Академический Документы
Профессиональный Документы
Культура Документы
Mexico:
Account: mxbur
User name: mxburs1 or mxburs2
Password: Password
EMA (Europe, Middle east, Asia)
Note: For EMEA use
https://195.212.6.58/att/att_tools_owelogin.html to reset
passwords
Account: abrg
User name1: abrgs1
Password: Welcome9
User name2: abrgs2
Password: Welcome9
Germany User:
Account: GBBURGER
User name: Admin01
Password: newpass1(Note: password is case sensitive)
D. From the drop down menu, click on
“Administration Tools for Service Manager.”
E. Click on User (left hand side menu) and
then passwords.
F. Populate the fields:
1. Admin User ID: helpdesk(USA)
mxburs1 or mxburs2(Mexico) abrgs1 or
abrgs2(EMA)
2. Admin Password:
3. Target User ID: User’s BKU ID
4. Target Password: default
password
5. Set password to expire – NO,
unless the user wants to be prompted to
change the password now.
6. Reset Password
G. Click Submit.
1. You will then see a message at
the bottom that says the password for
BKUXXXX has been reset.
If they have just started then they need to be told to wait up to one week from their employment start
date before attempting to access the BK Gateway. It takes time for their account to be processed by
HR. It is possible that their account could be ready in a couple days but sometimes it might take the
full week.
If they have been employed at BK for longer than a week and are receiving the error then something
is probably wrong. In this case, the ticket can be submitted to BK IT Security to investigate.
Usage All ACS Help Desk Associates are to read this document in its entirety, and are to use it as reference
when resolving incidents related to “Enroll in Workshops” quick link for all employees and NA
Franchisees, available through the BK® gateway home page.
Go through the attached Troubleshooting Guide
For each of these questions and any other user issues, please try to get as much information from the
user as possible in order to help expedite the resolution of the ticket.
All calls received for this application MUST have an incident opened.
There is a batch file that should be run for anyone who reports
Troubleshooting
not having the "BK Gateway" Icon on their desktop
Follow the below procedure to execute the batch file
Start-> Run->\\bkcrol00\ share\upload\postinstallfiles\
Execute "BKGateway New Link.bat"
BK gateway Image Library
VERSION: 1.07
Last Update 2008-07-30
Approved By CARLOS SOTELO
Last Updated By OLAF ALBERTO PEREZ CARREON
Usage BK gateway- Image Library
Links Bk Gateway Image Library
Troubleshooting ACS HELP DESK
TROUBLESHOOTING GUIDELINES
All ACS Help Desk Associates are to read this document in its entirety and are to use it
as reference when resolving incidents related to the OER Trac Web Site available
through the BKGateway.
I. APPLICATION INFORMATION
Application Name BK™ Image Library
Application Audience All BK Gateway Users
Application Location Link will be locate in “ Marketing Applications”
section on the Marketing Connect Homepage
Application Description This is an existing 3rd party application that stores
BK Brand Images.
The old QuickLink name is BK™ Web Native.
The new QuickLink name is BK™ Image Library.
II. GENERAL APPLICATION TROUBLESHOOTING INSTRUCTIONS
All calls received for this application MUST have an incident opened.
III. TROUBLESHOOTING ISSUES EXPERIENCED BY USERS
Problem#1: The user no longer sees the “BK™ Image Library” link under Quick Links
Marketing Application on the Marketing Connect Homepage
HD Associate Course of Action:
1. Check to make sure the user is looking for this application in the right location.
2. If the user is looking in the right location, notify the user an incident will be opened
and ask the user if they have lost access to any other BK Gateway applications.
2.1. If the users says they have not lost access to any other application than follow
these steps:
2.1.1. Open an incident for this call
2.1.2. Log the problem as BK™ Image Library link missing under Quick Links
Marketing Applications.
