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Five common support requests…and how to troubleshoot them

If you use a computer, you’ve probably had a tech issue at one stage or other and at Kiandra we’re the people on the other end of your help desk call. We know that IT issues are frustrating, and we want to make the resolution as quick and pain-free as possible, that’s why we’ve put together this article on the most frequent tech support tickets we get and some of the common causes. Unfortunately, there’s no way around some of these issues, you’ll need to log a ticket and get us to help you, but read on and hopefully we can offer some tips so it doesn’t happen again.


Unable to log in:

You’ve just sat down at your desk. You’re ready to get work done. You can’t log in…

There are a couple of scenarios that might explain why your computer is denying you access.

First thing to check is if you’ve left “caps lock” on, if that’s not the issue it could be an expired password. Yes, we know the prompts to reset your password are annoying but they are necessary—most organisations now require pretty stringent password policies (something that makes us happy because security is one of our top priorities) and if you don’t reset your password when prompted you run the risk of it expiring. One way you can stop this happening in future is to set yourself a recurring calendar note to update your password every month (or as frequently as your organisation’s policy dictates).

If you find it hard to remember your password DO NOT be tempted to write your passwords on post-it notes (this is REALLY bad security practice). A much safer and reliable option is to look into password management software—an app that helps you manage and store your passwords securely. Another tip for creating strong, but memorable passwords is to use the first letter of each word of your favourite song lyrics. Spaces also add a level of complexity to passwords – so don’t be afraid to use a sentence or phrase as your password.


The printer isn’t working:

The first thing to check is if the printer is turned on. It sounds obvious but it may have been inadvertently turned off, and it’s generally not top of mind to check that it’s on when you turn up for work each morning.

If this is not the cause of the issue you may be missing the driver required to access the printer. Give the Service Desk a call and they should be able to install it for you.


I can’t access my BYO device:

There are more BYOD environments across companies today. Network gateways such as Citrix Emulator help with providing access. If you’ve recently updated your password on your desktop, make sure all the password settings on your device match. Problems can also occur when your device automatically installs a software service pack or when the business network undergoes change. Unfortunately, there isn’t much that can be done in this instance, but again, speak to the Service Desk and they will action the updates or changes that need to happen.


My computer is extremely slow:

There are a few things that could be slowing your computer down, so we’ll break down a few of the common issues. The number one culprit is having too many windows and tabs open. The more you have open, the more your computer has to process and the slower your computer will run.

Try hitting ctrl + alt + del and open the “Task Manager”. If any programs are unresponsive close them down and see if that helps.  Another cause could potentially be malware—if you think this is the case call the Service Desk immediately so we can remediate it for you.


I can’t access my documents

Please, please, please don’t store files and documents locally on a machine (e.g. on your “Desktop” or in “My docs”). While this may seem easier to access when working remotely it can cause many issues, particularly if your hard drive fails or is corrupted. Most organisation’s will provide options for information to be stored in a central location (places that are backed-up and protected), however there are a range of infrastructure restrictions that could deny access when you’re trying to access documentation remotely. Many organisations have opted to utilise the cloud (which allows easier access remotely) but for options that are infrastructure based, access needs to be granted for the end user. Your Service Desk should be happy to sort this out for you, so just give them a call.