IT Support is key to any business operations, but evolving technology also means growing IT issues. From hardware failures to software glitches, these problems can put a halt to your day-to-day business life. This is why, in this article, we explore the 10 most common IT Support help desk problems our experts receive regularly and offer strategies to resolve them. With these solutions by your side, your business can minimise downtime, maintain productivity, and make sure your technology infrastructure runs smoothly.
1. Why Is My Printer Not Connecting Or Responding?
One of the most common IT Support help desk problems we receive from our clients is that their printer is either not connecting or responding. Connectivity problems usually stem from various sources, such as slow internet or issues with your router. This is especially the case if your printer is connected via WiFi or Ethernet. To eliminate this issue, double-check both the printer and the device are on the same network and within good WiFi range. Sometimes, restarting the router and printer can also do the trick. This can also help if your printer is not responding.
Hardware problems can also cause connectivity problems. Check that all cables are securely connected. For network-connected printers, check that the printer’s hardware and any printer accessories such as routers or switches are functioning properly.
If the problem persists, it may be down to outdated or corrupted drivers. Drivers enable your operating system to communicate with the printer. This means, keeping them updated is extremely important. You can find the latest drivers on the manufacturer’s website. You should also make sure any specific printer software is up-to-date to avoid compatibility issues with your device.
2. My Internet Is Running Too Slow – Can You Fix This?
When you’re experiencing slow internet speeds, it can lead to some pretty headache-inducing moments. It can slow down your productivity and potentially stop your workflow altogether. The first step towards fixing this issue is to identify the root cause. Start by conducting a speed test using a reliable online tool to compare your actual speeds with what your Internet Service Provider (ISP) has promised. A speed test we recommend is the one provided by Ookla. This test will give you an overview of your download and upload speeds. Once complete, the test will then give you a rundown of your upload and download speeds. If the test results are significantly lower than expected, the issue could lie with your ISP. It’s time to give them a ring and see if they can help. There are also several other steps you can take to improve your internet speed:
Restart Your Router:
First things first, try restarting your router or modem. This can solve many network issues by rebooting the system and clearing any issues.
Distance:
If restarting your router doesn’t help, consider where your router is placed. Distance and obstacles can often affect signal strength so moving closer can help.
Update Your Router Firmware:
Make sure your router firmware is up-to-date as updates often contain performance improvements and security patches.
3. What is the cloud and how does it work?
This is a question we get asked a lot; “What exactly is the cloud and how does it even work?”. Cloud computing refers to delivering services such as data storage, servers, databases, etc. over the internet. Instead of storing files locally on a hard drive, cloud storage allows you to save your files via a remote database. This means you can access those files from virtually anywhere.
This computing model is quite unique in the sense that another organisation owns the servers, storage, database, and software. Cloud service providers like Amazon Web Services (AWS), Google Cloud Platform (GCP), and Microsoft Azure lease these servers as part of their services. They deliver them "as-a-service" to customers and you’ll only have to pay for the services when you need them. The cloud service provider manages everything on the backend, providing you with ultimate convenience.
The reason why cloud computing is so popular is because of its cost savings, there are no up-front costs. What’s more is that, because the cloud is hosted for you, you don't have to worry about maintaining your software or hardware. The cloud is also incredibly scalable as you no longer need to worry about physical hardware limits. This means that your business growth is always supported by cloud computing.
4. How can I tell if my device has been infected by malware or virus?
Malware and viruses are serious IT support help desk problems, often leading to data loss or device inaccessibility. The good news is that these types of threats are pretty easy to identify. Here are a couple of signs to look out for:
- Slowdown in Performance: A major sign of viruses and malware is a sudden and noticeable slowdown in your device's performance. This is because viruses often consume a lot of your device’s resources with malicious processes. You should also be cautious of poor battery life, as malware running in the background can drain it faster.
- Suspicious Changes to Device: Changes in your browser homepage or the installation of suspicious software is another big sign. These changes may redirect searches to generate revenue for the malware creator or signify more malicious activity like data theft.
- Unauthorised Access to Accounts: Usually when your device is infected, the hacker may also gain unauthorised access to your account such as emails and social media. Check for strange messages from these accounts that you didn’t send. This could suggest malware attempting to spread to your contacts.
To remove viruses and malware from your device, start by enabling Safe Mode. On most devices, you can do this by restarting and pressing the F8 key during startup. This prevents malware from running on startup, making it easier to remove. Disconnect from the internet to stop further malware spread or downloading of malicious files.
Next, delete temporary files using the Disk Cleanup tool. This can speed up the virus scan, free up disk space, and potentially remove some malware. Then, run a thorough virus scan with reliable anti-virus software. Make sure the anti-virus you’re using is up to date to detect the latest threats. Follow the software's recommendations to quarantine or remove infected files. For persistent malware, use a specialised malware removal tool.
After removing the virus or malware, take further preventative measures. This includes updating your operating system, browsers, and any other software to the latest versions. This helps to prevent outdated software from being exploited. You should also regularly back up your data and use strong passwords to keep your sensitive data secure.
5. I’ve got the Blue Screen of Death. What do I do?
Another incredibly common IT Support help desk problem we receive is “I’ve got the Blue Screen of Death. What do I do?”.
Coming across the Blue Screen of Death (BSOD) can be daunting, especially when it pops up so suddenly. The BSOD is a stop error screen on Windows machines which indicates that there’s been a critical error that forces the system to a halt. The causes range from hardware failures and outdated drivers to corrupted system files. The first step to solving the issue is to note down the error code and message on the screen. This information is important for troubleshooting the issue. Each BSOD error has a unique code which points to the reason behind the problem.
