Our Most Frequently Asked Questions

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Q. How do I get emails on my mobile device?

A.

If you have a correctly configured in-house Exchange Server or your email is hosted on Microsoft 365 servers you should just need your email address and password to set up an email account on your mobile device. POP2 or IMAP accounts are a little more involved, you will need to speak to your email provider to get the required information to set this type of account up.

Q. How do I standardise my email signature for all of my staff?

A.

Our recommendation would be to use a signature manager application such as Exclaimer, which can be used to standardise signatures for both in-house and Microsoft Hosted Exchange account.

Q. How do you remember all these passwords?

A.

A lot of people use the same passwords for various systems, in the event one of those systems has a breach, your password for numerous sites could be leaked onto the internet. A good way to mitigate this is to use a password manager; this allows you to store a unique password for each system and often suggests a strong password to use.

Q. Do I need to do backups?

A.

Most definitely! Ask yourself “Could I run my business after losing all my data?”

Q. Do I need to take backups offsite?

A.

Yes, if you leave the backup media in the office and something happens, you’ve lost your data. Also, most insurance companies require offsite backups.

Q. How secure is my data in Office 365?

A.

Office 365 uses the same technology as your on premise servers use, just on a much larger scale, the data you store in Office 365 is only accessible by members of your organization, the same as if it were stored on your server in your building.

Q. I can’t get into a folder on our server, what should I do?

A.

Server folders are protected so that users can only access certain locations, if you do not have permissions to access a required folder you will need to speak to your IT Administrator to have the permissions adjusted.

Q. I have received a email demanding payment to a Bitcoin account – what should I do?

A.

In short you should ignore the email and delete it, this is a very common type of scam email.

If your password, or any password you have used in the past, is quoted in the email this is because your details have been leaked in a previous breach. You should change your password if you still use the quoted password on any systems.

Q. I’ve deleted/damaged/lost some data by mistake and need it back!

A.

This is down to your backups – they must run frequently and reliably enough to be there for you at these unexpected times of need. Often multiple backups are used to try and guarantee your data security. If it’s a software application that’s broken or damaged, you may need the software vendor on hand to help recover it – so ensure you have the necessary support agreement in place with them; along with an agreed backup strategy. It’s their application, so it must be backed up the way they want it to be.

Q. I’ve suffered a cyptolocker/ransomware infection. What do I do?!

A.

Immediately try to identify the source computer of infection and switch it off, or if necessary turn of all computers if it’s not clear which is infected– this is to stop it spreading any further. Usually the infected computer is the one that has a ransom note left on it. Do not be tempted to pay the ransom monies, there’s no guarantee you’ll get your data back. The recovery strategy now is to restore from backups or failover onto your backup servers while backup recovery is happening. If you’ve suffered an infection, its high-time you review your security software!

Q. If there’s loss/interruption of IT services; how can I keep business functioning?

A.

Firstly, it’s important to plan for these events – understanding your IT requirements is key to ensuring maximum uptime. Different technologies you use require alternate measures, so it’s important to execute a pre-determined plan using backup technologies that are adequate for your needs.

The scale of the incident must initially be established, as understanding the original fault will influence the recovery procedure. You may need to switch to backup infrastructure. The use of replicated virtual servers can be utilised in a total-loss situation, either hosted in another building on your site, or on the cloud. Network/Internet backups can be implemented with internet providers to provide fast connectivity to temporary services – so your choice of ISP is important. These services can then be used to migrate your IT requirements back onto replacement hardware if necessary.

Q. Is my data backed up in the Cloud?

A.

Most cloud providers offer some form of backup, for instance Office365 has a retention of up to 90 days, it would however make sense to maintain a backup “off cloud.”

Q. Is my data safe in the Cloud?

A.

Reputable cloud providers offer defence in depth security concepts on their platforms. Organisations however are only as strong as their weakest links! Which is why additional security measures such as Multi-Factor Authentication should be implemented where possible.

Q. Isn’t tape a bit old fashioned these days?

A.

Strange as it may seem, tape is still an industry standard, being both cost effective and robust. There are many other backup solutions available such as RDX, USB and Cloud.

Q. My backup tape has not ejected, what do I do?

A.

Hold the tape eject button until the tape comes out, could take up to a minute to eject. If the tape is still stuck in after this call your IT administrator.

Q. My internet is down, how can I communicate with the outside world?

A.

In today’s world it’s critical to remain connected. It pays to have a backup internet connection installed with a different carrier, you could even consider a 4G backup connection. Combined with a failover-capable firewall/router you can seamlessly switch between internet connections in the event of your main line failing. Keeping everyone functioning while you fix the original internet connection.

Q. What do I do when my PC account is locked?

A.

This happens when your password is entered incorrectly a number of times. If you have any other devices such as mobile phones or tablets connected to your network including company email, check the password is correct on all devices. If your account does not unlock automatically after 30 minutes you will need to contact your IT administrator to get your account unlocked.

Q. What happens if my Cloud platform goes down?

A.

Cloud platforms are engineered to be robust and modular, meaning that when there are issues it will usually only impact a set of sub features. Having well maintained backups and a good DR plan can help mitigate these risks.

Q. What is Multi-Factor Authentication (MFA)?

A.

MFA in its most basic of forms is using multiple methods to authenticate yourself, so a password and an app, or a password and an SMS verification code. This results in a much more secure system as even if your password is guessed, the login would thwarted by MFA.

Q. What is a Cloud computing?

A.

Simply put, cloud computing is the delivery of computing services – including servers, storage, databases, networking, software, analytics and intelligence – over the internet (“the cloud”.)

Q. What makes a good password?

A.

A strong password should consist of at least 12 Characters, Upper and lowercase letters, numbers and special characters. A strong password will not be related to you, so don’t use your dog’s name!

Q. What should I do if I have deleted data in error?

A.

Don’t panic! Speak to your IT Administrator who should be able to restore the data from a shadow copy or backup from tape, hard drive or cloud.

Q. Why am I prompted for logon details when using Office?

A.

First of all log off and back onto your PC or remote session to the network, if you are still prompted for the username and password enter your full email address and password. If you still get the username and password prompt contact your IT Administrator for assistance.

Q. Why is my email being classed as spam or going to recipient’s junk folder?

A.

There are many reasons that emails are classed as spam including but not limited to; Links within the email, suspect attachments on the email, certain words or phrases in the email, bad mail server reputation. If possible you should ask the intended recipient to add your email address to their whitelist. If you still have delivery issues contact your email provider or IT support should be able to assist.

Q. Why is my tape drive showing an orange flashing C?

A.

This indicates the drive needs cleaning. Run a cleaning tape through the drive.

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The digital landscape is constantly changing and, in order to keep your business ahead of the competition, you need to know you have the best available technology at your disposal.

We can offer you a FREE on-site IT evaluation of your current infrastructure with one of our certified engineers to assess your operation and provide a fully comprehensive report of our findings.

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