First, check whether your computer shows a red X or a “No Internet” sign and try opening another website (e.g., google.com) to confirm connectivity. If other fellow employees in the office also lose their connection, note the time and room – it may be a network outage. Don’t restart routers or switches yourself. Whenever possible, open a ticket under Internet & Network Issues with a brief note describing the problem and location (e.g., “Internet and PACS both disconnected in Exam Room 3 since 10 AM”). If the outage prevents you from submitting a ticket or the lack of internet affects patient care, call the IT extension at 732‑444‑8888 ext 888 to report the problem and then submit a ticket once connectivity is restored so it is properly tracked.

Common causes of slow Wi‑Fi include being too far from the router or having too many open browser windows. Moving closer to the router and closing unnecessary windows can sometimes improve speed. Slow speeds may also be due to a broader service issue; check whether colleagues have the same problem. If the slowdown persists, submit a ticket noting your room and the approximate time so IT can investigate. If the issue prevents you from submitting a ticket or the lack of internet affects patient care, call the IT extension at 732‑444‑8888 ext 888 to report the problem and then submit a ticket once connectivity is restored so it is properly tracked.

Losing wireless signal completely can occur when the router is overloaded or there is a service outage. Try connecting a different device (e.g., your phone) to the same Wi‑Fi network to see if the issue is device‑specific. If multiple devices cannot connect, IT may need to contact the provider. Open a ticket with details of when the outage occurred and which devices are affected. If the issue prevents you from submitting a ticket or the lack of internet affects patient care, call the IT extension at 732‑444‑8888 ext 888 to report the problem and then submit a ticket once connectivity is restored so it is properly tracked.

If you work from home, follow your organization’s telework policies. First, make sure your home Wi‑Fi has WPA2 or WPA3 encryption and a strong password (Most modern home routers provided by ISPs use that encryption when setting up the wifi). Second, make sure you're using your organization’s VPN if one is provided. Third, Make sure your devices have proper security measures, like your password, MFA, and others. Lastly, please contact the help desk immediately if you notice unusual activity or suspect social‑engineering attempts. Please call the IT extension at 732‑444‑8888 ext 888 to report the problem and then submit a ticket at our portal to properly track the issue.

Restart the device once and ensure that power and network cables are securely connected. If the device still shows “offline” or displays an error message, write down the exact text and open a ticket under Computer & Device Help, specifying the room, device name and what you were doing when it happened (e.g., “Front desk PC shows blue screen while printing a patient form”).

A slow computer may be running too many programs at once; closing unneeded applications can help. The computer might also be performing updates or scans in the background; whenever possible, schedule updates outside of work hours. If performance doesn’t improve, submit a ticket and mention when the slowdown occurs.

Unexpected shutdowns are often caused by overheating. If a computer gets too hot, it will shut itself down to prevent damage. Ensure the device is on a cool, flat surface and free of dust. Your PCs are precious, please keep away liquids or Hot materials (Candle, Coffee, etc.) If overheating isn’t the issue, a virus could be to blame; contact IT immediately to minimize risk. If the issue prevents you from submitting a ticket or the lack of internet affects patient care, call the IT extension at 732‑444‑8888 ext 888 to report the problem and then submit a ticket once connectivity is restored so it is properly tracked.

A “blue screen of death” means the system has crashed, often due to hardware or driver issues. Note any error codes on the screen. In many cases, restarting the computer resolves the issue. If the error returns, open a ticket and include the error text, if you were able to take it down.

Try plugging the device into a different USB port or test the USB drive on another computer. If the drive works elsewhere, the original computer’s port may be faulty; report the issue. If the drive isn’t recognized on any device, the drive itself may be damaged and should be replaced or serviced.

First verify that the printer is powered on and connected. Ensure there is paper in the tray and the printer isn’t displaying an error message such as “paper jam” or “out of toner”. If those checks don’t resolve the issue, open a ticket and include the printer model, your workstation name and any error messages.

Check that the printer’s network or USB cable is securely connected and that the device is connected to the same network as your computer. Power‑cycle the printer once. If it remains offline, provide IT with details about the room and the exact error text if you were able to take them down. If the issue prevents you from submitting a ticket or the lack of internet affects patient care, call the IT extension at 732‑444‑8888 ext 888 to report the problem and then submit a ticket once connectivity is restored so it is properly tracked.

Verify that the destination number or email is entered correctly and that the document feeder isn’t jammed. Restart the device once. If the problem persists, create a ticket including the machine’s location and a description of what you were working on or scanning (e.g., “Scanner in Clifton Front Desk fails to send documents to ECW”).

Updox delivers faxes through an online queue. A single page usually transmits in under a minute, but complex forms or large multi‑page documents take longer and remain in the queue until earlier faxes finish. Repeatedly resending the same fax adds to the queue and increases the delay. If your fax appears “in progress” for several minutes, let it continue rather than sending again. Updox has a huge set of support servers so there's plenty of backup, but sometimes faxes in general need patience.

