourself in Teams or via e-mail.    To send to yourself in Teams, search your name in the search bar at the top.    Once you click on your name, below the text bar click the paper clip icon, and select upload from my computer.       Select the saved file and press Open, if it does not automatically pull from ‘Documents’ you can select Documents from the left side panel under ‘Quick Access’    The file will load in the text bar, from here all you need to do is press the send icon.   

The following can be helpful if you need to restore bookmarks after a profile rebuild, or if you've been issued a new company laptop.   Open teams (teams.microsoft.com) and sign in. Once you are signed in navigate to your chat and download the bookmark file previously saved.    Once the file is downloaded open a new tab in Chrome and click the three dots/lines in the upper-right hand corner and go to Bookmarks, and then Bookmark Manager.      Inside the Bookmark Manager click the three dots from the far right of the search bar and select Import Bookmarks.     Select your bookmark file and press open, your books marks should return. 

Purpose: To improve VMWare performance, and help lower your CPU usage inside of your VM.   Step 1: Open Task Manager by either searching for it in the start menu, or holding Ctrl+Alt+Delete on your keyboard and selecting Task Manager    Step 2: Click More Details to see a more detailed breakdown of applications and background processes running on your machine. Step 3: Click the Details tab to see all instances. Scroll down until you see your Chrome instances.        Step 4: Click on the first one to select/highlight the instance. Right click the instance and go to “Set priority”, a second options area will appear. Click “Low”   Step 5: A box will appear asking if you are sure you’d like to change the priority. Select “Change Priority”.      Step 6: Repeat this step for each Chrome instance until all are set to a low priority. You can apply these steps to any browser you currently have open. 

Click the site information icon, next to the address and select “Cookies and Site Data”. Select “manage on device site data” Click the trash can icon next to each site listed, then hit done   Select Reload. This will refresh teams, and may ask you to log in again   Once the page is finished loading, proceed to join the meeting, make sure your settings are correct (Speakers & Microphone). Make sure you allow access for any notifications