Log Cabin Charity – Helpdesk

August 28, 2026 2:04 pm

daniel@logcabincharity.org.uk

n/a

The internet is down. I have reset the router and has not come back on

No

TR - You say you restarted the router and it didn’t come back on, was that the router itself or the internet didn’t come back on?

Does the router currently look like it’s all powered up and running? No orange/warning lights?
Can you see if everything else in your comms cabinet looks to be on and powered? I know that’s not always easy though, as there is a fair bit of equipment in there.
I believe your phones are network/internet base as well. Are they working? (I would imagine not).

Closed

August 5, 2026 11:27 am

daniel@logcabincharity.org.uk

n/a

I'm trying to connect our shared mailbox, info@logcabincharity.org.uk, to monday.com so that emails sent through our boards can come from that address rather than my personal account. This would help keep parent and stakeholder communications centralised and properly logged.

When I try to connect it, I get the following message:

"monday.com needs permission to access resources in your organisation that only an admin can grant. Please ask an admin to grant permission to this app before you can use it."

As I understand it, this needs someone with Global Administrator or Application Administrator rights in our Microsoft 365

Could you let me know if you're able to do this?

No

AB - all done

AB - Just to confirm - Monday.com is asking for permission to the below - can you confirm that you want me to grant this permission?

Closed

July 31, 2026 12:24 pm

daniel@logcabincharity.org.uk

beth@logcabincharity.org.uk

Hi,

Beth should have been set up on MS Teams Voice; however, she is unable to call out, and the plan does not appear to be active.

Yes

SMR:Licensing looks ok. Do I need to assign a phone number to them?

closed

July 16, 2026 8:41 pm

daniel@logcabincharity.org.uk

MAC

The desktop excel app on my Mac has started saying that my account does not allow editing on a Mac - has something changed?

Yes

SMR: hmm can you go to the accounts page and confirm you are signed in

closed

July 13, 2026 1:03 pm

daniel@logcabincharity.org.uk

Na

I have rebooted the Wi-Fi router and it is now flashing green previously was flashing red. The Internet came on for a short minute and then turned off and it’s still

No

AB - this is resolved now - was a fault with the cabinet in the street.

AB - Can you send me a photo of the equipment in the cabinet please?  Ideally to see the light status of the equipment.

Closed

July 9, 2026 6:00 pm

daniel@logcabincharity.org.uk

Na

The Internet has been down for approximately half an hour. It happened this morning but was only down for a short time.

No

SMR: maybe worth calling Zen - also open network cab door

closed

June 19, 2026 4:15 pm

daniel@logcabincharity.org.uk

n/a

Hi Andy,

I am not sure who has calling plans now. Would you be able to update me?

We have the user Beth@logcabincharity.org.uk, who needs to be added to the calling plan. I'm assuming Sharon's plan can be redistributed, as we have already reallocated Samantha's

No

SMR: yes I believe Sharon Flynn can be re used

closed

May 29, 2026 9:11 am

daniel@logcabincharity.org.uk

n/a

Hi Guys,
Samantha Karlstine has left the organisation. Would it be possible to transfer the calling plan from Samantha to Keana Isaac-Taylor? Ideally by Monday.

She would need to be set to receive the incoming calls from the "General" call group set up as well as make outgoing calls.

Yes

SMR: Done - I hope

closed

May 22, 2026 10:13 am

debbie@logcabincharity.org.uk

Reception

Desktop phone is not receiving or dialling out after I have logged on to it.

Yes

SMR: end user says fine now!
SMR: chased 08/06

SMR: got me stumped this one. everything looks fine from here. Phone is showing signed in and online (via teams)

closed

May 12, 2026 6:33 pm

daniel@logcabincharity.org.uk

n/a

Could you please investigate and advise on the current hosting and administrative setup for the Log Cabin Charity website:

https://logcabincharity.org.uk

Following an internal review, we have been unable to identify:

who currently hosts the website;
where the domain and hosting are managed;
who has administrative access and credentials

Yes

AB - The website is hosted on Cloudflare - I have some login details from the handover from Lee and can access the Cloudflare portal.  I don't have any login details for the website itself - I assume you have these?

Closed

March 12, 2026 4:16 pm

daniel@logcabincharity.org.uk

192.168.1.81

My desktop Machine (Dell OptiPlex 3070) is continuing to slow down and occasionally freezing.

Yes

AB - not heard back - will close case for now - can be reopened

AB - From the logs, it looks like you rebooted at 14.47pm and 15.05pm today - was it better after either of the reboots? 

Closed

February 6, 2026 12:31 pm

daniel@logcabincharity.org.uk

Daniel - Desktop

The computer has slowed considerably since appx Nov 25 (not as a result of the rebuild). It is worsening and starting to freeze.

Yes

PF - As we only rebuilt recently all can really recommend at this stage is to replace - 6 years old isnt too bad but then not too new either!

