 Outlook

o Outlook unable send/receive mails

o Skype meeting add in not visible in outlook.
o Outlook profile corrupted
o Contacts skype presence status not showing in outlook
o Outlook search is not working.
o PST is corrupted or unable to map.

 Printer related
o Shared printer configuration
o Dedicated printer configuration

 System login issues

o No logon servers available
o Trust relationship error

 Browsing related issues

o Unable to browse any URL’s
o Unable to browse any Accenture URL’s
o Unable to access specific client URL
o Unable to get the content of site displayed properly

 Skype related issues

o Skype is not getting logged in
o Skype sharing/video is not working
o Skype audio is not working
o Unable to ping client contacts in skype
o Skype upgradation

 Connectivity
o Pulse secure installation
o Pulse secure is not connecting to network

 Mobile device management

o How to enroll in MDM.
o Post enrollment issues

 Microsoft office issues

o Office and excel related issues
 SMB & DL issues
o Creating a Distribution list
o Creating a Shared mail box
o Distribution list not receiving external mails:
o SMB not accessible
o Configure shared mail box in outlook

 One drive issues

o One drive configuration
o One drive not accessible
o One drive data sync issues

 Symantec VIP
o Updating Symantec VIP contact info update
o Not receiving SVIP code on registered mobile
o Device is registered but still prompts for VIP code

 Security applications
o Avecto defend point issues
o Digital certificates
o DLP issues
o IRM issues
o SEP issues

 System performance and Domain related issues

o Unable to access shared drive.
o Unable to access windows features like cmd, run , C drive etc.
o System performance issue

 VPN connectivity issues:

o Accenture VPN is not connecting

o RAS VPN is not connecting
Outlook unable to send/receive mails.

a. Check the outlook connectivity status on bottom right corner of outlook.

b. If its showing offline, go to send/receive, uncheck work offline.

c. If its showing as disconnected in bottom, make sure the system has got network
connection.
d. If its showing as Trying to connect in bottom, then try to re-connect the profile.

e. If the above steps don’t fix the issue, try re-configuring the profile

Go through the below mentioned steps to configure outlook

1. Go to control panel
2. Select view by Small icons
3. Click on Mails

4 Click on show profile

5 Enter profile name

6 Click on connect
 7 outlook will get configure successfully,
8 Select the profile which is configured newly and click on apply ok and open
outlook will work

Skype meeting add in not visible in outlook

Open outlook. Go to File - > Options -> Add -ins.

On the Manage menu, select COM addins, click on GO.
If the issue is still not resolved, follow the below steps.
Outlook profile corrupted

Go to path where outlook OST file there. Rename the OST file.

If still not working, follow the below steps reconfigure outlook

Go through the below mentioned steps to configure outlook

a) Go to control panel

Select view by Small icons

b) Click on Mails

C. Click on show profile

D. Enter profile name

E. Click on connect
F. outlook will get configure successfully,

G. Select the profile which is configured newly and click on apply ok and open outlook will work

Contacts skype presence status not showing in outlook

1. Close outlook and skype. Open command prompt, type certmgr.msc and enter
2. Click on personal option and select certificates in that remove all communications server.
3. Go to C:\Program Files\Microsoft Office\root\Office16 and rename UCMAPI

If still not working change the registry settings

Outlook search is not working:

1. Go to start – Type services.msc

2. Restart the windows search service.
3 Click on file options in outlook select search in that indexing options
4.Click on Advance then click on rebuilt option

once indexing is done, mail search should work.

PST is corrupted or unable to map:
Printers

Shared Printer Configuration:

To configure the printer, make sure user is in Accenture office.

1 Open https://printers.accenture.com/
2 If user can open the URL, go to next step 6
3 If no please check if employee is connected to any VPN, client network or port is in project
vlan and go to step 4 and 5.
4 If VPN or client network is connected, please update user to disconnect it and go to step 6.
5 If its port issue please check if seat is allocated to employee. If yes contact location L1 team
for port configuration, if seat is not allocated to user please update user to raise request for
port configuration with help of PMO team.
6 Select locations and click on view map
7 Select the printer and configure it.

Dedicated printer configuration

To configure the dedicated printer of project, perform below steps.

