Frequently Asked Questions

We provide IT support services throughout the Illawarra, Shoalhaven, Eurobodalla, and Southern Highlands regions. This includes Wollongong, Port Kembla, Shellharbour, Kiama, Nowra, Ulladulla, Batemans Bay, Bowral, and surrounding areas.

Our regular business hours are 8:30am to 5:00pm, Monday to Friday. We also offer emergency support outside these hours for urgent IT issues that can't wait.

Yes, we provide secure remote support services. Many computer issues can be diagnosed and resolved remotely, which is often faster and more convenient than an on-site visit.

Our pricing varies depending on the service required. We offer competitive rates and will provide a quote before beginning any work. Contact us for a free consultation and estimate.

Common causes include too many startup programmes, insufficient storage space, malware, or outdated hardware drivers. Solutions: • Press Ctrl + Shift + Esc to open Task Manager, click 'Startup' tab and disable unnecessary programmes • Free up disk space by running Disk Cleanup (type 'disk cleanup' in Start menu search) • Restart your computer regularly (at least once a week) • Keep at least 15% of your hard disk free for optimal performance • Run Windows antivirus scan: Settings > Update & Security > Windows Security > Virus & threat protection > Quick scan

This is usually caused by insufficient memory, software bugs, system overload, or corrupted programme files. Solutions: • Wait 2-3 minutes as the programme may recover on its own • Press Ctrl + Alt + Delete and select Task Manager • Find the unresponsive programme and click 'End task' • Save work in other programmes before ending tasks to prevent data loss • Restart the programme after closing it • If the problem persists, restart your computer • Update the problematic software to the latest version • Consider uninstalling and reinstalling the programme if freezing continues

Overheating is often caused by dust buildup, blocked vents, failing fans, or intensive software usage. Solutions: • Shut down computer immediately if extremely hot to prevent damage • Clean air vents with compressed air (computer must be off and unplugged) • Ensure adequate airflow around computer - don't block vents with objects • Close unnecessary programmes to reduce system load • Use laptop cooling pad for laptops used intensively • Check Task Manager for programmes using high CPU - close if unnecessary • Professional cleaning may be needed for severe dust buildup inside the computer

WiFi issues can stem from router problems, network adapter issues, interference, or incorrect passwords. Solutions: • Turn WiFi off and on in your system tray • Restart your router by unplugging it for 30 seconds, then plugging back in (wait 2-3 minutes for full startup) • Forget and reconnect to your network: Settings > Network & Internet > WiFi > Manage known networks, click your network and select 'Forget', then reconnect • Run Windows Network Troubleshooter: Right-click the WiFi icon in system tray and select 'Troubleshoot problems' • Check if other devices can connect to rule out router issues

Network drive issues often involve network credentials, firewall settings, network discovery being disabled, or server unavailability. Solutions: • Ensure all computers are on the same network and network discovery is enabled • Try accessing by IP address instead of computer name: \\192.168.1.100 (replace with actual IP) • Check Windows credentials: Control Panel > Credential Manager > Windows Credentials • Enable network discovery: Control Panel > Network and Sharing Centre > Change advanced sharing settings • Restart network services: Run Command Prompt as administrator, type 'net stop workstation' then 'net start workstation' • Verify shared folder permissions on host computer

Monitor detection issues can be caused by cable problems, display settings, driver problems, or hardware compatibility. Solutions: • Check cable connections on both computer and monitor ends • Try different cable (HDMI, VGA, DisplayPort) if available • Press Windows key + P to open projection settings, select 'Extend' or 'Duplicate' • Right-click desktop > Display settings > click 'Detect' button • Update graphics drivers: Device Manager > Display adapters > right-click graphics card > Update driver • Test monitor with different computer to verify monitor functionality • For laptops: Try function key combination (usually Fn + F4, F5, or F8) to toggle external display

Printer problems often involve connection issues, outdated drivers, paper jams, or empty cartridges. Solutions: • Check physical connections: Ensure USB cable is secure or WiFi printer is connected to the same network • Turn printer off and on again, clear any paper jams by gently removing stuck paper • Set as default printer: Settings > Devices > Printers & scanners, click your printer, and select 'Manage' > 'Set as default' • Update printer drivers: In the same menu, click 'Remove device', then 'Add a printer or scanner' to reinstall • Check ink/toner levels and replace if necessary

Input device problems can be connection issues, driver problems, battery depletion (wireless), or hardware failure. Solutions: • Check physical connections for wired devices • For wireless devices: Replace batteries, ensure receiver is plugged in and close to device • Try device on another computer to test functionality • Restart computer with device connected • Update drivers: Device Manager > Keyboards or Mice and other pointing devices > right-click device > Update driver • For PS/2 devices (older connections), computer must be powered off when connecting/disconnecting • Use on-screen keyboard as temporary solution: Settings > Ease of Access > Keyboard > Use the On-Screen Keyboard

USB recognition issues involve driver problems, faulty USB ports, power management settings, or hardware problems. Solutions: • Try different USB ports, including both front and back ports on desktop computers • Test the USB device on another computer to confirm it's working • Restart computer with USB device connected • Update USB drivers: Device Manager > Universal Serial Bus controllers > right-click USB Root Hub > Update driver • Disable USB power management: Device Manager > Universal Serial Bus controllers > right-click USB Root Hub > Properties > Power Management > uncheck 'Allow computer to turn off this device' • For external hard drives, ensure adequate power supply or try powered USB hub

