New Support Information

Happy New Year


Wishing you a Happy and Prosperous New Year. Following on from communications around Solarwinds, we are making further changes to your support service. These changes do not incur costs for your company. As importantly, the terms of your support contract do not change.  These changes will become standard for any new customers we on-board  and will be discussed with existing customer’s as part of a renewal offering. There are some enhanced optional chargeable services that we will make you aware of.

Why Make Changes?

To enhance our support offering and improve our support customer’s experience, we are making changes to our ticketing system. This system gives users the ability to raise tickets through emails directly. It will give the user acknowledgement and updates during the course of time that the ticket is being worked on. A future release of this enhancement will also be available through a web-portal allowing for live updates to be viewed as they happen. This feature, when added to the asset tracking that the Solarwinds portal provides, further illustrates how Digital Exchange are attempting to be more proactive and dedicated to achieving swifter resolution of issues. These tools, also allows us to recognise trends in issues, and ultimately increase our intelligence when supporting your critical IT infrastructure.

Lower-level details on these changes will be released in a series of emails like this over the coming weeks. If you have any questions around any of the content, please don’t hesitate to let us know.

Summary of Change

The changes detailed on subsequent communications can be summarised as follows:

  1. Asset Tracking and Remote Monitoring for hardware and software for better interaction with our support desk ticketing software
  2. In Conjunction with the Asset Tracking tool, a support tool that will be available on the user’s computer/device.
  3. Updates to our Shadow Protect Back-up Monitoring software giving us greater visibility of back-up successes and failures. This ensures protection versus and disaster, big or small.


Any Initial Questions?
0114 2212000


Digital Exchange Support Tool

As part of the new asset tracking and monitoring rollout, we will be instigating a Digital Exchange Support Tool that sits in the system tray and can be identified as a orange and white ring (a bit like a life saver ring). When you hover over it, it will show as Digital Exchange Support Tool as per the picture below.


When the icon is clicked it will open up a menu as per the picture below. Each item and its function is listed below the picture.

The greyed-out listing is for information. Here you can find the support number and contact details.

The black listings can be clicked and perform actions as listed below.

Digital Exchange Home Page:

This will open your default web browser on Digital Exchanges home page

 Email for Information:

This will open your default email client with the Info email address already inserted. This can be used for enquiries on new and existing products, or any other information request.

New Support Request with Screenshot:

This will open your default email client with the helpdesk email address already inserted. It will allow the user to send a support request directly into the helpdesk ticketing system. It will also attach a screenshot of your desktop at that moment. This helps in showing any errors that appear on the screen. This is especially useful for intermittent faults.

New Support Request without Screenshot:

This will open your default email client with the helpdesk email address already inserted. It will allow the user to send a support request directly into the helpdesk ticketing system. It will not attach a screen shot.

Email Support with Screen Shot:

This will open your default email client with the support email address already inserted. It will allow the user to send an email directly into the support team. It will also attach a screen shot of your desktop at that moment. This helps in showing additional information that may be required or requested. This is especially useful for intermittent faults.

Email Support without Screenshot:

This will open your default email client with the support email address already inserted. It will allow the user to send an email directly into the support team where additional information is required. No screen shot will be attached. It is especially useful for intermittent faults.

The request support and email support options will also have additional information in the email body, an example is below. Please do not delete this information.

Client Name: Digital Exchange
Site Name: President Way
Username of logged on user: LCook
Device Name: DP-DIGITAL

Team Viewer Remote Support Application

This will take you to the web page for our remote support tool.

Show IP Address Info

This will open a command line window and will display the computers IP address information. This is helpful when diagnosing issues relating to network faults.

Take and Save Screen Shot

This will allow you to take a screenshot and save for later.

Launch Control Panel

Sometimes an application is required that is in Control Panel. This will launch the control panel application so the end user doesn’t need to hunt for it.

Launch Sophos Application

If you have Sophos (digitals default anti-virus software), this will launch the Sophos application to help both the support team and end users in diagnosing threat notifications.

Launch Sophos Self Help

If you have Sophos (digitals default anti-virus software), this will launch the Sophos application to help both the support team and end users in diagnosing threat notifications.

Asset Tracking and Monitoring Changes

See what Digital Exchange sees with joint access to our best-of-breed asset tracking

And  monitoring tools 


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Next Generation Fibre


January 24th 2018

Product Update: ‘Next Generation’ Fibre Broadband

The Future is Now!

