Category: Technology
Basic Technology Troubleshooting
Technology doesn’t always work the way it’s supposed to. An app freezes, a website won’t load, the printer suddenly develops opinions, or something that worked perfectly yesterday refuses to cooperate today.
You don’t need to be a technology expert to solve many common problems. In fact, some of the most effective troubleshooting steps are surprisingly simple.
The key is to slow down, identify what’s actually happening, and try one solution at a time. Learning a basic troubleshooting routine can help you solve many problems yourself and recognize when it’s time to ask for help.
Start With the Simplest Explanation
When something stops working, it’s easy to assume something serious has happened.
Before changing settings or installing anything, check the basics.
Ask:
- Is the device turned on?
- Is it charged?
- Is it plugged in?
- Is the cable connected?
- Is Wi-Fi working?
- Is the volume turned up?
- Is Airplane Mode turned on?
- Is the correct device selected?
Simple problems are extremely common.
Check them first.
Read What’s on the Screen
If you see an error message, don’t immediately close it.
Read it.
The message may tell you:
- What went wrong
- Which program has a problem
- Whether your internet connection was lost
- Whether storage is full
- Whether an update is required
- What you should try next
If you don’t understand the message, write it down or take a screenshot.
The exact wording can be extremely useful when searching for help.
Try Again
Sometimes a problem is temporary.
Before doing anything complicated:
- Wait a few seconds.
- Try the action again.
A webpage may have failed to load.
An app may have briefly lost its connection.
A file may not have finished downloading.
If the problem happens again, move to the next step.
Close and Reopen the App
If one app isn’t working properly, close it completely and reopen it.
This can help when an app:
- Freezes
- Stops responding
- Won’t load information
- Displays something incorrectly
- Loses its internet connection
If everything else on your device works normally, the problem may be limited to that one app.
Refresh the Page
If a website isn’t working properly, try refreshing or reloading the page.
Look for a circular arrow near your browser’s address bar.
Refreshing can help if:
- A page didn’t fully load.
- Information is missing.
- A button isn’t responding.
- The page looks unusual.
If refreshing doesn’t help, try another website.
Restart the Device
Restarting is one of the most useful troubleshooting tools available.
It can solve temporary problems involving:
- Apps
- Wi-Fi
- Bluetooth
- Sound
- Printers
- Updates
- Performance
- Frozen programs
Restarting shuts down active processes and starts them again.
It’s not magic, although its success rate occasionally makes a convincing argument otherwise.
Restart vs. Shut Down
Restarting turns your device off and automatically starts it again.
Shutting down turns the device off and leaves it off until you turn it back on.
Either can help with problems.
If a normal restart isn’t working, shutting the device down completely, waiting briefly, and turning it back on may help.
Don’t Confuse Restart With Reset
These words sound similar but can mean very different things.
Check Your Internet Connection
If something online isn’t working, determine whether the problem is your internet connection.
Try opening another website or app.
If nothing online works, the problem may be your connection.
If everything except one website works, the problem may be with that website.
This simple test helps narrow things down quickly.
Check Wi-Fi
If your internet isn’t working:
- Check whether Wi-Fi is turned on.
- Make sure you’re connected to the correct network.
- Check the Wi-Fi signal.
- Turn Wi-Fi off and back on.
- Try reconnecting.
If other devices also can’t connect, the problem may be with your router or internet service rather than your device.
Helpful Resources: Browse Wi-Fi & Connectivity for products, equipment, services, or supplies related to this section.
Restart Your Router When Appropriate
If multiple devices are having internet problems, restarting the router may help.
A common process is:
- Disconnect the router from power.
- Wait briefly.
- Reconnect it.
- Allow several minutes for the connection to return.
Don’t press small Reset buttons unless you understand what they do.
A router’s Reset button may erase settings, which is very different from simply restarting it.
Check Airplane Mode
Airplane Mode disables certain wireless connections.
If you suddenly can’t use:
- Cellular service
- Wi-Fi
- Bluetooth
check whether Airplane Mode was turned on accidentally.
The symbol usually looks like an airplane.
Turn it off and allow the device a moment to reconnect.
Check Your Cables
For computers, monitors, printers, televisions, and other devices, check the physical connections.
Make sure:
- Power cables are connected.
- Charging cables are firmly inserted.
- Monitor cables are connected.
- USB devices are properly plugged in.
- Nothing appears damaged.
If possible, disconnect and reconnect the cable.
Sometimes a connection simply isn’t seated properly.
