Top 20 IT Help Desk Issues — Step-by-Step Detailed

Solutions
Use this as a quick field guide. Each issue lists Symptoms, a Step-by-Step Fix (L1 → L2), and Preventive Tips.

1) Password Reset / Account Lockout

Symptoms: User forgot password, ‘Account locked’ message, can’t sign in to Windows/Email/VPN.
1. Verify identity (per policy): employee ID + MFA/OTP.

2. Check status in Active Directory Users & Computers (ADUC) → Search user → see if ‘Account is locked out’.

3. Unlock account (ADUC → User → Right■click → Unlock) and set a temporary password with ‘User must change
password at next logon’.

4. If using Azure AD: Use Entra admin portal → Users → Reset password / Unlock sign■in, or PowerShell:
Unlock-ADAccount -Identity (hybrid).

5. If SSPR enabled: Guide user to Self■Service Password Reset page and complete verification.

6. Check account lockout source: review Security logs on DC or use ‘netlogon’ logs to find bad password attempts
(stuck services, mobiles, mapped drives).

7. Educate user on new password policy and ensure MFA works on all enrolled devices.

Preventive Tips: Enable SSPR + MFA; set reasonable lockout threshold; fix stale credentials on phones/VPN;
rotate service account passwords; share a quick password guide.

2) Slow Computer Performance

Symptoms: High CPU/disk usage, app freezes, long boot times.
1. Task Manager → sort by CPU/Memory/Disk → end non■critical hung processes.

2. Disable bloat startup: Task Manager → Startup → Disable unnecessary apps.

3. Run Disk Cleanup (cleanmgr) and clear %temp% and browser cache.

4. Malware check: Windows Security → Virus & threat protection → Quick scan → then Full scan if needed.

5. Health repairs: Open elevated CMD → run ‘sfc /scannow’, then ‘DISM /Online /Cleanup-Image /RestoreHealth’.

6. Check storage health (SMART) and free space (>20%). Consider moving to SSD; add RAM if consistently >80%
used.

7. Update Windows and drivers (Windows Update → Optional updates).

8. If still slow: Create a new local profile to rule out profile corruption; compare performance.

Preventive Tips: Standardize images with SSDs, restrict heavy startup apps via GPO, and keep patching cadence
monthly.

3) Internet / Wi■Fi Not Working

Symptoms: No network icon / limited access / websites not loading.
1. Basic checks: Airplane mode OFF, Wi■Fi ON, correct SSID, ethernet cable seated; test another device.

2. IP renewal: Elevated CMD → ‘ipconfig /release’ → ‘ipconfig /renew’.

3. DNS refresh: ‘ipconfig /flushdns’.

4. Winsock reset: ‘netsh winsock reset’ then reboot.

5. Verify adapter status: Control Panel → Network & Internet → Network Connections → ensure adapter enabled.

6. Check Proxy/VPN: disable unwanted proxy (Internet Options → Connections → LAN settings) and disconnect
VPN for test.

7. Driver: Device Manager → Network adapters → Update/reinstall driver.

8. Ping test: ‘ping 8.8.8.8’, then ‘ping google.com’ to differentiate DNS vs connectivity.

9. Router/AP test (home): power■cycle router; in office, check NAC/port/VLAN with network team.

Preventive Tips: Push DNS, proxy and Wi■Fi profiles via Intune/GPO; monitor AP health; keep NIC drivers
updated.

4) Printer Not Working

Symptoms: Jobs stuck in queue, ‘offline’ status, or no print output.
1. Cables/paper/toner check; print a self■test page on the printer panel.

2. Restart Print Spooler: Services.msc → Print Spooler → Restart (or CMD: ‘net stop spooler & del
%systemroot%\System32\spool\PRINTERS\*.* & net start spooler’).