1 Please check if user is having the printer ip for the printer which has to be configured and go
to step 3
2 If user doesn’t have the IP please ask user to go to colleague system where it is configured
- go to devices and printers
- Right click on dedicated printer and open printer properties
- Click on port and get the port ip details

3 Go to control panel, open devices and printers – click on add printer – connect with tcp/ip
port . enter the printer ip and configure printer with the HP Laser jet PCL 5 drivers.
Unable to login to system - No logon servers available:

Cause: Network is not enabled or cable is not connected properly.

Resolution:

Cross check if network cable is connected properly or not. If cable connections are proper, reach out
network L1 team with the port number to get the Port enabled.

If user belongs to IDC, need to cross check if system is allocated to user in ACP portal and TE request is
logged.

Check with employee is newly joined to Accenture and system allocated to him. In below mentioned urls

https://india.acp.accenture.com

Unable to login to system – Trust relationship error:

1.Check if the employee can login with cache mode.

2.Take system control with cache mode

3. Get the system hostname and enable the same in AD and move to proper OU restart system, if host
name is not able to find it in AD follow the step 4

4.Rejoin system to domain using your ID and password and restart system employee can login to the
system.
Unable to access Accenture URL's

1.Open internet explorer ->go to internet option ->and select advance-> click on reset option->check the
delete personal settings->click on reset

2 Go to internet option in that security tab select trusted sites click on sites and add *.accenture.com.
3. Click on close and apply.

4. Open internet explorer ->go to internet option ->and select Privacy-> click on advanced option->and
check accepted always allow session cookies as mentioned below.
Unable to access any URL's

1 Check the network connectivity in the system

4. Open internet explorer ->go to internet option ->and select advance-> click on reset option->check
the delete personal settings->click on reset

3 Check the port status and internet proxy settings, check automatic detect settings as mentioned
below.
Unable to access client URL's

1.Check the port is enabled in project vlan

2.check the host entry of colleague’s system in the below mentioned path who can access the client urls
in that system add the same host entry in issue system.

Start->search notepad->right click on notepad->click on run as admin->in notepad go to file open->and

select below mention path to edit host entry and save.
3.check the internet proxy settings in working system in the same project and change the settings as
mentioned below.
URL compatibility issues

1.Open internet explorer ->go to internet option ->and select advance-> click on reset option->check the
delete personal settings->click on reset

2. open the Urls in new internet explorer window and go to tools-> compatibility view settings and add
the Urls as mentioned below.
3.open Internet explorer and click on tools and
Skype login issues:

1.If user is unable to login to skype and network is showing as public or home network instead for
“svc.dir.accenture.com” , Please follow the below steps .

Resolution

Open regedit

Open path - H_Key_Local Machine – Software – Policies – Microsoft - windows NT - DNS Client-DNS
Policy.Config

Open Direct Access DNS Servers registry and delete the values and restart the system

Unable to login to skype due to port issue:

Resolution:

 Check whether default gateway is in project valn or ghost vlan

Cmd->ipconfig

 If port is not in project vlan then pls drop mail to respective location team to get the port
enabled into project vlan.

If employee is using MS office 2015 then will get error for skype upgradation issues
  please go to https://software.accenture.com/display.asp and install the below skype upgraded
patch file.

 Once installation is done then restart the system.

Skype sharing/video is not enabled:

a. Please check if user is having skype sharing access enabled or not for his ID.
b. If access is not there, user should log a service request to get the same enabled

Raise a service request, https://itsupporttools.accenture.com/itservices/ Virtual

Collaboration tools Lync Enablement.
Skype audio is not working:

1. Make sure user has connected proper skype headset.

2. Check the skype audio settings.
Go to audio device settings, ensure the correct microphone and speaker is selected.
3. Go to system audio settings. Ensure its not mute.
4. Check and make the connected headset as default audio device.

Skype call disconnects frequently:

Cause: Skype call disconnect frequently due to audio drivers issue

Resolution:

Open device manager-> sound, video and controllers

Uninstall the below drivers:

Restart the system and its works fine.

Unable to ping client contacts in skype:

Cause: Client domain may not be in federation with Accenture.

Resolution:

To check the Accenture Federated Client list for LYNC. Please check through the below url:

https://mcportal.accenture.com/Public/Services/Federation/Default.aspx

Download the excel, check if the client domain is available in federation list or not.

If Its federation, user should raise a federation request.

