Troubleshooting Tips
We want our clients to do basic troubleshooting before calling in the troops.
Stalled PCs
Control+Alt+Delete a few times. Power cycle. Safe mode. Task Manager. What's running that shouldn't be? Updated your anti-virus lately? Run a full scan? Anti-virus out of commission? Tried reinstalling anti-virus?
Can't find your anti-virus product to reinstall it? Tried uninstalling it and purchasing a new boxed version? Researched anti-spyware tools? Have you been keeping away from rogue anti-spyware tools?
Bad stuff keeps coming back? Do you have a backup? Do you want a backup? Do you know where your system disk is? Do you know where your software is? Do you know where your data is?
Can't get on-line
Router pingable (start->run->type 'command' ->press enter->type ping <ip address of router>)? Tried resetting the modem? Tried power-cycling the modem? Have you checked connections? Do you have a cable that is bent and may be damaged? Is your ISP having an outage? Have you called them?
Are all of the computers in the house without internet or just one of them? What is it about the computer that can't get online when the others can? Do you think you may have downloaded something you shouldn't have?
It is possible your firewall is blocking communications? Have you tried safe-mode with networking? (hint: F8 several times while booting up the computer).
Your equipment could be out of synchronization. Have you tried shutting down your entire network and then powering it back up in the following order: 1) modem 2) router 3) computer? Plan ahead: go ahead and label which unit is the modem and which unit is the router.
Trouble printing
Best advice I ever heard. Restart the spooler by running services.msc and restarting the service named print spooler (don't touch anything else unless you really know what you are doing!)
Is the printer on-line? Check wireless LED, ethernet LED, etc. Does the printer have paper? Is the paper jammed? Have you power cycled the printer?
Are the physical connections to the printer okay. Are the cables bent or broken internally? Is the printer in an error state such as out of ink? Is the printer mechanically broken. We recently overheard a Minolta repairman state that clearing paper jams undelicately can result in broken internal parts. Watch out!
Are you giving the printer enough time to respond to its requests? We recently saw an HP business class printer tell us that it needed up to seven minutes to go through initialization. That can seem like an eternity when you are setting up a customer's printer!
Make sure you make a single change at a time and see if the printer will respond. We have found them to be generally very smart creatures if given a few seconds to think!
Check the firewall rules. Did somebody block the print spooler service?
Restarting the print spooler (within services.msc program) can also do wonders (if there is paper in the printer!)
Wireless down but wired is up
Have you tried repairing the logical connection (control panel->network connections->identify connection->right click->chose 'repair').
Have you tried going into the advanced tab of wireless networking and removing and then re-adding the logical wireless connection? (Make sure you have the accurate WEP key before trying this)
Is it possible there is some new interference between the access point and your computer? Have you tried switching out the access point temporarily (if the new one works, make sure to secure the wireless network again!)
We have seen that antennas that you bolt onto existing APs may not really increase the range in large homes. We have seen this problem and word on the Net is that many of the boosting antennas will only help when you have wide open spaces and rooms. In the case of the average home, a repeating AP may work much better. Keep in mind that a repeater set up is not as effective as two independent APs.
Have you taken advantage of avenues of free technical support?
Although queues can be long, the manufacturer is very often an excellent source of information. Grab the model number, serial number and receipt for the product giving you trouble. Get ready to register on-line, get e-mail confirmation of passwords, get account numbers, etc.
Dig through the manufacturer website for free on-line chat.
Tried AppleCare? It really does seem like they are offering a lot here for very little payola.
No time, frustrated, or given up?
We know you need your computers for your home and your small business. Why spend another minute of frustration. Ask for help. Call us at 914-469-7545. Most likely we have insight into your problem and know how to resolve it quickly. If the computer is infected, get ready for some expense and please have your system disk ready! Note: many new Dells are shipped without the system CD. Be prepared! Look into how you can create one of these on your computer or order it.