Technical Troubleshooting for the Non-Technical. 5 easy steps to get you up and running quickly!

1.) Shut everything off. The first step we all learn supporting computers and networks is shut stuff off! Unscientifically speaking shutting our stuff off solves about 80% of the problems. What do you shut off though? I always start with my computer first. Sometimes I’ll just restart, but if I haven’t taken a break (or already tried a restart) in a while I’ll do a complete shutdown. With the computer shut down, while I am getting a cup of coffee or glass of water I’ll check with others in the house or on another computer in the house. Is it working, can others get to the internet, are the kids quietly playing on their mobile devices. If so, I slide back into my workspace, start everything up, and bam, 80% of the time I am back in business.

2.) Network, cable provider, wireless, and kids. Why kids? see step 1. I have four kids, they are the best built-in network availability alarms ever. When they can’t get to the internet, I am the first to know. I suspect the same for you, right? So what do you do when the internet is down? Hint, see step 1. Yep, shut everything off. Here you might have to pull the power from the cable modem. For sure, I’ll give it 10 minutes or so to start back up. There is probably some technical reason for the wait, but taking a break never hurts, so give it a little time. Couple other thoughts on this subject. Wireless can be unpredictable, for many reasons, mostly technical, some not. If you are on the wireless network and need to work, ask people in the house to limit or not use it during that time. A better solution is going wired, usually faster and certainly more practicable. The link is for a Cat 5e Network Cable 50 ft, they come in many colors. Most often there is a wired connection on the back of your cable modem. I use a wired connection as often as I can.

3.) Printing and VPN. Quick hint here, there may be a case where printing (or other devices connected to your computer) will not work while connected to your companies VPN (virtual private network). Why is that? Well, that's technical :-) Point here is if something connected to your computer is not working, double-check, are you connected to your companies VPN? If so try disconnecting from the VPN, print what you need and then reconnect for secure work with your company and customer data. Note, anything you print might contain confidential information. Continue to practice safe data protection strategies while working at home.

4.) Changing password and setting stuff off. It might (and Murphy will probably make it) happen that you need to reset your company passwords. I am sure your organization has documented steps, I’d get them right away and have them handy. If not, here are a few thoughts. First, I shut off (completely power off) any mobile devices I have that connects to anything at my company. Always my mobile phone. But Ipads and other stuff like that too. These devices are always connecting, checking email for example. If you start to change your password and this device try’s to connect several times that can trigger a lock on your account and nobody wants that. So now that I have just my laptop (maybe desktop) running, I make sure to close every application, every, all of them. Well except for the one I need to change my password, often this is a browser (Chrome or Edge or something like that). Change your password and make sure you remember it and any “secret questions” you might have to set up. Now give it time, take a break (you can see I like little breaks often in my day). Why? It can take up to 15 minutes for your password to synchronize to other applications used by your company. When you are back, start with your laptop (desktop) make sure you can get in, work, check all the applications you need to use. Then you can start up your mobile devices, one at a time, changing and updating the passwords as asked.

5.) Ask others for help. Finally, if all that does not work ask for help. This is a tricky one, usually, people are like “I got this, I can figure it out”. Then 2 or 3 hours later . . . Or others will call the first sign of a problem. I guarantee you, any good help desk person is going to run you through steps 1 through 4 and when you do call they may even run you through them again, even if you already did. My philosophy when calling a help desk – muster up every bit of courtesy and kindness you can, it will go a really long way. These folks can take as many as 50 to 75 calls a day. They are humans and they get frustrated too. Being patient, kind, and finding a little humor or common chat will go a long way.

I hope this helps!

6.) Security. Maybe not so much a hint as a tip. Hackers are always at work, more so now than ever. Follow your companies policies and procedures for best practices with security. My opinion now, is pretty much don't click on anything.