The Basics to Try When You Have a Problem

ℹ️ Most computer problems are simpler than they look. This article walks you through the first-line checks that solve a surprising percentage of issues — usually in under a minute. Work through the relevant sections below before you submit a ticket. If a deeper article exists for your specific issue, this one will point you to it.

🧠 First — The Right Mindset

Before you do anything else:

1. Take a breath

Computers misbehaving is frustrating. Frustration leads to more frustrated clicking, more keyboard mashing, and more confusion about what actually went wrong. Step back for sixty seconds. Most of the time the answer becomes obvious.

2. Stop hitting things

Clicking the mouse twenty times or pounding on the keyboard does NOT make the computer go faster — you've just sent it twenty more instructions to process. If the computer is thinking, let it think. If it's been thinking for more than a minute or two, then it might genuinely be stuck, but more clicks won't unstick it.

3. Think about what changed

Computers don't usually break for no reason. Ask yourself:

• Did this work yesterday? When was the last time it worked?
• Did I just install something, plug something in, or unplug something?
• Did anyone else use this workstation between then and now?
• Is there a power outage, internet outage, or storm in the area?

The answers often point straight at the cause.

🔌 Universal First Checks

These apply to almost any "it doesn't work" problem.

Is it plugged in?

It sounds obvious — and that's why we say it first. Cables get knocked loose by feet, cleaning staff, vacuums, chairs, and people reaching behind a desk for something else.

For most workstations there are three points of failure on any power or data cable:

1. The connection at the device (back of the computer, monitor, printer, etc.)
2. The connection at the power brick / adapter (if there is one in the middle of the cable)
3. The connection at the wall, power bar, or surge protector

Push each one firmly back in. Then check the power bar's own switch and the outlet (try plugging a lamp or phone charger in to confirm the outlet has power).

Is the power bar / surge protector on?

Power bars get switched off accidentally by feet under desks all the time. Check the little red or green light on the power bar.

Restart it

If a workstation, printer, monitor, or any other device is misbehaving, restart it. A reboot fixes more problems than any other single action.

• Workstation: Click Start → power icon → Restart (not Shut down — Restart actually clears the system more thoroughly).
• Printer: Power off, wait 30 seconds, power back on.
• Phone: Hold the power button and restart.

If you haven't restarted yet, restart before you do anything else.

Look for loose cables

Pull each cable gently to confirm it's seated. Pay particular attention to:

• USB cables (mouse, keyboard, headset)
• Network cables (the one that looks like a fat phone cord — should click when fully inserted)
• HDMI / DisplayPort cables (monitors)
• Power cables

🖱️ Mouse Problems

• Mouse not working at all? If it's wireless, check that it's switched on (look for an on/off switch on the underside). Wireless mice also need new batteries every few months — they do not last forever.
• Mouse cursor not moving smoothly / jumping around? The optical sensor on the underside may be dirty or the surface may not be mouse-friendly. Wipe the sensor with a clean cloth, and try a real mousepad or a sheet of paper.
• Mouse clicks not registering? Try a different USB port. If it has a USB receiver / dongle, unplug it, wait 10 seconds, and plug it back in.
• No mouse anywhere? A workstation can still be operated with the keyboard alone (use Tab, Enter, and Windows key to navigate) while you wait for a replacement.

⌨️ Keyboard Problems

• Keyboard typing the wrong letters? Check that Caps Lock and Num Lock aren't on (there are little lights on the keyboard for each).
• Typing symbols instead of letters? (e.g., é instead of e, è instead of e) Your keyboard layout may have switched to French. Press Left Alt + Shift to toggle it back to English.
• Keyboard not working at all? Unplug it, wait 10 seconds, plug it back in (try a different USB port). For wireless keyboards, check batteries.
• Sticky keys? The keyboard may need cleaning. Tickets for sticky keyboards usually result in a replacement — please mention what you spilled (or didn't) when you submit.

🖥️ Monitor / Display Problems

• Monitor is black or says "No Signal"? Three things to check:
  1. The monitor's own power button (look for a little light on the front bezel).
  2. The video cable (HDMI or DisplayPort) — both ends. Push firmly.
  3. The monitor's Input Source — press the monitor's menu button and confirm it's set to the input the cable is plugged into.
• Screen is sideways or upside-down? You probably hit a keyboard shortcut by accident. Press Ctrl + Alt + ↑ (Up Arrow) to put it back to normal.
• Everything is huge or tiny? In a browser, press Ctrl + 0 to reset zoom. In Windows, this is a display scaling setting — submit a ticket if you can't figure it out.
• Second monitor not showing anything? Press Windows key + P and choose Extend. If that doesn't help, check the video cable.

