Help & FAQ

Download and open the FCS Remote Support app for your computer. It shows an ID and a one-time password. Share those with your technician — or call us and we’ll connect.

You watch the whole session, you approve the connection, and you can end it at any time. The app gives us no standing access, and nothing keeps running after we disconnect.

That’s expected the first time. Windows SmartScreen flags newly published apps until they build a reputation; the app is safe to run.

If your browser warns you, choose Keep. If Windows shows a blue “Windows protected your PC” screen, click More info, then Run anyway. If you’d rather not, open a ticket and we’ll help.

No. We can only connect while you have the app open and have shared your ID and password, and every session is attended by you.

The app doesn’t leave a background service running or give us a way back in on our own. When the session ends, our access ends with it.

A quick two-minute check tells us whether the connection itself is down or whether it’s only name resolution (DNS) that’s failing. Telling us which when you open a ticket saves a lot of back-and-forth — and sometimes points to a fix you can do yourself.

First, how are you connected? Note whether you’re on Wi-Fi (the internal wireless) or plugged in with an Ethernet cable. If you’re on Wi-Fi, make sure you’re joined to your own network, not a guest or a neighboring one.

Open a command line:

• Windows: press the Windows key, type cmd, and open Command Prompt.
• macOS: open Terminal (Applications → Utilities → Terminal, or Spotlight and type “Terminal”).
• Linux: open your terminal application.

1. Test the connection. Run ping 8.8.8.8 — that’s a Google server reached by its numeric address, so it doesn’t rely on DNS. (On macOS and Linux ping keeps going until you press Ctrl + C; or run ping -c 4 8.8.8.8 to send just four.)
   Getting replies means the internet connection itself is up — go to step 2. If every line reads “Request timed out” or “Destination host unreachable,” this is a genuine connection problem: router, modem, cabling, or the ISP. Restarting the modem and router is a fair first try.
2. Test DNS. Now run ping google.com.
   If it replies, DNS is working — both the connection and name lookups are fine, so the trouble is more likely one specific site, app, or service rather than “the internet.” If it does not reply even though 8.8.8.8 did, that’s a DNS issue, not an internet outage: your computer can reach the internet but can’t translate names into addresses.

If one particular website won’t load while everything else works, it may be blocked on purpose by our content filter — you’ll usually land on our review-request page instead of an error, and you can ask us to review it right there.

When you open the ticket, tell us: Wi-Fi or wired, whether ping 8.8.8.8 replied, and whether ping google.com replied. Those three answers usually tell us exactly where the problem is.

Our secure (802.1X) Wi-Fi needs a few settings entered by hand on Android. Tap the office network name in your Wi-Fi settings and fill in the following. The field names are the same across phones, though the menus look a little different on Samsung, Pixel, and other brands.

• EAP method: PEAP
• Phase 2 authentication: MSCHAPV2
• CA certificate: Use system certificates
• Minimum TLS version: TLS v1.0
• Online Certificate Status: Do not verify
• Domain: the domain we gave you (ask us if you’re not sure)
• Identity: your C2 Identity username, including the domain (for example jdoe@yourcompany)
• Anonymous identity: leave blank
• Password: your C2 Identity password

Then tap Connect. If it won’t join, the usual culprits are a mistyped Domain or an out-of-date password — open a ticket or call the TAC at (972) 908-0175 and we’ll get you on.

On Linux, the same values apply (PEAP / MSCHAPV2, CA certificate set to the system store, and the matching domain). The fiddly part is usually the certificate step, so reach out and we’ll walk you through it.

Whether the site is already blocked or you just want to be sure it won’t be, it’s the same request: open a ticket and tell us the address. You don’t need to know which of our security tools would block it — we check your account and allow it in the right place.

Start the subject line with Allow a website so it routes straight to the right technician.

In the ticket, tell us:

• The full web address. Copy it out of your browser’s address bar rather than typing it from memory — for example https://portal.vendor.com/login. If there’s more than one, list them all.
• What you need it for — a vendor portal, a training video, a client’s website. One line is plenty.
• Who needs it — just you, your team, or everyone at the company.
• A screenshot of the block message, if you’ve already run into one.

What happens next: we review the request against your organization’s policy and email you either way — a few categories are set by your management rather than by us. Once a site is allowed, give it a few minutes to take effect, then close the tab and open it again.

Some sites pull content from several addresses, so a page can come up with pieces still missing. If that happens, reply to the ticket with the address of the part that isn’t working and we’ll add that too.

If it’s holding up work right now, call the TAC at (972) 908-0175 — answered 24/7/365.