If client domain is already in federation, then assign the ticket to M&C for further troubleshooting.
Skype Upgradation issues:

 Check the version of skype for business installed your machine.

 Open skype.
 Click on settings icon – Help – About Skype for business.

 A pop windows open which shows Skype for business application version.

 If the skype version is showing as above, no action required. Please ignore this mail.
 If the skype version is different then follow the below procedure.

 Skype for business version 2016:

 If the skype version is showing as 2016 but still you are getting mail for upgradation,
follow the below steps.
 Open Outlook 2016. Go to file – Office Account – Update options – Update now.
  Wait for the updates to download and install. It might take 2 to 3 hrs of time. Restart
the machine once done.

 Skype for business version 2015:

 If the skype version showing as 2015, follow the below procedure to upgrade it.
 Open the URL https://software.accenture.com/. Search for “ Upgrade to Skype for
Business client “ .

 Download the update KB4011179 and install it. Make sure outlook and skype is closed
while installing update.
Pulse installation

 Please go to software.accenture.com then search for Pulse Secure 5.2.5 Client

 Install pulse secure software based on windows os is 32bit or 64bit

Pulse secure connectivity issues.

Unable to connect pulse secure due to server url issue

 Go to pulse secure->Ethernet->server url

 Please check server url in the colleague system where pulse secure is working fine.
 Then add server url and connect.

Click on Plus i.e + to add new connection

Name-> Lan
Server url is ip address from the system where pulse secure is working
c

then click on connect

Check save settings and connect
Enter the credentials and click on connect.

It gets conncted successfully

3. if you are not seeing Ethernet connection and pulse secure is blank as below

Then Please start the “pulse secure service” under services.msc. This has fixed the issue

 Go to run->services.msc

 Search for pulse secure and start the service

 Then pulse secure gets connected successfully
If Pulse secure client is showing limited connectivity due to Symantec vip issue:

click on read instructions and check if it is due to Symantec VIP issue.

If yes, to fix the issue follow the below procedure.

Add registry settings in the system

1. Go to run->regedit

2. Go to this path: HKEY_CURRENT_USER\Software\Symantec\

3. If PKI Client key is not present add it.

4. Right click on “Symantec” entry. From the dropdown list choose New -> Key

5. Change the name of the new entry to PKI Client

6. Restart PC then connect pulse secure.

How to enroll to intunes using Iphone, android and windows OS:

Use the procedure mentioned in the below documents to enroll into MDM using Intunes.

MDM_Intune_Andr
oid_Samsung-v5_1-and-above_enrollment.pdf

MDM_Intune_iOS_E
nrollment.pdf

MDM_Intune_WP8.
1_Enrollment.pdf

Post MDM enrollment issues:

1. User get stuck on the iOS enrollment:

a. Symptoms:
i. User get the message a profile already exists on the device
ii. Get the message cannot connect to server
b. Steps:
i. Navigate to Setting > General
ii. Is there a setting “Device Management”?
1. If yes,
a. View the setting and remove any profile listed there
b. Open the company portal app an continue enrollment
2. IF no:
Escalate to Assignee group of MDM team - INFOSEC-MOBILE-MGMT

2. You have received this message because the device or application you are trying to use is not
compliant.
 For more information on MDM and how to become compliant, please visit the Support page
(https://support.accenture.com/applications/MDM). If you are an Italian employee, please visit
https://support.accenture.com/applications/MDM/Pages/email_block.aspx. Contact Technology
Support via your normal channels if you have further questions.

Your device won't be able to synchronize with the server via Exchange ActiveSync because of an access
policy defined on the server.

Information about your device:

Device model: Outlook for iOS and Android

Device type: Outlook

Device ID: 3D768F4D11B4B03E

Device OS: Outlook for iOS and Android 1.0

Device user agent: Outlook-iOS-Android/1.0

Device IMEI:

Exchange ActiveSync version: 14.1

Device access state: Blocked

Device access state reason: DeviceRule

Then please log ticket and assign to

Assignee group of MDM team - INFOSEC-MOBILE-MGMT

3. Unable to generate the Symantec VIP code or it fails

a. Symptom:
i. User reports there is no link to generate the Symantec VIP code
ii. User enters the code and it loops back asking user for the code again.
iii. User reports Symantec VIP “Plugin not Support”
b. Steps:
i. Navigate to the Symantec VIP self Service to generate a temp code or generate a
code for the user
ii. In the Symantec VIP code dialog page make sure “Remember this device” Remains
not select.
4. Unable to get past the Enterprise Sign on Page:
a. Symptoms:
i. User enter enters their password but unable to get past the enterprise page.
b. Step:
i. Delete the company portal app, restart the device, reinstall the company portal app
and begin enrolment.
If any error, take a screen shot and assign the ticket to IAM team

5. IF employee is trying to enroll Android device and it is stuck at compliance.

Would suggest you cross check and enable if encryption or Secure Startup PIN option is available on
user device to sync emails.

