After Hours Helpdesk, IT and Connectivity Issues

Business hours: Monday - Friday, 8am - 5pm EASTERN time

ProTip, print these instructions so you always have them available

During business hours, please submit a ticket to support@pedsone.com for any outages, including phone outages.

For evenings and weekends, take the following steps:

Check with others who may be working after hours at the same time as you to determine if this is a widespread issue, or if it's just you experiencing the problem. 

If it's just you experiencing the problem: 

• Please reboot your workstation.
• If that doesn't work, please reboot your Mikrotik.
• If that doesn't work, call ClearBearing 802-846-1855 and follow instructions on the recording.
• Submit a ticket to support@pedsone.com for follow up during the next business day.

Instructions: Rebooting Steps for Workstation and Mikrotik

If others are also experiencing the problem:

• Make a detailed note of the issue to have handy when calling ClearBearing. 
• Add as many details as you can. i.e.:
  • We are unable to access a specific practice (and name the practice) or, We are unable to access any practice
  • We were able to access up until X time, and the system became unreachable at X time
• For Phone issues:
  • The switchboard went down and none of us can access it or call out. 
  • Calls are dropping (keep a log please)
    • extension with the issue
    • time of dropped call 
    • number called 
    • error message if applicable
• List the name, cell phone number, workstation and Mikrotik for all affected. i.e.:
  • Lynn Shoop, 415-724-7297, PEDSONE101, MIKROTIK 14
  • Leia Organa, 650-123-4567, PEDSONE45, MIKROTIK 12
  • Kylo Ren: 510-321-9876, PEDSONE102, MIKROTIK 54

Have this note handy when calling ClearBearing  802-846-1855

For phone issues, contact ClearBearing first. 

They may recommend you connect with RBTech, our phone vendor. Their number is 802-223-4448