Resolving IT problems

This page summarises where to go for help with IT problems.

In addition to resolving your immediate problem, can you please complete this form to tell us about the problem? That way we can monitor the issues people are having and take them up with our suppliers.

Citizens Advice – for help with Casebook, Okta etc

Telephone: 0300 5000 400 (Monday to Friday 8am – 6pm)

Freshservice: use the Support Portal


Some users have experienced problems with Google Chrome on the new PCs. Webroot (the antivirus software provided by Citizens Advice) seems to be the problem: or at least removing it seems to have solved the problem. The latest version of Windows comes with adequate security built-in; the only weakness is Google Chrome but if you are logged in as a Cabgwynedd user there is some protection so the risk is minimal so long as you look out for phishing emails etc.

If you have this problem or any other problem with your PC you may need to contact the Citizens Advice helpdesk for help (e.g. removing Webroot). This may seem obvious but if you are unable to get in to Google Chrome, you will need to use another browser (Edge or Internet Explorer) to allow the Citizens Advice helpdesk to access your PC remotely.

Softphones / Dolgellau and Pwllheli phones

Tel: (+44) 1242 621666

Cticom also support our internal networks.

Bangor and Caernarfon phones

HB Digital installed and support the systems:
01758 721426 / 01286 800 444
The phone line in Caernarfon and all the numbers in Bangor and Caernarfon are provided by Nottel so faults can be reported to them:
The broadband lines on all sites are provided by BT – Dawn and Tal can log into our BT account to report faults.

Google and general Computer issues

Tal and Dawn have access to the local admin panel and can usually sort issues from there. We can contact Ancoris for help if we need it. If it isn’t urgent, you may also be able to get help from one of our google guides

Resetting CloudReady / ChromeOS devices