Troubleshooting
Contents: Troubleshooting Skills
Troubleshooting Skills
Restart a Device
Check Internet Connection
Update Software
Clear Cache & Cookies in Browsers
Check for Viruses & Malware
Ensure Cables are Securely Connected
Use the Help Function
Adjust Accessibility Settings
Manage Apps and Programs
Consult Online Forums & Guides
Troubleshooting Skills
1. Restart the Device
Skill: Learning how to properly shut down and restart a device.
Purpose: This can resolve many common issues like slow performance, apps not working correctly, or connectivity problems.
2. Check Internet Connection
Skill: Understanding how to check if the device is connected to Wi-Fi and troubleshooting basic connectivity issues.
Purpose: Ensures that problems related to internet-based services (like browsing or streaming) are not due to a lack of internet access.
3. Update Software
Skill: Checking for and installing software updates on the device.
Purpose: Updates can fix bugs, improve performance, and enhance security.
4. Clear Cache and Cookies in Browsers
4. Clear Cache and Cookies in Browsers
Skill: Clearing the cache and cookies on web browsers.
Purpose: This can resolve loading or formatting issues on websites.
5. Check for Viruses and Malware
Skill: Using antivirus software to scan the device for malicious software.
Purpose: Keeps the device secure by detecting and removing harmful threats that could compromise personal data or performance.
6. Ensure Cables are Securely Connected
Skill: Checking all physical connections, like power cables and USB cables, to ensure they are plugged in tightly.
Purpose: Loose connections can cause power issues or peripheral devices (like printers or external drives) not to work properly.
7. Use the Help Function
Skill: Utilising the built-in help function or support website of the device’s operating system or software.
Purpose: To get specific guidance on using features or troubleshooting issues related to the software or device.
8. Adjust Accessibility Settings
Skill: Learning to modify the device’s accessibility settings to suit personal needs.
Purpose: To enhance usability, especially for users with visual, hearing, or physical limitations.
9. Manage Apps and Programs
Skill: Knowing how to close, uninstall, or reinstall apps and programs.
Purpose: Can solve issues related to specific apps and free up system resources.
10. Consult Online Forums & Guides
Skill: Searching for solutions on trustworthy forums and support websites.
Purpose: To find fixes for more specific problems, based on the experiences and advice of other users.
Restart a Device
Restarting a Smartphone or Tablet
For Android Devices
Press and Hold the Power Button: Locate the power button (usually on the side or top of the device) and hold it down for a few seconds.
Select ‘Restart’ or ‘Reboot’: A menu will appear with options like Power off, Restart, or Reboot. Tap ‘Restart’ or ‘Reboot’. If there's no direct restart option, power off the device and then turn it back on after a few seconds.
Wait for the Device to Restart: The device will shut down and restart automatically. This process may take a few moments.
For iOS Devices (iPhone, iPad)
Press and Hold the Side Button (or Top Button on some older models): Hold the button until a slider appears on the screen.
Slide to Power Off: Drag the slider, and your device will turn off.
Turn the Device Back On: Press and hold the Side (or Top) button again until the Apple logo appears.
Restarting a Computer
For Windows PCs
Click on the Start Menu: Click the Start button (Windows icon) in the bottom-left corner of your screen.
Access the Power Options: Click the Power icon, which looks like a circle with a vertical line at the top.
Choose ‘Restart’: Select ‘Restart’ from the options. Your computer will close all open applications, shut down, and then turn back on.
For Mac Computers
Click the Apple Menu: Located in the top-left corner of the screen.
Choose ‘Restart’: Select ‘Restart’ from the dropdown menu.
Confirm Restart: If you have any open documents, you’ll be prompted to save them. Confirm that you want to restart the computer.
Restarting Smart Home Devices
Locate the Power Source: For devices like smart speakers or routers, the restart process generally involves disconnecting the device from power.
Unplug the Device: Remove the power cord from the electrical outlet. Wait about 10-30 seconds.
Reconnect the Device: Plug the device back into the electrical outlet. It will go through its startup process.
General Tips
Save Your Work: Before restarting any device, make sure to save any open documents or work to avoid losing data.
Check for Updates: Sometimes, devices need to be restarted to complete software or app updates. Ensure your device is up to date to keep it running smoothly.
