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Support FAQ

Support FAQ

New! We have recently put together a quick troubleshooting guide for basic computer issues.

We will be adding additional check lists for other common problems including Internet connections, applications, emails and more.

These guides can be found under the Support FAQ page.


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Support FAQ

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Troubleshooting Your System

There are a number of frequently asked questions about commonly encountered computer issues, often that can be resolved simply and easily. We have put together a short troubleshooting guide to help you resolve some of these issues, or to get a better understanding of where the problem could be occurring.

Select the appropriate category for the problem you are facing and follow the troubleshooting steps listed. If you reach the end of the instructions without a solution being reached, contact our office by phone or email our support line and we will do what we can to resolve the problem you have encountered.

Ask yourself the following questions. If your answer is 'yes', progress on to the next question in bold. If your answer is 'no', consult and answer the sub-questions. Check each point as you go.

Windows Start-up

Does your computer power up / turn on?

Are all power cables connected correctly?

Are the power cables and any power boards defect free?

Are all power switches turned on?

If you have answered yes to all of the above questions and your computer still does not turn on; there may be a problem with your power supply unit that is preventing your computer from turning on. This can be the result of normal wear and tear or from an electrical surge. Please contact our office for further assistance.

Does anything display on the screen?

Are all the cables connected to your monitor and PC correctly?

Is there a light indicating that your monitor is turned on?

Does your monitor work on a different computer?

Does a different monitor work on your computer?

If your monitor is plugged in correctly and works with a different computer, the issue may lie with your graphics card. If a different monitor works on your computer, the issue is likely just with your screen and it may need to be replaced. Please contact our office for further assistance.

Does your operating system start loading?

Have you disconnected any USB devices such as mobile phones, thumb drives that could be interfering?

Are any error messages or warnings displayed on the screen?

There are a large number of reasons why your operating system may not be starting correctly. These include hardware issues, corrupted files, failed installation of updates, corrupted drivers, etc. Please note down any error messages that are displayed, what version of Windows you are running, any changes you made to your computer before it was shut down last and contact our office for further assistance.

Do you reach the log-in screen?

Does your computer reboot while your operating system is loading?

Does your computer display an error code or message?

Have you recently installed any new hardware, software, updates or drivers?

Have you had any alerts or warnings about viruses being detected on your PC?

If your computer turns on, starts loading Windows, but does not reach the log in screen; please note down what is happening, any errors or warnings displayed, any changes that have been made to your system recently and contact our office for further assistance.