Network is down! Computer is acting up! Websites are giving error messages! You forgot your login and password! You forgot how to access an app! You discover you need tech support!
So what's your first thought? Contact us, right? Your first instinct is to give us a call or send us a message, but first help us help you by checking to see if this was an "easy fix" you could do on your own. You can save time (both ours and yours) by trying a few tech support troubleshooting tips that may solve your problem before contacting us.
If you are still having problems and find you need more tech support help after trying these suggestions, then please contact us for additional help.
- Is it plugged in / powered on? Check to be sure all cords and cables are connected properly. Make sure the connections weren't loose. Sometimes you may need to unplug cords and cables from the device and wall socket and then replug it back in. Was there an orange or yellow light versus a blue or green light? Then maybe something was turned off and you need to power it back on by pressing a button or plugging it in.
- Restart the computer. Many times a majority of your problems can simply be resolved by restarting your computer. Your problems could pertain to error messages from websites, the system is running slowly, or you lost connectivity to the wi-fi, printer, video or sound, etc. A simple power down and restart of your system could be what your device needs to "refresh" itself by refreshing its connections and correctly configure any recent updates. If you are unable to power down as usual, you may need to complete a hard shut down by holding down the power button for at least 10 seconds until it powers off. Wait about a minute and then power back on.
- Try, try, and try again. Try it again to make sure your problem wasn't just a one-time, temporary issue. It may work better after trying it again. For example, with website issues, you can exit out of all the windows and completely close the browser. Reopen the browser, visit that site again, and maybe now it will work. Have more than one device? Try seeing if your type of problem is also replicated on another device such as another computer, tablet, your cell phone, etc. This will let you know if the problem is isolated just to one device.
- Caps Lock is on? If you are having trouble logging in, but you are sure you are typing in the correct username or password, then double-check and make sure your CAPS LOCK was not mistakenly turned on.
- Visit our Knowledge Base. Did you search our Knowledge Base for articles that may help you? You may find we already have an article that addresses your tech issue.
- Gather information about the problem. If you find you do need to contact Tech Support for additional help then having the following information will be helpful to provide:
- Provide a detailed description of the problem and include any error messages that occurred.
- Were there specific programs, websites, or apps running when your problem occurred?
- What have you already tried to do to fix the problem yourself and what was the outcome?
- Provide details about the type of device having the issue and be prepared to have the asset tag number.