Troubleshooting

Any issue with our product? Here are the steps to resolve it.

I created a ticket, when can I expect an answer?

Most, if not all tickets, are answered the same day we receive them. However, depending on our workload, we may not be able to get back to you immediately. But remember, we try to answer every request as fast as we can.

What personal information are you tracking?

Privacy is important to you and to us. When you submit a ticket through our helpdesk, we just keep your name and email address and question you asked in our database. Nothing more unless you share it yourself during an interaction with us.

Can I use email to reply to a ticket?

Yes, our helpdesk is able to receive answers to your tickets via email. Whether you are using Outlook, Gmail or any other email client, our helpdesk will be able to handle it.

I see a blue screen, what should I do?

A blue screen means that you should: reboot wait 3 minutes try again

I don't find my answer in the knowledge base, what should I do?

Did you try to search using different search terms? If yes, then you should create a new ticket.

How to take a screen capture

Taking a screen shot is a very helpful tool when submitting a work request and can be done in a few simple steps. Select the Start (Windows)  button, type snipping tool in the search box on the taskbar, and then select Snipping Tool from the list of results. In Snipping Tool, select Mode. In ear...

How do I check my BIE Email with my Smart Card?

To login to your new BIE email with your BIE PIV card you will need to navigate to https://portal.office.com You will see this dialog box: Type in first.last@indianaffairs.gov You will be taken to this page: Click on sign in with PIV card Select the certificate. Now click on Outlook. If you a...

Workstations

I created a ticket, when can I expect an answer?

Most, if not all tickets, are answered the same day we receive them. However, depending on our workload, we may not be able to get back to you immediately. But remember, we try to answer every request as fast as we can.

What personal information are you tracking?

Privacy is important to you and to us. When you submit a ticket through our helpdesk, we just keep your name and email address and question you asked in our database. Nothing more unless you share it yourself during an interaction with us.

Can I use email to reply to a ticket?

Yes, our helpdesk is able to receive answers to your tickets via email. Whether you are using Outlook, Gmail or any other email client, our helpdesk will be able to handle it.

I see a blue screen, what should I do?

A blue screen means that you should: reboot wait 3 minutes try again

I don't find my answer in the knowledge base, what should I do?

Did you try to search using different search terms? If yes, then you should create a new ticket.

How to take a screen capture

Taking a screen shot is a very helpful tool when submitting a work request and can be done in a few simple steps. Select the Start (Windows)  button, type snipping tool in the search box on the taskbar, and then select Snipping Tool from the list of results. In Snipping Tool, select Mode. In ear...

How do I check my BIE Email with my Smart Card?

To login to your new BIE email with your BIE PIV card you will need to navigate to https://portal.office.com You will see this dialog box: Type in first.last@indianaffairs.gov You will be taken to this page: Click on sign in with PIV card Select the certificate. Now click on Outlook. If you a...