Check the Power
If a device won’t turn on:
- Confirm it’s plugged in.
- Try another outlet.
- Check the power strip.
- Make sure the power strip is turned on.
- Check the battery level.
- Try another compatible charger if available.
If a laptop has been completely drained, it may need to charge for several minutes before it will turn on.
Check the Volume
If you can’t hear anything:
- Increase the volume.
- Make sure the device isn’t muted.
- Check the app’s volume.
- Check whether headphones are connected.
- Check Bluetooth devices.
Your computer may be faithfully sending sound to wireless earbuds sitting three rooms away.
Check Bluetooth
If wireless headphones, speakers, keyboards, or other accessories aren’t working:
- Make sure Bluetooth is turned on.
- Make sure the accessory is charged.
- Make sure the accessory is turned on.
- Check whether it’s connected to the correct device.
- Disconnect and reconnect it if necessary.
Some accessories automatically connect to another nearby device you’ve used before.
Check for Updates
Software updates can fix problems and improve compatibility.
Check whether your:
- Device
- App
- Browser
- Operating system
has an available update.
Use the device or application’s official update system.
Be cautious with unexpected websites or pop-ups claiming you urgently need to install an update.
Restart After an Update
Some updates require a restart before they’re completely installed.
If something behaves strangely after an update, restart the device.
Give the system time to finish any remaining installation steps.
Check Your Storage
Devices can behave poorly when they’re extremely low on storage.
You may notice:
- Apps won’t install.
- Photos won’t save.
- Updates fail.
- Downloads fail.
- The device becomes slow.
Check your storage settings to see how much space remains.
Free Up Storage Carefully
If storage is full, don’t randomly delete important files.
Start with things you recognize.
Consider removing:
- Unnecessary downloads
- Duplicate photos
- Large videos you don’t need
- Apps you no longer use
- Temporary files when appropriate
Make sure important photos and documents are backed up before deleting them.
If an App Won’t Open
Try these steps:
- Close the app.
- Open it again.
- Check your internet connection if the app requires one.
- Check for an app update.
- Restart your device.
- Check whether other users are reporting a service outage.
- Reinstall the app only if necessary.
Before deleting an app, make sure you understand whether important information is stored only inside it.
If a Website Won’t Load
Try:
- Refresh the page.
- Check your internet connection.
- Open another website.
- Close and reopen the browser.
- Try another browser if available.
- Restart your device.
- Try again later.
If every other website works normally, the website itself may be experiencing a problem.
You can’t fix someone else’s website from your kitchen table.
If Your Device Is Running Slowly
A slow device doesn’t automatically mean it’s broken.
Try:
- Closing programs you aren’t using.
- Closing unnecessary browser tabs.
- Restarting the device.
- Checking available storage.
- Installing legitimate updates.
- Checking whether a large download or update is running.
Older devices may also become slower as newer software requires more resources.
If Your Device Freezes
If your screen stops responding:
- Wait briefly.
- Try closing the problem app.
- Give the device time if it’s performing a large task.
- Restart the device if necessary.
If the device won’t respond normally, the manufacturer may provide a method for forcing a restart.
The exact process varies by device.
If Your Keyboard Isn’t Working
Check:
- Is it connected?
- Is it charged?
- Is Bluetooth connected?
- Does another keyboard work?
- Are only certain keys affected?
For wireless keyboards, replacing or charging the battery may solve the problem.
If only one program isn’t accepting keyboard input, the problem may be with the program rather than the keyboard.
If Your Mouse Isn’t Working
Try:
- Moving the mouse.
- Clicking a button.
- Checking the battery.
- Checking the cable.
- Checking Bluetooth.
- Reconnecting the USB receiver.
- Trying another USB port.
For a laptop, check whether the built-in trackpad still works.
This can help determine whether the problem is specifically with the mouse.
If Your Printer Isn’t Printing
Printers deserve their own small corner of the troubleshooting universe.
Start with:
- Make sure the printer is turned on.
- Check for paper.
- Check for an error message.
- Make sure the correct printer is selected.
- Check the Wi-Fi or cable connection.
- Check ink or toner.
- Look at the print queue.
- Restart the printer.
If several old print jobs are stuck in the queue, canceling them and trying again may help.
If Something Won’t Charge
If a phone, tablet, or laptop won’t charge:
- Check the outlet.
- Check the charger.
- Check the cable.
- Check that the connection is secure.
- Look for visible damage.
- Try another compatible charging cable or adapter if available.
If the charging port appears damaged, loose, unusually hot, or physically obstructed, stop forcing the connector into it.
