4 steps to troubleshooting (almost) any IT issue


Troubleshooting IT can be… tedious (understatement of the year). End users submit seemingly endless problems ranging from complaints of their Internet being “slow” to forgotten passwords to constant printer pains. What’s your plan of action for the next vague phone call, email request about tech issues, or help desk ticket from a big wig who needs his computer fixed… RIGHT NOW?

Worry not! We’ve got several problem-solving steps to follow that’ll help ease the stress of solving nearly any IT issue:

Step 1: What exactly is the problem?

Getting to the bottom of a computer issue can sometimes feel like playing 20 questions, so it’s crucial to ask the right questions first if you want to discover the root problem quickly.

  • If you’re talking to someone or emailing with them, listen or read carefully and take notes (mental or otherwise). When they’re done, proceed with questions that either have a yes/no answer or can be answered quantifiably (e.g., “How many times did this happen?”). This approach can move things along and cut down on ambiguous responses.
  • What should you ask? The key is to find out the “who, what, and when” of the problem. Does the issue affect just one person or many people? Did it occur right after a significant event on the computer or the network? There are specific questions you can ask to drill down beneath general statements like “I can’t send email.” Are they using a PC or mobile device? Is the PC power on? Are they able to open their e-mail client? Can they send or receive email, or both?
  • Once you’ve got a grasp on the issue, try repeating your understanding of the problem so that you’re both on the same page as to what’s wrong. It’s a good idea to use some the same language they used and avoid using complex tech terminolgy. Ideally, this will help remove potential confusion related to the issue.

Now that you have a basic understanding of what the issue is all about, you can look into technical details that could point you toward to a solution.

How can you answer the most common IT questions?

2) Gather more details, eliminate variables

Active DirectoryBeginner-Series

Set Active Directory Password To Never Expire – Beginner Series


Before getting started, you can check when your domain account password is going to expire. Just open the Command Prompt as administrator, type the following command and press Enter.

net user <USERNAME> /domain


In this example you can see when the password of the account was last set, when it expires and if the account is active, Along with other useful information about the account.

In order to set the password of a specific account not to expire you will need to open Active Directory and search for the account. Open the properties for the account that you want to update and click on the “account” tab, then tick the “password never expires” box.


Install or Change Keyboard Language – Windows 7 – Beginner Series


You can change the language Windows uses to display text in wizards, dialog boxes, menus, and other items in the user interface. Some display languages are installed by default, while others require you to install additional language files.

How To change your display language

When you change the display language, the text in menus and dialog boxes for some programs might not be in the language that you want. This happens because the program might not support Unicode. 
  1. Open Region and Language by clicking the Start button , clicking Control Panel and then clicking Region and Language or Clock, Language and Region.
  2. Click the Keyboards and Languages tab.
  3. Under Display language, choose a language from the list, and then click OK.