Restarting the PC can help refresh the internet connection for the PC.

• Windows: Click the Start ( ) button, then or Shutdown and choose Restart.
• MacOS: Click the button and choose Restart.

If restarting the PC doesn't help fix the issue, refer to Power-cycle the Modem and Router below.

Power-cycling the modem and router can help refresh the internet connection.

1. Unplug the power cable to the modem.
2. Unplug the power cable to the router.
3. Wait 30 seconds.
4. Plug in the power cable to the modem.
5. Plug in the power cable to the router.
6. Wait 60 seconds.

It may take a couple minutes for the internet connection to be re-established. If problems persist, refer to Contacting Internet Service Provider.

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We will not be able to assist if the modem connects to the internet service via satellite, antenna, or cell service hotspot. Remote privileges will be revoked if found during troubleshooting.

Cable Connections
The entirety of the internet connection from the internet provider to the PC being used must be hardwired. Check that all the cables are plugged in properly between all the devices being used to connect.

• Modem
• Router
• Computer - If the cables are not plugged in, the computer may default to its Wifi connection if available or have no connection at all.

Wifi Connection
Ensure that the wifi on your computer has been turned off, as wireless connections are not to be used while working remote and a faulty ethernet connection can default to wifi. Using an ethernet connection ensures that packet loss and bandwidth fluctuations common on WiFi networks do not cause jitter, which could drop the Remote Desktop connection.

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If any portion of the connection being used is wireless, assistance will not be given to resolve connection problems until a direct connection with an ethernet cable is made.

The entirety of the internet connection from the internet provider to the PC being used must be hardwired. If any portion of the internet connection is wireless, it must be replaced with a hard wired connection to prevent jitter, which could drop the Remote Desktop connection. This includes being wired into wireless network extenders or using a satellite/cellular service provider.

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If any portion of the connection being used is wireless, assistance will not be given to resolve connection problems until a direct connection with an ethernet cable is made.

Internet connectivity can be checked by visting Is My Internet Working?

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Verify the internet connection speeds by visiting Speedtest.

1. Below the GO button on the right hand side will be the location of the server that the connection is being tested with, change the server by selecting 'Change Server'.
2. A window will appear with a Search to set the server location. Search for Columbus, OH and select the Columbus, OH - Spectrum option.
3. Press GO to start the Speedtest.

The speeds should be at least 25Mbps download and 3Mbps upload.

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We will not be able to assist in resolving problems unless the internet connection meets required speeds.

VPNs (Virtual Private Network) such as NordVPN, Surfshark, and ExpressVPN, encrypt the user's internet connection and routes it through an intermediary server, sometimes causing issues with connecting to services. As such, if you are using a VPN, it will need to be disabled while remoting into CMS.

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Due to VPNs having varying settings, IT will not assist in disabling the VPN. Please consult the VPN provider's documentation for assistance.

If the computer has been confirmed to be completely wired, the internet speeds meet requirements, and all equipment has been rebooted, call the Internet Service Provider to see what may be causing an interruption in service. If needed, a technician may need to be requested to inspect the physical hardware of the connection.

If the issue interferes with the shift start time, please notify the supervisor on duty.

To dial into 3CX, dial 5-###, with ### being your station number.

• If unsure of the station number, it can be found in the upper left hand corner of the Infinity Telephone Agent window. It is the number inside of the [##] brackets before the agent initials.
• If still unsure of what number to dial, fetch account 27 and press F7 to open the script. Find your name and press the button labeled 'Click to Pull Agent Info' to pull the number to dial.

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If dialing in does not work, see 3CX Call Quality and Disconnects for troubleshooting.

Check to make sure the headset is fully plugged in.

If the headset is plugged in and is not working, move it to a different USB port.

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CMS does not recommend wireless headsets for taking calls due to the unstable nature similar to wireless internet connections.

The 3CX Web Client is the easiest method of using 3CX, as it only requires logging in through an internet browser.

To sign in:

1. Access the 3CX Web Client portal on the home desktop.
   • A link is included in the Remote Access Folder.
   • Do not open the link inside the Remote Desktop.
   • Google Chrome is required to use the 3CX Web Client. If it's not downloaded, it can be found here.
2. Log in using the credentials sent in the Welcome to 3CX email.
3. Once logged in, dial the extension into the 'Enter Name or Number' field.
   • The first time the web client is used to dial in, there will be a Chrome pop up that requests to allow or deny microphone. Click allow.

