Before you begin troubleshooting a blank monitor Check the following items before using the steps in this document: Make sure the monitor has power and the power light comes on when the power button is pressed. If the light on the monitor remains off, the monitor is not receiving power from either the wall outlet or the power adapter. If you have a flat panel LCD monitor, unplug the monitor power cable, wait about 30 seconds, reconnect the cable and then turn on the monitor. This resets the electronics on the monitor. If the monitor has a detachable video cable, obtain a second monitor cable for testing purposes in case the cable is bad. Disconnect all connected devices except the mouse, keyboard, and monitor. This includes removing USB flash drives and memory cards from card reader slots. Step 1: Check the power Disconnect the video cable from the monitor and make sure the monitor power cable is plugged into a power outlet. With the monitor plugged in, press the power button on the monitor. There is a power indicator light located on the monitor case. If the power light comes on, the monitor has power, skip to Check for fan noises, beeps, and power lights. If power light remains off when you press the power button, either the monitor is not receiving power or the monitor is defective. Check all the following items before attempting to service or replace the monitor: Make sure the power outlet has power and the power outlet matches the power rating for the monitor. Connect the monitor to a different power outlet. Try a different power cord. If the light comes on, the monitor has power. Continue to the next step. Step 2: Check for fan noises, beeps, and power lights To help determine whether the problem is caused by the computer or the monitor, turn on the computer, listen for sounds, and look at the lights. If the computer makes a beeping sound when turned on, a card, cable, memory module, or processor inside the computer might have come loose. Go to Reseat loose internal components to check for loose components. If you do not hear noise from the fans and the power lights on the computer are not on, the problem is related to the computer, not the monitor. To troubleshoot a computer that does not start, see Computer Does Not Start. If you can hear the computer fan spinning and see lights on the computer, the problem is probably caused by the video cable connection or the monitor. Continue to the next step. Step 3: Reset the monitor At first setup, or under certain signal conditions, the monitor might not be able to switch to a new display resolution. Do not shut down or restart the computer. Instead, reset your monitor. If you need instructions for resetting your monitor, search the HP support website. Go to HP Customer Support, and follow the instructions to find your product. You should see the image from the computer on the screen. If not, continue to the next step. Step 4: Check for error messages on the monitor Use the following steps to see if a built-in on-screen message is displayed. Connect the video cable and turn on the computer. Turn on the monitor and wait about ten seconds while the computer starts. While the computer is starting, disconnect the video cable. If a message is displayed, the monitor panel is working and the problem is related to the video signal. For further troubleshooting steps, see, Flat Panel Monitor Displays Message about No Signal, Signal out of Range, Sleep, or Power Save. If the monitor remains blank, turn off the computer and continue troubleshooting. Some monitors do not have on-screen messages but instead use the lights to indicate no signal. When you disconnect the cable, instead of an on-screen message, the light turns amber, indicating that the monitor lost signal and is working properly, but is out of range, or not receiving the signal. Step 5: Check cable connections If you see the initial HP logo screen but later lose the picture, go to Connect the computer to another monitor. Otherwise, check the video cable connection on the back of the computer and on the monitor. Make sure that it is connected properly and the connecting screws are tight. Turn the monitor off and then back on again (while the computer is on) to see if an image is displayed. Make sure that you have the monitor power adapter cord plugged into the power connector. After you have reconnected the power cord, turn on the monitor (while the computer is on) to see if an image is displayed. If there is still no image, continue to the next step. Step 6: Connect the computer to another monitor Connect the computer to another monitor to determine which device has the problem (the monitor or the computer). If you do not have an extra monitor, temporarily connect the computer to another monitor for troubleshooting purposes. After the monitor is connected, turn on the computer and the monitor. If the newly attached monitor does not display anything, disconnect the cable and continue to the step to Inspect the video cable and video connectors for damage. If the newly attached monitor displays initial startup screen(s) but then goes black, there is a problem with Windows starting. If the new monitor works, the original monitor or its cables are faulty. Try connecting the monitor with a different video cable. If the monitor still does not work, replace the monitor power cable. Replace or service the monitor if it still does not turn on.  

 To properly sign out of a Remote Desktop session: Open the Start menu at the bottom left of the screen Click on the “Person”/profile icon on the left side of the menu Click “Sign Out”.   Please do not use the “X” on the top of the screen on the blue bar or the “Disconnect” option in the start menu.   See below screenshot for reference. Following these steps benefits everyone by allowing the Remote Desktop server to maintain stability and allows more active users to access the server at one time.

