Support - Computer Q & A
General Troubleshooting
Q. My computer seems to be dead. What should I do?
A. First, check the back of your computer to make sure the master power switch is on. This is usually a small black rocker switch marked with a 0/off and 1/on. Make sure this is set to the 1/on position. Also, while you’re back there make sure that the computer’s main power cable is securely plugged into the back of the computer. These power cables are detachable and can come loose if they’re pulled on. Follow this cable to where it plugs into power, usually into a power bar/surge suppressor or directly into a wall outlet, and make sure it’s snugly connected and that the power bar is turned on if applicable. Next, press and release the power button on the front of computer - it should turn on. If not, contact us to have your computer repaired. See our repairs page for details.
Q. My computer turns on, but there is no image on the monitor. What should I do?
A. Most monitors have a small LED power indicator. Check to see if this is illuminated. If not, try pressing the monitor’s power button. If it’s still dead check that the monitor’s power cable is securely plugged in at both ends, and if it’s plugged into a power bar, make sure the power bar is turned on. Then try the monitor’s power button again. If the power button lights up, wait a few seconds for an image to appear on the screen - if you still get no image, try moving your mouse and/or pressing the spacebar in case your computer has gone into sleep mode. Wait a few more seconds to see if the computer “wakes up” and restores your screen image. If you still get no image on the screen, check that the video cable from the back of your monitor is securely connected to the appropriate jack on the back of your computer. If not, your monitor or your computer may be defective. Contact us to arrange further troubleshooting and repair. See our repairs page for details.
Q. My computer seems to be frozen, but I can still move the mouse pointer on the screen. Now what?
A. Press the keyboard combination of Ctrl-Alt-Del to bring up the Windows Task Manager. This will show you a list of the programs that are running, and from here you can attempt to end the program that has caused your computer to freeze.
Q. My computer seems to be completely frozen. The mouse pointer won't move and the keyboard doesn't work. What should I do?
A. If your computer has a reset button, push it now. This will restart the computer. If your computer doesn't have a reset button, push and hold the power button for several seconds to shut off the computer, and then push and release the same button to restart it. Monitor your systems's restart closely for any error messages or abnormal behaviour that may have caused the computer to freeze. If the computer freezes again after restarting, there is most likely a hardware or software problem that needs to be corrected by a technician. Contact us to arrange a repair, or see our repairs page for details.
Q. When I turn on my computer, Windows does not start up and I get an error message about a file that's corrupt or missing. What's wrong?
A. This happens when one or more system files that Windows needs to start your system are missing or damaged. This can happen if a hardware component in your computer is starting to fail, or has failed completely. Your Windows installation will need to be repaired, and often the hardware component that caused the problem in the first place will need to be repaired or replaced. Contact us to repair this problem for you, or see our data recovery page and repairs page for more information.
Q. My computer seems much noisier than it used to be. Should I be worried?
A. Increased noise from your computer can mean a few different things, but it's almost never good news. Cooling fans that are heavily obstructed by built-up dirt and dust can cause increased noise, and more importantly, poor cooling. This can lead to premature failure of other important components of your computer, like your hard disk drive and power supply. Increased hard disk drive noise is often an early warning sign of impending failure of the drive and should be addressed as soon as possible to prevent data loss. Contact us to have your noisy computer serviced before any serious damage or data loss occurs. Check out our maintenance page and repairs page for more information.
Q. My computer has always been very noisy. What can be done to make it quieter?
A. Special premium low-noise components are available to quiet down your noisy PC. On most computers we can offer you a dramatic reduction in overall system noise by replacing some key cooling components. Contact us to arrange this or check out our upgrades page for more details.
Internet & Email
Q. My internet doesn't seem to be working. What should I do?
A. Try opening a different webpage. The site you're attempting to visit may be temporarily offline with technical difficulties. If no other websites seem to be available, try restarting your computer. If you still can't access the internet after restarting, contact your internet service provider's technical support department for further help. If they tell you everything is fine, contact us to arrange repair. Check out our on-site service page for details.
Q. When I open my web browser, instead of seeing my home page I see a different page that I don't want and I can't seem to change it back to my home page. What's wrong?
A. This is most likely a "browser hijack" that has taken over control of your web browser. These often require some technical expertise to remove, and if not done carefully, removal can cause other browser problems. We recommend that you contact us to correct this for you. Check out our spyware page for more details.
Q. I can't seem to send or receive email. What should I do?
A. Try to open a webpage in your web browser. If you're not successful, then most likely your internet connection is not working. Contact your internet service provider's technical support department for further help. If they tell you everything is fine, contact us to arrange repair. Check out our on-site service page and repairs page for more information.
Q. When I receive email with file attachments, I cannot open the attachments. What's wrong?
A. Some email programs have a security setting that prevents opening file attachments by default. Look through your email program's configuration options for this setting and change it to enable opening email attachments.
Q. After opening an email attachment, my computer seems to be behaving strangely. What's going on?
A. The attachment you opened most likely contained a virus, which has infected your computer. Use you antivirus software to attempt to find and remove the virus. Restart your computer after any virus removal procedures. If you're still having problems, contact us to have the virus professionally removed. Check out our virus removal page for more information.
Q. I get a ton of junk (spam) email. What can I do about this?
A. Most email providers include junk mail filtering as a part of their service, but you may need to activate this feature. Contact your email provider for help with this. Some email software has enhanced junk mail filtering features, and there is also separate spam blocking software that can be installed on the computer you use to check your email. The effectiveness of these software packages varies, so research thoroughly before you purchase.
Other
Q. Is there an environmentally friendly way to dispose of my old computer?
A. In August of 2007, British Columbia launched an Electronics Recycling Program, offering several locations where you can drop off your old electronics for recycling. More information about this program is available here.
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