Use Case: A store reaches out saying they’re unable to access Backoffice or link is showing “site can’t be reached”.
Ticket Sample:
Questions/Steps to isolate the issue:
- Confirm if they’re experiencing this on multiple registers & workstations.
If no, Inquire if network cable is plugged into the affected register. - If yes, have the store confirm that the Store's server is turned on and displaying green lights.
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Connectivity check: Attempt to Access Stores Back Office through Frasadmin. Change the store number https://2196sv002.na.follett.lan:7002/backoffice/access.do
If unsuccessful, follow the steps below
- Run pings in frasadmin Command Prompt:
For stores with 2 digits, e.g 0095
Use ping 10.00.95.10
Successful ping test example
- All succeed → escalate to COREPOS TEAM via SNow with ping screenshots.
- Any fail → confirm server power with store; if powered and still failing, escalate to Windows Server team with which pings failed.
Login failing for many users:
- Reset Back Office Password:
- Log into store BO; Access Stores Back Office through Frasadmin. Change the store number https://2196sv002.na.follett.lan:7002/backoffice/access.do
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Login with the following credentials:
Back Office login is: UserName: 2021 | PW: 2025fsc4
(4 = last quarter of the year - number will change depending on the quarter of the year) - enter employee ID; select reset password.
- A temporary password will show, copy and send to the user.