F.A.Q.

Questions: General

Why is my computer running slow?



Memory vs. Programs-

• The most common cause for a slow computer we’ve encountered is simply too many programs running at startup for the amount of memory you have. The fix? Either install more memory or reduce the number of programs running when you start your computer!

Spyware and Malware–

• The fastest growing threat to computers today are these forms of malicious software. Not just annoying, Spyware can use your computer to send out spam emails and pop-up advertisements on your computer. Some Spyware (keyloggers) will even record your usernames, passwords and web activity, then send them anonymously to someone who may steal your identity, read your email or even log into your bank’s online website!

Hard Drive Failure–

• If your hard drive is failing it will cause slowness and, in severe cases, freezes or “bluescreens”. If you see these symptoms it is vital that you backup your data as soon as possible.

Why can I NOT access the internet?



Start from the Beginning–

• Sounds simple, but most of these issues can be resolved by turning off your computer and modem (router too, if you have one), check that all cables are tight then restart your system. If you have cable internet, make sure the “online” or “internet” light is steadily lit. If you have high speed internet through your phone line, make sure the “DSL” light is a steady green on your modem.

Go Back in Time–

• Sometimes, network drivers can become corrupted and no longer work. This occurs occasionally when drivers are updated or when new software gets installed. You can use the System Restore utility to roll back your computer to an earlier date. If you need assistance with this, please contact us.

Software Issues-

• Have you uninstalled any security software recently? Sometimes, uninstalling firewalls like Norton, McAfee, etc can shut off your internet connection permanently.

Dust, dirt & pet hair are a computer’s worst enemy. They can cause cooling fans to stop or can obstruct the flow of air so much that your computer may overheat. When this happens, your computer may noticeably slow down or it may just stop dead in its tracks. The only fix

for this is to open the computer and carefully clean out fans, heat sinks and cooling ducts. If this is a laptop, make sure you have adequate airflow to cool the unit. Do not place a laptop on a surface that can block this airflow. Blankets, pillows etc will not only block the cool air, but their fibers can be sucked into the computer, clogging cooling fans and ducts.

When a hard drive starts to fail it can’t properly read or write data to a sector. If it hits one of these sectors, it will sometimes get caught in a loop of trying to access the data and will freeze. Listen to your computer carefully for unusual ticking or clicking sounds and be ready to back up your data and replace your hard drive.

What if my printer is not working?

• Always start with the obvious- is there paper in the tray? Are there any indicator lights on the printer telling you it may be out of ink or that there is a paper jam?

• Next- unplug the printer cable at both ends and plug it back in securely, then restart both the computer and the printer.

• Print a Test Page- On Windows, go to the Start button > Control Panel > Printers and Faxes. Make sure your printer has a small check mark on it, if not, right click on your printer and select Set as Default Printer. Now double click on your printer and delete any documents in the queue, then close the queue. Now, right click on your printer and choose Properties and click the Print Test Page button. On a Mac, go to the System Preferences > Print & Fax. Then select your printer. Right click *or control-click* on your printer and select Set Default Printer. Now click on Open Print Queue. Delete any documents out of the print queue, then from the Apple menu click Printer and select Print Test Page.

Questions: Remote Support

• What is online remote computer support?

Online computer repair, also known as remote computer support is the practice of having your computer worked on by a technician over the internet. The technician can view your screen and move the mouse and keyboard safely from a remote location.
The benefits of online computer include:

• Is it safe and secure?

Secure?
Yes. When you connect to one of our certified technicians, the connection is encrypted using a 128-bit key. The same high level of security used when transmitting sensitive information online when using online banking or purchasing from reputable retailer. Also, you are in complete control of the remote session and can take control of the mouse anytime or you can end the session immediately.

• How much does it cost?


We offer different service options: Flat Fee, pay-by-the-minute, and monthly subscription.

• How long does it typically take to solve the problem?


Most support sessions take about an hour to hour and a half. The session may be much shorter or longer depending on the number of and severity of issues. In some cases when a computer is heavily infected with viruses and/or spyware, work may need to continue by doing an in-home or in-office onsite visit.

• Can a technician access my computer after the work is completed or without my consent?


No, the connection to our system must be initiated by you the customer. Every time our experts access your computer a program is temporarily installed to allow access. Once we are finished working, we log off the session and the program that allows access is completely removed from your computer.