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Common IT issues and quick fixes you can use
Forgotten or Expired Password
Your password may have expired on a scheduled cycle or been reset after a failed login attempt. Visit the company login page and click “Forgot Password” – a reset link will be sent to your email within a few minutes. Check your spam folder if it doesn’t arrive. Once reset, consider using a password manager to avoid this in future. If your account is fully locked out after too many failed attempts, you’ll need to contact IT to unlock it.
Can't Connect to Wi-Fi
Start by turning Wi-Fi off and back on from your device settings. If that doesn’t work, forget the network and reconnect – go to your Wi-Fi settings, select the network, choose “Forget,” then rejoin with your credentials. Restarting your device clears most adapter issues. If you’re in the office and others are also affected, it’s likely a wider network issue – check with IT rather than troubleshooting solo.
VPN Won't Connect
Disconnect fully, wait 10 seconds, and reconnect. If it times out, try selecting a different VPN server or region in the client settings. Make sure your internet connection itself is working before blaming the VPN. If you’re on a public Wi-Fi network, some hotspots block VPN traffic – switching to your phone’s hotspot often resolves this instantly.
Laptop Running Slowly
First, do a full restart – not just sleep – which clears memory and flushes background processes. Close any browser tabs and apps you’re not actively using. Open Task Manager (Windows: Ctrl+Shift+Esc) or Activity Monitor (Mac) to check if any single process is consuming excessive CPU or memory. Also check your available disk space – less than 10% free on your main drive will cause noticeable slowdowns. Make sure all pending OS updates are installed.
Application Crashing or Won't Open
Force-quit the app and reopen it. On Mac use Cmd+Option+Esc; on Windows use Task Manager to end the process. If it keeps crashing, restart your computer – many issues are caused by a stale background process that a reboot clears. Check whether an update is available, as outdated versions frequently become unstable after OS updates. If the app uses a local cache (Outlook, Teams, Chrome), clearing it often resolves persistent crashes.
Multi-Factor Authentication (MFA) Not Working
Make sure your phone’s time is set to sync automatically – MFA codes are time-sensitive and a clock that’s even slightly off will generate invalid codes. If you’ve recently switched phones, your authenticator app may not have transferred correctly and will need to be re-enrolled. Try using your backup codes if you have them. On Microsoft Authenticator, tap the account and look for a refresh option if the code appears stuck. Contact IT immediately if you suspect someone else is receiving your codes.
Printer Not Found or Won't Print
Turn the printer off, wait 15 seconds, and power it back on – this clears most error states. Open your print queue (Windows: Devices & Printers / Mac: Printers & Scanners) and delete any stuck jobs, as a jammed queue blocks everything behind it. Make sure the printer is on the same network as your device. If it still won’t appear, remove the printer from your device and re-add it to refresh the driver connection.
Email Not Sending or Receiving
Check your Outbox first – emails sometimes get stuck there if you lost connectivity mid-send. Verify your mailbox isn’t full, as a full inbox silently blocks all incoming mail. Send a test email to yourself to confirm whether the issue is with sending, receiving, or both. If you’re using Outlook, make sure “Work Offline” is not enabled under the File menu. Check your junk or spam folder for missing incoming mail.
OneDrive / SharePoint Not Syncing
Click the cloud icon in your taskbar or menu bar and check for any error or paused status. Try pausing sync, waiting 10 seconds, then resuming – this forces the client to re-check all files. Check your available cloud storage quota, as a full quota silently stops all new uploads. Look for files with special characters in the name (such as : * ? < >) as these are rejected by cloud storage. If sync is still stalled, sign out of the app and sign back in to refresh your authentication.
Computer Won't Turn On or Is Stuck on Startup
If the screen is completely black, check that the power cable is properly connected and the power outlet is working. For laptops, hold the power button for 10 seconds to force a shutdown, then press it again to restart. If the device is stuck on a loading screen, a forced restart usually clears it. If you see a specific error message on screen, take a photo of it before restarting – this will help IT diagnose the issue faster if you need to escalate.
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