Frequently Asked Questions⚓︎
Common Questions and General Information⚓︎
Work in Progress
This is an evergreen document. It is subject to regular updates - so check back if your question hasn't been directly answered, or suggest one in a ticket.
Knowledgebase⚓︎
What purpose does this website serve?
This website is a knowledge resource (Knowledgebase) for Bitstream clients and users. We hope to provide direct answers to most of the common questions or issues that come across our helpdesk. This Knowledgebase also contains many guides on how to use your computer, your collaboration platform, auxiliary services we offer, and more.
How do I navigate the Knowledgebase?
Articles on this Knowledgebase are tagged with keywords that aid users in finding what they need. You may organically browse by category in the links above, or you may simply search for your concern using the search bar above.
Is there a place to view details about a service outage?
Yes! Effective service outages (Gmail, CRMs, etc.) will generally be posted to our Status Page, in the form of an incident alert.
The service uptime indicators found on this page may signify a partial disruption, and not necessarily an outage that affects you.
General Information⚓︎
I need help from IT!
Awesome, that's what we're here for! Have a look around to see if your question has been addressed on this knowledgebase, or submit a ticket for further assistance:
Note: tickets from personal email addresses will not be accepted. Please use your work address for all IT requests.
I can't find the Bitstream icon.
If using Windows 11
All but a few icons in the system tray (bottom-right) are hidden from view by default. Click on the overflow menu :chevron-up: to reveal the agent icon:
Try a reboot
Technology can be finicky - and as such, it's possible that the icon has disappeared from view. In that case, a simple reboot should resolve the issue.
When does the helpdesk operate?
Helpdesk operational hours are:
Fully Staffed Desk
Monday - Friday | 8a-6p EST
Limited Staffed Desk
Saturday | 9a-5p EST
Federal Holidays | 9a-5p EST
Tickets received outside of these hours will be addressed during next business hours.
When are outages monitored?
Major outages are monitored 24/7/365.
IT Procedures⚓︎
I need to move IT equipment. What do I do?
Bitstream policy on equipment moves is that we should always be notified by ticket prior to moving any equipment. This includes (but is not limited to) managed computers, printers, monitors, desk phones, etc.
This policy exists to ensure that equipment will remain working once the move is complete, and that no other equipment is left in an inoperable state as a result. Some configuration or preparation on our end may be necessary prior to moving equipment.
User Access⚓︎
I'm locked out of/forgot the password to my account.
For all managed accounts (email, Windows, etc.), self-service password resets are not accepted. This is a security measure, as we cannot verify your identity over phone or personal email.
Please have your supervisor, manager, or financial controller submit a ticket on your behalf, for assistance.
Note that Windows login lockouts will reset after 10 minutes - so if you are confident that you know your password, let time elapse before trying again.
Security⚓︎
How can I protect myself from phishing?
Glad you asked. We offer a few resources for understanding, identifying, and combating phishing attacks. Additionally, we highly recommend everyone take two minutes to complete the Jigsaw phishing training quiz.