IT Troubleshooting & Frequently Asked Questions

Computer Will Not Turn On

• Check the power cable at the computer and wall or power board.
• Check whether the power board has been switched off.
• Check whether the computer has lights or fans running.
• Make sure the monitor is powered on.
• If using a docking station, make sure the dock has power.

• Connect the charger directly to the laptop.
• Check whether a charging light appears.
• Disconnect the docking station and try again.
• If the laptop appears frozen, hold the power button down and restart it.

If the computer still does not turn on, log a support ticket.

Computer Is Running Slowly

1. Save your work and restart the computer.
2. Close applications and browser tabs you do not need.
3. Check whether Windows is installing updates.
4. Determine whether everything is slow or only one application.
5. Ask someone nearby whether the same problem affects them.

If the computer remains slow after restarting, log a support ticket.

Application Is Frozen or Keeps Crashing

1. Close the application and reopen it.
2. If it will not close, restart the computer.
3. Check whether other applications are working normally.
4. Note what you were doing immediately before it crashed.
5. Take a screenshot of any error message.

Screen Is Blank or Shows “No Signal”

• Check whether the monitor is powered on.
• Check the HDMI, DisplayPort or USB-C cable.
• Disconnect and reconnect the monitor cable.
• If using a dock, disconnect and reconnect the dock.
• Make sure the correct input or source is selected on the monitor.
• Restart the computer.

Keyboard or Mouse Is Not Working

• Disconnect and reconnect the device.
• Try another USB port.
• For wireless devices, check the power switch and batteries.
• Restart the computer.

Nobody Can Hear Me in Teams

• Check that you are not muted in Teams.
• Check whether the headset has its own mute button.
• Make sure the correct microphone is selected in Teams.
• Check that the headset is properly connected.
• Disconnect and reconnect the headset.
• Close Teams completely and reopen it.
• Restart the computer if necessary.

I Cannot Hear Anyone

• Make sure Windows is not muted.
• Check the computer’s volume level.
• Check the headset volume and mute controls.
• Make sure the correct speaker is selected in Teams.
• Disconnect and reconnect the headset.

Teams Is Frozen or Behaving Strangely

• Close Teams completely and reopen it.
• Restart the computer.
• Try Teams in a supported web browser if appropriate.

Important: Do not delete application files or change advanced Teams settings unless instructed by IT support.

I Have No Internet

1. Try another website.
2. Try another browser.
3. Check the Wi-Fi or network connection.
4. If using a network cable, make sure it is connected.
5. Restart the computer.
6. Ask another staff member whether their internet is working.

If several people are affected, log a ticket immediately and state “multiple users affected”.

I Cannot Access the Server or Network Drive

• Check whether normal internet access is working.
• Make sure you are connected to the correct company network.
• Do not use Guest Wi-Fi when accessing company servers.
• If working remotely, check whether the company VPN is connected if required.
• Restart the computer.

A Website Will Not Work

1. Try another website.
2. Try another supported browser.
3. Close and reopen the browser.
4. Ask another person to try the same website.
5. Clear the website’s browser cache and cookies if appropriate.

Email Is Stuck in the Outbox

• Check your internet connection.
• Check whether other emails can be sent.
• Check whether the email contains a very large attachment.
• Close and reopen Outlook.
• Restart the computer.
• Try sending a simple test email.

I Receive an Error When Sending Email

• The recipient’s email address.
• Whether the recipient is internal or external.
• Whether other emails can be sent successfully.
• Whether it happens with only one recipient.
• The approximate time the error occurred.

I Am Not Receiving an Expected Email

1. Check the Junk Email folder.
2. Search Outlook for the sender’s name or email address.
3. Check whether other emails are arriving.
4. Confirm that the sender actually sent the email.
5. Ask whether the sender received a delivery failure notice.

Why Was an Email Caught as Spam?

Email security systems check messages for suspicious, malicious or unwanted characteristics. A legitimate email can occasionally be filtered because of its content, links, attachments or sending system.

• The sender’s email address.
• The approximate date and time sent.
• The email subject.
• Whether this happens regularly.

Do not repeatedly ask the sender to resend the same message.

My Password Is Not Working

• Check whether Caps Lock is turned on.
• Make sure you are using the correct username or email address.
• Check the correct keyboard layout is selected.
• Check whether the password works in another Microsoft 365 application.
• Restart the computer and try again.

Never send your password to IT support or another staff member.

Microsoft Authenticator or MFA Is Not Working

• Check that your phone has internet access.
• Make sure you selected the correct work account.
• Confirm that you initiated the login request.
• Check that the approval request relates to your login.

Never approve an MFA request that you did not initiate. Deny the unexpected request and contact IT support.

My Document Will Not Print

1. Check that the printer is powered on.
2. Check that the printer has paper.
3. Check the printer display for an error.
4. Make sure the correct printer is selected.
5. Try printing a different document.
6. Ask whether another person can print.
7. Close and reopen the application.

I Cannot Open a File

• Check whether you can open other files.
• Ask whether another person can open the same file.
• Take a screenshot of any error message.
• Check whether the file has been downloaded or synchronised.
• Close the application and try again.