3. Remove and re■add printer: Settings → Bluetooth & devices → Printers → Add device (or ‘\printserver’).

4. Reinstall correct driver (PCL/PS/XPS) from vendor; avoid universal driver if model■specific exists.

5. For network printers: confirm IP/hostname reachable (‘ping ’) and correct port in printer properties.

6. Try ‘Print Test Page’; if fails for all users, check print server and queues; if single user, rebuild profile printer
mappings.

Preventive Tips: Deploy printers via Print Management/GPO, monitor queues, and standardize on tested drivers.

5) Blue Screen / System Crash (BSOD)

Symptoms: PC reboots with stop code (e.g., DRIVER_IRQL_NOT_LESS_OR_EQUAL).
1. Note stop code and any recently added hardware/driver.

2. Windows Update → install quality/driver updates; roll back any suspect recent driver.

3. Device Manager → update/rollback device driver with yellow warnings.

4. Run Memory test: ‘mdsched.exe’ and Disk check: ‘chkdsk /f’.

5. If crashes persist, capture minidumps (C:\Windows\Minidump) and analyze with WinDbg or BlueScreenView.

6. If after major update: ‘System Restore’ to last known good snapshot.

7. Check thermals and PSU; reseat RAM/storage if hardware suspected.

Preventive Tips: Maintain driver baseline; validate new drivers in pilot rings before wide deployment.

6) Email Not Syncing / Not Working (Outlook/Exchange/365)

Symptoms: New emails not arriving, send/receive errors, OST growth issues.
1. Check service health (if 365) and verify the user can access OWA; if OWA works, issue is client■side.

2. Ensure ‘Work Offline’ is OFF in Outlook; restart Outlook.

3. Repair mailbox: File → Account Settings → Account Settings → Repair.

4. Rebuild cache: Close Outlook → rename/delete OST (it will rebuild).

5. Create a new Outlook profile via Control Panel → Mail → Show Profiles → Add → set as default.

6. Verify mailbox size/quota and rules; clear corrupt PST add■ins (disable problematic add■ins).

7. For on■prem: Test Autodiscover, verify CAS connectivity, and correct DNS records.

Preventive Tips: Educate users to archive/auto■archive, enforce mailbox size policies, and package add■ins
carefully.

7) Software Installation Failed

Symptoms: MSI/MST errors, blocked by policy, or incomplete installs.
1. Run installer as Administrator; confirm disk space and temp path access.

2. Collect verbose log for MSI: ‘msiexec /i app.msi /L*V C:\temp\app_install.log’.

3. Check prerequisites: .NET Desktop Runtime, Visual C++ Redistributables, Java, etc.

4. Temporarily disable real■time protection or create AV exclusion (per policy) for the installer folder.

5. Check AppLocker/WDAC policy; request exception if blocked.

6. Try compatibility mode and ensure OS architecture matches (x64 vs x86).

7. If managed, deploy via Intune/SCCM with dependencies and detection logic.

Preventive Tips: Maintain a ‘golden’ package catalog with documented dependencies and silent switches.

8) Can’t Access Shared Drive / Folder

Symptoms: ‘Access denied’ or network path not found to \\server\share.
1. Verify network connectivity and DNS: ‘ping servername’ and ‘nslookup servername’.

2. Clear stale mappings: ‘net use * /delete’ then remap: ‘net use Z: \\server\share /persistent:yes’.

3. Check credentials: remove cached credentials (Credential Manager) and retry.

4. Confirm AD group membership for the share (whoami /groups).

5. For remote users: connect VPN and ensure correct DNS suffix search list.

6. If permissions changed recently, propagate (SMB share & NTFS) and ask user to log off/on.

Preventive Tips: Use security groups for access, not individual users; document share permissions and change
control.

9) Network Slowness / Drops

Symptoms: High latency, jitter, or intermittent disconnects.
1. Test LAN vs Internet: ping default gateway, then an external IP (8.8.8.8), then a domain to isolate DNS.