Training Room:   How to add a Shared Calendar :  (Under Calendar tab) Home> Add > From Shared Calendar > type in “Spectrum Training” click OK  How to create a meeting  New Meeting  Required :  (training@spectrumaz.com) Location: Spectrum Training Room  Include whomever else is invited press send       Sharing Content using your own PC (PC HDMI 1 on remote) Plug the WPP20 USB into laptop Open File Explorer, click the CD Drive "WPP20" and double click "Presentation Launcher" To stop sharing click button on device to disconnect or unplug USB Note: If device is red it is not connected. Must unplug and re-plug to connect and you must keep software opened (can be minimized) to remain connected.   Sharing content using Training room PC: Username: training password: Spectrum1914! Switch source to HDMI 4 – note the content will only show on monitor 2 Sign into www.office365.com to access your files and office applications   Conference room:   How to add a Shared Calendar :  (Under Calendar tab) Home> Add > From Shared Calendar > type in “Spectrum Conference” click OK How to create a meeting  New Meeting Required :   (conference@spectrumaz.com) Include whomever else is invited press send Do not add anything to the location tab How to Access your Files on the Conference Room account Login - Username: conference Password: Spectrum1914! Use website www.Office365.com to access your files and Microsoft products   How to connect your PC to the Monitor: Unplug the HDMI cable from the Lenovo conference room pc and plug into your laptop Make sure the source on the TV is correct and your laptop should be displayed   To place a ticket for IT assistance please email: helpdesk@hb-global.com                 Troubleshooting:  Audio/Microphone Issues: How to fix in Microsoft Teams:                   How to adjust speaker settings on the PC:     Internet Issues: Be sure your device or docking station is connected to the internet via Wi-Fi or an ethernet cable. If an ethernet connection is available, use as preferred method Restart device   Display issues: Press the power button to wake device – even if the light is displayed Make sure the cable connections are secure Make sure the source of the input is correct on the TV monitor Unplug and re-plug cables as necessary   How to adjust to dual monitors  Select Start > Settings > System > Display In the Multiple displays section, select an option from the list to determine how your desktop will display across your screens > Select Keep Changes   How to connect your PC:  Unplug the HDMI cable from the Lenovo conference room pc and plug into your laptop Make sure the source on the TV is correct and your laptop should be displayed   How to Access your Files using the conference room accounts: Use desktop shortcut to sign into your Office 365 account where you may access all Microsoft products and files: You may also use the direct website: www.Office365.com   Utilizing IT assistance Use the “HBGL Help Desk Portal” shortcut on your desktop to access the helpdesk portal Furthermore you may access the portal using this website: https://helpdesk.hb-global.com/support/home Browse help articles to find solutions on common issues Submit a ticket in the helpdesk portal using “Report an Issue” You may also submit a ticket by emailing helpdesk@hb-global.com with a description of your issue                      

  What can IT Support do for you? IT Support can help you with phones, computers, printers, applications, security, access, etc.   IT Support cannot help you with things like printer toner, paper, pens, batteries, post-its, staplers, etc.  In these cases, it’s always best to contact a local office manager or the specific vendor that provides these items at your location.   Where do I go to submit a ticket?    Please submit a ticket in the Freshservice portal.    Tips for tickets:   When following up on a ticket, use Freshservice so your conversation is properly documented.   Always include contact information, especially if you are on-the-go.    Please do not copy an entire email chain and paste into Freshservice, unless problem requires a tech to read an entire email chain.    Have realistic expectations for the timeframe of completion.  Reason being, not all IT Support tickets have the same impact and urgency.  As an example, one ticket may only impact one person, whereby another impacts 50 people.  Or, better yet, one ticket may be for a personal printer, but another ticket may be that a network is down.  Tickets that have a higher impact and urgency will always be tended to first. Please refer to our SLA's.   When requesting new user accounts, please try to allow for two weeks lead-time, especially if new equipment needs to be ordered.    It is highly suggested that managers submit a New Hire/Change/Termination form to designate an assigned person to contact IT in these events. This role should submit tickets for all separations immediately, even if scheduling for a future date and time.   Submit separate IT Support tickets in Freshservice, for separate issues.  This helps make sure your ticket is assigned correctly, as well as helps with making sure you can get help as fast as possible.    When requesting an update on a ticket, please reply to one of the email notifications in Freshservice. Creating a new, duplicate, ticket will start the process over and will slow things down for everyone.    After a ticket is closed, please do not reply to the automated email notification.  This will reopen your ticket.  If you want to respond with a message or thanks, after a ticket is closed, please use Teams or email. 