Audio problems can be muted audio, wrong output device, driver issues, or hardware problems. Solutions: • Check volume levels: Click speaker icon in system tray and ensure volume is up and not muted • Right-click speaker icon and select 'Open Sound settings' - ensure correct output device is selected • Test with different audio source (different video, music file, or website) • Update audio drivers: Right-click Start button > Device Manager > Sound, video and game controllers > right-click audio device > Update driver • Run Windows Audio Troubleshooter: Right-click speaker icon > Troubleshoot sound problems • Check physical connections if using external speakers or headphones

Power issues can involve power supply problems, loose connections, hardware failure, or drained battery (laptops). Solutions: • Check power connections: Ensure power cable is firmly plugged into both computer and wall outlet • Try different power outlet and power cable if available • For laptops: Remove battery, hold power button for 30 seconds, reinstall battery and try again • For desktops: Check that power supply switch (if present) is in ON position • Remove all external devices except keyboard and mouse, then try powering on • If no lights or sounds occur, this typically indicates hardware failure requiring professional repair

BSOD indicates hardware failures, driver conflicts, memory issues, or overheating. Solutions: • Note the error code displayed on the blue screen for future reference • Restart your computer - if it happens once, it might be a temporary glitch • Boot in Safe Mode: Hold Shift whilst clicking Restart, then go to Troubleshoot > Advanced options > Startup Settings > Restart > Press F4 • In Safe Mode, uninstall recently installed software or drivers • Run System File Checker: Open Command Prompt as administrator and type 'sfc /scannow' • If BSODs persist, contact technical support as this often indicates hardware issues

Installation issues involve insufficient permissions, corrupted downloads, antivirus interference, or insufficient disk space. Solutions: • Run installer as administrator: Right-click installer file and select 'Run as administrator' • Check available disk space - ensure you have at least 2GB free for most installations • Temporarily disable antivirus during installation (remember to re-enable it) • Download installer again as the file may have been corrupted • Check Windows Update: Go to Settings > Update & Security > Windows Update and install pending updates • Clear Windows Update cache: Stop Windows Update service, delete contents of C:\Windows\SoftwareDistribution\Download, restart service

Activation problems involve internet connectivity, expired licences, hardware changes, or incorrect product keys. Solutions: • Ensure stable internet connection for online activation • Verify product key accuracy - check for similar characters (0 vs O, 1 vs I) • For Windows activation issues: Settings > Update & Security > Activation > Troubleshoot • Contact software vendor directly for licensing issues - they often have phone activation options • For Office products: Sign in with Microsoft account associated with licence • Keep purchase receipts and product key documentation in safe place • Hardware changes may require reactivation - this is normal

Browser issues can be caused by too many extensions, corrupted cache, outdated browser, or malware. Solutions: • Clear browser cache and cookies: Press Ctrl + Shift + Delete and select all time ranges • Disable extensions: Go to browser menu > Extensions and disable all, then re-enable one by one to identify problematic ones • Update browser to latest version through browser settings • Reset browser settings: Look for 'Reset' or 'Restore' option in browser settings • Try browsing in incognito/private mode to test if issue persists • Scan for malware using Windows Defender or reputable antivirus software

Pop-ups indicate adware, malicious browser extensions, infected websites, or compromised system. Solutions: • Run full system antivirus scan using Windows Defender or your installed antivirus • Remove suspicious browser extensions: Browser menu > Extensions > remove unknown or suspicious extensions • Reset browser settings to default (this will remove saved passwords, so note them first) • Use Windows built-in 'Reset this PC' option for severe infections: Settings > Update & Security > Recovery • Install reputable ad-blocker extension like uBlock Origin • Avoid clicking on suspicious links or downloading software from untrusted sources

Email problems can involve incorrect server settings, authentication problems, firewall blocking, or account issues. Solutions: • Check internet connection by browsing to a website • Verify email account settings with your email provider's documentation • Try accessing email through web browser to confirm account is working • Disable antivirus email scanning temporarily to test if it's causing interference • For Outlook: Go to File > Account Settings > Account Settings > select account > Test Account Settings • Check if email account is full - delete old emails to free up space

Password reset issues involve forgotten passwords, account lockouts, or security question problems. Solutions: • Use 'Forgot Password' link on login page and check all email folders including spam • For Windows login: If you have a Microsoft account, reset at account.microsoft.com. For local accounts, use password reset disk if created previously • Clear browser cache and cookies for the specific website: Press Ctrl + Shift + Delete • Try a different browser or incognito/private browsing mode • Contact the service provider directly if automated reset doesn't work • Ensure caps lock is off and try typing password in a text editor first to verify accuracy

File recovery depends on how recently deleted and system usage since. Recovery success varies based on user error, software glitches, or malware. Solutions: • Check Recycle Bin first - deleted files are usually stored there temporarily • If emptied from Recycle Bin, try File History: Go to Settings > Update & Security > Backup > More options > Restore files from a current backup • Use Previous Versions: Right-click the folder that contained the file > Properties > Previous Versions • Check cloud storage (OneDrive, Google Drive, etc.) for automatic backups • Stop using the computer immediately if files are critically important, as continued use may overwrite recoverable data • For critical data recovery, consider professional data recovery services

Regular backups prevent data loss from hardware failure or accidents. Proper backup strategy is essential for data protection. Solutions: • Enable Windows File History: Settings > Update & Security > Backup > Add a drive • Use cloud storage (OneDrive, Google Drive) for automatic backup of important files • Create system restore point before major changes: Control Panel > System > System Protection > Create • For complete system backup: Settings > Update & Security > Backup > Go to Backup and Restore (Windows 7) • Regularly copy important files to external drive manually • Test backup restoration periodically to ensure backups are working