Frequently Asked Questions

Who do I call if I have a Question or a problem?

If you have any issues or questions surrounding your new computer system ordered through the Compass MyITStore, or through the refresh process, please contact the Technology Service Center ( 1-888-295-7206 or ) and they will help you resolve your issue or get you in touch with the appropriate team that can resolve it.

How do I encrypt data files for sending via Email?


If you need to send Confidential, Sensitive or Personal Identity information via email we ask that you adhere to the “Acceptable Use For Information Technology Systems” policy. We also ask that you follow the procedure, in the link below, to ensure you are encrypting your files correctly.

Encrypting Data Files for Sending Via Email


What do I do with a terminated employee's computer?


As there are many scenarios (Reallocation, Data Retrieval, Lease termination, etc.), the best course of action is to contact the Compass Technology Service Center at 1-888-295-7206. They will help determine what needs to be done and guide you along the way.

Why is my local storage size limited?
Over the years associates have been wanting faster, lighter laptops while also wanting to keep lease costs at a minimum. In order to get faster lighter, we needed to step up to the “Ultrabook” line of laptops. When you move to an Ultrabook line, you need to move your internal storage over from the standard mechanical/spindle hard drives (HDD) to solid state drives (SSD). When we looked at SSD storage size options for the Ultrabook’s we looked at two factors: Cost & Average Data Consumption. As the Hardware Transition Team (HTT) is responsible for refresh/data transfer, they performed a 2 year analysis on what kind of data was being saved and what the average profile size (in GB) was of a user. They were able to determine that users averaged 50GB of valid business data over the lifespan of their laptop. On top of the avg. data consumed, they looked at the overall size of our standard Windows 8.1 image (The “image” contains the Windows OS, MS Office 2013 and other various standard applications that come pre-loaded onto your laptop). The overall size of that Windows 8.1 image is 25GB, so total space used on average was 75GB. Given that data we began pricing SSD’s for Ultrabook’s and found that the 256GB SSD was the best option going forward to keep the lease cost from increasing. If you need extra space for business data, you may want to consider either cleaning up data or purchasing an external USB hard drive through MyITStore.
Where can I store my data?

One of the changes that the Secure Compass Software Image makes, is that all users now only have permissions to store data files and folders under your profile on the system’s local hard drive. This change has been made to enhance security of the PC system and protect the integrity of your data. Your data can be stored in various locations under your profile. You, as a “Power User”, have the ability to create, modify and delete any folders you may wish to locate in your profile.

Main, default folders in your Profile (C:\Users\YOUR_NETWORK_ID):


Why can’t I make folders under the root of C:?

The reason is so that you create your directory structure under your user profile. Creating your file directory structure under your profile provides several important benefits to you. If you encounter problems with your computer, you will know all of your data is located under one folder. This greatly simplifies data recovery, if it is possible. In addition, if you need to send your computer to Corporate for repair and/or when your next End of Lease Refresh occurs, there is no guesswork as to where your data is located and our Data Migration Tools will accurately transfer the information.

How do I backup my files?

Most of our users prefer to utilize our online backup solution called “Carbonite”. This service takes the guesswork out of what you need to backup. With this plan the following locations are included in the automated backup: Desktop, Documents, Pictures and Outlook PST files just to name a few. The backup service backs up your files and folders 12 times daily and can also be started manually when needed. Please click here to read more about the service.

How does the refresh process work?
To fully understand how it works, please CLICK HERE for a presentation outlining the entire process for your refresh.  If after reading this, you still have questions, please email the Hardware Transition Team at
Will my old accessories work with my new computer?
Most devices will continue to work with the transfer of computers during/after your refresh.  Items such as keyboards, mice, and any other USB device like this will continue to work.

If you are still using a Lenovo laptop, please order a new Port Replicator or Docking Station when ordering your new equipment for refresh.  The old Lenovo docking stations will NOT work with new model laptops.

For any issues connecting devices after your refresh, please contact the Compass Technology Service Center at 1-888-295-7206.

Are there policies regarding the use of company owned computer equipment?

Yes. There are many policies regarding the use of company owned assets. Please click here to review the Information Systems Security Policy.

What is a PST file?

Outlook Data File (.pst)

An Outlook Data File (.pst) contains your email messages and other Outlook items and is saved on your computer.

Outlook Data Files (.pst) can also be used for archiving items from any email account type.

Because these file are saved on your computer, they aren’t subject to mailbox size limits on a mail server. By moving items to an Outlook Data File (.pst) on your computer, you can free up storage space in the mailbox on your mail server.

When messages or other Outlook items are saved in an Outlook Data File (.pst), the items are available only on the computer where the file is saved.

We highly recommend you keep these files under 8GB in total size. Anything over this size is susceptible to corruption and loss of data.

I sent my PC in for repair. How long will it take to fix it?

If the repairs are not of a Catastrophic Nature that would require us to perform an in-depth repair and recovery, our normal repair process may take 5-7 Business Days once received by the Hardware Transition Team. User damages (drops, spills, etc.) do NOT follow the 5-7 Business Day workflow and usually takes longer to assess damage and receive parts. We will advise you of any exceptions to this projection once the initial assessment of your PC is made.


IMPORTANT NOTE: The timeline above does not reflect the current turn-around time for repairs. Due to the global COVID-19 pandemic, there is no specific turn-around time until further notice.

How do I connect multiple monitors?
Depending on the equipment you currently have, you should be able to connect at least 2 external monitors. Click here for a helpful guide to show you how.