Basic Troubleshooting
✓ CompletedSomething will go wrong. A page won't load, a file won't open, your microphone stops working five minutes before a call.
That's normal. What matters is what you do next. This lesson gives you a calm, step-by-step way to work through computer problems, one you can use for your whole career, not just on this computer.
STOP → CHECK → TRY → SEARCH → ASK
- STOPDon't panic, and don't start clicking everythingNotice exactly what happened. Read the whole error message. Take a screenshot of it.
- CHECKLook for the obvious causes firstIs the internet working? Is it the right file? Are you signed in to the right account? Is the cable plugged in, is the sound muted?
- TRYSimple, safe fixesRefresh the page. Close and reopen the program. Try another browser. Restart the computer (save first).
- SEARCHLook up the exact problemSearch the exact error message and the name of the program.
- ASKGet help, with the detailsTell the person what happened, what you were doing, what you tried, and what the error says.
Most problems are solved at CHECK or TRY. The order matters: asking before you've checked anything wastes other people's time, and searching before you've tried a refresh wastes yours.
Common Problems and Where to Start
| Problem | Check and try first |
|---|---|
| A page won't load | Check your internet: do other sites open? Refresh. Check the web address for typos. Try another browser. |
| A file won't open | Check the extension: do you have a program that opens this file type? If it's a ZIP, extract it first. Did the download finish? |
| "Access denied" or "You need permission" | Check which account you're signed in to. You may be in the wrong one, or the owner hasn't given you access yet. |
| Nobody can hear you on a call | Check the mute button, and that the right microphone is selected in the call's settings. Check the browser allowed the microphone. |
| The computer is very slow | Close tabs and programs you aren't using. Check storage space. Save your work and restart. |
| A program is frozen | Wait a minute. Then force it to close: Ctrl + Shift + Esc opens Task Manager on Windows; ⌘ + Option + Esc opens Force Quit on a Mac. |
Searching for the Answer
Someone has almost always had your problem before. The trick is to search the way they would have described it.
- Use the exact error message, copied word for word if you can.
- Add the program or website name, and your system (Windows or Mac).
- Leave out words that don't help, like "help" or "not working."
For example, instead of zoom not working help, search Zoom "microphone is being used by another application" Windows.
Prefer answers from the official help pages of the program or website. Be careful with advice that tells you to download unknown software or change system settings you don't understand. When a fix feels risky, stop and ask.
Asking for Help
Asking is part of the process, not a failure. A good help request includes four things:
- What happened
- What you were trying to do
- What you already tried
- The exact error message, with a screenshot if you have one
"I can't open the product-list.xlsx file from this morning. I was trying to update the prices. It says 'The file is corrupt and cannot be opened.' I downloaded it again and tried opening it in Google Sheets, same error. Screenshot attached."
A request like this can be answered quickly. "It's not working, help" can't.
Don't wait too long to ask when a deadline is close or the problem affects a client's account. Troubleshooting on your own is good; losing half a day to it is not.
Normal lang ang kabahan sa una. Huminga ka lang, tapos STOP muna. Karamihan ng problema, maliit lang pala ang dahilan.
What's the Next Step?
Work through each problem with STOP → CHECK → TRY → SEARCH → ASK.
You click Save and an error message pops up. What do you do first?
No websites will load, not just one. What should you CHECK?
A client's online tool shows "Access denied" when you open a link they sent.
The internet is fine but one page still looks broken. What's a simple thing to TRY?
You tried the simple fixes and have the exact error text. Which search is most useful?
You still can't fix it. Which help request is best?
- STOP → CHECK → TRY → SEARCH → ASK, in that order.
- Read the full error message and take a screenshot before you do anything else.
- Search the exact error with the program's name. Be careful with risky fixes.
- When you ask for help, say what happened, what you were doing, what you tried, and what the error says.