Computer Troubleshooting

1. Plug in the charger and leave it for at least 15 minutes. A fully drained battery may not respond straight away.
2. Check the charger: try a different wall outlet, make sure both ends of the cable are firmly connected, and look for a charging light.
3. Unplug any USB drives, docks and external displays.
4. Hold the power button for 15–20 seconds, release it, then press it normally.
5. If the power light turns on but the screen stays black, connect an external monitor if you have one. If you see a picture there, the problem is likely the screen.

Still not working? It may be the charger, battery or motherboard. Book a diagnostic.

1. Restart the computer. Choose Restart rather than just closing the lid.
2. Close programs and browser tabs you aren't using.
3. See what's using the most memory and processor:
   • Windows: press Ctrl + Shift + Esc to open Task Manager.
   • Mac: open Activity Monitor (Applications → Utilities).
4. Make sure you have free storage. Aim for at least 10–15% of the drive free. Empty the recycle bin or trash and remove large files you no longer need.
5. Install updates:
   • Windows: Settings → Windows Update.
   • Mac: System Settings → General → Software Update.
6. Remove programs that start automatically and you don't need. On Windows, use Task Manager → Startup apps. On a Mac, use System Settings → General → Login Items.

Still slow? An older hard drive or low memory is often the cause. An SSD or RAM upgrade can make a big difference. See upgrade prices.

• Windows: press Ctrl + Shift + Esc, select the program, then choose End task.
• Mac: press Command + Option + Esc, select the program, then choose Force Quit.

Unsaved work in that program may be lost.

1. Check that Wi-Fi is turned on and airplane mode is off.
2. Check whether other devices can connect. If none can, restart your modem and router: unplug them for 30 seconds, plug them back in, and wait 2–3 minutes.
3. Forget the network on your computer, then reconnect and re-enter the password.
4. Restart the computer.
5. Install system updates, which often include network driver fixes, once you have a connection, for example through a wired cable or phone hotspot.

Still no Wi-Fi? The wireless card or its antenna may need attention. Book a diagnostic.

1. Use it on a hard, flat surface. Beds, blankets and laps block the air vents.
2. Close heavy programs and browser tabs, and check Task Manager or Activity Monitor for anything using a lot of processor.
3. Keep the vents clear, and don't use it in direct sun.

Still overheating? Dust build-up and dried thermal paste are common causes. Our internal cleaning service usually fixes this.

1. Try another outlet, and check the cable and charging port for damage or debris.
2. Use the charger that came with the computer, or one with the correct wattage.
3. Lower screen brightness and close programs you aren't using.
4. Check the battery's health:
   • Windows: the manufacturer's support app often shows it.
   • Mac: System Settings → Battery → the ⓘ next to Battery Health.

Battery worn out? We replace batteries. See battery replacement. If the battery is swollen, stop using the device (see the warning above).

1. Check the volume and mute settings, and choose the correct output or input device in sound settings.
2. Unplug headphones or Bluetooth audio devices, which can take over the sound.
3. Check app permissions:
   • Windows: Settings → Privacy & security → Camera / Microphone.
   • Mac: System Settings → Privacy & Security → Camera / Microphone.
4. Some laptops have a physical camera shutter or a function key that turns the camera or mic off.
5. Restart the computer.

You can check your speakers, microphone and webcam with our free browser test.

1. Restart the computer.
2. Check whether the trackpad has been turned off with a function key (often marked with a trackpad icon), or in settings.
3. Clean around the keys gently with compressed air. Don't spray liquid on the keyboard.
4. Test every key with our keyboard test to see exactly which keys aren't responding.

Still not working? We replace keyboards and fix trackpads. See repair prices.

1. Adjust brightness. A very dim screen can look black.
2. Windows: press Win + Ctrl + Shift + B to restart the graphics driver. The screen will blink once.
3. Install system and graphics driver updates.
4. Connect an external monitor. If the picture there is fine, the laptop screen or its cable is likely at fault.
5. Use our display test to check for dead pixels and uneven backlight.

Screen cracked or damaged? See screen replacement.

1. Disconnect from the internet if you think something is actively wrong.
2. Don't call phone numbers shown in pop-ups or give anyone remote access to your computer. Real tech companies don't contact you this way.
3. Run a full scan:
   • Windows: Windows Security → Virus & threat protection → Scan options → Full scan.
   • Mac: keep macOS up to date. It includes built-in malware protection.
4. Remove browser extensions and programs you don't recognise.
5. Change your important passwords from a device you trust, and turn on two-factor authentication.

Need a clean start? Our Windows reinstall service gives you a fresh system. Back up your files first.

1. Write down or photograph the error code or message.
2. Undo recent changes: uninstall a new program or driver, or disconnect new hardware.
3. Install all available updates.
4. Check that the drive has free space.

Still crashing? Repeated crashes can point to failing memory or storage. Book a diagnostic and back up your data as soon as you can.

1. Turn it off right away and unplug the charger. Don't turn it back on to check.
2. Disconnect all accessories. Turn the laptop upside down in a tent shape so liquid can drain.
3. Don't use a hair dryer or put it in rice.
4. Bring it in as soon as possible. The sooner it's cleaned, the better the chance of saving it.

Book a liquid-damage assessment.