Regular Restarts: Regularly restarting your device can help clear temporary files and free up memory, improving performance.
Check Internet Connection
Checking an Internet Connection on a Computer
Windows PC
Windows PC
Look at the System Tray: On the bottom right of your screen, look for the Wi-Fi icon. A full icon indicates a strong connection, while a limited or no connection will have a yellow exclamation mark or a red X.
Use the Troubleshooter: Right-click on the network icon. Select "Troubleshoot problems". Follow the prompts to let Windows diagnose and solve connectivity issues.
Check Network Settings: Press Windows Key + I to open Settings.
Go to "Network & Internet". The status page will show if you are connected to the internet. If there are connectivity issues, follow on-screen tips to try to fix them.
MacOS
Check the Menu Bar: Look for the Wi-Fi icon on the top right. A connected icon indicates an active connection; a greyed-out icon suggests it’s not connected.
Use Network Diagnostics: Click on the Wi-Fi icon while holding down the Option key. Select "Open Wireless Diagnostics". Follow the on-screen instructions to detect any issues.
Look at Network Preferences: Click the Wi-Fi icon and select "Open Network Preferences". It will show your network connections and any issues directly under the status.
Checking an Internet Connection on a Smartphone or Tablet
Checking an Internet Connection on a Smartphone or Tablet
Android Devices
Android Devices
Check Status Icons: Swipe down from the top of the screen to open the notification panel. Look for the Wi-Fi or mobile data icon. A connected icon means the internet is accessible.
Use Settings: Go to "Settings" > "Network & internet" > "Wi-Fi".
If Wi-Fi is connected, it will show the network name. Tap on it to view connection details or to forget and reconnect if there are issues.
iOS Devices (iPhone, iPad)
Look at the Status Bar: The Wi-Fi icon or cellular data icon (like 4G, LTE) appears in the status bar. A connected icon means there’s an internet connection.
Check in Settings: Go to "Settings" > "Wi-Fi" or "Mobile Data".
If connected, it will display the network. If there are issues, try toggling Wi-Fi off and on or enable "Airplane Mode" briefly, then disable it to reset connections.
Additional Tips
Restart the Device: Often, simply restarting the device can resolve connectivity issues.
Check the Router: If all devices in your home cannot connect, check your router (if applicable). Ensure it's turned on and lights indicate a normal status. Try restarting the router by unplugging it, waiting a minute, and plugging it back in.
Contact Your ISP: If problems persist and it seems the issue might be with the service itself, contact your Internet Service Provider for help.
Update Software
Updating Software on a Windows PC
Windows Update:
Click on the Start menu and open Settings (the gear icon).
Select ‘Update & Security’.
Click on ‘Windows Update’, then click ‘Check for updates’. If updates are available, click ‘Install now’.
Follow any on-screen instructions to complete the update process.
Update Individual Applications
Most applications will alert you to updates when you open them. You can usually find update options in the Help menu or within the settings of the app.
For applications downloaded from the Microsoft Store, open the Store, click on the three dots in the top right corner, and select ‘Downloads and updates’. From there, you can see available updates and choose to install them.
Updating Software on a Mac
macOS System Updates
Click on the Apple menu in the top left corner of your screen and select ‘System Preferences’.
Click on ‘Software Update’. If updates are available, click ‘Update Now’.
Enter your administrator password if prompted and follow the on-screen instructions to install the update.
Update Mac Apps
Open the App Store on your Mac.
Click on ‘Updates’ in the sidebar. If updates are available, click ‘Update All’ or select individual apps to update.
Enter your Apple ID password if prompted.
Updating Apps on Android Devices
Update via Google Play Store:
Open the Google Play Store app.
Tap the menu icon (three horizontal lines), then tap ‘My apps & games’.
Apps with available updates are listed under ‘Updates’. Tap ‘Update’ next to each app or ‘Update All’ to update all apps at once.
Updating Apps on iOS Devices
Update via App Store:
Open the App Store.
Tap on your profile icon at the top of the screen.
Scroll to see pending updates and release notes. Tap ‘Update’ next to an app to update it, or tap ‘Update All’ to update all apps.
General Tips for Updating Software
Automatic Updates: Enable automatic updates in your device’s settings. This can help keep your system and apps up-to-date without having to manually check and install updates.