🔇 Sound / Audio Problems

• No sound? Check the speaker icon in the bottom-right of the screen — it may be muted (a little X or red slash on the icon). Click it and slide the volume up.
• Sound coming from the wrong place? If you have headphones or speakers plugged in, Windows may have chosen the wrong output. Click the speaker icon, then click the ^ above the volume slider to switch outputs.
• Sound from a Teams or Zoom call? Each app has its own audio settings — check inside the app, not just Windows.

🌐 Internet / Network Problems

• Nothing loading in your browser? First, test whether other workstations/devices are also affected. If everything in the property is down, it's likely a network outage — Argus IT will already be aware. If it's just your machine, restart it.
• On a laptop or phone — are you on the right Wi-Fi? Don't be connected to guest Wi-Fi for work. Guest networks block business systems (email, OPERA, file shares, etc.). Switch to the work network.
• One specific site or app doesn't work, but others do? Try a different browser (Edge vs Chrome) — that often confirms whether the issue is the site or your browser.
• VPN problems? See the related article on FortiClient VPN (KB-40001).

🔐 Sign-in / Password Problems

• "Wrong password" but you're sure it's right? Check Caps Lock. Then try once more, slowly.
• Locked out? Argus accounts lock after several wrong attempts. Wait 5 minutes — the lockout clears automatically. Then try again, carefully.
• Outlook keeps asking for your password? See the related article Outlook Keeps Prompting for Password — First Steps (KB-130008).
• MFA / Authenticator not working (e.g., you have a new phone)? See Setting Up Microsoft Authenticator on a New Phone (KB-190001).
• Don't include your password in a ticket — Argus IT will never ask for it.

🖨️ Printer Problems

• Not printing? First check the obvious:
  1. Is the printer on?
  2. Is there paper in the tray, and is there no jam?
  3. Are there any red or amber lights on the printer? Look for the display panel for error messages.
• Still not printing? Restart the printer (power off, wait 30 seconds, power back on) and try again.
• For anything beyond the basics, see the related article Printer Not Printing — First Steps (KB-20001).

🧊 Frozen Application

• One program isn't responding (the title bar says "Not Responding")?
  1. Give it 60 seconds. It may unstick itself.
  2. If it's still frozen: press Ctrl + Shift + Esc to open Task Manager.
  3. Find the frozen app in the list, click it, and click End Task.
  4. Reopen the app.
• The whole computer is frozen? Wait two minutes. If still frozen, hold the workstation's power button for 10 seconds to force a shut down, then turn it back on. You may lose any unsaved work in open documents.

💾 "I Can't Find My File"

• Recently saved? Open the app you saved it in (Word, Excel, etc.) and look under File → Recent.
• OneDrive file? Open File Explorer, click OneDrive in the left sidebar, and search for it.
• Accidentally deleted? Check the Recycle Bin on the desktop. If it's a OneDrive file, you can also restore from OneDrive's online trash for up to 30 days.
• Truly gone? Submit a ticket — there are backups, but the further back you go, the harder recovery becomes.

🐢 Computer is Slow

• How many apps and browser tabs do you have open? A workstation can only juggle so much. Close anything you're not actively using.
• When did you last restart? Workstations that haven't been restarted in days or weeks get slow. Restart it.
• Did you just install something? If a recent install made things slow, mention that in your ticket.

🆘 When to Submit a Ticket

If you've worked through the relevant basics above and the problem is still there, submit a ticket. When you do:

1. Mention what you already tried ("I restarted, checked the cables, and the printer still won't print").
2. Include the asset tag of any affected device (5-digit number on a blue or copper Argus IT label).
3. Attach a photo or screenshot of any error.
4. See How to Fill Out a Ticket (KB# 10002) for the full guidance on writing a good ticket.

Related Articles — Go Deeper

For specific recurring issues, we have dedicated articles:

• Printer Not Printing — First Steps (KB-20001)
• Outlook Keeps Prompting for Password (KB-130008)
• Setting Up Microsoft Authenticator on a New Phone (KB-190001)
• Add Company Email to Your Phone (KB-130005)
• FortiClient VPN Issues (KB-40001)
• Add the Argus IT Help Desk App to Your Phone (KB# 10015)
• How to Fill Out a Ticket (KB# 10002)

ArgusIT KB# 10001 | Original: February 11, 2019 (Vincent Kruggel) | Rebuilt: May 25, 2026