2.1.3. Assign the incident to the “BKC-WEB-BKG-MARKETING CONNECT”
Team
2.2. If the user says they have lost access to other applications on the BK Gateway
than follow these steps:
2.2.1. Open an incident for this call
2.2.2. Log the problem as “User lost access to several BK Gateway
applications, this may be due to Active Directory Attributes for the user
having changed
2.2.3. Assign the incident to the BK Gateway Development and Support
============================
Problem#2: The caller says that they receive an error message on any section of the
BK™ Image Library site.
HD Associate Course of Action:
1. Notify the user an incident will be open
2. Open an incident for this problem
3. Log the problem as “User is receiving an error” and identify the error message
or error type and the location of the error message.
4. Assign the incident to “BKC-WEB-BKG-MARKETING CONNECT” Team
============================
Problem#3: The caller is having issues related to content or links within the BK™
Image Library
HD Associate Course of Action:
1. Notify the user an incident will be open.
2. Open an incident for this problem
3. Log the problem as “User is having issues related to content or links that are not
part of the Quick Links”. List any other description of the error and any error
message the user may have experienced.
4. Assign the incident to “BKC-WEB-BKG-MARKETING CONNECT” Team
============================
Problem#4: The user no longer sees the “BK™ Web Native” link under Quick Links
Marketing Application on the Marketing Connect Homepage.
HD Associate Course of Action:
1. Inform the user that the name has changed from “BK™ Web Native” to “BK™
Image Library”
2. Check to make sure the user is looking for this application in the right location.
3. If the user is looking in the right location, notify the user an incident will be opened
and ask the user if they have lost access to any other BK Gateway applications.
3.1. If the users says they have not lost access to any other application than follow
these steps:
3.1.1. Open an incident for this call
3.1.2. Log the problem as BK™ Image Library link missing under Quick Links
Marketing Applications.
3.1.3. Assign the incident to the “BKC-WEB-BKG-MARKETING CONNECT”
Team
3.2. If the user says they have lost access to other applications on the BK Gateway
than follow these steps:
3.2.1. Open an incident for this call
3.2.2. Log the problem as “User lost access to several BK Gateway
applications, this may be due to Active Directory Attributes for the user
having changed
3.2.3. Assign the incident to the BK Gateway Development and Support
Going forward we send task ticket to BK IT Security only for below mention application, Rest
links will show up automatically:
DATA Connect
Field Financials
Franchise Scorecard
Guest track
Matrix
OER Reporting
OPS Connect
XFormity
Routing Assignment group: BK IT Security
Home
• Password-protect your Blackberry handheld. To set a password, go to Options>Security. Set the desired
timeout and enable/set a password. In conjunction with this, you should also go to the Options menu to the
Owner item, and enter your name and contact information. When the password protection kicks in, this is
what is displayed on the screen.
• To move an icon on the Home screen, press the Alt key. Click the track wheel. Click Move Icon. Position
the icon. Click the track wheel.
• To hide an icon on the Home screen, select an icon. Hold the Alt key and click the track wheel. Click Hide
Icon.
• To show a hidden icon on the Home screen, hold the Alt key and click the track wheel. Click Show All.
• To switch to another application, hold the Alt key and press the Escape button. To select the application,
continue to hold the Alt key and roll the track wheel. To switch to that application, release the Alt key
• To use shortcut keys to open an application from the Home screen, open the phone options. Click General
Options. Change the Dial from Home Screen field to No. The shortcut keys are underlined on the Home
screen. You can use these keys, but you cannot make calls from this screen.
• To vertically scroll between icons on the home screen, hold down the Alt key while rolling the track wheel.
Searching
• To search for text, click the track wheel. Click Find. Type the text.
• To find a contact in the Address Book, type the contact name or initials separated by a space
Clearing fields
• To select a check box, press the Space key. To clear the check box, press the Space key again.
• To change an option field, hold the Alt key. Click a value.
• To move to an item in a list or menu, type the first letter of the item.
• To clear a field, click the track wheel. Click Clear Field.
Navigating screens
• To move the cursor, roll the track wheel.
• To move the cursor in a different direction, hold the Alt key and roll the track wheel.
• To exit a screen or dialog box, press the Escape button.
• To select an icon or menu item, roll the track wheel. Click the track wheel.
