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.