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Limited FHC Technical Support

Posted: Sun Sep 16, 2018 11:53 am
by jsfriedman
There appears to be limited FHC technical support personnel available to resolve FHC technical issues. I was told FHC technical support is now provided exclusively by service missionaries. When you call in for FHC technical support you only have the option to leave a phone message - No immediate help.

To share my own frustration I have been trying to get a call back now for a week. I am trying to to schedule at a time when I can be at the FHC to work with the support person if necessary. I have a FHC computer down and need to do a clean Sophos uninstall (need password) and reinstall. The :cry: Help procedures documented online have failed.

:(

Re: Limited FHC Technical Support

Posted: Tue Sep 25, 2018 11:48 am
by jsfriedman
It has now been 2 weeks and still no call back or help. Still just get a recording. Is there anyone supporting our FHC computers?

Re: Limited FHC Technical Support

Posted: Tue Sep 25, 2018 12:34 pm
by lajackson
jsfriedman wrote:It has now been 2 weeks and still no call back or help. Still just get a recording. Is there anyone supporting our FHC computers?
If you are not the stake technology specialist, you might call him. Technically, he has responsibility for FHC computers as well as administrative computers in the clerks offices. At the very least, he should be able to get Sophos reinstalled for you. It is used on the admin computers, as well.

Re: Limited FHC Technical Support

Posted: Tue Sep 25, 2018 1:11 pm
by russellhltn
lajackson wrote:It is used on the admin computers, as well.
It is, but the download page says "These installation packages are for Clerk Computers only – they should not be installed on Family History or FM Office computers."

He'll have to download from FamilySearch.

Re: Limited FHC Technical Support

Posted: Tue Sep 25, 2018 7:32 pm
by jsfriedman
I am the stake technology specialist and need headquarters support because the Sophos install is not working on one of my FHC computers. Decided to reinstall because the update continually fails. I need the Sophos password to do a clean uninstall to start from scratch.

I am using is a FHC version of Sophos from FamilySearch,

Re: Limited FHC Technical Support

Posted: Wed Nov 27, 2019 4:23 pm
by ulupoi
There is a procedure for uninstalling Sophos when you don't have the password:

https://community.sophos.com/kb/en-us/124377

Then reinstall using the Sophos installer from here:

https://familysearch.org/remote/support.html

I'll post full instructions in a separate thread.

Re: Limited FHC Technical Support

Posted: Mon Dec 02, 2019 10:54 am
by CaldwellZ
jsfriedman wrote:When you call in for FHC technical support you only have the option to leave a phone message - No immediate help.
Seems they had a backlog at the time - but live people have been answering again for a while now :)