Please follow the below steps to check encryption or Secure Startup PIN option:

Setting > Security > Encryption or Secure Startup PIN > Enable with 8 Digit

If encryption option is greyed out, then charge the device above 85% and then check if the
encryption option gets enabled and encrypt the device.

Once the device is encrypted, Please open the company portal application->mydevices->click on
check compliance.

MS office issues:

MS office corruption issue

 Repair Office and restart system

 If above step is unsuccessful, then uninstall and re-install MS office applications

Excel Slowness while formatting cells

 In Excel, click File  Options
 Go to Advanced and scroll down
 Click on checkbox with option “Disable hardware graphic acceleration” and close Excel
 Press Windows Key and U for Ease of Access Center.
 Go to "Use computer without a display"
 Check the box "Turn off all unnecessary animations (when possible)"
 Change the Default Printer: You may use ‘Microsoft XPS Document Writer’ or ‘Send to one note
’as default.
  If user still face the issue, then we can repair MS office suite

Unable to drag and drop down in excel sheet

 Click File.
 Click Options.
 Click the Advanced tab.
 Select the check-box Enable fill handle and cell drag-and-drop.
 Click OK

Getting Access Denied while Saving Excel Files created by others in share Drive
 Click Start  Run and type regedit/regedit.exe in the Open box and click OK.
 Locate and then select the following registry sub key:
Office 2015:
HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common\General
Office 2016:
HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\General
 On the Right-hand side, right click and click on New, and then click DWORD (32-bit) Value.
 Type EnableSimpleCopyForSaveToUNC and press ENTER.
 In the Details pane, right-click EnableSimpleCopyForSaveToUNC, and then click Modify.
 In the Value data box, type 1, and click OK.
 Exit Registry Editor

Problem with Arrow Keys in Microsoft Excel

 On keyboard, on the upper-right hand corner you will find button labelled 
SCROLL LOCK
 press that button once, and courser should move out of scroll lock mode.

Excel files become huge in size due to cell formatting issue

 Press CTRL + A to select all the cells in worksheet
 Click on the Home tab  Under Editing Section  Click on Clear button
 Select the "Clear Formats" or “Clear All” option.
 Now all the data in your cells will be in plain text.

All the Programs open with Word or Excel or with other applications and All the desktop icons also
changed to same application icons
 This case will create a manual UserChoice key in the registry for .lnk extension (.LNK), which
will be responsible for it
 We need to delete the below registry key to resolve the issue:
 Open Registry with Admin previlage.
 Go to below path:-
HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\FileExt
s\.lnk
 Under this key delete the sub key UserChoice.
 Restart the system for changes
Unable to open excel attachments in Outlook.
Error = ““Cannot save the attachment. Cannot create file: “file name”.

 Click on This PC, and double-click drive C.

 Create a new folder and name the folder temp0.
 Click Start  Run  type regedit and click OK.
 Locate and then click the following registry key:
HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Security
 In the right-side pane, double-click OutlookSecureTempFolder.
 In the Value Data field, type C:\temp0\ and then click OK.
 Exit Registry Editor and restart the computer.
 Once computer is back on, open Outlook and attempt to save or open any attachment.

Unable to open Excel: The file is corrupt and cannot be opened.

 In Excel, go to File  Options.
 Click on Trust Center and Trust Center settings.
 Under Protected View Un-tick all options.
 Also, check to see if users got two versions of MS office.
 Suggest to use one version of MS office (preferably the latest version).
OneDrive ISSUES

OneDrive Access Denied

 Employee receives Error as Access denied as in below screenshot


 Then raise incident with senior manager approval and assign to M&C team to provide access.
 Once access is provided, it will take 24-48 hours for replication.