Timeout messages and “socket hang up” errors often occur when your internet connection drops briefly. Check that your computer is online and then retry the fax. If you see “HTTP Status 500 – Internal Server Error,” the problem is on the Updox server; wait a few minutes and try again. Persistent timeouts after multiple attempts should be reported to IT with the time, patient name and any on‑screen message. If the issue prevents you from submitting a ticket or affects patient care, call the IT extension at 732‑444‑8888 ext 888 to report the problem and then submit a ticket once connectivity is restored so it is properly tracked.

This error generally appears when more than one Updox print window is open. Close any extra Updox print or fax windows and refresh your browser. If the error persists, sign out of eClinicalWorks and Updox, close your browser completely, and then reopen it. A quick computer reboot can also clear leftover processes.

If you cannot send a critical fax after trying the steps above—or if the delay could affect patient care—submit a ticket under Printing & Fax with the details of the problem and call the IT extension at 732‑444‑8888 ext 888. This allows a technician to assist immediately while still ensuring the issue is logged.

First check that your internet is working by opening a public website. Try signing out and back into the application once. If you receive messages such as “invalid password” or “credentials expired,” do not reset your password yourself; open a ticket under Email & Software Access and include the application name, error message and whether colleagues have the same issue. For example: “Can’t log in to Outlook since morning; message says credentials expired.”

Our organization does not allow users to reset their own passwords. If you forget your password or receive a message that your credentials are expired or your account is locked, submit a ticket under Email & Software Access. IT will send you a temporary password; when you sign in with it, you’ll be prompted to create a new password. Many login issues are caused by entering the password incorrectly; check the Caps Lock key and ensure you’re using your most recent password. If the matter is urgent and you cannot access critical systems, submit the ticket and then call the IT extension at 732‑444‑8888 ext 888 for immediate assistance.

Take note of the exact wording of the error and the steps you were performing when it appeared. Capture a screenshot if possible. Include your computer name, location and the time of occurrence. This information helps IT replicate and resolve the problem quickly.

Deleted files are often recoverable from the recycle bin or trash. Search for the filename on your computer to see if it exists elsewhere. Stop using the device to avoid overwriting the data. If the file is not recoverable locally, IT may be able to restore it from the server backup.

Deleted files are often recoverable from the recycle bin or trash. Search for the filename on your computer to see if it exists elsewhere. Stop using the device to avoid overwriting the data. If the file is not recoverable locally, IT may be able to restore it from the server backup. A good tip is to always make sure the Onedrive attached to your email is set to automatically backup your PC as a safeguard.

Microsoft 365 applications include an AutoRecover feature that periodically saves your work. Reopen the application and look for recovered versions in the sidebar. If you can’t find a saved version, search your computer for temporary files. For good measure, always make sure that the Onedrive attached to your wowrk email is active and backing up your PC. Contact IT if you need assistance recovering the document or setting up your onedrive.

Phishing emails often try to trick you into clicking a link, opening an attachment or providing sensitive information. Red flags include urgent or threatening language demanding immediate action, a sender address that doesn’t match the organization (for example, a bank email coming from a generic domain like gmail, or a similar but misspelled domain) and requests for passwords, payments or other sensitive information. If you receive a suspicious message, don’t click any links and don’t reply. Mark it as phishing and then delete the message. This issue usually needs urgent attention, please always call the IT extension at 732‑444‑8888 ext 888 to report the problem and then submit a ticket once connectivity is restored so it is properly tracked.

NIST recommends acting quickly when you suspect a phishing attack. Because our policy does not allow employees to change their own passwords, do not attempt to reset anything yourself. Instead, submit a ticket and call IT to request a temporary password for any affected account, and then update the password once you log in with the temporary one. Please make sure to let IT know the reason of change so we can work with you to resolve the issue completely. You should still contact the institution’s fraud department if financial accounts are involved and notify the appropriate people in your company so the incident response team can take action. If personal data of patients or colleagues may have been exposed, work with IT to notify affected parties and comply with legal requirements.

Keeping operating systems, applications and antivirus software up‑to‑date helps close security vulnerabilities and improves performance. NIST advises enabling automatic updates for devices whenever possible. Regular updates reduce the risk of malware infections and system crashes.

For new setups (adding a computer, phone or camera) or upgrades like a faster internet line, create a ticket under Setup & Office Projects. Describe what you need, where it should be installed and when you’d like it ready (e.g., “New PC for Exam Room 2” or “Install camera at front desk next Friday”). IT will coordinate wiring, configuration and scheduling.

Yes. If you need a device relocated, additional network drops installed or software deployed, open a Setup & Office Projects ticket. Provide details such as room number, desired timeline and any special requirements so IT can plan the work.

As a rule of thumb, perform simple checks (restart the device, verify power/network cables, close unused programs) and note any error messages. If the issue persists or affects patient care, open a ticket. Providing detailed information—room number, device name, error text and time of occurrence—helps IT resolve issues quickly.

For urgent incidents that threaten patient safety or involve suspected data breaches, call the IT department directly at 732‑444‑8888 ext 888. Speaking to a technician ensures a rapid response to critical issues. Afterward, please submit a ticket summarizing the incident so it is tracked in the system.

Yes. The portal’s Knowledge tab contains articles and how‑to guides. Use the search bar or browse by category to find self‑service answers. If you can’t find what you need, open a ticket and mention that you searched the knowledge base.