Troubleshooting

Software

• Updating drivers and BIOS safely
• Installing Microsoft Office or Microsoft 365
• Setting up fingerprint or face sign-in (Windows Hello)

Security and accounts

• Pop-ups, scam warnings or a suspected virus
• Forgot my Windows password or PIN

Storage and data

• Transferring files from my old computer
• Hard drive or SSD not detected

Power and sleep

• Laptop says "plugged in, not charging"
• Laptop won't wake from sleep, or drains in sleep
• My computer won't turn on

Connections

• Printer not working after setup
• External monitor or HDMI not detected
• USB port or device not working
• Wi-Fi won't connect or keeps dropping

Input

• Bluetooth device won't pair
• Trackpad not working or the cursor jumps
• Keyboard backlight won't turn on
• Keyboard keys not working, or typing the wrong characters

Display

• Stylus or pen not working
• Touchscreen not responding
• Text too small or too big, or the wrong resolution
• Screen flickering, lines or dead pixels

Audio, video and calls

• Teams or Zoom can't find my camera or microphone
• Webcam not working or shows a black screen
• Headphones or headset not detected
• Microphone not working
• No sound from speakers

Performance and stability

• Windows Update is stuck or failing
• Running out of storage space
• Laptop is hot or the fan is loud
• Computer shuts down or restarts by itself
• Computer freezes or stops responding
• My PC is running slow

Article

• Blue screens and boot errors
• Docks and external monitors
• Charger doesn't fit or isn't recognised
• Battery drains fast or won't charge: run a battery report
• Keyboard types the wrong symbols