Pay Attention to What Changed
One of the best troubleshooting questions is:
What changed?
Did the problem begin after:
- Installing an app?
- Changing a setting?
- Updating the device?
- Connecting a new accessory?
- Moving the device?
- Changing Wi-Fi networks?
- Dropping the device?
Knowing what happened immediately before a problem began can help identify the cause.
Change One Thing at a Time
When troubleshooting, avoid changing five settings at once.
Instead:
- Try one solution.
- Test the device.
- See whether the problem changed.
- Move to the next step.
If you change everything at once, you won’t know what fixed the problem and may accidentally create a new one.
Take a Screenshot of Errors
If you need help from someone else, screenshots can be extremely useful.
Capture:
- Error messages
- Warning screens
- Unusual behavior
- Settings you’re unsure about
This gives the person helping you much more information than:
“My computer did a weird thing.”
Write Down What You’ve Tried
For a difficult problem, keep track of what you’ve already done.
For example:
- Restarted computer
- Restarted router
- Checked Wi-Fi
- Updated browser
- Problem occurs only on one website
This prevents you or someone helping you from repeating the same troubleshooting steps.
Search the Exact Problem
If basic troubleshooting doesn’t work, search for the problem online.
Include:
- Device name
- Model
- App or program
- Exact error message
- Description of the problem
For example:
Instead of:
printer broken
try:
HP printer connected to Wi-Fi but won’t print
Exact details usually produce better results.
Use Official Support Information
When possible, look for troubleshooting instructions from:
- The device manufacturer
- The software developer
- Your internet provider
- The company responsible for the service
Official support pages are especially useful for device-specific instructions.
Be cautious about downloading unknown “repair” programs from unfamiliar websites.
Be Careful With Tech Support Scams
Scammers often pretend to be technology support representatives.
Be suspicious if someone unexpectedly:
- Calls saying your computer has a virus.
- Claims your account has been hacked.
- Says they detected a problem with your device.
- Demands immediate payment.
- Asks you to install remote-access software.
- Requests gift cards or cryptocurrency.
- Asks for passwords or verification codes.
Legitimate companies generally don’t unexpectedly contact you because they somehow noticed your personal computer has a virus.
Be Careful With Remote Access
Remote-access software allows another person to control your computer from somewhere else.
This can be useful when working with trusted technical support.
It can also give a scammer enormous access to your information.
Only allow remote access when:
- You initiated the support request.
- You know who you’re dealing with.
- You’re using a legitimate support service.
- You understand why access is needed.
Never give remote control of your device to an unexpected caller.
Know When to Stop Troubleshooting
Not every problem should be handled yourself.
Get help if:
- The device is physically damaged.
- The battery appears swollen.
- You smell burning.
- The device becomes dangerously hot.
- Liquid entered the device.
- Important data may be at risk.
- You believe your account has been compromised.
- You’re being asked to perform steps you don’t understand.
- The same problem keeps returning.
Sometimes the correct troubleshooting step is simply knowing when not to keep poking at the problem.
A Simple Troubleshooting Routine
When something isn’t working, try this order:
Troubleshooting Checklist
Common Mistakes
Avoid these common mistakes:
- Assuming every problem is complicated.
- Ignoring error messages without reading them.
- Changing several settings at once.
- Confusing Restart with Reset.
- Factory resetting a device as an early troubleshooting step.
- Deleting important files simply because storage is full.
- Assuming your internet is down because one website doesn’t work.
- Pressing the Reset button on a router when you only intended to restart it.
- Installing unknown “repair” programs.
- Giving remote access to an unexpected caller.
- Continuing to troubleshoot hardware that appears physically damaged.
- Forgetting to restart the device because the solution seems “too simple.”
Technology problems are frustrating, but many of them can be solved with the same basic routine: identify the problem, check the obvious things, restart what isn’t working, and change one thing at a time. You don’t need to know how everything inside your device works. You just need a reliable way to figure out what to try next.
Related Guides
- Wi-Fi Basics
- Understanding Your Device Settings
- Updates, Downloads & Installing Apps
- Using a Web Browser
- Files, Folders & Downloads
- Recognizing Online Scams & Phishing
Want to become more comfortable with everyday technology?
Alison is an online learning platform offering free courses across a wide range of practical and professional subjects. Alison’s free IT Fundamentals for Beginners course provides beginner-friendly instruction on computers and digital devices, using common interfaces, connecting to the internet, email, online safety, passwords, malware, phishing, privacy, and making secure online payments.
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