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Getting Started 

Questions You Should Ask The Caller

The first questions to be asked during the beginning of the call

  • What is the problem?

  • When did you notice the problem?

  • error messages?

  • Is anyone else experiencing this issue?

  • Have you had this problem before? If so, when?

  • If you move to a different computer or device, do you experience this same issue?

  • Examine the cables, connectors, and power cords. Does anything look out of place? And can you double-check all connections? 

  • When was the last time you rebooted the machine or program? 

  • Do you have Anti Malware or Antivirus Software? And When was the last time you scanned your machine? 

Find Out About the Device Your working with

  • Does your computer have a current internet connection? 

  • Is the Computer a Desktop or a Laptop? Or Phone? Etc.…

  • How often do you use your computer?

  • Brand and Model of Modem or Router?

  • Brand of computer? 

  • Service Tag?

  • Operating System?

  • Name and version of problematic software?

  • Do you know if you receive regular updates? 

  • When did you purchase this equipment from us? Is it still under warranty? Or is it used? 

Hardware Issues?

  • Does the computer power on? 

  • Any error messages during the bootup but fails to boot all the way?

  • Does the computer shut down a few moments after it boots? 

  • Do any lights light up? Are they green or orange or red? 

  • Do you hear any beeps? or weird sounds like grinding noises? 

  • Are there lights on the monitor?

  • Is the lights on the Tower on?

  • Does the computer boot into the operating system?

  • Number of Monitors?

  • If a monitor is a problem manufacturer of the monitor?

  • Are any loud fans coming from the case or fans?

  • Does the power suddenly turn off randomly?

  • Does the case get hot or overheat?

New Changes ?

  • Have you changed any of your system settings?

  • Any new software installed

  • Any new Updates?

  • Any new parts put into your computer?

  • Has anything been added or removed recently (such as a printer or external hard drive)?

  • Has anyone else been using your computer recently? How did he or she use it?

Password Issues?

  • Is the Caps lock on?

  • Is there any White space at the beginning or end?

  • The Password might have expired.

  • Ask them if they have access to the email account, they are using to create the account.

  • Try clicking the forgot password.

  • Is there another way to verify that it's their account, such as a phone number or a text message?

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