As part of your setup, we added a small icon to your system tray that gives you quick access to support tools, including contacting us, checking your email quarantine, and finding our phone number. It looks like this:

You can find the system tray icons in the lower right corner of your screen, near the clock:

If our icon is not immediately visible, click the up arrow to view additional icons hidden by Windows:

And you’ll see our icon:

When you click on our icon, a menu with several options will appear:

Let’s go over these one by one:

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Email Support

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This option sends an email to support@wcninc.com with helpful information already filled in, such as:

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• The computer you’re using

• The company you work for

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All you need to do is describe the problem and click Send.

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Important:

If your internet connection is currently down, please do not use this option. The message will not be sent until your internet is restored.
Instead, please call our office at 760-674-9970

Email Support with Screenshot

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This option works the same as Email Support, but it also includes a screenshot of what’s currently on your screen.

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This is especially helpful when you’re seeing an error message or something that’s hard to describe in words. We may occasionally ask you to use this option so we can better understand exactly what you’re experiencing.

Use this option if you need to contact us outside of our normal business hours (Monday–Friday, 8:00 AM–5:00 PM).

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It sends the same information as Email Support, but also alerts us that the issue is urgent and needs immediate attention.

This option displays our phone number. Our regular business hours are Monday–Friday, 8:00 AM–5:00 PM.

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If you need to reach us outside of these hours, please use one of the email options and one of our technicians will contact you as soon as possible.

This option allows you to view your email quarantine. For more information, please see our Quarantine Tutorial.

This option displays your computer’s name. We may ask you for this name when we need to connect to your computer for support.

This option removes our icon from the system tray. It will reappear the next time your computer is restarted.

In addition to our support tools, we also installed SentinelOne, which is your antivirus software. Its system tray icon looks like this:

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SentinelOne helps protect your computer from threats. Please do not disable or modify this software, as doing so could cause security or performance issues.

When you attempt to visit a website, you may see a message like this:

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This means the website you’re trying to access has been blocked by our security system. This typically happens because the site may pose a security risk or contain harmful content.

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If you believe the site was blocked in error, click the “Click here” link on the page. You’ll be directed to a short form where you can submit a review request. Once we receive your request, we’ll investigate and follow up with you.

If we connect to your computer, you’ll see a notification pop up in the lower right corner of your screen.

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This notification lets you know that we’re connected and shows which technician is assisting you.