Fixing Common Problems

Every computer misbehaves sometimes. An app freezes, the Wi-Fi says "No internet", the sound stops, or the computer becomes slow. Most of these problems have simple fixes that you can do yourself in a few minutes, without calling anyone and without any risk to your files.

In this lesson you will learn a calm, step-by-step way to solve problems, and the fixes for the problems beginners meet most often. You will also learn when to stop and ask a trusted technician.

A method for any problem

Good troubleshooting is not magic; it is asking the right questions in order:

NOTE exactly what went wrong and any error message (take a screenshot: Windows key + Shift + S)
TRY the simple fixes first: is it plugged in, switched on, connected?
RESTART the app, then the computer
CHANGE one thing at a time and test again
IF it still fails
    search the exact error message on the maker's official support site
    or ask a trusted person, showing them your notes
END IF

Restarting fixes a surprising number of problems, because it clears out apps and settings stuck in a bad state. Use Start > Power > Restart, not Shut down, since Windows 11 can keep some state through a shut down.

An app has frozen

If an app stops responding (the window goes pale and says Not responding):

1. Wait 30 seconds; it may be busy.
2. Press Ctrl + Shift + Esc to open Task Manager.
3. Click the frozen app in the list, then click End task.
4. Open the app again. Word and Excel usually offer to recover unsaved documents.

If the whole computer is frozen and even the mouse does not move, press Ctrl + Alt + Delete. If nothing responds for a few minutes, hold the power button for about 10 seconds to force it off, then switch on again. Use this only as a last resort.

No internet

1. Check the network icon on the taskbar. Is Wi-Fi on and connected? Is Airplane mode off?
2. Do other devices at home have internet? If not, the problem is the router or the ISP.
3. Switch the router off, wait 30 seconds, and switch it on again. Wait two minutes for its lights to settle.
4. On the computer, turn Wi-Fi off and on, or forget the network and connect again with the password.
5. Restart the computer.

You can test the connection from Terminal. The first line checks the internet by number, the second by name:

ping -n 2 8.8.8.8
ping -n 2 www.google.com

If the first works but the second says it could not find host, the problem is name lookup (DNS); restarting the router often fixes it. If both fail, the connection itself is down. If both work, the internet is fine and the problem is the website or browser: try another browser or clear the browser's cache.

Windows also has built-in troubleshooters in Settings > System > Troubleshoot > Other troubleshooters:

Start-Process "ms-settings:troubleshoot"

No sound

1. Check the volume on the taskbar and that it is not muted. Check the volume inside the app or video too.
2. Click the speaker icon, then the arrow next to the volume slider, and choose the right output (speakers, not a disconnected Bluetooth earphone or a TV's HDMI).
3. Unplug and replug wired earphones; for Bluetooth, turn the device off and on.
4. Restart the computer.

The computer is slow

The drive is full

Windows needs free space to run and to install updates. Check how much is left:

Get-PSDrive C | Select-Object Name, Used, Free

Name         Used        Free
----         ----        ----
C    186402381824 68227530752

The numbers are in bytes; 68227530752 bytes is about 63 GB free (see Binary, Bits & Bytes). If free space is below about a tenth of the drive:

1. Open Settings > System > Storage and click Cleanup recommendations or Temporary files. Review the list, then click Remove files.
2. Empty the Recycle Bin after checking it.
3. Delete old installers and duplicate files in Downloads.
4. Uninstall apps you no longer use (Settings > Apps > Installed apps).
5. Move old photos and videos to an external drive or cloud storage.

Printer, keyboard and other devices

• Printer: see the steps in Printing, Scanning & PDFs: check paper, ink and connection, then clear the print queue.
• Keyboard types wrong letters or numbers: check Num Lock and Caps Lock, and the keyboard language near the clock (Windows key + Space switches it).
• Mouse or touchpad stopped: check the batteries or USB receiver; many laptops have a key (often with Fn) that turns the touchpad off and on.
• Pen drive not showing: try another USB port, then check This PC.

Word or Office misbehaves

If Word or another Office app crashes every time it opens, start it in safe mode, which skips add-ins. Type this in the Run box (Windows key + R):

winword /safe

If it works in safe mode, an add-in is probably the cause. In Terminal the same command is:

Start-Process winword /safe

When to ask for help

Stop and get help from a trusted technician if:

• the computer shows a blue error screen again and again;
• it makes clicking or grinding noises, smells of burning, or the battery swells;
• it will not start at all;
• you suspect someone else has control of it or your accounts.

Before handing it over, back up important files if you can, and sign out of banking and email.

Common mistakes

• Changing many settings at once. You will not know which one fixed or broke something.
• Pulling the plug as the first step. Try closing the app or restarting properly first.
• Ignoring the exact error message. It is the best clue; write it down or take a screenshot.
• Calling a "support number" from a pop-up. Those are scams.

Key points

• Note the problem, try simple fixes, restart, then change one thing at a time.
• Ctrl + Shift + Esc opens Task Manager to end a frozen app.
• For no internet, check other devices, restart the router, and test with ping.
• Keep free space on the drive using Settings > System > Storage; limit startup apps for speed.
• Never allow remote access to strangers; use trusted technicians for hardware faults.

Get-PSDrive C | Select-Object Name, Used, Free