Do not delete, rename or move business files as a troubleshooting step.

I Accidentally Deleted a File

Stop working in that folder and log a ticket.

• The file or folder name.
• Where it was stored.
• The approximate time it was deleted.
• Whether it was stored in SharePoint, OneDrive, Teams or a network drive.

Do not create another file or folder with the same name.

Monitor, Keyboard, Mouse, Webcam or Headset Has Stopped Working

1. Disconnect and reconnect the device.
2. Check the cables.
3. Try another USB port.
4. Disconnect and reconnect the laptop from its dock.
5. Check that the docking station has power.
6. Restart the computer.

How Do I Know If My Mouse or Keyboard Is Working?

• Move the mouse and check whether the pointer moves on screen.
• Click on the desktop or a folder to check the buttons respond.
• Turn the mouse over and check whether the sensor light is on.
• Scroll the wheel in a document or web page.

• Press Caps Lock or Num Lock and check whether the light on the keyboard turns on and off.
• Open Notepad or a new Word document and type a few letters.
• Check whether a cursor appears when you click in a search box.

If the lights do not change or nothing appears on screen, the device is not connecting. Try the steps in the next card.

Wireless Mouse or Keyboard

1. Check the on/off switch underneath the device.
2. Replace or recharge the batteries.
3. Make sure the small USB receiver is plugged into the computer or dock.
4. Move the device closer to the receiver and remove any objects in between.
5. For Bluetooth devices, check that Bluetooth is turned on in Windows Settings.
6. Restart the computer.

Low batteries are the most common cause of a mouse that jumps, lags or stops working.

Wired Mouse or Keyboard Is Still Not Working

• Disconnect and reconnect the cable.
• Try another USB port.
• Plug it directly into the computer instead of the dock or USB hub.
• Try another mouse or keyboard if one is available.
• Restart the computer.

On a laptop, use the built-in keyboard and touchpad to save your work while you check.

How to Reconnect the HDMI Cable

1. Save your work if you can.
2. Find the HDMI cable running from the computer or dock to the monitor.
3. Unplug the HDMI cable from the monitor and wait 10 seconds.
4. Check the plug for damage, bent metal or dust, and check the cable is not kinked or crushed.
5. Plug it back in firmly so it sits all the way in the port.
6. Repeat at the computer or docking station end.
7. Wait a few seconds for the screen to detect the signal.

Do not force the plug. An HDMI plug only fits one way; if it does not slide in easily, turn it over.

Monitor Still Shows “No Signal”

• Check the monitor is powered on and its power light is lit.
• Press the monitor’s Input or Source button and select the HDMI port the cable is plugged into (for example HDMI 1 or HDMI 2).
• Press Windows + P and choose Extend or Duplicate.
• Try another HDMI port on the monitor or computer.
• Try a different HDMI cable if one is available.
• Restart the computer with the cable connected.

Picture Flickers, Has Wrong Colours or Keeps Cutting Out

• Reconnect both ends of the HDMI cable firmly.
• Make sure the cable is not stretched, bent sharply or pulled tight.
• If an adapter is used, disconnect and reconnect the adapter.
• Restart the computer.

If the problem continues, log a ticket and include the make and model of the monitor.

Put Two Windows Side by Side (Keyboard)

1. Click on the first window you want to use.
2. Press Windows + ← to snap it to the left half of the screen.
3. Windows shows your other open windows on the right. Click the one you want.
4. Or click the second window and press Windows + → to snap it to the right.

Press Windows + ↑ to make a window full screen again.

Put Two Windows Side by Side (Mouse)

1. Click and hold the title bar at the top of the window.
2. Drag it to the left or right edge of the screen until an outline appears.
3. Let go of the mouse button and the window fills that half.
4. Click the second window from the list shown on the other side.

In Windows 11, hover over the Maximise button (the square at the top right of the window) to choose a snap layout.

Move a Window to Another Monitor

• Click the window and press Windows + Shift + ← or Windows + Shift + →.
• Or drag the window by its title bar across to the other screen.
• If the second monitor is not showing anything, press Windows + P and choose Extend.

If windows do not snap, check that Snap windows is turned on in Settings, System, Multitasking.

Step 1: Wait and Check

• Wait one to two minutes. The computer may be busy saving or updating.
• Check whether the mouse pointer still moves.
• Press Caps Lock and check whether the keyboard light changes.
• Note which program you were using and what you were doing.

Step 2: Close the Frozen Program in Task Manager

1. Press Ctrl + Shift + Esc to open Task Manager.
2. On the Processes tab, find the program marked “Not responding”.
3. Click the program, then click End task.
4. Wait a few seconds, then open the program again.

Only end programs you recognise. Do not end Windows or system processes. Unsaved work in that program may be lost.

Step 3: Restart the Computer

1. If Task Manager will not open, press Ctrl + Alt + Delete.
2. Click the power icon in the bottom right corner and choose Restart.
3. If nothing responds, hold the power button down for about 10 seconds until the computer turns off.
4. Wait 30 seconds, then turn the computer back on.

Holding the power button is a last resort. Any unsaved work will be lost.

If the computer freezes more than once, log a ticket and include the time and what you were doing.