In order to streamline support requests and better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online. Enter your support request information below and a representative will contact you.
Things To Try Before Requesting Support
Before you request tech support there are some common steps to try to resolve your issue first. These are the steps that a support technician will likely ask you to do during the initial remote diagnostic process. Many times, performing these steps before you create a support ticket will resolve your problem. Then you can pat yourself on the back and look good for your boss.
Reboot The System
Reboot The System – When something worked fine earlier and now is acting crazy but nothing has been changed within the system, try rebooting. By restarting the PC, it washes away the gremlins and many times is all that is needed to get you running again. The same is true for peripherals such as printers, scanners, routers, etc.
NOTE – Servers typically should NOT be rebooted. It is best to get a technician involved with anything concerning a server. Improperly rebooting a server can cause a huge mess.
Shut It Down Quickly
Shut it down quickly – Today’s malware (viruses) are very complex and nearly all of them are designed to propagate rapidly through networks. If you suspect that any PC may be infected, shut it down immediately and create a support ticket. Infected systems need to be isolated and inoculated before putting them back into the network environment. Not following this advice may lead to your entire network being infected and compromised. In many cases, this may also lead to a security breach.
NOTE – When servers are involved, get a technician involved quickly. Shutting a server down will typically halt your network and therefore your business. It is best to get a technician to handle this.
Check The Cables
Check The Cables – If you are having problems with something that physically plugs into your PC, check to ensure the cables are plugged in and seated properly. Be careful not to force anything into a slot. If you happen to still be using the older PS/2 keyboard or mouse (the round plug… not the flat USB) then DO NOT unplug or plug in these while the PC is powered on.
Check Your Neighbors
Check Your Neighbors – Is the problem you are experiencing only affecting your PC or are others within the office having the same issue? For example, no one in your office can access the Internet. If multiple PCs are having the same or similar issues then the problem is not likely any one PC but rather it is an issue with a network connected device or service. In these cases, its best to create a support ticket with us.
Listen – If the workstation or server is making strange or unusual noises its best to get support. Many times these sounds are the only warning your system will give you before it crashes, so don’t ignore them.
Unplug The PC
Unplug the PC – Sometimes a PC won’t power on properly. Maybe you turn the PC on and nothing comes up on the screen. Turning it off and back on gives you the same results. Try unplugging the PC from the electrical outlet for a couple of minutes to give time for all the electricity to drain from the internal components. Now, plug the PC back into the outlet and power it on again. Still having problems… time to create a support ticket.
Don't Do Anything
Don’t Do Anything! – More important than when to do something, is when NOT to do something. In the following situations, do not try anything, just get a support ticket submitted. Trying anything at all can damage the PC.
- If the PC will not power on (no lights, no sounds, dead). DO NOT keep trying. Unplug it from the outlet.
- If you hear a pop, unusual sounds, see or smell smoke. DO NOT try to turn it on. Unplug it from the outlet.
- If the problem is a critical system or device, do not try to fix it. DO NOT mess with servers, routers, UTMs, modems, switches, backup devices, wireless APs, etc. The risk of creating a bigger problem is high.
DO NOT change settings! This can result in further problems and/or higher resolutions costs. Your systems are setup and documented a certain way. Making changes may cause even more problems.