2. Run ‘tracert’/‘pathping’ to find high■latency hops.

3. Check duplex/speed mismatch on NIC and switch port; set to ‘Auto’ both sides.

4. On Wi■Fi, test on 5 GHz, move away from interference, and change to a cleaner channel.

5. Close bandwidth■hungry apps (sync tools, cloud backups, updates).

6. Report to network team with timestamps and test outputs; they can check switch/AP logs and QoS.

Preventive Tips: Segment guest/work traffic, keep firmware updated, and apply QoS for voice/video.

10) Virus / Malware Infection

Symptoms: Pop■ups, unknown processes, blocked security, or suspicious activity.
1. Isolate device: disconnect from network (pull cable/disable Wi■Fi).

2. Update AV signatures; run Quick scan → then Full scan with Microsoft Defender.

3. If persistent: run Microsoft Defender Offline scan (reboot) to clean rootkits.

4. Review ‘Protection history’ and quarantine; remove detected threats.

5. Boot to Safe Mode if malware blocks tools; remove suspicious startup entries.

6. Patch OS and browsers; change passwords after cleanup.

7. If EDR/SIEM flags remain, consider reimage from a known■good build.

Preventive Tips: User phishing training, restrict local admin, and enforce application control (WDAC/AppLocker).

11) Application Keeps Crashing

Symptoms: App closes randomly, freezes, or throws exceptions.
1. Check Event Viewer → Windows Logs → Application for faulting module.

2. Update the app to latest version; install vendor hotfixes.

3. Clear temp (%temp%) and app caches; remove conflicting add■ins/plugins.

4. Repair or reinstall the application; test with a fresh user profile.

5. Verify dependencies (correct .NET/Java) and GPU acceleration settings (disable if problematic).

6. If only one user affected, try new Windows profile; if all, it’s a package/system issue.

Preventive Tips: Pilot test new app versions; document known conflicts; monitor with APM if available.

12) Display / Monitor Issue

Symptoms: No signal, flicker, wrong resolution, or black screen.
1. Check power and input source on monitor; reseat HDMI/DP/USB■C; try another cable/port.

2. Windows + P → ensure correct projection mode (Duplicate/Extend).

3. Update/reinstall GPU driver; if black screen, boot to Safe Mode and roll back.

4. Set native resolution/refresh rate in Display settings; test without docking station.

5. Try external monitor to isolate laptop panel vs GPU; update dock firmware if used.

Preventive Tips: Standardize on certified docks/cables; keep graphics drivers current.

13) Audio Not Working

Symptoms: No sound/mic, wrong device, or app can’t access microphone.
1. Run troubleshooter: Settings → System → Troubleshoot → Other troubleshooters → Playing Audio.
2. Right■click speaker → Sound settings → choose correct Output/Input device and unmute.

3. Device Manager → Sound, video and game controllers → reinstall/update audio driver.

4. Privacy: Settings → Privacy → Microphone → allow apps access; check app permissions (Teams/Zoom).

5. Disable ‘Exclusive mode’ in device properties if another app is locking the device.

Preventive Tips: Push standard audio driver versions and app policies; provide a quick mic/speaker test guide.

14) USB Device Not Recognized

Symptoms: Unknown USB device, Code 43, or random disconnects.
1. Try different port/cable and another PC to rule out device fault.

2. Device Manager → Universal Serial Bus controllers → uninstall affected device → Action → Scan for hardware
changes.

3. Disable USB selective suspend: Power Options → Advanced settings.

4. Update chipset/USB controller drivers from OEM.

5. Check BIOS/UEFI for disabled ports; enable if needed.

Preventive Tips: Avoid unpowered hubs for high■draw devices; keep chipset firmware updated.

15) System Overheating

Symptoms: Fan noise, thermal throttling, or sudden shutdowns.
1. Clean vents and fans; remove dust using compressed air (device powered off).