OneDrive Configuration

 Login to https://software.accenture.com
 Search with keyword OneDrive and click on GO
 Select Microsoft OneDrive for Business
 Download and install the software
 Open the install application and provide employee credentials and configure

Error while configuring OneDrive

 You’re already syncing this account

 Go to Registry Settings
HKEY_CURRENT_USER\Software\Microsoft\OneDrive\Accounts
 Under Accounts , delete the identities related to your business account (business 1 and
business 2)
 Open OneDrive and try to add your business account again.
OneDrive couldn’t be installed.

 Right-click on the OneDrive.exe setup file.

 Choose 'Troubleshoot compatibility'.
 Follow the on-screen instruction and try installing OneDrive.

Selective Sync in OneDrive

 In the Task bar, click the Show hidden icon button to display the icons box.
 Right click on OneDrive – Accenture cloud icon
 Click on Settings

 In Settings windows, click on the “Account” tab and open “Choose folders” options
  A window will open that displays all existing OneDrive files and folders in the cloud
 You can either selectively sync files and folders that you want to appear or remain in your
OneDrive for Business sync folder on your PC
 OR choose to sync all files and folders and click “OK” to save and close settings.

SHARED MAILBOX & DL ISSUES

How to Create DL (Distribution List)

 Login to https://directory.accenture.com/WebAdmin/
 Click on Group Management

 Click on Add Group and Enter Group Name

 In Group Type, select Mailable Group and Security Group
 Enter Description in the Description box.
 In Notification Recipients, Enter Supervisor Email id and click Add
 Ensure that 2 email IDs are updated under Notification Recipient.
 Enter Group Owner in the Add Owner box and Click Add.
 Click Save and Group Created Successfully appears on the screen.
 This completes the creation of DL.
  Members of the DL/Group can only access the mails received by the DL.
 Group Owners should also be added as member to access the DL
 Any changes to the DL/Group will take approx. 24- 48 hours for replication.

How to create Shared Mailbox:

 Login to https://accentureinternal.service-now.com/selfservice/
 Under Technology, select Services – browse and request services
 Select Collaboration and select Shared Mailbox
 Shared Mailbox Name is limited up to 20 characters only.
 Primary, secondary owner & executive Sponsor (Manager or above) details need to be
provided
 Mailbox Type will be Standard by default
 Under Active Directory, the DL/Group created should be provided.
 Once all the details are provided & submitted, it will take 24 to 48 hours’ time for replication.

Distribution list not receiving external mails:

 DL owner should login to https://directory.accenture.com/webadmin/. Search for the

respective group. Click on Edit group and change the Group Type of Distribution list should be
Internet email enabled to receive mails from external id’s.

SMB Access

 To get access to shared mailbox, Check the active directory group tagged to SMB. User should
be member of that Active directory group. Group owner of AD group can add user as
member.
Configuration of SMB

 Go to Control Panel  Mail  Show Profile  Click on ADD

 Enter a Name for the profile and click OK
 In the next window, select “Connect to a different account”

 Enter SMB email id as shown below and proceed with configuration.

 It is not required to enter password unless the SMB is having a password different from
enterprise id of the user.
Symantec VIP:

Not receiving VIP code:

Check whether employee is new joiner or not.

 If yes, follow the process to generate one time code to update mobile number in Symantec
VIP portal. SME’s are having access to generate one time code.

 If not, check whether employee ID is locked in Symantec VIP Manager portal.

All SME’s are having access to Symantec VIP Manager portal -

https://manager.vip.symantec.com/vipmgr/users/home

Once ID is unlocked employee will receive code successfully

Asking for OTP even after registration:

Check system was registered or not.

 If yes, check whether the java and Symantec VIP plugins are enabled and up to date or not.
Even post that if it is not working please re register the device. Please follow the below
process to re-register device.

1. Close IE browser, delete cookies and clear temp files.

2. Go to registry path - Computer\HKEY_CURRENT_USER\Software\Classes and delete
TBLive-4.WebToken and TBLive-4.WebToken.1
3. Then go to path - Computer\HKEY_CURRENT_USER\Software\Symantec and delete
PKI Client.
4. Go to C:\Users\User profile\AppData\Local and delete PKI Client.
5. Go to C:\Users\User profile\AppData\LocalLow and delete PKI Client.
6. Then follow the below step to register the device.