One quick test tells us whether this is a Microsoft problem or just your Outlook app — and knowing which when you open a ticket gets you to a fix much faster.

First, what are you using? Note whether you’re in the Outlook desktop app (installed on your computer) or a web browser.

1. Try Outlook on the web. Open a browser, go to outlook.office.com, sign in with your Microsoft 365 account, and send a test message (to yourself is fine).
2. Read the result.
   If it sends fine in the browser, Microsoft’s service is working — the problem is your Outlook desktop app, not your account or Microsoft. Try the desktop fixes below.
   If it still won’t send in the browser, that points to a Microsoft-side or mailbox issue rather than your app. Check the status banner at the top of our home page — if Microsoft 365 has a known issue, waiting it out is usually the answer; otherwise open a ticket and we’ll dig in.

If it works in the browser but not the desktop app, these fix it most of the time:

• Open your Outbox — one stuck message (often a large attachment) can block everything behind it. Delete or move the stuck message, then try sending again.
• Make sure Outlook isn’t set to Work Offline (the Send / Receive tab — the button should not be highlighted).
• Fully quit and reopen Outlook; if it persists, restart the computer.
• Still stuck? It may be the Outlook profile or cached data, which is our department — open a ticket and we’ll sort it out.

If Outlook keeps asking for your password or rejects the correct one, that’s usually a sign-in / MFA prompt rather than an outage. Don’t re-enter your password from a link in an email — go to outlook.office.com directly, and if it keeps looping, call the TAC at (972) 908-0175.

When you open the ticket, tell us: whether it fails in the browser too or only in the desktop app, the exact error message, and whether a message is stuck in your Outbox.

When a verification code that’s supposed to arrive by email never shows up, it’s often being held by your email security gateway (SpamTitan) before it ever reaches your inbox — codes from senders you don’t email often can look like spam to the filter.

First, check your own mailbox — look in your Junk / Spam folder in case it just landed there.

Then check SpamTitan, your Email Security portal:

1. Sign in to your Email Security portal (SpamTitan).
2. Open your Quarantine / held messages and look for the email from your bank.
3. If it’s there, Release it, then add the sender to your Allow / Safe list so future codes come straight through.

You can also release messages straight from the quarantine report SpamTitan emails you periodically.

One catch: passcodes usually expire within a few minutes, so a released code may already be too old to use. Allow-list the sender first, then request a fresh code — it should come through right away.

If it’s not in quarantine either, the code may be arriving by text instead, or the sender never sent it — check with your bank. Still stuck? Open a ticket or call the TAC at (972) 908-0175 and we’ll check the gateway and allow-list the sender for you.

Your portal logins are set up by your FCS technician. If you need access or a password reset, open a ticket or call the TAC — please don’t send passwords by email.

When we need to share a credential with you, we do it securely through Bitwarden rather than over email or text.

A passkey lets you sign in with your device and your fingerprint, face, or PIN instead of a password and a texted code. There’s nothing to type, nothing to phish, and nothing to reuse — it’s the most secure way to sign in, and it’s the direction the industry is moving (Microsoft is retiring text-message codes for Microsoft 365).

To add a passkey to your Microsoft 365 account, go to your security info page at mysignins.microsoft.com/security-info, choose Add sign-in method, and pick Passkey or Security key. Where the passkey is stored depends on your device:

• Windows: Windows Hello (your face, fingerprint, or PIN) acts as the passkey.
• iPhone / iPad / Mac: it saves to iCloud Keychain and unlocks with Face ID or Touch ID.
• Android: it saves to Google Password Manager and unlocks with your screen lock or fingerprint.
• Microsoft Authenticator app: can hold a passkey that works across your devices.
• Hardware key (YubiKey): register it as a security key for the strongest, most phishing-resistant option — ideal for admins.

Not sure which is right for you, or want a hand? Open a ticket or call the TAC at (972) 908-0175 and we’ll set it up with you.

Tell us what’s happening, when it started, and the exact wording of any error message. A screenshot or log file helps a lot — you can attach one right on the ticket form.

You don’t need to describe your computer; the form quietly records your operating system and browser so we already have that context.

The Technical Assistance Center is staffed 24/7/365 — like an in-house IT team, we get woken up when something can’t wait. Every ticket goes straight to the TAC and a technician follows up, and you’ll get an email confirmation with a reference number as soon as it’s in.

If your systems are down or it’s urgent, call (972) 908-0175 any time, day or night — you’ll reach a person rather than waiting on a ticket. Mark the ticket Urgent if you do submit one.