Getting Started.. 

• 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? 

Know your computer

• 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 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 computer? Is it still under warranty? Or is it used? 

 

Hardware Issues

• Does the computer power on? 

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

• Does the computer shutdown 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?

• Any loud fans coming from the case or fans?

• Does the power suddenly turn off randomly?

• Does the case get hot or over heat?

 

 New Changes

• Have you changed any of your system settings?

• Any new software installed

• Any new Updates?

• Any new parts put into your computer?

• 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 Reset

• 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 with?

• 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?

Web

• Try refreshing the webpage

• clearing cache and cookies

• Screenshots

• Videos

• Reproduce the issue

• Speed test .net

• Pop-Ups? Try Malware-Bytes

• Spotty WIFI? Too far away?

• Website Security Certificate? 

• Could be Time clock be off?

•  

Networking

• Are you connected with a wire or wireless? 

• Have you logged into the wireless hotspot yet?

• Can you try to search Google.com?

• Can you search 8.8.8.8?

• Are you on a Private network or a Public network?

• Check network Settings

• Lets check to see what your IPconfig says. Lets type Powershell>IPconfig /all 

• Ping Default Gateway 

• TraceRT 8.8.8.8 

• Using DHCP?

• Static IP configuration?

• Using a VPN?

• Lets check to see what your IPconfig says. Lets type Powershell>IPconfig /all 

 

 

Printer Issues

Power on and off?

Unplug the power cord and plug back in.

Check the printer que > Check the Printer Icon at bottom of screen.

Make sure “Use Printer Offline” isn’t selected.

Check ink Status.

Make sure you are printing to the right printer and not PDF or FAX.

 

Create a bug ticket for engineers to resolve