IT FAQ & Knowledge Base
Find answers to common IT questions from the Sovran support team. Our IT FAQ and knowledge base is ready to help you work through common IT issues.
Computer Will Not Boot
Issue:
- A reboot didn’t take, hard drive not being seen on boot up, windows updates stuck on boot up, or shut down.
- Multiple standard reboots do not resolve.
Result:
- Device just boots to a black screen with cursor and doesn’t go past the screen.
- Power lights on, on the device but nothing on screen.
Resolution/Things to Check:
- Power down the device completely (Desktop/Laptop) – This is not a restart – TURN OFF
- Attempt to boot up/turn on while holding the ‘F8’ key (most common for safe mode, some computers might be different)
- If the computer does boot up into safe mode, log into the machine as you normally would, and allow the device to boot up. Once logged on and after device shows ready to work
- Restart the machine
- If the above does not work;
- Power down the device completely.
- If in docking station, remove from docking station
- Remove the battery from the device
- Hold down the power button for 30 seconds with the battery out of the device
- Wait fifteen minutes and place the battery back into the device
- For desktops usually older models – there is a reset button/fuse on the back where the power cord plugs in. Use that reset button with the power button held in.
- Boot up the machine
- If the above steps fail the first time, please repeat the above steps one time, but the last step attempt to boot to safe mode first, and if that does work, restart and the machine should now be functional as intended.
Computer Slow
Issue:
- Standard computer maintenance not being done
- multiple websites with cookies
- browsing history overloaded
- Virus
- malware
- Ad-aware
- programs installed no longer used or obsolete
Result:
- Programs slow to open
- internet search or use is slow
- long time for boot up
Resolution/Things to Check:
- Confirm all windows updates are completed
- After first round and a reboot, check again to see if there are more updates from windows updates and run those as well. Continue to run updates until no further updates are needed, and no more restarts needed for updates then continue to the next step
- Clear browser histories on any browser you use; Internet explorer, firefox, chrome for all of them select all history and check all boxes that show as options. In chrome specifically set to beginning of time.
- From system tools->Accessories menu, or in windows ten you can type in the below:
- Disk Cleanup
- Disk Defragment
- Reboot
- If still slow at this time-Consider running a security scan, or ad-aware scan
- Suggested software to use for this is: malware bytes found here: https://www.malwarebytes.com/mwb-download/
- Click on Free download at the bottom of the selections and follow the online instructions
Dual Monitor Not Showing
Issue:
- Connection issue
- cold start
- driver updates, etc
Result:
- On boot up, one or both monitors do not show up on screen
- only one monitor working
Resolution/Things to Check:
- Power down the laptop
- Remove from docking station
- Turn both monitors off
- Check all connections from monitor to docking station, confirm all connections are seated properly
- With the device no on the docking station: Power up laptop/Once on, turn off
- With both monitors still turned off place laptop back on docking station
- Turn on device/Laptop
- Once the laptop boots-login
- Turn on both monitors
How To Find Your IP Address
Issue:
- Computer cannot connect to internal network, or internet
- Need IP address for troubleshooting
Resolution/Things to Check:
- Click on the start button and go to Control Panel. In Windows 8 or 10 you will need to type “Control Panel” after hitting the start button.
- In control panel, double-click on “Network and Sharing Center.”
- Then click on “Change adapter settings” in the upper left corner.
- In “Network Connections”, double-click on your connection: Ethernet/Wi-Fi.
- In “Ethernet Status”, click on the “Details…” button.
- Your IPv4 Address is what we need please.
Microsoft Office Protected View Enabled
Issue:
- Receiving an email in outlook with a protected view attachment, no matter what the program
- Excel
- Powerpoint
- Word
- One Note etc.
Resolution/Things to Check:
- In each respective office program go to:
- File -> Options -> Trust Center -> Trust Center Settings -> Protected View ->
- Then check all the boxes to enable protected view:
- Once selected Click “OK”, then close out of the Trust Center Settings, and emails received should now be able to have attachments without the document being locked.
Microsoft Office 365 Forwarding Emails
Issue:
- A user is no longer active at site location, and a forwarding email needs to be set up
Resolution/Things to Check:
- Log into the portal as the admin.
- On the left under the users option, select Active users
- Then select the user that you are forwarding the emails for, this will bring up a edit box on the right with a Mail Settings option.
- Click on Mail Settings, and an extension of that section will drop down.
- Then enter the email address you want to forward the emails to, and click save.
- You have now forwarded the emails.
Microsoft Office Error: Cannot Open File
Issue:
- A setting in the MS office programs: Excel, word, PowerPoint does not allow you to open an attachment
Resolution/Things to Check:
- Open the program that matches the attachment you are having the issue with:
- IE: open word if it is a word attachment, excel if it is an excel attachment, etc
- Go to -> File -> Options -> Trust Center -> Trust Center Settings -> Protected View;
- Uncheck the option-Enable Protected view for outlook attachments.
Microsoft Outlook Cannot Connect To Microsoft Exchange
Issue:
- The user profile was not set up properly the first time and so exchange doesn’t see the user’s proper setup when you try to repair the user.
Resolution/Things to Check:
- Control Panel -> Mail -> Show Profiles -> Select the outlook one, should already be selected by default, Delete/Remove then click apply.
- Once this profile has been removed.
- Open outlook and enter the necessary information.
- Name, Email address, and click next, it will ask for password once it connects, have the user enter their password, check the box to remember credentials if you have not done this already.
Printing: Troubleshooting Network & Local Issues
Issue:
- A network hiccup
- power surge
- bad connection
- printer reset needed
- no error code noted on printer.
Result:
- cannot print to printer
- cannot connect to printer
- printer is showing offline, or not ready
- device was working at last use
Resolution/Things to Check:
- Clear print queue if necessary
- Right click the printer, select “see what’s printing” if there are documents stuck in queue, select to cancel all from the document menu.
- Power down printer
- Disconnect power from printer:
- If it is a local printer disconnect usb cable at both ends printer and device (desktop/laptop), as well as the power cord
- If network printer disconnect Ethernet cable, as well as power cord
- Power down device (desktop/laptop) I.E.: shutdown (DO NOT RESTART)
- Wait at minimum 60 seconds from the time the device (desktop/laptop) is shut down
- Connect power and cables back to printer
- If network printer connect the Ethernet cable first, then connect the power cord
- If local printer connect the usb cable to the device and the printer, then connect the power to the printer
- Turn on the printer and let the printer boot up and wait until it says ready or ready to print
- Turn on your device (desktop/Laptop)
- Log in to your device allow it time to boot up then test print or start using printer
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