How Well Do You Know the Procedures?

Mac

100

After running the root and user scripts, a sendmail user can receive emails but cannot send. What do you check?

Make sure the outgoing server is smtp.gmail.com

200

What do you do when VMware shows an error on first startup regarding missing virtual machine?

Launch VMware > File > Open Recent > Launch their most recent image (it should be a .vmx file)

300

List one reason why there might be a keychain login error?

-Keychain password may be different from the logon password -user may be logging in with their full name instead of their short name

400

What do you do when customers are missing old mail archives?

Reset their Apple Mail user account info to their old UNIX id and password so they can see old mail - this will only allow them to see archived mail

500

What do you do when the user enters the wrong shortname used for old username in ROOT Script?

Login as root on the affected computer. Go to  > System Preferences > Accounts > Ctrl + Click on User -> click "Advanced..." Change "Account Name:" to "bart" Write down the "Home directory" path on a piece of paper Click "OK" Launch Terminal.app (/Applications/Utilities/Terminal.app) Note: Use "Home directory" path from above where ever you see "$insert" (i.e. "/Users/beavis") Type "mv $insert /Users/bart" (spaces are VERY important) Type "dscl . -change /Users/bart NFSHomeDirectory $insert /Users/bart (spaces are VERY important) Type "dscl . -delete $insert Go to  > System Preferences > Accounts > Ctrl + Click on User -> click "Advanced..." Verify the "Account Name" and "Home directory" names match Quit System Preferences Re-Run ROOT Script (for OLD, use "bart" and for NEW user "new_UNIX")

PC

100

After running the Outlook script, the user loses IMAP folders. What do you do?

1. Right-click the root of the IMAP folder tree (the Outlook folder that had the active Inbox) 2. Select the “IMAP folders…” menu item. 3. In the IMAP query dialogue click the Query button 4. Select all folders in the results table and click on the Subscribe button.

200

List one possible solution when gmail on outlook is not functioning?

Download Google App Sync for Microsoft Outlook

300

If an outlook customer cannot send mail due to a reported error due to the SMTP not supporting SSL connections, what is one possible solution?

Change the SMTP SSL port to from 587 to 465

400

Outlook user didn't get a gconnect authorization code, how to you obtain one without asking Krish?

1.) Click on gconnect 2.) Type in random number in the authorization code box 3.) Click on generate new code

500

Cannot log in to PC using new unix and old password. What can you try?

1.) Log in using old unix and old password 2.) Change unix password in Sims 3.) Restart and log in with new unix and new password

iPhone

100

What is the security to remove iSetup profile?

8888

200

What is the very first step you need to do to setup a sendmail user on iPhone (manually)?

Register user on isecure.gene.com/iphone

300

After sendmail has been setup on iphone, user cannot send emails. What do you do?

Making sure the outgoing port is 465

400

If iSetup is already install for the user, do we need to install it again?

Yes

500

What happens when the archive messages is turned on?

When Archive messages is turned on and messages are archived on the phone they are deleted not archived. By default the All Mail label is suppressed from being shown inside any gMail IMAP configuration which causes the message to completely disappear since it has no where to go on the iPhone

Blackberry

100

Blackberry gets stuck while syncing, what do you do?

Hard reboot- take battery out

200

When you launch the RDC client, what do you connect to?

BES-CON01.gene.com

300

How to create an email forward entry in gMail?

1 Log onto gmail.gene.com 2 Click on 'Settings' 3 Click on Forwarding a copy of incoming mail to and keep Genentech Inc. Mail's copy in Inbox 4 Add forwarding address: [e-mail] 5 Click on Save Changes

400

Show us how to modify forwarding address in intelligent inbox.

1 From the gWiz home page click on Top 10 Links and select Computing to navigate to the Computing web page. 2 From the Quick Links box click on Intelligent Inbox. 3 Click on the Login to Email Settings link. 4 Have the BlackBerry owner enter their new UNIX ID and password and login to the Intelligent Inbox to login. 5 Select the Mail Processing option from the top menu bar. 6 From the Advanced Filtering option click to select: blackberry the existing mail filter 7 Scroll down and locate “Redirect (forward) message to email address” field. 8 Remove the existing email address and enter the new UNIX ID followed by @bbgate.gene.com: [e-mail] 9 Scroll to the bottom and select OK. 10 Logout of Intelligent Inbox.

500

How to synchronize gCal with the BlackBerry device?

Please refer to blackberry instructions

Misc

100

Its after 3pm and the user cannot access DNA server, what do you do ( You don't want to escalate to Tiger Jenny)?

Have the user/desktop support to help them disconnect ALL network drives on their computer & remap with their new UnixID

200

Cannot add user on Crashplan. What is one way to fix it?

1.) Restart 2.) Hardwire

300

Unable to install Casper client - Fails with "deploy post-flight script" error. What do you do?

Casper Admin may have to install the client remotely

400

Why does gMail show the old Unix ID when typed in the recipient or the "To:" section?

This will still show the old email address for 90 days or more till we de-activate the old email address

500

After running Mac scripts and checking Geneair2 configurations, it is still not working. What is one thing you can do?

Install Geneair2 again