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One-to-One Device Troubleshooting

General Hardware Issues

My computer freezes or is behaving weird

  • Try restarting your computer. Many basic problems can be resolved easily and quickly this way. 
  • If you cannot shutdown/restart your computer, then hold down the power button on the machine until it forcibly turns off. Wait a few seconds and then turn it back on again.

My computer doesn't power up

  • Check if the laptop is charged. Plug in the power cable and wait a few seconds to see if it starts charging again. 
  • If you don’t see any lights on the laptop check that the power cable is securely plugged into the laptop. Check that the power cable is plugged into a power socket and the socket has been turned on.
  • Try using a different power socket or, if you are using a power extension strip, plug the power cable directly into a power socket in the wall.
  • Replace the power cable with one that you know works.

Nothing appears on the monitor

  • Make sure the computer is on – press the power button and wait a few seconds. The laptop doesn’t show anything in the first few seconds.
  • Touch the mouse pad or press any key on the keyboard to make sure the screensaver hasn't activated or that the computer hasn't gone into standby/hibernation mode.
  • Non-system disk or disk error at boot • Contact your IT staff. 
  • If you can hear a repeated scraping or clunking noise, power off the computer as soon as possible, as there may be a physical problem with the hard disk, and you may lose data.

Keyboard/mouse does not work

• If you cannot see any lights on your keyboard when you press the Caps Lock or Num Lock key, it may be a dead keyboard.
• Contact tech support.

Pen does not work

  • Replace the battery and check if it works with the new one. 
  • Try the pen on a different laptop and try another pen on your laptop. If the pen works on another device and no pen works on yours then it’s laptop issue. If your pen doesn’t work on another device even after replacing the battery buy a new pen.


General Software Issues

Windows displays a blue screen during startup

  • Windows may automatically restart after displaying a blue screen. You may also get a Windows startup menu upon reboot. If you do, choose 'Start Windows Normally' and see if the problem goes away. It may be a one-off glitch. 
  • If Windows hasn't automatically restarted after displaying a blue screen, press the Ctrl & Alt & Del keys on your keyboard at the same time to restart the machine. You may need to press and hold the power button on the machine to force it to turn off. Switch it back on and, if you get a Windows startup menu upon reboot, choose 'Start Windows Normally' and see if the problem goes away.
  • If nothing happens after restart contact your IT support. 


Windows does not start successfully or repeatedly displays a blue screen

  • Contact IT support. 

Cannot login to Windows

  • Ensure you are using your correct username (full email) and password (computer one, not google one).
  • Check that Caps Lock/Num Lock isn't on by mistake.
  • Check that your password is what you are expecting it to be by typing it into the Username box. This allows you to see what you are typing in case your keyboard is set to another locale, for example. 
  • Check if you are connected to the network – you should be connected to SVSD-MobileDevice. If you see the network but you are not connected click on the name and select ‘Connect’. If you cannot connect manually but your friends are connected contact IT support.

Cannot access the Internet or web browsing is slow

  • Delete browser history – it’s different for every browser so you may need to search instructions on how to do it with yours. For Chrome browser – press Ctrl+Shift+Del.
  • Open a different browser and see if you can browse the web. If you can't, then there may be connectivity problems.
  • Try restarting your computer and see if you have a network connection. If nobody around you has a connection to Internet, then it’s not a problem with your device. Let IT support know.

Cannot access email

  • Restart Outlook. You might be prompted for a username and password when Outlook starts. 
  • Try accessing your e-mail from SVSD web page – open, Staff resources, WebMail. If you can, then Outlook itself is having problems. If you can't, then there may be a problem with the e-mail servers.

Speeding up a slow computer

Run fewer programs at the same time

Don't have too many programs running at the same time. Each running program consumes a bit of the system's resources. Have multiple open windows for the same program (e.g. having three Word documents open) also lowers resources as each window takes up a bit of memory and processing power.

If you are not using an open file or program, close it so that the files/programs you are working in can speed up a little.

Restart your computer

If you haven't restarted your computer for a while, or your normally put it into Sleep or Hibernation modes, allow it to restart. This clears the memory and allows your system to 'clean boot', freeing up resources in the process.

Free up hard disk space

Delete all files you don’t need or transfer as many as possible to Google Drive. Check your Downloads folder and delete all files you don’t need anymore.