Up to 330Mb Download Speed with up to 50Mb Upload Speed!!!

From February 2018, digital will be able to offer Fibre to the Premises Broadband that rivals Virgin Cable speeds. This is for a fraction of the price for a dedicated leased line. You can now have revolutionary speeds!


Is this service available in my area?

Please contact us at: or give us a call on: 0114 2212000

Choose option 3 with your postcode and we will able to check for you.


Commercial Packages

Upgrade from Existing Connection: £99.00* One-time Cost

New Installation: £99.00* One-time Cost

New router may be required– we will inform you if this is the case and any costs pre-sale.

*Subject to Pre-site Survey


Monthly Tariff

Package Price per month
160Mb/30Mb Next Generation Broadband £79.95*
330Mb/50Mb Next Generation Broadband £89.95*
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Free IT Health Check

As it’s the  New Year, why not start afresh and contact us in regards to your current IT hardware and software.

At Digital Exchange we pride ourselves on delivering outstanding IT support & solutions as an extension of your organisation.

We can support your existing IT infrastructure, consult on current & emerging technologies and deploy solutions with minimal downtime.

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Sophos Security Update

Security Security Update for All Sophos Customers
Sophos Security

Sophos wants to make you aware of the memory isolation issues affecting Intel, AMD, and ARM processors and what actions you can take now. The flaw enables attack code to read anything in memory, which could lead to data or credential theft. The vulnerability is known by names such as Meltdown, Spectre, KPTI, KAISER and F**CKWIT. Patches were released by Microsoft, Linux, and other platforms on Jan 3, 2018. Because exploitation requires the execution of some form of attack code, Sophos products, which do not allow for any form of unauthorized code execution, are not at a high risk of attack.


Sophos Endpoint Security Products
Given that OS mitigations of the hardware vulnerability potentially impacts system stability and performance, Microsoft is advising customers to contact your security vendor before applying the patch. The security vendor will:
1. Confirm if their security software is compatible with the Windows update, and if so
2. Distribute an updated version of the security vendor’s software that sets a specific registry key which enables the Windows update
Sophos has completed testing of Windows update and can confirm compatibility. We will begin to automaticalladd the registry key setting to the following Sophos products starting Jan 5, 2018:


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Happy New Year

Happy New Year from Digital Exchange!!

We hope you had a good Christmas and enjoyed the festivities.

After a prosperous 2017 for ourselves, we look forward to the year ahead and wish you all the best for what’s to come.


The Digital Exchange Team

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Solarwinds Remote Monitoring Management

Solarwinds Remote Monitoring Management agent is a powerful tool designed to monitor and maintain your network and IT Estate. The software allows us to view your infrastructure at all times to make sure each piece of hardware on site is running correctly. Please click on the following link to see the benefits of this software and contact us for more information.


   Solarwinds edited PDF

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Ransomware Outbreak
Contact us for more information:  Our Contact Details
Organizations in Russia and Ukraine were under siege on Tuesday 24 October 2017 from Bad Rabbit, a strain of ransomware with similarities to NotPetya.

By evening, the outbreak was reportedly spreading into Europe, including Turkey and Germany. Victims reported so far include airports, train stations and news agencies.

Russia’s Interfax news agency reported on Twitter that the outbreak had felled some of its servers, forcing Interfax to rely on its Facebook account to deliver news.

Starts with social engineering

The Bad Rabbit outbreak appears to have got its start via files on hacked Russian media websites, using the popular guise of pretending to be an Adobe Flash installer.

If Bad Rabbit infects your computer, it attempts to spread across the network using a list of usernames and passwords buried inside the malware. These credentials include passwords straight out of a worst passwords list. Another reminder, if one were needed, that all your passwords need to be strong, even the ones you use behind the safety of a corporate firewall.

From there, it encrypts not only your files, adding encrypted at the end of each filename, but also your computer’s MBR (Master Boot Record). You are then greeted with the following message and asked to submit payment via a Tor hidden service (an anonymous Dark Web website):

Oops! Your files have been encrypted.

If you see this text, your files are no longer accessible. 
You Might have been looking for a way to recover your files. 
Don't waste your time. No one will be able to recover them 
without our decryption service.

We guarantee that you can recover all your files safely. 
All you need to do is submit the payment and get the 
decryption password.