Regular Checks: Even with automatic updates enabled, it’s good practice to manually check for updates regularly, especially for critical software like operating systems and antivirus programs.
Backup Your Data: Before performing significant updates, especially system updates, it's wise to back up your data. This protects your files in case something goes wrong during the update process.
Clear Cache & Cookies in Browsers
Google Chrome
Open Chrome
Click on the three dots in the upper-right corner to open the menu.
Go to Settings
Select 'Settings' from the dropdown menu.
Privacy and Security
Click on ‘Privacy and security’ on the left side.
Select ‘Clear browsing data’.
Choose What to Clear
A box will appear. Check the boxes next to ‘Cookies and other site data’ and ‘Cached images and files’.
You can choose the time range to clear, from ‘Last hour’ to ‘All time’.
Clear Data
Click ‘Clear data’ to remove your selected items.
Mozilla Firefox
Open Firefox
Click on the three horizontal lines in the upper-right corner to open the menu.
Select 'Options' from the dropdown menu.
Privacy & Security
Click on ‘Privacy & Security’ on the left sidebar.
Scroll down to ‘Cookies and Site Data’.
Clear Data
Click on ‘Clear Data’.
Check ‘Cookies and Site Data’ and ‘Cached Web Content’.
Click ‘Clear’ to confirm.
Microsoft Edge
Open Edge
Click on the three dots in the upper-right corner to open the menu.
Settings
Select 'Settings' from the dropdown menu.
Privacy, Search, and Services
Click on ‘Privacy, search, and services’ on the left sidebar.
Choose What to Clear
Under ‘Clear browsing data’, click on ‘Choose what to clear’.
Select ‘Cookies and other site data’ and ‘Cached images and files’.
Choose the time range
Clear Now
Click ‘Clear now’ to remove the selected data.
Safari (for macOS)
Safari (for macOS)
Open Safari
Click on ‘Safari’ in the top menu.
Preferences
Select ‘Preferences’ from the dropdown menu.
Privacy
Click on the ‘Privacy’ tab.
Manage Website Data
Click on ‘Manage Website Data’. You can see a list of all the websites storing data.
Remove All
Click ‘Remove All’ to delete the stored data.
Confirm by clicking ‘Remove Now’ in the pop-up window.
General Tips
Frequency: Clear your cache and cookies regularly to keep your browser running smoothly.
Sign Out: Remember that clearing cookies will sign you out of most websites.
Specific Sites: If you're experiencing issues with a specific site, consider clearing data just from that site rather than clearing everything.
Check for Viruses & Malware
Installing Antivirus Software
Choose an Antivirus Program:
Download and Install:
Visit the official website of the antivirus software.
Download the software. Be sure to download from the official site to avoid fake programs that could be malware.
Follow the installation instructions provided by the software.
Running Antivirus Scans
Open Your Antivirus Software:
Locate the antivirus program on your computer and open it. This is usually accessible via a shortcut on your desktop or in your system tray (bottom-right corner).
Update Virus Definitions:
Before running a scan, ensure your antivirus definitions are up-to-date. There should be an option like ‘Update’ or ‘Check for Updates’ in the dashboard.
Updating ensures the software can recognise the latest threats.
Run a Full System Scan:
Select the option to run a full system scan from the software’s dashboard. This scan checks all files and programs on your computer.
Scanning can take several hours depending on the size of your hard drives and the speed of your computer.
Review the Scan Results:
Once the scan is complete, review the results. The software will display any threats found and suggest actions to take, such as quarantining or deleting infected files.
Follow the recommended actions to deal with any malware.
Scheduling Regular Scans
Set Up Scan Schedule:
Most antivirus programs allow you to schedule scans automatically. Set up a regular schedule for scanning your computer (e.g., weekly).
Ensure your computer is typically on at the scheduled scan time.
Keeping Software Updated
Regular Updates: Keep your operating system, browsers, and all installed software updated. Developers often release security patches through updates.
Using Real-Time Protection
Enable Real-Time Protection: Ensure that your antivirus’s real-time protection is enabled. This feature scans files as they are accessed and blocks malware before it can cause damage.
Being Cautious with Emails and Downloads
Email Attachments: Be wary of unsolicited email attachments or links. These are common methods for spreading malware.
