· Helpdesk Information
o Helpdesk.ashleynva.com –Website to submit tickets and includes an information base for past issues
o Help.ashleynva.com – Email Address to send tickets through your email
o As cliché as it sounds, before sending a ticket, try restarting your computer. This solves a lot of the basic problems that most people have.
o For issues in the Terminal Servers (Ashley Farm), COMPLETELY logging out will fix a lot of problems. Pressing ‘X’ in top corner when connected to the server will not fully log you out. Go to Windows logo in bottom left corner of the server desktop, click on your name in top Right corner, then select ‘Sign Out’
· This should be first troubleshooting you should do when having issues with Profit/Crossdock/etc.
· Logging into computer
o Most of the time, logging into a computer will be as simple as typing in your username and password
o If it is not working with your username and password, it could be due to the domain not being set. There are two domains to sign in on: FREDERICKSBURG and TRIVETTS. Most people will be using the FREDERICKSBURG domain.
o To make sure you are on the correct domain, type the domain name and a “ \ “, in addition to your username (EX. FREDERICKSBURG\rbatchelor or TRIVETTS\rbatchelor)
§ This applies for Distribution center employees. If you work at a store, you most likely only have an account under the FREDERICKSBURG domain
o Each domain logins are separate from each other, therefore saving documents to your FREDERICKSBURG account will not show up under your TRIVETTS account
§ If you log into your computer and your normal desktop icons are not there, this is most likely due to signing into the other domain.
· Switching Computers
o If you have to switch computers, your files on your old desktop WILL NOT automatically show up on your new computer. You will have to manually move them yourself using a Flash Drive.
o Your email is available to you through two options: The Outlook Application (normally pinned to taskbar) and outlook.office365.com.
§ To sign it through Outlook application, follow the steps labeled in the application. Once you enter your information, it will take you to a new tab to enter your password again. After doing that, you will be logged in.
§ If the outlook application is not working for whatever reason, you have full access to your email through the web browser version (outlook.office365.com)
· Printers-
o If you can’t find a printer, open up the ‘File Explorer’ application on your computer (usually on bottom taskbar), click the ‘ Network’ tab on the left side, and the type in \\afhs-prtsrv.fredericksburg.va.com in the top search bar. From here you can connect to the printer you need (For most people this will be AFHSFindMe) by double clicking on the printer.
§ Note, connecting to the printer on your normal desktop will not automatically connect you to a printer on a terminal Server (Ashley Farm). You will have to do this process again if a printer is not showing up there.
o For people having an issue where you can see the printer, but when you print to it, it does not show up at the printer itself: try restarting your computer. This seems to be an issue with the computer not being able to get a connection to the printer server (which you can check by going back to that \\afhs-prtsrv.frederiksburg.va.com)
· Printer Code-
o Should be the last four digits of your password unless conflicts with another user.
o Scans from here will show up in the dashboard under the Scans folder
· Dashboard
o This is our shared files drive for our company. A shortcut to it should show up automatically on your desktop.
o Things saved here will be available on any computer that you use, unlike saving things to your desktop.
o Since everything in this drive is shared, if you open a file, make changes, and save it back to the same location in the shared drive, this change will take effect for everyone.
§ If you are wanting to make changes to a document only for yourself and not to the source document, save the document to somewhere outside of the shared drive (Ex your documents folder or to your desktop)
o This is a good tool for putting files that you might need on a different computer. There is a USER FOLDERS section that you can go into and create a folder with your name where you can store files.
§ Note that this is a PUBLIC folder. Do not store files under the USER FOLDERS section that you do not want other people to be able to access
· Important Websites
o Dashboard- 10.91.38.6.
§ This is a web browser version of the Dashboard on your desktop. If the webpage is not working, you can find the same files in the Dashboard on your desktop.
§ Only works through Internet Explorer, will not take you to shared drive if using any other browser
o Portal- trivetts.iconnectgroup.com
o Ashley Direct- ashleydirect.com
o Ashley Homestore- ashleyfurniture.com
· Terminal Servers
o The terminal servers are the computers that you access to get to Profit/POS/Crossdock, etc
o Every time you access these computers, you are using the Remote Desktop Application
o On your desktop, there are icons to connect to these servers. These are labeled Ashley Farm (and Trivetts for who needs it)
§ Terminal Servers will use the same account that you use to log into your computer
§ Logging into Ashley Farm will take you to one of four of our Ashley Servers (.8, .17, .18, .27). It directs people to one of these servers based upon how many people are on each to balance the workload of each of them.
· The FREDERICKSBURG domain is used when logging in to Ashley servers. (EX. FREDERICKSBURG\rbatchelor). Your TRIVETTS account will not work.
· DO NOT DO THIS UNLESS NECESSARY: If your Ashley Farm icon is not working, you can connect to a specific server. To do this, search for and open the Remote Desktop application on your computer. In the computer name section, type in 10.91.38.___ (the line being one of those four numbers above. EX 10.91.38.8). Doing this unnecessarily will put strain on our systems, as it will be unbalanced on how many people are on each server.
§ Trivetts is a singular server and will connect you to .253
· Use TRIVETTS domain when logging in (EX. TRIVETTS\rbatchelor)
o For issues in the Terminal Servers (Ashley Farm), COMPLETELY logging out will fix a lot of problems. Pressing ‘X’ in top corner when connected to the server will not fully log you out. Go to Windows logo in bottom left corner of the server desktop, click on your name in top Right corner, then select ‘Sign Out’
· This should be first troubleshooting you should do when having issues with Profit/Crossdock/etc.