 If not, register the device from https://myid.accenture.com

You will be having option register device on the left top corner in the screen. Follow the step
by step process to register the device.

1. Click on register the device button and then you will be getting window to enter the
one-time OTP code. Post entering the code login to Symantec VIP Portal page.
2. In case of re registration of device remove the device name which is already existed
by clicking on edit and remove option.
 3. Then click on select option below computer as shown in screen shot.

4. Install required plugins (If plugin is not getting installed save the plugin and select
run as administrator option).
5. Post installing plugins it will take you to enter device screen. Give device name as
same as computer hostname for remembering purpose.

How to update Mobile Number in Symantec VIP Portal:

Login to https://myid.accenture.com and on the left top cornet you will be having an option of
update phone contact info before registering, click on that. It will take you to https://federation-
sts.accenture.com/vip/contacts/ here you can update mobile number.

Mobile number should be updated in the format of +91 XXXXXXXXXX(10 Digit mobile number) and the
select the check box By selecting this checkbox, you agree to the terms set forth in the Privacy
Statement.

Please update employee it will take 10 Minutes of time to get reflect post updating successfully.
Avecto defendpoint Issues:

What is Avecto defend point:

Accenture employs the Avecto Defend point tool in order to provide users the ability to control which
software can install, uninstall, or run with administrative rights on their Accenture workstations.

How to check if Avecto is installed or not:

 Expose the hidden icons in the task bar by clicking on the arrow to expand.
 Look for the Avecto Defend point icon.
 If installed, you will see the Icon below Icon

How to install Avecto defend point:

Software is available in share folder - \\10.116.189.21\ctsd$\Avecto Software

Copy the software to employee system and then extract the software and run the setup file.

The installation may take some time to run. Once completed, a window will notify you of a required
workstation reboot, Click OK. Please restart your workstation to ensure the installation is successful.

Add the employee to Avecto user group and update the group policy.
Make sure that system hostname should not be in default OU, It should be moved as per employee
location details.

How to Uninstall software’s using Avecto:

Follow the below steps to uninstall software’s using Avecto.

 Go to control panel. Click on Programs. Make sure to control panel is in category view.

 Click on Accenture – Uninstall a program.

  Select the required software and click uninstall.

How to open applications as administrator using Avecto:

To run any applications as admin using Avecto, follow the below steps.

 Search for the required application using windows search. Right click on the application
and click on open file location.
Below example is shown to run command prompt application as admin.
 Now the folder which has required application opens. Right click on application and click
on “Run as administrator”.
  Select the reason to run application in the below Avecto prompt. Now the application
opens as admin.

How to fix the issue where admin privilege is not leveraged even after having Avecto installed:

Follow the below steps to fix the problem:

 Search for Local Users in the Start Menu

 Open Edit local users and groups.
  Double click Groups
 Double click AvectoUsers and check to see if your EID is listed
 Close the AvectoUsers group and double click on Administrators to check if your EID has
been removed from this group

 If you unable to see Avectousers group, open command prompt as administrator and run
the command “gpupdate /force”. You should be able to see Avecto users group.

How to perform admin related activities in system using Avecto:

Check the details available in below link to get all the details:

https://in.accenture.com/connectivitysecurity/avecto-defendpoint-support-troubleshoot/

Digital certificates

You can install digital certificates from https://mycertificates.accenture.com/

Installation of Digital Certificates:

If employee is not having valid set of certificates you should install new set of certificates, these will be
valid for next 2 years. During these 2 years if employee is unable to access encrypted emails we can
recover the certificates to get it worked.

Please follow the process to install Digital certificates.

 If you are installing new set of certificates, please install Accenture Internal CA Certificate.
  Then go to Certificate Management page and click on Request a new set of certificates option
as shown below.

 During installation, it will prompt for entering password and confirming password. It is one time
usable one so you can give any password. Same password you must use while installing
certificates.

 Once new set of certificates are installed it will take 24 hours’ time to get reflect. Post that only
employee can send and receive encrypted emails.

Recovery of Digital Certificates:

Even after having valid set of certificates employees may not able to read/send encrypted emails. In such
situation, you can recover the certificates.

After creating new outlook profile also we have to recover the certificates.

Employee may get below error message if any issue with existing certificates.