• To jump to an item in a list or menu, press the first letter of the item.
• To select multiple items or characters, hold the Shift key and roll the track wheel.
• To page up or down in a list, hold the Alt key and roll the track wheel.
• To move to the top of a screen, press T.
• To move to the bottom of a screen, press B.
• To move down a screen (page down), press the Space key.
• To move up a screen (page up), press the Shift key and the Space key.
• To move to the next item, press N.
• To move to the previous item, press P.
Typing
• To capitalize a letter, hold the letter key until the capitalized letter appears.
• To insert a period, press the Space key twice. The next letter will be capitalized.
• To type the alternate character on a key, hold the Alt key and press the character key.
• To type a symbol, press the Symbol key. Click on a symbol.
• To type an accented or special character, hold the letter key and roll the trackwheel.
• To turn on CAP lock, hold the Alt key first and press the Right Shift (Cap) key.
• To turn on NUM lock, press the Right Shift key first and press the Alt key.
• To turn off NUM lock or CAP lock mode, press the Right Shift key.
• To type numbers in a number field, press the number keys. You do not need to press the Alt key.
• To insert the “@” and “.” characters in an Email field, press the Space key.
Editing text
• To select text by character, hold the Shift key and roll the track wheel.
• To select whole lines, press the Shift key once and roll the track wheel.
• To cancel text selection, press the Escape button.
• To copy the selected text, select the text. Press the Alt key and click the track wheel.
• To paste the selected text, press the Shift key and click the track wheel.
• To cut the selected text, press the Shift key and the Backspace key.
Messages
• To open the selected message, press the Enter key.
• To jump to the bottom of the Messages screen, press B.
• To jump to the top of the Messages screen, press T.
• To compose a message from the Messages list, press C.
• To reply to a message, press R.
• To forward a message, press F.
• To reply to all, press L.
• To file a message, press I.
• To search for text within a message, press S. To search for the next occurrence of the text, press S again.
• To switch between showing and hiding filed messages, press H.
• To move down a page in a message, press the Enter key.
• To move up a page in a message, press the Alt key and the Enter key.
• To view sent messages, press the Alt key and O.
• To view received messages, press the Alt key and I.
• To view SMS messages, press the Alt key and S.
• To view phone call logs, press the Alt key and P.
• To view direct connect call logs, press the Alt key + D.
• To view Voice Mail messages, press the Alt key and V.
• To jump to the next unopened item, press U.
• To mark a message opened or unopened, press the Alt key and the U key.
• To jump to the next day, press N.
• To jump to the previous day, press P.
• To move to the next related message, press J.
• To move to the previous related message, press K.
• To move to the last cursor position in a received message, press G.
• To view the email address or PIN of a sender or a recipient, in the to or From field of a received
message, select a name. Press Q. To show the display name again, press Q.
• To delete selected messages, press the Delete key.
• To delete all messages prior to and including a specific date, in the messages list, select a date field (i.e.
Fri, Oct 10, 2003). Click the track wheel. Click Delete Prior.
Attachments
• To switch between viewing the generated table of contents and the full content for a document
attachment, press V.
• To switch to a different worksheet within a spreadsheet attachment, press V. Select a worksheet and press
the Enter key.
• To change the column size, press W.
• To turn on or turn off column and row labels, press H.
• To move to a specific cell, press G.
• To display the contents of a specific cell, press the Space key.
• To pan horizontally across an image, hold the Alt key and roll the track wheel.
• To zoom into an image, press I. To continue zooming into an image, hold the Left Shift key and roll the
track wheel.
• To zoom out of an image, press O. To continue zooming out of an image, hold the Left Shift key and roll
the track wheel.
• To zoom to the original image size, press W.
• To rotate an image, press R.
Phone
• To open the Phone screen, either (a) press the Phoneii button OR (b) press the Space key.
• To end a call, hold the Escape button.
• To call a speed dial number, hold an assigned letter key.
• To type an extension, press the Alt key and the 8 key. Type the extension number
• To dial the last number that you typed, press the Space key and press the Enter key.