2. Ensure laptop on hard surface; avoid blocking vents; use cooling pad if required.

3. Check background CPU hogs in Task Manager; close or remediate.

4. Update BIOS/firmware and power plan: set Balanced; reduce Turbo if OEM tool allows.

5. For persistent high temps, re■paste CPU/GPU (by authorized technicians only).

Preventive Tips: Schedule periodic cleaning; standardize desk stands; monitor thermals with OEM tools.

16) VPN Not Connecting

Symptoms: Auth failed, stuck at ‘connecting’, or no corporate access after connect.
1. Verify internet works without VPN; confirm username/MFA are correct and not locked.

2. Check system time; large drift breaks MFA/certs. Sync time via ‘w32tm /resync’.

3. Update VPN client; reboot; try different network (hotspot) to rule out ISP blocking.

4. Remove and re■add VPN profile; import latest config; clear old certs if using certificate auth.

5. Check firewall rules/ports as per vendor (e.g., 443/500/4500).

6. If connected but no access: check split■tunnel/DNS suffix; flush DNS and re■register: ‘ipconfig /flushdns &
ipconfig /registerdns’.

7. Escalate with client logs and exact timestamp/error code.

Preventive Tips: Document standard VPN error codes and fixes; rotate certificates before expiry.
17) Keyboard / Mouse Not Working
Symptoms: No input/lag, certain keys dead, or Bluetooth not pairing.
1. For wireless: replace batteries/charge; power toggle and re■pair (BT settings).

2. Try a known■good wired keyboard/mouse to isolate hardware vs OS.

3. Device Manager → Keyboards/Mice → uninstall → Scan for hardware changes.

4. Check Ease of Access settings: turn off ‘Filter Keys/Sticky Keys’ if accidental.

5. Test in BIOS/UEFI or WinRE; if still broken there, likely a hardware issue.

Preventive Tips: Use supported models; keep spare wired sets; educate about Filter Keys toggles.

18) File Corruption

Symptoms: Word/Excel/PDF won’t open or shows damaged file error.
1. Try opening from another PC/account to confirm file vs profile issue.

2. If on OneDrive/SharePoint, use Version History to restore previous version.

3. Run ‘chkdsk /f’ on the volume and check SMART health for underlying disk issues.

4. Use app repair: Word/Excel → Open → Browse → select file → Open and Repair.

5. If no luck, recover from backups or Windows File Recovery tool.

Preventive Tips: Enable AutoSave/Versioning, protect against sudden shutdowns, and keep disks healthy.

19) Access Denied (Files/Folders)

Symptoms: User can see but cannot open/modify, or path says ‘access denied’.
1. Confirm correct file path and whether the share uses additional software (DLP/IRM) that may block access.

2. Check AD group membership and NTFS permissions; add to the right security group if missing.

3. Take ownership (admins only) and re■apply inheritance if permissions are broken.

4. Use ‘icacls’ to view/reset permissions if GUI blocked; log off/on to refresh token.

5. If encrypted with EFS/IRM, ensure the user has the proper cert/rights.

Preventive Tips: Apply least privilege via groups; avoid direct user ACEs; document ownership and DLP policies.

20) Windows Update Issues

Symptoms: Updates stuck at 0%/100%, install failures with error codes (0x80070005, 0x8024a105, etc.).
1. Run ‘Troubleshoot settings’ → Windows Update troubleshooter → Apply fixes; reboot.

2. Health repairs: Elevated CMD → ‘DISM /Online /Cleanup-Image /RestoreHealth’ then ‘sfc /scannow’.

3. Reset update components: Elevated CMD → stop services ‘wuauserv’, ‘bits’, ‘cryptsvc’; rename
C:\Windows\SoftwareDistribution and C:\Windows\System32\catroot2; start services.

4. Try manual install from Microsoft Update Catalog with exact KB number.

5. If managed, check WSUS/Intune assignment, maintenance window, and deferral policies.

Preventive Tips: Keep a monthly patch window, pilot group, and rollback plan; monitor for known■bad updates.