What to Do When Your Computer Has a Problem
When something goes wrong, the first few minutes decide whether it is a quick fix or a data recovery job. Follow these steps in order, whatever the device.
The seven steps
- Stop and note what happened. Write down or photograph any message on the screen, and what you were doing when it appeared.
- Protect your data. If the computer still runs, copy your most important files to another drive or the cloud before trying anything else.
- Restart once. A single restart clears many faults. If the problem comes back, do not keep restarting.
- Check the simple things. Power cable, power strip, network cable, Wi-Fi, and whether other devices have the same problem.
- Try the matching guide. Use the guide for a desktop, a laptop, a server or a storage device.
- Know when to stop. Clicking or grinding from a drive, a burning smell, liquid inside, a ransom note, or a RAID warning all mean stop now.
- Call with the details. Have the make and model, the exact message and what you have tried. Call (213) 986-4855.
When to stop: Stop at once and call if a drive is clicking, you smell burning, liquid got inside, files have been renamed or encrypted, or a server shows a failed drive.
Questions
What is the first thing I should do when my computer has a problem?
Stop and note exactly what is on the screen. A photo of the error message saves a lot of guessing later.
Should I restart it?
Once, yes. If the fault returns, or the computer will not start again, stop restarting. Repeated restarts can damage a failing drive.
When should I stop trying and call?
When a drive makes unusual noises, when you smell burning, after a liquid spill, when you see a ransom note, when a RAID or NAS reports a failed drive, or when the guide for your device has not fixed it.
What should I never do?
Do not run disk repair tools on a drive that clicks. Do not format a drive because the computer asks you to. Do not rebuild or reset a RAID or NAS. Do not pay a ransom. Do not dry a wet laptop with heat.
What information should I have ready when I call?
The make and model, the exact error message, what happened just before, what you have already tried, and whether you have a backup.
Is my data at risk?
It can be, which is why copying important files comes before any troubleshooting. If the computer will not start, the data is usually still on the drive and can be recovered.
I spilled liquid on my laptop. What now?
Switch it off right away, unplug the charger, and do not turn it back on. Then call. See the spill steps in the laptop guide.
I think I have a virus or ransomware. What now?
Disconnect the computer from the network and do not pay or wipe anything. See ransomware response and recovery.
Our office server is down. What do we do first?
Check power and network first, and do not pull or swap any drives. Follow the server guide, and call if a drive light shows a fault.
Can you fix it remotely?
Often, for software, account and cloud problems. Hardware and network faults usually need a technician on site.
How do I get the computer to you if it needs repair?
We pick it up in the Los Angeles area, or you can mail it in. We have no storefront, so there is no drop-off.
Still not working?
Call us or book online and tell us the make, the model and what is going wrong. For IT support a technician comes to your home or office. For a repair we pick the computer up from your door, fix it at our own workshop in Burbank and bring it back. We have no storefront, so there is nowhere to drop a machine off. Outside our area, you can mail it to us.