 You can recover the valid certificates from show details of my certificates.
  During recovery of certificates case employee can read the encrypted emails immediately.

Updating of Digital Certificates:

Employee will receive emails to update the certificates during expire case. You can do online update of
certificates to extend the period for another 2 more years.

Once you selected update this profile option it will take you to below screen where you have to choose
the option of certificate expire and click on ok.
DLP issues

What is DLP:

Data Loss Prevention (DLP) software identifies movement of sensitive data types (credit card numbers
and national identifiers) from Accenture computers and outbound Accenture e-mail and forwards these
events to the Information Security – Security Operations Center (SOC) for further investigation.
Movement monitored by DLP includes but is not limited to uploading, copying or sharing data through
websites, USB sticks, printing and e-mail.

Symantec Data Loss Prevention:

Employees may get error message while sending emails from outlook related to DLP. In such cases close
outlook application and uninstall the DLP and reinstall it from https://software.accenture.com

Installation process of DLP:

 Save your work and quit all programs currently running on your PC. Ensure Microsoft
Outlook is closed.

 As per the above table we should install BG6 Installer. Select appropriate link in the page
bottom of Symantec Data Loss Prevention 14.6 in software site. Save the setup file to local
machine.
 Double-click the installer file.
 Answer ‘Yes’ to the prompt “Do you want to allow changes to this computer?”
  Click the Next button throughout the process until a message is displayed that the software
has been successfully installed on the computer.

How to check whether DLP is running or not:

 Open Windows Explorer and go to C:\Program Files\Manufacturer\Endpoint Agent and

search for a file called “edpa”.
 Right-click that file and select “Properties” and go to the Details tab. The product version
should show “14.6.0100.01043 ”.
 Click the Start button and type Task Manager in search bar.
 Go to Processes tab. In the lower left side of screen, select the checkbox “Show processes
from all users”.
 If “edpa.exe” shows as running, this confirms the agent is running successfully on the
computer.

IRM issues

Unable to open IRM Email:

1. If you receive any Issue stating unable to open IRM email first check with sending test IRM mail
from employee ID to your ID.
2. Once you receive that test mail reply to that mail and check whether it is opening in employee
system or not.
3. If it is opening, then try to check other IRM emails are opening or not.

If you find any difficulty in opening IRM emails with below error message please follow the below process.

1. Download RMS Analyzer (https://www.microsoft.com/en-us/download/details.aspx?id=46437)

2. Decompress RMS Analyzer
3. Right click RMS Analyzer and choose “Run as administrator”
4. Select and click reset button

5. Restart Windows (Also make sure that the user sign in with his Accenture account in office and not
his Microsoft account (@outlook.com or Hotmail.com))
6. Check permission
a. New email
b. Go to Options
c. Choose Permission, see options below:

7. Modify registry key (ONLY MODIFY IF PREVIOUS STEP DID NOT WORK)
a. Click start-> In search, type in Regedit-> Launch application
i. If version of office is 2016:
Go to HKEY_CURRENT_USER Software Microsoft Office 16.0 Common
Identity with the DWORD value NoDomainUser set to 1.
 ii. If version of office is 2013:
Go to HKEY_CURRENT_USER Software Microsoft Office 15.0 Common
Identity with the DWORD value NoDomainUser set to 1.

8. Check permission
a. New email
b. Go to Options
c. Choose Permission, see options below:

SEP issues:

How to Install SEP:

Software is available in Remote Desktop Share folder and CTSD Share folder.

Remote Desktop Share Drive: \\10.116.189.21\indiaremotedesktop$\softwares\SEP

CTSD Share Drive: \\10.116.189.21\ctsd$\Symantec Endpoint Protection

Copy the setup file to employee system and install the same, while installing stop the processes from
services.msc. Once the installation is done please restart the system and do the live update.

If employee connected to Accenture network install Sylink file based on employee location (Sylink file is
available in SEP Software folder along with SEP setup files), if not it’s not required to install Sylink file.

How to update SEP:

 Restart the SEP services from services.msc

 Open Symantec Endpoint Protection, you will be having option of live update. Please perform
live update.

 Post live update completion go to Troubleshooting. This option will be available once you clicked
on help option in SEP Window.
  Make sure you are having address in General Information Server Tab. Click on update option
below Policy Profile.
 If the Server address is not available, then update Sylink file based on employee location (Sylink
file is available in share folder with SEP setup files).
 Update the Group policy and restart the system. Post restart it will take 5 to 10 min to update.
 Post doing all these steps if it is not updating then please reinstall the SEP software.