Safe Downloading Practices: Only download files from reputable websites. Avoid clicking on suspicious pop-ups or ads.
Using Additional Security Tools
Malware Removal Tools: Consider using a malware removal tool like Malwarebytes in addition to your antivirus for extra protection.
Firewall: Ensure your firewall is enabled. It helps protect your device from unauthorised access.
Ensure Cables are Securely Connected
Identifying Different Cables
First, recognise the types of cables you might be dealing with:
USB Cables (for connecting peripherals like keyboards, mice, or charging mobile devices)
Ethernet Cables (for wired internet connections)
Power Cables (for providing power to devices)
HDMI Cables (for audio/video connection between devices like monitors, TVs, and laptops)
Audio Cables (like 3.5mm jacks for speakers or headphones)
Steps to Ensure Cables Are Securely Connected
Check the Condition of the Cable
Inspect for Damage: Before connecting, inspect the cable for any visible signs of wear or damage, such as fraying or bent connectors. A damaged cable can cause unstable connections and should be replaced.
Connect Cables Properly
Align the Connector: Make sure you have the cable oriented correctly. USB, HDMI, and Ethernet cables have specific shapes that match their ports. Forcing a cable in the wrong orientation can damage the port.
Insert Gently but Firmly: Insert the cable connector into its corresponding port gently but firmly until it feels securely connected. For USB and HDMI, you shouldn’t see any part of the metal connector if properly inserted.
Hear the Click: For some connectors like Ethernet and audio jacks, a clear 'click' sound indicates the cable is locked in place.
Avoid Forcing: If the cable doesn’t fit easily, double-check its orientation and type. Never force a cable into a port.
Check the Connection Stability
Tug Test: Gently tug on the cable to see if it slips out or wobbles. It shouldn’t move freely if it's properly connected. Do this gently to avoid damaging the cable or port.
Visual Check: Ensure no part of the connection is loose or hanging out of the port.
Manage Cable Placement
Avoid Stretching: Arrange your device and the connected component so that there is no tension in the cable. Stretching a cable can loosen a connection and damage the cable over time.
Secure Slack: Use cable ties or clips to manage excess cable length and prevent pulling or tripping over loose cables.
Test the Connection
Power Test: For power cables, check if the device powers on with a stable connection.
Signal Test: For HDMI or Ethernet, check if the transmission (video, audio, or internet) is working correctly without interruptions.
Device Recognition: For USB devices, ensure that the connected device is recognised and functioning.
Regular Maintenance
Routine Checks: Regularly check connections to ensure they remain secure, especially for devices that are moved or adjusted frequently.
Clean Ports and Connectors: Keep ports and connectors free of dust and debris by gently cleaning them with appropriate tools. This helps maintain a good connection and prevents damage.
Seek Professional Help if Unsure
If you’re unsure about how to connect or secure a cable, consult the device’s user manual or seek help from a professional. This is especially important for connections that involve high voltage or complex setups.
Use the Help Function
Accessing the Help Function
On Windows
On Windows
Using the Help Menu:
Most Windows applications, such as Microsoft Office (Word, Excel), have a dedicated Help menu in the top menu bar. Click on Help and select View Help or simply press F1. This action usually opens a help window related to the context or provides a searchable help guide.
Using the Search Bar:
In newer versions of Windows (like Windows 10 and 11), you can use the search bar next to the Start menu. Type keywords related to your help query (e.g., “how to print a document”) and select the best match. Often, this search will pull up system settings and online help articles.
On MacOS
Finder Help:
In any active application, you can access the help function by clicking on the application name in the top menu bar (next to the Apple logo) and selecting Help. For example, if you’re using Safari, click on Safari in the menu bar and then select Safari Help.
Use the search bar within the Help menu to type in your question or keyword.
Spotlight Search:
You can also use Spotlight by pressing Command + Space and typing your query, such as “how to organise photos,” which will suggest relevant help articles or system preferences.
Online and Mobile Apps
Built-In Help or Support:
Apps like Google Docs, Adobe Reader, or even mobile apps typically include a Help or Support section in their menu, often indicated by a question mark (?) icon. Tap or click on this to access FAQs, user forums, and sometimes live support.
Use the App’s Settings Menu:
Often under Settings or Options, there’s a section for help or support where you can access guides, tutorials, and contact support.
