Start with the simple checks

Basic computer troubleshooting.

Try these low-risk steps for common problems. Stop if you smell burning, see smoke, notice a swollen battery, or suspect liquid damage.

Find your problem

The computer will not turn on.

  1. Confirm that the power cable is firmly connected to the computer and a working outlet.
  2. Test the outlet with a lamp or another simple device.
  3. For a laptop, leave it connected to power for 30 minutes, then try again.
  4. Disconnect docks, USB devices, printers, and external drives.
  5. Hold the power button for 10 seconds, release it, wait a few seconds, then press it normally.

If lights or fans turn on but the screen stays black, continue to the blank display section.

The computer is running slowly.

  1. Restart the computer. Use Restart, not Shut down, when available.
  2. Close programs and browser tabs you are not using.
  3. Install operating system updates, then restart again.
  4. Check that at least 10 to 20 percent of the storage drive is free.
  5. Open the system's startup app settings and disable nonessential apps that launch automatically.
  6. Run the built-in Windows Security scan or the trusted security tool already installed.

The internet is not working.

  1. Check whether another phone or computer can reach the internet on the same network.
  2. Confirm that Wi-Fi is on and airplane mode is off.
  3. Disconnect from the Wi-Fi network, then reconnect and enter the password carefully.
  4. Restart the computer.
  5. If every device is offline, unplug the modem and router for 30 seconds, reconnect the modem first, then the router.
Do not share your Wi-Fi password, remote access, or verification codes with an unexpected caller who claims they can fix the connection.

The display is blank.

  1. Raise the screen brightness.
  2. For a desktop monitor, confirm both the power cable and video cable are connected.
  3. Use the monitor's Input or Source control to choose the correct connection.
  4. Disconnect external monitors, docks, and adapters, then restart.
  5. If possible, connect a laptop to a known working monitor or television to help identify whether the built-in screen is the problem.

The computer is frozen or keeps crashing.

  1. Wait two minutes in case an update or large task is finishing.
  2. Try closing the unresponsive app with Task Manager on Windows or Force Quit on Mac.
  3. If nothing responds, hold the power button until the computer turns off. Wait 10 seconds before turning it on again.
  4. After restarting, install system and app updates.
  5. Back up important files as soon as the computer is stable.

Repeated crashes, unusual clicking sounds, or files that disappear can indicate failing storage. Stop relying on the device until important files are backed up.

The storage drive is full.

  1. Empty the recycle bin or trash after checking its contents.
  2. Remove old downloads and installers you recognize.
  3. Uninstall apps you no longer use through the system settings.
  4. Move large photos and videos to a trusted external drive or cloud service.
  5. Use the built-in Storage Sense on Windows or storage recommendations on Mac.

Do not delete folders named Windows, System, Library, Program Files, or Users unless an experienced technician tells you exactly what to remove.

Stop troubleshooting when safety is at risk.

Disconnect power and move away from the device if you see smoke or sparks, smell burning, hear hissing, or notice a battery swelling. Do not puncture, squeeze, charge, or mail a damaged lithium battery.

For important data, repeated failures, suspected malware, liquid damage, or internal repairs, contact a qualified local technician. Back up your files before service whenever it is safe and possible.

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