    This search engine on the home screen works the same as any other internet search engine.  You’ll enter key words regarding what you are looking for and click “enter” or the  icon.  The search engine will populate results, based on your input, in combination with what is available in the knowledge base.   Here is an example of a search engine entry:     Within your results, you can browse articles that have been published or try tweaking your search entries to narrow down choices available to you.      Many articles will include attachments.  These attachments can be made up of flow charts, training materials, videos, etc.  Please be sure to view the attachments within the articles as these provide more in-depth information.   To find the knowledge base again, just find and click the “Knowledge Base” link on the home screen.   

Pin apps and folders to the desktop or taskbar Windows 10 Windows 8.1 Windows 11Windows 10 To pin apps to the taskbar Select Start , scroll to the app you want to pin, then press and hold (or right-click) the app. Select More > Pin to taskbar. If the app is already open on the desktop, press and hold (or right click) the app's taskbar icon, and then select Pin to taskbar. Note: To remove a pinned app from the taskbar, right-click the app icon, then select Unpin from taskbar. To add shortcuts to the desktop Press and hold (or right-click) the desktop, then select New > Shortcut. Enter the location of the item or select Browse to find the item in File Explorer, then select the location and select OK. Select Next, then select Finish. Notes:  To delete a shortcut from your desktop, press and hold (or right-click) it, then select Delete. If you delete a shortcut, only the shortcut is removed, not the original item. You can't create shortcuts for Windows Store apps.

1. Open Google Chrome on your Mac or PC and navigate to the web page you want to bookmark. 2. Click the star on the right edge of the address bar. A bookmark will be automatically created.  3. A pop-up box will appear where you can customize the bookmark. You can rename the bookmark (website URLs are often quite long, so it can be helpful to shorten the name for readability) and choose which bookmark folder in which to store it. If you want to create a new bookmarks folder, click "More…"

1 Sign into Chrome Open Google Chrome, and look for your user icon in the top right. You can tell if you are signed in or not by what the icon looks like. Custom Icon You have signed in, and chosen a custom icon for yourself on Google's services. Letter in Colored Circle You are already signed in, and simply have not assigned a custom icon to your account. This is normal and will work fine. Default Silhouette You have not signed in, and in order to proceed, you will need to sign into your Google account first.   You may want to sign off the current profile so you can sign into a new one. How to Sign Out of Chrome If you don't have an account, you can create one in minutes. Create a New Profile In Chrome How to Create and Switch Profiles in Chrome Open Google Chrome, and select the user icon in the top right. Select Turn On Sync. Enter your Google email address, then select Next. Enter your Google Password, then select Next. Depending on your Google Account, you may be asked further questions, such as for two-factor authentication options. Follow the instructions on your screen to complete signing into your Google Account. You'll be asked if you also wish to Sync your bookmarks, search history, and other information across devices. This can be changed later in settings. For now, select Yes, I'm in.

Attached to this article, you will find our new Help Desk Guide. This guide will provide details on our offered services, availability, process for submitting requests, and our service level agreements. Please reference this information while trying to determine a priority level while submitting a request and to ensure that your request is handled within the timeframe documented.

Please follow these steps to configure an "Extended Display"   1. Minimize any open tabs, right click your desktop, select Display Settings      2. In Display Settings, you will be shown a image of the monitors that are being detected on your set up. Scroll down the page until you see the "Multiple Display" settings.      3. Select the drop down under "Multiple Displays" and change the option from "Duplicate these Displays" to "Extend these Displays" (If you have more than 2 monitors connected please scroll back up to the top of the page, select each monitor that is shown and ensure each display is set to "Extend" rather than "Duplicate")     4. Scroll back to the top of the page. You will now see multiple displays. Select the "Identify" Option, this will display numbers on your monitors. Drag and Drop the monitors that are being displayed on your screen to match the numbers that you were shown after selecting "Identify"      The displays should now be set up to work as Dual Monitors.