Tips for Using Help Functions Effectively
Be Specific with Queries:
When searching for help, be as specific as possible with your queries to improve the relevance of the results. For example, instead of searching “error,” type in the actual error message or code if available.
Take Advantage of Tutorials and Forums:
Many help functions include links to tutorials, detailed guides, and user forums. These resources can provide step-by-step instructions and solutions from other users who might have had similar questions or issues.
Bookmark Helpful Pages:
If you find a helpful article or video, bookmark it in your browser for easy access in the future, or if applicable, save the information within the app itself.
Regular Updates:
Ensure your software is regularly updated, as help guides are often updated in tandem with software updates to address new features or issues.
Example of Using Help Functions
Microsoft Word: If you need to know how to insert a table in Word, open Word, press F1, and type “insert table” into the search bar. The help function will provide articles or even step-by-step guidance on how to perform this task.
Adjust Accessibility Settings
Windows PC
Open Accessibility Settings:
Click on the Start menu, and then select "Settings" (the gear icon).
Click on "Ease of Access," which is designed for adjusting accessibility settings.
Adjust Visual Settings:
Under "Display," you can change the size of text, apps, and other items, and adjust brightness.
Under "Magnifier," you can turn on a magnifier to enlarge parts of your screen for easier viewing.
Adjust Audio Settings:
In the "Audio" section, turn on audio descriptions for videos, and adjust other sound settings like turning on visual notifications for sounds.
Use Speech Recognition:
Under "Speech," enable speech recognition to control your PC with your voice.
Keyboard and Mouse Settings:
Modify settings under "Keyboard" or "Mouse" to adjust how they work. For example, turn on "Sticky Keys" if pressing keyboard shortcuts is challenging.
MacOS
MacOS
Open Accessibility Preferences:
Click on the Apple menu > "System Preferences" > "Accessibility."
Visual Adjustments:
Select "Display" to customise display options such as colour inversion or contrast adjustments.
"Zoom" allows you to magnify the entire screen or just parts of it.
Hearing Options:
In "Audio," you can enable visual alerts for sound or adjust balance and volume.
Speech Options:
The "Speech" section lets you enable text-to-speech features, where your Mac can read aloud text on the screen.
Motor Accessibility:
Under "Mouse & Trackpad," you can adjust tracking speed, or under "Keyboard," you can activate "Slow Keys" or "Sticky Keys."
Android Devices
Open Accessibility Settings:
Go to Settings > "Accessibility."
Visibility Enhancements:
Adjust settings such as text size, high-contrast text, colour correction, or magnification.
Hearing Enhancements:
Activate "Live Transcribe," "Sound Amplifier," or "Caption preferences" to assist with hearing difficulties.
Interaction Controls:
Modify how you interact with your device, including "Switch Access," "Touch and hold delay," and "Gesture navigation."
iOS Devices (iPhone, iPad)
Open Accessibility Settings:
Go to Settings > "Accessibility."
Vision Settings:
Tap on "Display & Text Size" for options like larger text, bold text, increased contrast, or smart invert.
Use "VoiceOver" for spoken feedback or "Magnifier" to use your device as a magnifying glass.
Hearing Settings:
Enable "Hearing Devices," "LED Flash for Alerts," or set up "Live Listen" to use your device with hearing aids.
Physical and Motor:
Tap on "Touch" and enable "AssistiveTouch" to use your device if you have difficulty touching the screen or require adaptive accessories.
General Tips
General Tips
Experiment with Settings: Spend some time exploring different settings to find what works best for your needs.
Look for Shortcuts: Many systems allow you to set up accessibility shortcuts, making it quick and easy to turn on or off features.
Consult Help Sections: Most devices have detailed help sections related to accessibility features. Use them to understand features better.
Manage Apps & Programs
On Windows PC
Install Applications:
Download software from trusted sources or use the Microsoft Store.
Run the installer and follow on-screen instructions to complete the installation.
Uninstall Applications:
Click the Start menu, then go to "Settings" > "Apps."
Scroll through the list to find the application you want to uninstall.
Click on the app, and select "Uninstall." Follow the on-screen prompts to remove the software.
Update Applications:
For apps downloaded from the Microsoft Store, open the Store, click on the three dots in the upper-right corner, and choose "Downloads and updates."