Visit our web service at [redacted]

If you visit the Bad Rabbit website using the Tor Browser, you will be “invited” to pay a fee for the decryption key; at the time of writing [2017-10-25T16:45Z], the crooks were demanding XBT 0.05 (1/20th of a Bitcoin), currently about $280:

Defensive measures

Contact us for information on prevention against Ransomware and other cyber attacks: Our Contact Details

Sophos currently blocks the Bad Rabbit malware as Troj/Ransom-ERK.

Additionally, Sophos Intercept X proactively prevents the malware from attacking your data: the CryptoGuard component stops the ransomware from scrambling your files, and WipeGuard prevents the low-level disk writes that modify the boot sector.

(For further information about Sophos protection, please see our Support Knowledge Base article entitled Bad Rabbit ransomware: What to do.)

Here are some general tips to raise your defenses againt this sort of outbreak:

  • Ditch Flash altogether. Fake flash installers and updates only work as a social engineering tactic if you use or want Flash. By removing Flash entirely you not only protect yourself from Flash zero-day holes , but also eliminate the temptation to download fake updates.
  • Patch promptly. Outbreaks such as NotPetya and WannaCry exploited a vulnerability for which patches were already available. Don’t lag behind once patches are available for known security holes – the crooks will be only too happy to take advantage.
  • Remember your backups. Make them regularly, and keep a recent backup both offline and offsite, so you can access it even if your workplace ends up off limits due to fire, flood or some other cause not related to malware.
  • Don’t make users into administrators. When you want to perform administrative tasks, promote yourself to an administrator account, and relinquish those privileges as soon as you can. Network-aware malware like Bad Rabbit can spread without even needing to guess passwords if you already have administrator-level access to other computers on the network.

For more information about ransomware read How to stay protected against ransomware, or listen to our Techknow podcast:


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Telephone Preference Service opt out register

Telephone Preference Service opt out register

Nuisance Calls are an issues for everyone for both personal and business. Please have read of the following and log into the website link to review how to use the opt out register to your advantage.

The Telephone Preference Service (TPS) is a free service. It is the official central opt out register on which you can record your preference not to receive unsolicited sales or marketing calls. It is a legal requirement that all organisations (including charities, voluntary organisations and political parties) do not make such calls to numbers registered on the TPS unless they have your consent to do so.

Organisations with which you have an ongoing relationship, for example those who regard you as a customer, (or in the case of charities – a donor) may well gather your consent during the early stages of your relationship with them and will therefore be entitled to call you even if your number is registered on TPS, unless you have previously told them specifically that you object to them calling you for marketing purposes.

The TPS can accept the registration of mobile telephone numbers, however it is important to note that this will prevent the receipt of marketing voice calls but not SMS (text) messages. If you wish to stop receiving SMS marketing messages, please send an ‘opt-out’ request to the company involved.

As TPS registration only prevents marketing calls, organisations will still be able to call you for the purposes of genuine market research.

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BT HV Select Platform Planned Maintenance Notification

BT HV Select Platform Planned Maintenance Notification

We write to advise that our third party supplier, BT Wholesale, will be carrying out essential software upgrades to multiple servers on the HV.Select platform network infrastructure, to ensure ongoing stability and compatibility of the platform.


The upgrade to be applied to the UMS servers requires the locking out of both pairs of Application Servers (primary and resilient) whilst the upgrade is performed, necessitating a period of complete downtime of the platform.


  • Affected Services: BT HV.Select Platform
  • Type: Impact and Risk
  • Planned Start: 02/11/2017 21:01 GMT
  • Planned End: 03/11/2017 06:00 GMT
  • Reason for Change: Third Party Supplier Change
  • Third Party Supplier: BT Wholesale
  • Reference Number: HD782714


What does this mean?


During the upgrade work to the UMS servers, a complete service outage will be experienced for up to 45 minutes starting at 12:00am on 3rd November 2017. During this period it will not be possible to make or receive calls, including access to 999 services. Customers should ensure alternative means of accessing 999 emergency services are available for the whole of the maintenance window. Call forwarding and call diverts will not function during this time. In addition, any add on applications and portal access will also be unavailable.


Access to portals, apps and add on services will be available during this maintenance period, however it is recommended changes to services are not made during this period.


After the maintenance has been completed


If you experience any issues after the maintenance window has closed, please report these via our Service Desk on either 01142216000 or, quoting the reference number HD782714.

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