Computer not working properly
Let’s check the obvious things first. Tell us what is happening and we’ll go through a few safe checks. Most take less than a minute.
Turn on JavaScript to go through the checks one step at a time. Here they are as a list:
Close the frozen program
On Windows, press Ctrl + Shift + Esc, select the program and choose “End task”. Ctrl + Alt + Delete gets you there too. On a Mac, press Option + Command + Esc and choose “Force Quit”.
Careful: Unsaved changes in that program may be lost.
Restart the computer
Save your open files and choose “Restart”, not “Shut down” or “Sleep”. A restart clears many temporary problems.
When did it start?
This helps us get to the cause faster.
Is there an error message?
If there is a message on screen, write it down or take a photo with your phone. The exact wording often points to the cause. You can send us the photo at the end.
Wait a minute or two
Sometimes the computer is busy with an update or a heavy task and recovers on its own. If the screen says updates are being installed, don’t turn it off. Let it finish.
Turn it off and on again
If nothing responds after a few minutes, hold the power button for about 10 seconds until the computer switches off. Wait a moment, then turn it on.
Careful: Only when the computer doesn’t respond to anything. Unsaved work will be lost.
Close the programs you are not using
Lots of open programs and browser tabs slow any computer down. Close the ones you don’t need and see whether it helps.
Check whether updates are installing
Windows or macOS updates slow the computer down while they install. If one is waiting for a restart, let it finish.
Check the power
The cable should be plugged in firmly at the wall and at the computer. For a laptop, check that the charger is connected and its light is on.
Careful: Don’t open the computer or touch anything inside. If you smell burning, see sparks or something is hot, unplug it and call us.
Try another socket
Plug the computer into a socket you know works, for example the one you charge your phone from. If you use a power strip, try without it.
Still not working? Send us the details