For other applications, check for updates within the app settings or help menu, or visit the software developer’s website for the latest version.
On MacOS
Install Applications:
Download applications from the Mac App Store or from trusted developers’ websites.
If from the App Store, click "Get" and then "Install."
If downloaded from the internet, open the .dmg file, then drag the application icon to your "Applications" folder.
Uninstall Applications:
Open the "Applications" folder in Finder.
Drag the application you want to uninstall to the Trash, or right-click (control-click) on the app and select "Move to Trash."
Empty the Trash to permanently remove the app.
Update Applications:
For apps from the Mac App Store, open the App Store and click on "Updates."
For other applications, check the application’s menu for an update option, or visit the developer's website.
On Android Devices
Install Apps:
Open the Google Play Store.
Search for the app you wish to install, then tap "Install."
Uninstall Apps:
Go to "Settings" > "Apps" or "Application Manager."
Select the app you want to uninstall.
Tap "Uninstall" and confirm.
Update Apps:
Open the Google Play Store.
Tap your profile icon, then select "Manage apps & device."
Go to "Manage," select the apps you want to update, or tap "Update all" to update all apps.
On iOS Devices (iPhone, iPad)
Install Apps:
Open the App Store.
Search for the app, select it, and tap "Get" or the download icon, then authenticate to install.
Uninstall Apps:
Press and hold the app icon on your Home screen.
Tap "Remove App" > "Delete App" > "Delete" to confirm.
Update Apps:
Open the App Store.
Tap your profile icon at the top of the screen.
Scroll down to see available updates and tap "Update" next to an app, or "Update All" to update all apps.
General Tips
Regularly Review and Clean Up: Periodically review apps and programs you no longer use and uninstall them to free up space and resources.
Check Permissions: Regularly review the permissions granted to apps, especially on mobile devices, to ensure they only have access to necessary information.
Back Up Important Data: Before uninstalling apps or performing major updates, back up important data to avoid accidental loss.
Consult Online Forums & Guides
Choosing the Right Forums and Guides
Identify Reputable Sources:
Look for forums and guides with a strong reputation in their respective fields. Popular technology forums include Stack Exchange, Reddit, and specialised forums like AVForums for audio-visual enthusiasts or Overclockers UK for PC building.
Check for Active Communities:
Active communities are more likely to provide timely and accurate responses. Check if there are frequent posts and responses from a variety of users.
Ensure the Forum is Relevant:
Make sure the forum or guide covers the specific area you’re interested in. For instance, if you're looking for coding help, forums like Stack Overflow are highly beneficial.
How to Use Online Forums
Register and Create an Account:
Most forums require you to create an account to participate. Sign up with an email, and choose a username that preserves your privacy.
Read the Rules and Guidelines:
Before posting, ensure you read the forum’s rules and guidelines. This helps you understand what is acceptable, how to format your questions, and the type of content that is encouraged.
Use the Search Function:
Before asking a question, use the search function to see if your query has already been answered. This prevents duplicate threads and helps you get answers quicker.
Post Clear, Concise Questions:
When posting a question, be clear and specific. Provide all necessary details that might help others understand and answer your query effectively.
Use proper spelling and grammar to ensure clarity.
Participate Respectfully:
Engage with other forum members respectfully, even when disagreements arise. Respectful communication encourages more helpful responses and maintains a positive community environment.
How to Consult Online Guides
Identify Authoritative Guides:
Look for guides written by experts or enthusiasts with credentials or a strong following in the topic. Websites like How-To Geek, TechRadar, or specific educational sites like BBC Bitesize offer reliable information.
Check the Publication Date:
Technology and best practices evolve rapidly, so it’s important to consult up-to-date guides. Check the publication or the last updated date to ensure relevancy.
Follow Along Step-by-Step:
Many guides are structured in a step-by-step format. Follow these steps closely to achieve your intended outcome, especially for technical tasks.
Watch Tutorial Videos:
Some guides include video tutorials. Watching these can provide a clearer understanding through visual demonstration, which can be particularly helpful for complex or practical tasks.
Bookmark and Share Useful Resources
Save Helpful Guides: Bookmark guides that you find particularly useful for easy future access.
Share Knowledge: If you find a helpful guide or forum thread, consider sharing it with others who might benefit from it as well.