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Technical Support 0330 313 8455

General Enquiries 0141 331 5290

Support FAQs

Common cloud FAQ’s

At Denovo we provide comprehensive support to every user of our software. Below are some of the common questions we are asked with quick tips to get you back up and running quickly. We hope this helps ! If you need technical assistance then please contact us and we will talk you through resolving the issue.

1. My Cloud is Frozen
2. I am unable to print
3. I can’t connect to the cloud
4. Microsoft Outlook is not available/working
5. My send to Denovo button has disappeared
6. My Eset Anti Virus is going to expire in X number of days
7. Java has an update
8. Adobe Flash Player has an update
9. Can I get Email on my iPhone/iPad or other mobile device?

1. My Cloud is Frozen


In most instances there is an application running in the background waiting on a response.
Press Alt + Tab to scroll through opened application and find out which one. Often Microsoft Word is the cause as you are attempting to open a document that someone else already has opened.
Once you have cleared this box then you will be “unfrozen”.

2. I am unable to print


Please check that you can print locally out with the cloud, if you are unable to print on your local connection then you won’t be able to print on the cloud.

3. I can’t connect to the cloud


If you are unable to connect to the cloud this is usually a result of your internet connection being down. Check if you have internet access. If not then you will be unable to access the cloud.

4. Microsoft Outlook is not available/working


This could be a result of your password expiring and needing reset. Please contact the helpdesk on 0845 230 5290. We will set your password back to what it was originally and you will then be able to connect to Microsoft Outlook.

5. My send to Denovo button has disappeared


There are two possible reasons for this.
1) You have more than one copy of Microsoft Outlook running. Close down all active Outlook connections and re-open, this will bring the button back.
2) If that’s not the reason go to File  Info and scroll down to “Manage Add-ins”. There would see an Add to history button is showing as disabled. Click the box to always enable the extension. This will bring the button back.

6. My Eset Anti Virus is going to expire in X number of days


Please ignore this pop-up message. We will always renew the Anti Virus license before the expiry date so you don’t have to worry about it.

7. Java has an update


We will install the Java updates on your cloud server. If you receive an update message call the Helpdesk on 0845 230 5290 or email helpdesk@denovobi.com and we will run the update for you.

8. Adobe Flash Player has an update


As with Java we will install all Adobe updates on your cloud server. If you receive an update message call the Helpdesk on 0845 230 5290 or email helpdesk@denovobi.com and we will run the update for you.

9. Can I get Email on my iPhone/iPad or other mobile device?


Most current smartphones will support the hosting of your Office 365 mail on them. Contact support on 0845 230 5290 or email support at helpdesk@denovobi.com. We can send instructions on how to setup email on your device and discuss any queries you have about this.