The computer automatically applied the latest Windows Update patches after being offline for an extended period. No manual action was required, but we verified that the automations completed successfully.
Reconnected to Twingate, which immediately resolved the issue. Trained user on the process and reminded them to click on the file share to check if access is restored. Windows File Explorer may not update the connection status automatically before attempting to access the file.
Replaced the shared mailbox identity with an Exchange Online SMTP HVE (High Volume Email) account that can be used to send automated emails from the customer's in-house ERP system. Additionally, removed delegated permissions from a mailbox that were no longer needed per the manager's request.
The issue has been resolved.
I set up the shared mailbox as a user with a license, which enabled email functionality across all platforms. I documented the user credentials in Keeper and created a knowledge base article for future reference.
The client was assisted with signing into the shared mailbox and configuring the QuickBooks account to send emails as the shared mailbox.
Logged in to Exchange Admin Center and created a new "Reports" mailbox for the user's in-house ERP software per the manager's request.
Wiped and loaded the user's computer to convert their domain join status from Active Directory to the more modern Entra join to enable remote working and device management far more effectively. We then showed the user how to install the Twingate ZTNA application self-service via the Company Portal application. Unfortunately, file share access was not working due to Twingate backend issues regarding access to direct LDAP queries, DFS namespace, and ultimately had to correct the file server DFS namespace to point to the SMB targets rather than the NetBIOS hostnames, which wouldn't work with Twingate's technology. Now everything works flawlessly!
Deployed the Affinity Publisher 2 app via the Microsoft Store, in the user context, so that the client could begin trialing the software. The client has access to the software via their nonprofit subscription to Canva.
We have determined that the sender's IT team needs to address the issue with the recipient, our client, being on their internal blacklist. We cannot assist further unless the sender's company provides us administrative access to the tenant.
Router-level DNS filtering has been implemented for the customer. We are not offering client-side DNS filtering at this time for their needs.
Manually applied patches to this workstation, as it had not been online in a few months.
Provided the BitLocker recovery key for the client's laptop. It will be necessary to investigate why the key has been required twice now and potentially replace the motherboard for the TPM chip.
Configured two virtual machines, both running Ubuntu 24.04 LTS, with PostgreSQL database and with Node.js and NPM server respectively, to enable the custom ERP software development team to work. Made some changes to the company's zero-trust network access solution to enable hybrid work.
Resolved an issue with Outlook not opening by deleting the Microsoft 365 identity cache and rebooting. Then, granted the employee access to the Accounting drive map per the manager's request.