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The Most Common Issues We Encounter on the Helpdesk and How to Fix Them

On a busy IT helpdesk, no one day is the same. There are a multitude of different reasons clients call requesting assistance. As a first point of contact our helpdesk starts to get a feel for the sorts of issues clients often call and enquire about.

Below is a list of the most common issues we see and how to fix them:


We have all been there, that sudden rise of panic you feel when you realise an important document has been deleted and or is missing.


  • Firstly, check your recycling bin to see if your file is sitting there. To restore it, simply right click on the file and select "restore it" to recover it.
  • If you have a backup system in place, you may be able to restore the file from there or for Windows users, use the Windows File Recovery tool to restore lost or deleted files.
  • If you are a part of an organisation with IT support in place, call them immediately as they may have additional tools and backups to assist.


One of the most frustrating things you can experience. You get into work ready to start the day sure you are using the correct password; you try numerous times, and you are locked out. 


  • If your password is case sensitive, make sure caps lock is not turned on/off when entering your password. Make sure you are entering the correct password.
  • Check to see if your password has expired or is suspended due to inactivity.
  • Reset your password using the “Forgotten Password” link and answer your predetermined security question if prompted.
  • If you are using a keyboard, try using a different physical keyboard or use the onscreen keyboard function if applicable to ensure there are no issues with the keys.


This always seems to happen during the busiest part of your day when you can’t afford any interruptions. Suddenly your computer begins responding slowly and your frustration levels start to rise.


  • Ensure you don’t have too many apps/programs running on your computer at the same time.
  • Restarting your computer can sometimes clear out temporary files and processes that are slowing your computer down.
  • Run a full system scan to check for any malware or viruses that could slow your computer down.
  • Consider upgrading your system’s RAM or using an SSD if you are constantly running out of memory.
  • Update Windows and Drivers and ensure you have the latest updates installed.


You have a board report to put together in an hour and you are having problems printing documents.


  • Make sure the printer is turned on and that the printer is in your print list and showing up for you to print to. Try turning the printer on and off and waiting a few seconds for this to reset.
  • Check your printer connection and see that it is properly connected to your computer network. If connected to WIFI, ensure your WIFI is connected.
  • Clear the print queue. Sometimes a stuck job can cause printer issues.
  • For windows users, run a printer troubleshooter that can automatically fix many common printer problems.
  • Reinstall the latest drivers from the manufacturers’ website which may resolve the problem.
  • For issues such as paper jams etc., refer to the user manual or instructions given on your printer's display indicating where the possible jam is and how to rectify this issue.


This can be a complicated scenario and removing the infected computer from the company’s network immediately is of the upmost importance to prevent the virus from impacting the company more widely.


  • There are ways to remove a virus yourself but consider help from a professional technician first.
  • If you want to look at removing the virus yourself, firstly disconnect from the internet and enter safe mode on your computer. This will prevent viruses from running.
  • Run a virus scan and follow the instructions provided by your antivirus software provider.
  • Once you have removed the virus, change all passwords.
  • Update your system and install any pending updates to patch vulnerabilities.


This is a common problem faced by users using a wireless keyboard and or mouse.


  • Determine if the Bluetooth connection between the mouse/keyboard and computer are working.
  • Change the batteries within your device.
  • Restart your computer, sometimes a simple restart can resolve connectivity issues.
  • Plug your mouse and keyboard into different ports to rule out a faulty port.


This could be due to a range of reasons including a flat battery, no power to your device, your device is not plugged in and so on.


  • Check your power supply and see that your computer is plugged in.
  • Listen for beeps when you start your computer, these beeps can indicate specific issues. Refer to your motherboard’s manual for more information.
  • Check for loose components such as sticks and cables.
  • Monitor the connection of your monitor, that it is plugged in and set to the correct input. You could try connecting to an alternative display if possible.


You have a file you are working on collaboratively with one of your colleagues and all of a sudden you are unable to access the file through your shared drive such as SharePoint.


  • This will generally involve an IT helpdesk remapping your network connection so that the user has their shared drive access reinstated.              
  • You can ping the server to make sure you are able to connect with it as a first response.

Fixing IT issues generally requires a systematic approach and the skill set of a technician to assist in troubleshooting more specific areas of concern. Investing in an IT helpdesk will not only improve user experience, but enhance efficiency, reducing your business costs. It is an essential tool for any organisation that relies heavily on IT services to operate efficiently.

If you would like more information on how Powernet’s helpdesk can assist you and your business, please reach out to one of our friendly staff who will be more than happy to provide you with further information.

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