After noting the error code, try restarting your computer. Oftentimes, a reboot can resolve the issue. If the blue screen still appears, boot your computer in Safe Mode. This mode helps troubleshoot and isolate the cause by testing and disabling or uninstalling recent hardware or software additions. For driver issues, try updating or rolling back to a previous version. For hardware problems, use Windows diagnostic tools like Windows Memory Diagnostic and Check Disk to check your memory and hard drive for errors.
If the BSOD continues, you may need to perform advanced troubleshooting, such as repairing or reinstalling the Windows operating system. If you’re not too sure how to resolve this, it’s best to get in touch with your internal or external IT Support team who’ll be able to help you out.
6. I accidentally deleted an important file. Can you recover it?
Experiencing the panic that sets in after accidentally deleting an important file is something I think many of us can relate to. But, recovery is often possible. When a file is deleted, it’s not immediately erased from your hard drive. The space occupied is marked as available for new data. This means the file can be recovered until that space is overwritten. However, you need to act quickly as the chance of recovery reduces the longer you wait.
First things first, check the Recycle Bin or Trash on your Windows PC or Mac. If the file is there, you can easily restore it. If not, you can use file recovery software, which scans your hard drive for recoverable files. We recommend choosing a reputable program to avoid future data harm. Some well-known options include Recuva for Windows and TestDisk for both Mac and Windows. These programs can often recover files even after the Recycle Bin has been emptied.
In the event of highly important data loss where DIY recovery methods fail, it’s time to consider professional data recovery services. While these services can sometimes be costly, they offer the expertise and technology to recover data that you may have thought to be lost forever.
To prevent this from happening in the future, invest in cloud storage solutions and automatic backup to make file recovery easier than ever. These make sure that you never have to deal with the panic we talked about earlier ever again.
7. I keep on receiving emails from suspicious addresses. Are these scams and what should I do?
Emails from a suspicious address is another common IT Support health desk problem many people face.
These emails frequently include offers that appear too good to be true, requests for personal information, or threats requiring payment. It’s important to stay wary as such emails are typically part of phishing schemes or scams that try to trick recipients into disclosing personal information. During these schemes, scammers often use sophisticated ways to make them appear real. From copying well-known company branding to integrating complex language, these scammers are continually devising new ways to make their emails appear as legitimate as possible.
Identifying scam emails can be tough because they often look convincing. Watch for signs like misspellings, grammar errors, and email addresses that don’t match the claimed company’s domain. Legitimate businesses won’t ask for sensitive info via email. If you get a suspicious email, don’t click on links or download attachments. These actions can harm your device’s security or lead to identity theft.
To protect yourself from these threats, follow these best practices:
- Keep anti-virus software updated.
- Use email filters.
- Report suspicious emails to the relevant authorities or companies being impersonated.
- Be cautious and sceptical of unexpected emails.
8. Why is my computer running so slow?
If your computer is running slow, several internal factors could be at play. Insufficient Random Access Memory (RAM) is one of the main factors. When your computer lacks enough RAM to support active applications, it uses the hard drive as temporary storage, slowing down performance. To check how much RAM you have on your device, read our guide today!
Additionally, the health of your hard drive is crucial. A nearly full or fragmented hard drive struggles to operate correctly, leading to slower response times.
As we mentioned above, malware or viruses can also cause your device to degrade in performance. These malicious programs compromise your system's security and consume resources, significantly reducing your computer's speed. Running a reliable anti-virus program and regularly scanning your PC can help mitigate this issue.
Having too many background processes or startup programs is another factor that can slow down your computer. Even if you’re not using them actively, these programs consume RAM and processing power. Managing startup programs and monitoring running processes via Task Manager can help improve performance.
Finally, an outdated operating system or driver can contribute to a sluggish computer. Software and hardware manufacturers release updates that optimise performance and fix bugs. Neglecting these updates can prevent your system from using performance improvements.
9. Is free anti-virus software safe enough to keep my computer secure?
The question of whether free anti-virus software is safe enough to protect your computer is multifaceted. It heavily depends on various factors, such as your online habits, the specific software, and the types of threats you may encounter. Many free programs offer basic protection against common viruses and malware, using signature-based detection to spot threats. However, they may update these signatures less frequently than paid versions, leaving brief windows of vulnerability, especially with new threats.
While free anti-virus can be enough for low-risk online activities, it often lacks advanced features like ransomware protection, real-time monitoring, and internet security tools against phishing and other sophisticated attacks. Some may also have intrusive ads or upsell prompts. It's important to choose a reputable free anti-virus solution, ideally transparent about its privacy policy and protection scope.
So, even though free anti-virus offers basic protection, it may not meet everyone's needs, requiring additional precautions or considering paid options. But remember, free anti-virus is better than no anti-virus at all.
Top tip: Relying solely on an anti-virus solution, whether free or paid, is not sufficient for protecting your system. Your first line of defence should be how you use the internet. Good digital habits, like regular updates and strong passwords, are essential. For sensitive data or high-risk online use, investing in comprehensive cybersecurity, possibly with a premium anti-virus, may be wiser.
10. I keep on forgetting my passwords. What should I do?
If you keep forgetting your passwords, consider implementing a password management solution. This tool creates, remembers, and autofills your passwords across multiple sites and applications. Paid options like LastPass offer secure storage for complex passwords in one digital vault. Additionally, using multi-factor authentication (MFA) adds an extra layer of security, particularly for sensitive accounts like email or banking.