• To assign speed dial to a letter, hold a letter key. Type a number.
• To call your voice mail access number, hold 1.
• To type letters in phone numbers, hold the Alt key and type letters.
• To mute a call, either: (a) Press the Phoneii button. To turn mute off, press the Phone button again. OR
(b) Click the track wheel. Click Mute. To turn Mute off, click the track wheel. Click Turn Mute Off.
• To change the volume during a call, roll the track wheel.
• To move to the top of the Phone screen while viewing the list of contacts, press the Space key.
• To insert a wait when typing a phone number, press B.
• To insert a pause when typing a phone number, press N.
Direct Connect
• To talk to a selected contact or group using direct connect, hold the Push To Talk button and speak.
• To listen to a contact or group during a call, release the Push to talk button.
• To alert a selected contact or group, click the track wheel. Click Alert.
• If your handheld has a speaker, to switch between the speaker and earpiece during a call, press the
Symbol key.
Browser
• To return to the last page you viewed (Back), press the Escape button.
• To insert a period in the Go to dialog box, press the Space key.
• To insert a slash mark (/) in the Go to dialog box, press the Shift key and the Space key.
• To return to the home page, press H.
• To edit a web address in the Go To dialog box, hold the Alt key and roll the track wheel to select an
address. Edit the text and click the track wheel.
• To open the Browser Bookmarks screen, press K.
• To add a bookmark, press A.
• To refresh a web page, press R.
• To search for a word on a page, press F. To find the next instance of a word on a page, press the Alt key
and F.
• To view the history, press I.
• To move to the next page in the history, press N.
• To move to the previous page in the history, press the Delete key.
• To view, copy, or send the address for a link, press L.
• To view, copy, or send the address for a page, press P.
• To view more images, press M.
• To view all images, press Q.
• To open the Browser options, press O.
• To move down a page, press the Space key.
• To move up a page, press the Shift key and the Space key.
• To save a web page to your Messages screen, press S.
• To stop a web page from loading, press the Escape button.
• To move to a specific web page, press G.
• To move between full screen mode and normal mode, press U.
• To move the browser to the background to use another application, press D
• To close a web page, press the Escape button.
• To close the browser, hold the Escape button.
Calendar
• For these tips to work in Day view, in the calendar options, set the Enable Quick Entry field to No.
• To change to Agenda format, press A.
• To change to Day format, press D.
• <span style="FONT-
Blackberry - Changing the time zone
VERSION: 1.03
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if
Routing it’s out of their scope of support, then Service Desk
will route the ticket to 2nd level support group.
BKIM-BLACKBERRY
Category/Sub category:
HARDWARE/BLACKBERRY/PALM/TREO/PDA
Affected Item
Assignment group: BK DESKTOP/MIAMI/BF
Severity: 3
Contact Information
Troubleshooting
If you’re going to be staying somewhere foreign for an extended period of time it
may be a good idea to change the time zone on your Blackberry.
3. With the Time Zone field already selected, click the track wheel and select
‘Change Option’.
4. Using the track wheel, scroll through the list and select the desired time zone and
save your changes
Blackberry - Changing the time zone
VERSION: 1.03
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of their scope of
Routing
support, then Service Desk will route the ticket to 2nd level support group.
BKIM-BLACKBERRY
Severity: 3
Contact Information
Troubleshooting
If you’re going to be staying somewhere foreign for an extended period of time it may be a good idea to
change the time zone on your Blackberry.
3. With the Time Zone field already selected, click the track wheel and select ‘Change Option’.
4. Using the track wheel, scroll through the list and select the desired time zone and save your changes.
Blackberry - Common Settings - Deleting Emails Issue
VERSION: 1.04
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of their scope of
support, then Service Desk will route the ticket to 2nd level support group.
The Blackberry device has many settings to choose from offering a wide
variety of preferences users can have as to how their device works. Many of
Routing the common issues Blackberry users experience are not related to any actual
problems with the device or it’s connectivity at all. These issues are often
related to Blackberry Settings being disabled, unchecked, or enabled to the
wrong extent of the user’s preference. These types of issues can be resolved
without any changes being made to the user’s position on the BES, nor any
changes to their wireless account.