How to update Sylink file:

Sylink setup file is available in share drive.

 Copy the set-up file to employee system, extract the software.

 Run the Sylink setup file (SylinkDrop) as Administrator.
 It will prompt to browse. You are having new folder in SEP software folder. Copy the New folder
to employee system and browse the location as shown below.
  Once you selected the path click on update Sylink file option. It will prompt the below message.

 Click on ok option and click once again on update Sylink file option. Repeat the same for 2 to 3
times. And then update policy be right clicking on update policy option like shown below.

 Allow 5 to 10 min to update the SEP.

Shared drive related issues:

For share folder issues first check whether employee is having access to share folder or not.

 If employee is not having access, ask employee to log Service request in the below link.
https://accentureinternal.service-
now.com/support_portal/?id=iframe_catalog_request&sys_id=0f2c60badb02320057c7ff971d96
19f2
 If employee is having access, check whether system is in domain or not. Try with rejoining system
to Domain and restarting the system.
 If employee is having access to share folder and system is in Domain, then please check whether
system is enabled in project Vlan or not.
  If system is not in project Vlan and employee belongs to IDC check for seat
allocation details. If employee Is having proper TE/Vlan port enablement request
coordinate with location L1 team to enable port in project vlan. And then
configure share folder.
 If employee is not having valid TE/Vlan port enablement request, ask employee
to contact POC for seat allocation for raising Vlan port enablement request to
move system port to project Vlan. Once it is moved employee can configure share
folder successfully.

Windows features (cmd, run, C drive) disabled

 Take the user ID. Check the groups that user is member of in dsa.msc
 User might be a member of groups which restricts access to windows features like CMD, run, C
Drive etc.
 If user would like to get the access, user will have to log a request in below link.
https://accentureinternal.service-
now.com/support_portal/?id=iframe_catalog_request&sys_id=ae2b2869db46f60057c7ff971d9
619f6

System performance

Please try get remote as admin and perform below steps

- Delete temp files from %temp%, temp, prefetch

- Run clean up tool on the system
- Increase virtual memeory of the system
- If user has admin access guide user to delete unwanted user profiles from system which
are no more used , if user don’t have admin access please get maanger approval , post
approval delete the profiles .
- Please restart system and check .
- If post restart also system slowness is faced disable the start up services and delete
unwanted softwares from control panel which are not used or not required.

- If headsets are working fine on other system, please reinstall the audio drivers from HP
or Dell sites respectively
Accenture VPN connectivity:

o Check if user has access to Accenture VPN or not using User status portal
https://directory.accenture.com/userstatus/

o
o If vpn access is denied, user should raise a request in below link to get VPN access.
https://accentureinternal.service-
now.com/dsrm/com.glideapp.servicecatalog_cat_item_view.do?sysparm_id=1affe8ad3
7690a00812bd5c543990e32
o If VPN access is allowed, then please reset IE settings, delete browsing history and
cache. delete juniper plugins, enable java and Symantec plugins and Re-register the
system with Symantec PKI plugins.
o Remove the VPN network adapter going to Device manager – Network adapters – right
click on Junifer network virtual adapter and uninstall it.
o Restart the IE browser and try to connect to Accenture VPN.

RAS VPN connectivity:

o Check if user has access to Accenture VPN or not using User status portal

https://directory.accenture.com/userstatus/

o
o If vpn access is denied, user should raise a request in below link to get VPN access.
https://accentureinternal.service-
now.com/dsrm/com.glideapp.servicecatalog_cat_item_view.do?sysparm_id=1affe8ad3
7690a00812bd5c543990e32
o If Accenture VPN access is Allowed, Check if user is member of RAS group or not through
dsa.msc.
o If user is not member of RAS group then update user to log service request for RAS access.
o If VPN and RAS access is enabled, please reset IE settings, delete browsing history and cache.
delete juniper plugins, enable java and Symantec plugins and Re-register the system with
Symantec PKI plugins.
o Remove the VPN network adapter going to Device manager – Network adapters – right click on
Junifer network virtual adapter and uninstall it.
o Restart the IE browser and try to connect to RAS VPN.