SMR: is it PC HXPWD23 which is a Dell Optiplex 3070 and 6 years old? was reimaged during Toms last visit

Closed

February 3, 2026 5:40 pm

sharon@logcabincharity.org.uk

W5 4UA

Unable to open PDFs, see attachment.

Yes

AB - Do you have a paid for Adobe product that you use such as Adobe Acrobat?  Or are you using the free version?

Closed

January 19, 2026 11:31 am

sharon@logcabincharity.org.uk

W5 4UA

Since the recent computer work, we are currently unable to receive incoming phone calls, and the printer is no longer connected.
This is impacting our day-to-day operations, so we would appreciate it if this could be looked into as a priority.
Please let us know if you need any further information.

Yes

SMR: Sharon says all working now
SMR: chased Sharon and Daniel as no reply so far
SMR - Regarding the phones. Who is having problems? Everyone or just selected users.

Is this for the physical phone on the desk. That has to be signed into your Microsoft account and none of the work that @Tom Riddiford did on Friday should have affected that.
Is there any messages on the phone iteslf or does it look to be signed in correctly


Regarding the printer, as you dont have a "print server" then it should just be a case of "adding the printer".

If you press the "Windows" key and then type "printers" you should be able to find and open "Printers & scanners"

closed

January 14, 2026 4:15 pm

sharon@logcabincharity.org.uk

W5 4UA

All my files on OneDrive have a red X and won't open.

Yes

PF No update - will close as 23-01 so assume working by now.

SMR: try logging out of PC and back in, may fix or it may prompt you to sign in to OneDrive again

Closed

December 17, 2025 12:39 am

jenny@logcabincharity.org.uk

dont know

Has the issue on antivirus Sentinel v Sophos been resolved. We agreed that Norton which I have would be left until Sophos was installed. As the holidays are coming up I would not like to have issues with my laptop due to conflicting antivirus software. Please advise urgently. Many thanks, Jenny

Yes

AB - Two PCs have now been rebuilt with Sophos on - awaiting user feedback on them before we progress on rebuilding the rest of the computers

AB - I'm not sure we're going to have a suitable answer for you for your one on Friday I don't think.  At present, there's no way for us to remove Sentinel without rebuilding the computers entirely.  Yours has the added complication of being your own personal laptop which would likely have all of your own personal files and applications on as well as unknown licensing for MS Windows.  Tom can have a look at it on Friday for you and see what we can do but yours is a more complex case.  The last thing we want to do is to wipe your computer and lose any of your data or programs. 

We will do what we can though ?

AB - sent e-mail to LCC

Closed

November 28, 2025 1:17 pm

alia@logcabincharity.org.uk

e-mail

I received the message below, and it appears suspicious to me, especially because it asks for bank details. Raised by AB following e-mail

Yes

AB - I think that's likely - I'd ignore this I think.

Closed

November 27, 2025 5:26 pm

jenny@logcabincharity.org.uk

Teams

Someone is trying to set up a Teams meeting with me but the system is not allowing it. 

No

AB - Unfortunately, this is by design - people with personal accounts can't add people from business accounts.  It should work the other way around though - i.e. if you create a meeting and invite Vishav that should work.

Closed

November 26, 2025 4:11 pm

alia@logcabincharity.org.uk

Alia

My phone lines are not working. I have tried logging in to the system with the new password. Message popped up "get back to your account, your admin has been notified.

Yes

SMR - MS Teams – Logging Into Yealink MP and MP E2 Phones - CallTower Solutions Center

Closed

November 11, 2025 3:40 pm

alia@logcabincharity.org.uk

Alia

Hi - Wanted to report that we are unable to make calls. I understand this was reported yesterday by Daniel as well.

Yes

PF - We organised the new licenses this morning but are waiting on Sharon at Log Cabin to sign and return the paperwork to Trustmarque before we can proceed.

Closed

November 10, 2025 3:18 pm

daniel@logcabincharity.org.uk

Daniel

We are not able to dial out on Teams Voice, and it's saying, "You're not set up to use this calling feature". I remember you saying something about the subscription ending, not sure if it has something to do with this

No

AB - phone issue resolved now

AB - I've contacted Microsoft for support and also sent an e-mail to Lee. As we discussed, the contract was set to auto-renew as in the image below. It is now set not to auto renew but expires on November 7th 2026 which would suggest it has auto renewed but subscription status is set to disabled. I don't seem to have access rights to re-enable it but hopefully either Microsoft or Lee will be able to do this.

Closed

November 5, 2025 4:55 pm

daniel@logcabincharity.org.uk

192.168.1.242

We have a Ricoh MPC3503 Printer/copier.

We had the Scan to email function set up; however, this has stopped working. The last IT admin. said that Microsoft had changed a policy or something, which meant a third-party app (which would cost) would be needed to enable this function again. Not sure if this information was correct; however, we regularly rely on this function.

Yes

AB - App password fixed it.

AB - have found credentials - updated password on scans@ e-mail and created an App password - waiting for DY to test.

AB - trying to find admin username and password for the device

Closed