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Printer related
o Shared printer configuration
o Dedicated printer configuration
Connectivity
o Pulse secure installation
o Pulse secure is not connecting to network
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
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
1. Go to control panel
2. Select view by Small icons
3. Click on Mails
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
Go to path where outlook OST file there. Rename the OST file.
a) Go to control panel
b) Click on Mails
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
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
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.
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:
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
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
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
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.
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
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.
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
Resolution:
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 client domain is already in federation, then assign the ticket to M&C for further troubleshooting.
Skype Upgradation issues:
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.
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.
Download the update KB4011179 and install it. Make sure outlook and skype is closed
while installing update.
Pulse installation
Please check server url in the colleague system where pulse secure is working fine.
Then add server url and connect.
Then Please start the “pulse secure service” under services.msc. This has fixed the issue
Go to run->services.msc
1. Go to run->regedit
4. Right click on “Symantec” entry. From the dropdown list choose New -> Key
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
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.
Device IMEI:
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:
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
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”.
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
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.
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.
Login to https://directory.accenture.com/WebAdmin/
Click on Group Management
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.
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
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 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. 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.
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:
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.
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
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.
Go to control panel. Click on Programs. Make sure to control panel is in category view.
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:
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.
Check the details available in below link to get all the details:
https://in.accenture.com/connectivitysecurity/avecto-defendpoint-support-troubleshoot/
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.
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.
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.
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.
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
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.
IRM issues
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.
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:
Software is available in Remote Desktop Share folder and CTSD Share folder.
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.
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.
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.
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.
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
- 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.
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.