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The 3CX desktop app is only available for Windows users and is no longer supported for Macs. IT recommends using the Web Client first and the Desktop App as a backup.

Navigate to the 3CX Wiki and follow the instructions to set up 3CX.

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The Wiki can only be accessed while connected through the Remote Desktop.

Call quality and disconnects are typically caused by an inconsistent network connection. Please try the following:

• If dialed in, disconnect from the 3CX call and dial back in.
• If using the 3CX Web Client, close the browser and reopen the page.
• If using the 3CX Desktop App, try closing the app and reopening.
• Follow the steps listed in the Internet Connection Troubleshooting section.
• For Windows users, see Changing 3CX Apps above to see if changing to the other 3CX application works.
  • CMS recommends using the 3CX Web Client for best possible results, attempting to switch should be a last resort.

In some cases when both the 3CX Windows app and 3CX Web client are available, changing to the other application may resolve any issues.

Follow the setup instructions for the 3CX Web Client or 3CX Desktop App depending on which would be needed.

VPNs (Virtual Private Network) such as NordVPN, Surfshark, and ExpressVPN, encrypt the user's internet connection and routes it through an intermediary server, sometimes causing issues with connecting to services. As such, if you are using a VPN, it will need to be disabled while remoting into CMS.

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Due to VPNs having varying settings, IT will not assist in disabling the VPN. Please consult the VPN provider's documentation for assistance.

Click here for troubleshooting basic 3CX issues. This contains troubleshooting for:

• Correcting Audio Settings in 3CX
• Reconfiguring 3CX
• Forgot Password for Web Client
• Blocked/Blacklisted by 3CX from logging in

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The Wiki can only be accessed while connected through the Remote Desktop.

Follow the instructions in the Remote Audio Troubleshooting Wiki to make sure the PC audio settings are configured correctly.

The Wiki covers troubleshooting for confirming the PC sound is not muted and other home desktop audio settings.

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The Wiki can only be accessed while connected through the Remote Desktop.

If the Remote Desktop cannot be connected to:

1. Check to make sure the credentials are correct as stated below in Remote Credentials.
2. Using the instructions listed in the Internet Connection Troubleshooting above to ensure the internet connection is working properly.
3. Use the instructions in the Re-download the Remote Desktop Connection section below to see if a new remote connection file helps.
4. If checking those portions did not work, please escalate to Supervisor.

Check to make sure the credentials to log in are correct, such as the username being cms\firstname.lastname and using the correct password.

• Be sure to use the \ for this and not /. The key is normally located above the Enter Key.
• Check to make sure there are no spaces around the username or password.

1. Navigate to the CMS RDP Web Access site to re-download the remote desktop connection.
2. For Domain\user name, sign in using your name formatted as CMS\Firstname.Lastname.
   • Be sure to use the \ for this and not /. The key is normally located above the Enter Key.
3. Once signed in, click the blue monitor icon labeled 'CMS' to download the Remote Desktop connection file. It will download as "cpub-CMS-CMS-CmsRdsh" and can be renamed to "CMS Remote Desktop" to help with identifying.

After 6 unsuccessful attempts to sign in with incorrect credentials, the account will be locked out and the Remote Desktop application will notify with a warning "As a security precaution, the user account has been locked because there were too many logon attempts."

Please escalate to a Supervisor.

Please escalate to a Supervisor.

Refer to the Internet Connection Troubleshooting portion above to verify your internet connection is stable.

For instructions on setting up and managing a second monitor, refer to the Second Monitor Management Wiki.

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The Wiki can only be accessed while connected through the Remote Desktop.

CMS' software requires a minimum monitor size of 15 inches and a resolution height above 864 pixels.

If needing to check the size of your monitor and its resolution, visit the CMS Check Monitor Size Tool.
For information on changing monitor resolution, follow the links below:

• Windows Users: Microsoft instructions for changing resolution
• Mac Users: Apple instructions for changing resolution

If any issues are experienced while working within Remote Desktop, please notify the Supervisor. At their discretion, they may ask to attempt re-logging into the Remote Desktop.