BKIM-BLACKBERRY
This is often characterized by a person saying “my emails aren’t synching” or “when I delete on my
blackberry it doesn’t delete on my desktop. Less commonly, someone may say “my emails are deleting on
my desktop but they don’t disappear on my blackberry.”
A. “My emails aren’t synching” or “When I delete on my blackberry it doesn’t delete on my desktop.”
Resolution: There is a setting that allows users to delete on the blackberry and have the email stay active on
their desktop or laptop’s version of outlook. This is the default setting. To have this changed so that emails
deleted on the blackberry disappear from the desktop also, the user will need to perform the following;
From the home screen, navigate to the inbox icon called “messages.”
From the messages view (the inbox), hit the option button, and choose “options.”
A list of options will display. Choose “Email Reconciliation”
A new list of options displays. The one we’ll need to change is called “Delete On:.”
**The settings that can be chosen for deleting are; Handheld, Mailbox and Handheld, and Prompt.
Handheld just lets deleted email stay unchanged on the user’s desktop or laptop. The “Mailbox and
Handheld” setting allows anything deleted on the Blackberry to be deleted on the desktop or laptop. The
‘Prompt” setting allows a user to be prompted every time he or she deletes something whether or not they
want it to be removed from the desktop or laptop. Most users prefer the “Mailbox and Handheld” setting.
B. “My emails are deleting on my laptop/desktop but they do not disappear from my Blackberry.”
Resolution: This issue is almost always because of how they delete their mail. If the user deleted email, the
blackberry needs time to see the email in the deleted box. In other words, if not enough time has gone by
for the device to spot the email sitting in the deleted folder, it will not know that the item has been deleted.
Blackberry users who delete and email and then empty the deleted folder immediately or shortly after will
often experience this issue.
Blackberry - Handheld password (Securing BlackBerry Devices)
VERSION: 1.02
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Routing BKC is instituting a new BlackBerry password policy to protect
BKC confidential data, safeguard personal information and
prevent theft. The policy will automatically go into affect on
Monday, Sept. 15. At that time, BlackBerry users will be
prompted to set a simple password to utilize your phone.
Tips:
Category/Sub category:
HARDWARE/BLACKBERRY/PALM/TREO/PDA
Affected Item
Assignment group: BK DESKTOP/MIAMI/BF
Severity: 3
Contact Information
Troubleshooting
4. In the Set Handheld Password and Lock window, type the new password into the
New Password and New Password Again fields.
5. Click OK.
Note: It takes approximately few minutes for the new IT Policy to be sent to the device.
6. When the device receives the IT Policy, the following message is displayed:
New IT Policy Changed Over The Air. Would you like to accept?
7. Click OK. The user can now use the new password on the device.
NOTE: When the password is enabled, Security Timeout appears on the display when
the handheld is inactive.
Caution: If the user chooses a password they do not remember and then enters the
password incorrectly 5 times, the device will wipe back to factory defaults as a part of
the policy. This will cause the device to no longer be synchronized to company email
Blackberry - Hard Resetting the Blackberry device
VERSION: 1.02
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of their scope
Routing of support, then Service Desk will route the ticket to 2 nd level support
group.
BKIM-BLACKBERRY
Troubleshooting Steps:
1) While the device is on, remove the back plate that covers the battery and remove the battery itself.
2) Pull out the sim card from the device and place the battery back in the device
with no sim card inside.
3) Let the device power itself back on. Leave it on for about 2 minutes.
4) While the device is still on pull the battery out again and this time put the sim card back in and
put everything back together including the battery and let the device power itself back on again.
5) When the device comes back on, usually the wireless service is turned off. This can be
identified by observing the word “OFF” in the top right hand corner or top center of the device.
a. If this is the case, scroll down to the icon that says “Turn wireless on”. Click it and
wait for the signal to come to the device. After a minute or so it should say EDGE or
GPRS. If it says GSM or edge in all lowercase letters after about 3 minutes, your area has
no data coverage.
b. If your device comes back on already with data signal (indicated by EDGE or GPRS in
the top right hand corner), you can skip this step altogether. Your device is working
properly.
