Not every glitch needs a call to IT. Many of the issues we're asked about have quick, safe fixes that anyone can try in a couple of minutes. Keep this checklist handy — it'll get you moving again faster and save support time for the things that genuinely need it.

The golden first move: restart

It's a cliché because it works. A surprising share of problems — a frozen app, no internet, a misbehaving printer — clear up after a proper restart.

How to restart properly

Do this

• Fully shut down and power back on
• Wait a full minute before logging in
• Let the system fully settle before testing again

Not this

• Just locking the screen
• Closing and reopening the lid
• Putting it to sleep and waking it

If the internet isn't working

Connectivity problems are one of the most common calls we receive. Most can be diagnosed quickly with a few simple checks.

Check other devices

Is it just your computer, or is everyone in the office offline? This single check tells you whether the problem is your device or the whole connection — and saves a lot of troubleshooting time.

Check the Wi-Fi

Make sure you're connected to the correct network and haven't accidentally joined a guest network or mobile hotspot. The network name shows in your taskbar or menu bar.

Restart your router

Switch it off at the wall, wait a full 30 seconds, then switch it back on. Give it two to three minutes to fully reconnect before testing again.

Consider load shedding

If the power has just been restored, your router and fibre ONT (the box on the wall) may still be coming back up. Give them three to five minutes before concluding something is wrong.

If an application is slow or frozen

A sluggish or unresponsive app rarely means something serious. Work through these steps in order before reaching for the phone.

1Wait a moment: The application may simply be busy loading data, processing a large file, or waiting on a network response. Give it 30 to 60 seconds before assuming it’s truly frozen.
2Close the app completely and reopen it: Don’t just minimise the window. On Windows, right-click the taskbar icon and choose “Close window”. On Mac, right-click the Dock icon and select “Quit”. Then relaunch.
3Save your work elsewhere if you can, then restart the computer: If the problem persists, a full restart clears temporary files and frees up memory that may be causing the slowdown.
4Check whether an update is waiting to install: Some applications slow down noticeably when a pending update hasn’t been applied. Check for updates in the app’s Help or About menu.

If you can't print

Printing issues almost always come down to one of four causes. Check these in order before calling for help.

🔌

Is the printer on?

Check it’s powered on, not in sleep mode, and not showing an error light or low-ink warning.

📄

Is there paper?

Open the paper tray and confirm it’s loaded correctly and not jammed.

🖨️

Have you selected the right printer?

Check you haven’t accidentally selected “Microsoft Print to PDF” or an old, disconnected device.

🔄

Restart the printer and your computer

Switching the printer off and on, then restarting your computer, clears most stuck print queues.

If a file or login won't work

Wrong account

Double-check you’re signed in with your work account. It’s easy to be logged into a personal Microsoft or Google profile by mistake, especially on a shared or recently set-up device.

Password isn’t working

Check that Caps Lock is off. Try typing your password into a visible text field (like the Notes app) to confirm exactly what you’re typing, then paste or retype it into the password field.

OneDrive files won’t open

Check the OneDrive cloud icon in the taskbar (Windows) or menu bar (Mac). If it shows a pause, error, or sync warning, click it to see the issue. You also need to be online for cloud-only files to open.

When to stop and call IT immediately

Some things shouldn't wait, and trying to fix them yourself can make matters worse. Contact IT straight away if any of the following apply.

!You see a ransom note or threatening message on your screen
!You suspect you clicked a phishing link or entered your password on a fake website
!You notice unfamiliar account activity — logins you don’t recognise, emails you didn’t send, or changed settings
!Business-critical systems are down and affecting your ability to operate

When in doubt about anything security-related, always call. There is no such thing as a silly question when it comes to a potential cyber incident. Acting quickly limits damage; waiting or trying to resolve it quietly can make things significantly worse.

Need help right now?

If you're a StormDotCom client and you've run through the checklist without success, get in touch. We'll help you diagnose the issue and get you back up and running.

Contact the Help Desk

Before you call IT — your checklist

Tick off what you've already tried. If you've worked through the relevant items and the problem persists, it's time to log a ticket.

I tried a proper restart (shut down and power on — not sleep or lock screen)I checked whether the same problem affects other devices or just mineI confirmed I'm connected to the correct Wi-Fi networkI restarted my router (off at the wall, 30 seconds, back on, wait 3 minutes)I closed the affected application completely and relaunched itI checked whether an update is waiting to installI confirmed the printer is on, has paper, and is not showing an error lightI verified I've selected the correct printer (not PDF or an old device)I checked that Caps Lock is off before entering my passwordI confirmed I'm signed into the right account (work, not personal)I checked the OneDrive sync icon to make sure files are synced and I'm online

Frequently Asked Questions

How long should I wait after restarting my router?

Give it two to three full minutes. Your router needs time to re-establish a connection with your internet service provider, and your devices then need a moment to reconnect to it. Checking after 30 seconds is too soon — you'll likely still see no connection and assume the restart didn't help.

What should I do if my print job is stuck and nothing prints?

First, restart the printer and wait 30 seconds. Then restart your computer. This clears the Windows print spooler — a background service that queues print jobs and occasionally gets stuck. If the job is still stuck after a restart, open 'Printers & Scanners' in Settings, select your printer, click 'Open print queue', and cancel any pending jobs manually.

How do I tell whether my internet is completely down or just very slow?

Open your browser and try loading a well-known site like google.com or news24.com. If it doesn't load at all, you're likely offline. If it loads slowly, you may have a speed issue rather than a full outage. You can also check fast.com for a quick speed test. If the speed is dramatically lower than usual, restart your router and check that no large downloads or updates are running in the background.

My computer is slow all the time — does restarting really help?

A restart clears temporary files and free up RAM, which often gives an immediate speed boost. If your computer is persistently slow, there are usually a few common causes: too many startup programmes, an operating system or software update waiting to install, low disk space, or ageing hardware. If a restart doesn't help and slowness is ongoing, it's worth logging a support ticket so the root cause can be properly investigated.

When should I try to fix something myself versus calling IT straightaway?

As a rule of thumb: safe to try yourself — restart, reconnect Wi-Fi, restart router, reopen an app, check Caps Lock. Call IT immediately — anything that looks like a security incident (ransom message, suspicious logins, phishing link clicked), any situation where business-critical systems are down, or if you've tried the basics and the problem persists after 10 minutes. When in doubt, it's always fine to call. We'd rather answer a quick question than deal with a problem that's been quietly getting worse.

Quick Tech Troubleshooting 101: What to Try Before You Call IT