Try the basics
Sign out and back in, restart your device or the affected hardware, and check a quick web search has not already solved it.
Staff Hub.
Your internal home for IT support, live service status, outage guidance and the everyday tools you use to get work done. For Red Snapper Group staff.
Service status
Is something down? Check here first.
Each area below is normally green. If we are working on an incident, the area it affects turns amber or red, so you can see at a glance whether it is something we already know about.
All systems operational
Updated just now - Email & messaging Operational
- Files & collaboration Operational
- Sign-in & accounts Operational
- Telephony Operational
- Business applications Operational
- Public websites & portals Operational
Report a problem
Before you log a ticket.
Working through these four checks first will often fix the problem and, where it does not, gives the IT team what they need to help you faster.
Check the documentation
Look in the knowledge base for quick reference guides covering common problems, including how to tether your mobile for backup internet.
Ask a colleague
Check with your team to see if anyone else has the same issue. They may already have a fix, or have reported it.
Report it in detail
Still stuck? Log a ticket with as much detail as you can: screenshots, exact error messages and the steps to reproduce it.
Tick all four checks above to enable ticket logging. Working through them first fixes most issues and gives IT what they need to help quickly.
Staff Hub
When things go down
Outage guide: device, system and internet.
We work to a distributed model and our systems run in the cloud, so most outages need not stop your day. Find your situation below and work through the steps. If they do not fix it, jump to escalation.
No business data is stored on your laptop, so a failed device does not mean lost work. The aim is simply to get you back online on any working device.
Try this first
- Check power: confirm the charger is connected and working, and try a different socket.
- Force a restart by holding the power button for around ten seconds, then turning it back on.
- Check it is not a wider issue. If a colleague is affected too, treat it as a system or internet outage below.
If it still will not work
- Switch to another device you can access. Sign in to Microsoft 365 in a browser and carry on with email, files and Teams.
- Have your second factor to hand, as multi-factor authentication is required on every sign in.
- Log a ticket so IT can arrange a repair, a replacement or a remote support session.
This covers Microsoft 365 services such as Outlook, SharePoint, OneDrive and Teams, our business applications and remote access.
Try this first
- Check the status board at the top of this page to see if it is a known issue we are already on.
- Work out whether it is just you. Try the web version of the app, or open it on another device.
- Check your own internet connection is working before assuming the system is down.
If a service is genuinely down
- Use the web alternatives where you can: Outlook, SharePoint and Teams all run in the browser.
- If it is a wider Microsoft outage, the fastest path is usually to wait for them to restore it. Keep an eye on the status board.
- If the issue is not already showing on the status board, log a ticket so IT can investigate and update everyone.
Because our systems are cloud based, a connection problem at one location need not stop you working. Your backup plan should already cover this.
Try this first
- Restart your router or broadband hub and wait a couple of minutes for it to reconnect.
- Check your provider’s status page or app for a known outage in your area.
- Switch to mobile data, or tether your phone to your laptop. A quick reference guide for tethering is in the knowledge base.
If your location stays offline
- Move to your secondary work location, for example a local library, a café with reliable Wi-Fi, or a family or friend’s home.
- Keep company data secure: sit where your screen cannot be overlooked, take sensitive calls in private, and defer confidential tasks if you cannot keep them private.
- Let your manager know if the disruption looks like it will last, so work can be balanced across the team.
Everyday tools
Quick links to the things you use most.
The systems and self-service tools that keep you working, in one place.