Limited FHC Technical Support

[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 Help procedures documented online have failed.

[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?

[lajackson]

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.

[russellhltn]

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.

[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,

[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.

[CaldwellZ]

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

[mward0002]

Computer setup, Do the family history computers come with software preinstalled or do I need to put in a request for all FHC software?

[russellhltn]

Should be pre-installed. But aside from a browser plugin, about all there is is management software.

[kpilk]

Which country are you in?
You just need to re image the computer. If you go onto a working FSC unit and look down the programs for FSC Application Finder and open that
You will find the windows 10 pro OS and I think the instruction sheet to download it to a USB,
just a matter of installing and doing a first boot. It does take quite a while, you will need the centre ID number and email address during its configuration.
Otherwise it does most of the job itself. Once installed you will probably need to do lots of updates to get it up to current which also takes lots of time, hours.
I have done it a few times and I'm not a computer whizz. Look me up on CDOL and contact me if you need more. I am in Australia.