Being in IT support we are often asked similar questions a lot of the time. Below is a list of frequently asked questions. If you can’t find answers to your questions here, please contact us.
1. My computer cannot turn on, what should I do now?
First check the computer's power cord to make sure it is completely plugged into the wall socket. If you are using a plug strip, make sure it is completely plugged into the wall socket and that the power switch on the plug strip is turned on. Some plug strips also have a built in circuit breaker which usually looks like a black or red button near the power switch. Press the button to reset it and see if that solves the problem.
2. What do I do when my computer crashes or stop working?
There are many reasons why a computer may just stop working or crash. When your computer no longer responds to keyboard commands your best bet is to restart the computer.
3. What do I do if my hard disk fails to work?
Try shut down your computer and restart it. This will help you determine whether or not you actually have a hard disk problem. If the disk is severely damaged, your computer will probably fail to restart properly. If this is the case then kindly contact us for further solution.
4. There is no display on the monitor, what do I do now?
Make sure the monitor is on. If no power light (green or orange light) is seen on the monitor display try pressing the power button until it comes on. If your computer monitor was on and you stepped away from the computer and upon returning it was black, it's likely that the computer is asleep. Try moving your mouse, clicking the mouse buttons, and/or pressing any key (space bar) on the keyboard to wake it up. Make sure that the monitor is connected properly to the back of the computer.
5. What do I do if the image on screen is distorted or skewed?
The cable may be loose or defective. Disconnect the video cable going from the back of the computer and verify that no pins are bent, burnt or broken. Once verified re-connect the monitor cable. If the refresh rate is not properly set the monitor may have a wavy or an appearance that lines are going down or across the monitor slowly or fast, this may also cause a flickering affect. A distorted image can be caused by magnetic or other types of interference. Verify no speakers, fans or other magnetic devices are close to the monitor.
6. There are black borders on my screen, what do I do?
If the resolution was recently changed it is possible for the monitor to not auto adjust or shift to the correct size. If this occurs, the resolution can be changed back to the original setting or you can manually adjust the monitor. If a black border exists on the monitor it can generally be resolved by manually adjusting the horizontal or vertical width. Because each monitor is different, the method of adjusting this setting will vary; consult your monitor documentation.
7. Why is my mouse acting erratically (the cursor jumping around when you try to move it, making it difficult to click on the button or link that trying to click on)?
Users who have an optical mechanical mouse (most common mouse for desktop computers) are likely experiencing erratic behaviour because the mouse is not clean or is dirty. If you've cleaned the mouse and continue to encounter issues and this mouse has worked in the past fine unfortunately your mouse is likely defective. One additional test that can be done to help determine if this is the case or not is to connect the mouse to another computer. Otherwise we suggest replacing the mouse.
8. The wheel on my mouse isn't working properly, what should I do?
If you're running any version of Microsoft Windows and are encountering issues with the mouse wheel, first attempt to adjust the mouse settings through the Mouse Properties window.This window can be accessed by opening the Control Panel and double-clicking the Mouse icon.
9. How can I clean my keyboard?
The keys on a keyboard are only clipped on, with a knife or other thin object, carefully pop the keys off, this will allow you to clean under the keys as well as cleaning the keys themselves (make sure you remember where they went!).
10. I can't delete a file because it is being used by Windows?
Close all programs running on the computer and try again. If after closing all programs running on the computer you are still encountering the same issue when attempting to delete files, load the computer into Safe Mode and delete the files.
11. How can I update my Microsoft Windows computer?
If you are running Microsoft Windows 7, Windows 10, or a later version of Microsoft Windows, you are eligible to update Microsoft Windows. In most cases your computer should be set to automatically update when a new update becomes available.
12. Is it safe to turn off a Windows computer without doing a shut down?
We cannot simply press the power button or restart the computer while Windows is still running unless there is an issue with the computer. Microsoft has included the shut down feature because it enables a computer to go through all the necessary steps that are required before turning off the computer. In fact many versions of Microsoft Windows will check the computer for any problems if the computer is not shut down properly.
13. How can I recover a file from the recycle bin?
Double click the recycle bin icon on your desktop, here you will see all of the files within your bin. Select the files you wish to recover, right click and choose restore.
14. I am unable to send or receive email?
Verify that your computer is able to see the Internet and/or other computers to ensure that your computer is not encountering a connection issue, which would be causing your e-mail issue. Ensure that your Internet e-mail server or your Network e-mail server is not encountering issues by contacting either your Internet Service Provider or your Network administrator.
15. I can't receive any email attachments?
If the e-mail box is full of other e-mail messages, and/or your storage space is only a few megabytes, it's possible that the attachment being sent cannot be received. Often if this problem is occurring the person sending the e-mail should get a response back from your e-mail server indicating that your mailbox is full and/or has exceeded its allocated size. Because computer viruses and other malware are best distributed through e-mail, many e-mail service providers, companies, and e-mail programs prevent certain types of file extensions from being distributed or received through e-mail. For example, Microsoft Outlook protect its users by automatically disabling certain file extension types from being received in e-mail.
16. Are spaces allowed in email addresses?
No spaces are allowed in an e-mail address. However, names can be broken up using a period; for example, John Smith may have an e-mail address: firstname.lastname@example.org or email@example.com because no spaces are allowed in the e-mail address.
17. My printer is printing smudged/distorted pages?
When printing on untraditional paper your printer may experience smudges, un-even or crooked text, and/or text that runs off the edges of the paper. Your printer may be printing fuzzy, blurry, and/or other faint text because of dirty print heads.
18. How do I fix a paper jam?
Turn off the printer. Inspect the location or tray the printed paper ejects to. If the stuck paper is visible manually remove it. Remove all paper trays and any paper that may be stuck between the tray and the printer. If the stuck paper is visible manually remove it. Open the printer door that allows you access to the printer ink cartridges or toner and look for any stuck paper. If the stuck paper is visible manually remove it. Turn the printer back on.
19. I lost my printer installation disk, how can I install my printer?
Today all printer and other hardware manufacturers are providing downloads on the Internet to their software programs and drivers that are included with their products. You can search by inserting the model of printer and download from trusted website.
20. How do I determine my computer's name?
Right-click My Computer. Click Properties.
21. How do I delete Internet cookies?
Microsoft Internet Explorer users can go to 'Tools' (or the little cog icon in the top left), then go to 'Safety' and choose 'Delete browsing history...', you can then choose to delete your Internet cookies.
In Google Chrome, go to 'More Tools' and choose 'Clear browsing data...'.
Firefox users can go to 'History', then choose 'Clear recent history...'.