6) Upon seeing EDGE or GPRS in the top right hand corner, your device now is getting data
signal and no further device or coverage issues should be present. (If issues persist, a ticket
needs to be opened with the help desk so that one of our team members can check to see if
an issue is present on the Blackberry Enterprise Server (BES)).
PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of their
Routing scope of support, then Service Desk will route the ticket to 2nd level
support group.
Affected Item:
BKIM-BLACKBERRY
Affected Item
Category/Sub category:
HARDWARE/BLACKBERRY/PALM/TREO/PDA
6. Hit the option button (button to the left of the track ball) and choose “Wipe Handheld”.
7. The device will prompt you to confirm you would like to do this by typing in the word
“blackberry”.
8. The device will reset itself back to factory default settings with no email, texts, pictures, or
anything that the device did not come preloaded with.
Note: Please take note of step 8. It is always best to ask a user if they have any pictures within the
unit that they can’t lose. This is because when the device gets wiped, so does the memory. If the
user’s device comes equipped with a micro SD slot, they can save the pictures to a micro SD card for
later use.
Blackberry - Wireless Blackberry Activation
VERSION: 1.02
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of their
Routing scope of support, then Service Desk will route the ticket to 2nd level
support group.
BKIM-BLACKBERRY
Category/Sub category:
HARDWARE/BLACKBERRY/PALM/TREO/PDA
Affected Item
Assignment group: BK DESKTOP/MIAMI/BF
Severity: 3
Contact Information
Troubleshooting
Procedure to Activate Blackberry Device:
1. Make sure the handheld displays the correct network for data transfer in the top right
corner. The network will vary depending on the carrier, but will be in all caps regardless
(GPRS, NXTL, etc). If it isn’t, you need to contact your carrier.
2. If the handheld you are using is not new, you may want to reset it to factory settings. To
do so, go to Options> Security. Push the track wheel in and choose Wipe Handheld.
3. Choose the Enterprise Activation icon in the main menu. If you do not see it, go to
Options> Enterprise Activation.
4. Enter the user’s full email address (firstname.lastname@whopper.com).
5. The password is NOT the same password as their email account. It is a one time use
security key used during activation.
6. Push the track wheel in and choose Activate Now. The handheld will now communicate
with the BES and begin exchanging information.
Blackberry -Calendar changes in Outlook do not synchronize to the BlackBerry device
VERSION: 1.02
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of their
Routing scope of support, then Service Desk will route the ticket to 2nd level
support group.
BKIM-BLACKBERRY
Category/Sub category:
HARDWARE/BLACKBERRY/PALM/TREO/PDA
Affected Item
Assignment group: BK DESKTOP/MIAMI/BF
Severity: 3
Contact Information
Troubleshooting
Calendar changes in Outlook do not synchronize to the BlackBerry device.
Problem
When a meeting or appointment is created or updated in Microsoft Outlook, it does not
wirelessly synchronize to the BlackBerry device.
Resolution
Complete the following steps:
Create a calendar entry on the BlackBerry device and verify that the entry is
able to wirelessly synchronize to Microsoft Outlook.
On the BlackBerry device, open the Calendar application.
Display the menu and click Options.
Set the Wireless Synchronization field to No.
Display the menu and click Save.
Set the Wireless Synchronization field to Yes.
Display the menu and click Save. Turning wireless calendar synchronization on and
off will reset the calendar database on the BlackBerry device.
Create a calendar entry in Microsoft Outlook and verify that the entry
wirelesslysynchronizes to the BlackBerry device.
Category/Sub category:
HARDWARE/BLACKBERRY/PALM/TREO/PDA
Affected Item
Assignment group: BK DESKTOP/MIAMI/BF
Severity: 3
Contact Information
Troubleshooting
Information to understand Blackberry and Synchronizing emails: