Log Cabin Charity – Helpdesk
If your issue has been resolved, you can view the details by choosing ‘Closed Cases’ in the box below.
Logged | Name | Location | Description | Priority | Comments | Status |
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Logged | Name | Location | Description | Priority | Comments | Status |
|---|---|---|---|---|---|---|
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 |
