IT Troubleshooting Guides

Jump to: Outlook and email | Microsoft Teams | OneDrive and SharePoint | Excel, Word and PowerPoint | Windows | Computers and accessories | Printers and scanners | Network, Wi-Fi and remote access | Web browsers | Mac | Phones and sign-in | Zoom | Files and PDFs | QuickBooks

Outlook and email

• How to Recall an Email in Outlook: Sent an email you regret?
• How to Add or Change Your Email Signature in Outlook: Step-by-step instructions for creating, editing and setting default email signatures in each current version of Outlook, and what to do when a signature doesn't appear.
• How to Schedule an Email in Outlook: Schedule an email to go out later in new Outlook, Outlook on the web, classic Outlook and Outlook for Mac, add a short delay to everything you send, and see why a scheduled email sometimes goes out late.
• How to Set an Out-of-Office Reply in Outlook: Turn on out-of-office replies in new Outlook, classic Outlook, Outlook on the web, Outlook for Mac and the Outlook phone app, set separate replies for coworkers and outside senders, and fix replies that don't go out.
• How to Encrypt an Email in Outlook: How to send an encrypted email from the new Outlook, classic Outlook and Outlook on the web with Microsoft Purview Message Encryption, what recipients see, and why the Encrypt button may be missing.
• How to Share Your Outlook Calendar: Share your Outlook calendar with coworkers, a delegate or people outside your company in new Outlook, classic Outlook, Outlook on the web, Outlook for Mac and the Outlook phone app, or publish a link when someone only needs to view it.
• Outlook Not Receiving Emails (or Not Sending Them): When Outlook stops receiving or sending email, the cause is usually a lost connection, a filter or a full mailbox.
• Outlook Won't Open, Keeps Crashing or Freezes: When Outlook won't open, keeps crashing or freezes, a stuck process or a faulty add-in is usually to blame.
• Outlook Stuck on "Loading Profile": Classic Outlook usually sticks on Loading Profile because a background process, an add-in or a hidden sign-in prompt is holding it up.
• Outlook Search Not Working: When Outlook search misses email or finds nothing, the cause is usually classic Outlook's Windows Search index, the search scope or how much mail is kept on your PC.
• Outlook Says "Disconnected" or "Working Offline": When classic Outlook says Disconnected, Trying to connect or Working Offline, it can't reach your mail server.
• Outlook Keeps Asking for Your Password: Repeated password prompts in Outlook usually mean an old saved password or an unfinished sign-in.
• Outlook Calendar Not Syncing: Fixes for an Outlook calendar that won't sync in the new Outlook, classic Outlook and Outlook on the web and on iPhone or Android, including shared and Google calendars.
• Emails Stuck in the Outlook Outbox: Why messages get stuck in the Outlook Outbox and how to get them moving in classic Outlook, the new Outlook and on your phone.
• Teams Meeting Button Missing in Outlook: How to get the Teams Meeting button back in classic Outlook and the Teams meeting switch in the new Outlook, and which accounts can't use it.
• Outlook "Something Went Wrong" Error: Outlook's "Something went wrong" message usually means a sign-in or connection problem.
• How to Recover Deleted Emails in Outlook: A deleted Outlook email usually sits in Deleted Items, and even after that folder is emptied you can often recover it for a limited time.
• Outlook Folder or Emails Disappeared: A missing Outlook folder or email is usually still in your mailbox.
• Outlook "My Templates" Missing: When the My Templates button disappears from Outlook, your templates are usually still saved in your mailbox.
• How to Reset Outlook View to Default: Outlook looks wrong after a stray click or an update?
• Shared Mailbox Not Showing in Outlook: When a shared mailbox won't appear in Outlook, the access is usually too new to show up or was granted through a group.
• How to Repair an Outlook PST File (ScanPST): When classic Outlook can't open a data file, Microsoft's Inbox Repair tool (SCANPST.EXE) can usually fix a damaged .pst.

Microsoft Teams

• How to Clear the Microsoft Teams Cache: Clearing the Teams cache fixes some problems with the Teams app on one computer.
• Teams Camera Not Working: Teams showing no video or the wrong camera?
• Teams Microphone Not Working: People can't hear you in Teams?
• Teams Notifications Not Working: When Teams notifications stop, a setting is usually silencing them.

OneDrive and SharePoint

• OneDrive Not Syncing: OneDrive for work or school usually stops syncing because sync is paused, you're signed out, or one file is open or has a name OneDrive can't use.
• How to Reset OneDrive: A OneDrive reset disconnects every sync connection, resets OneDrive's settings and runs a full sync, and Microsoft says you won't lose files.
• Recover Deleted Files from OneDrive or SharePoint: Deleted a file in OneDrive, SharePoint or Teams?
• OneDrive Stuck on "Sync Pending": "Sync pending" means a file or folder is waiting for OneDrive to sync it.
• OneDrive Stuck on Signing In: When the OneDrive sign-in window spins, loops or never finishes, the cause is usually an old saved sign-in or a network or VPN block.

Excel, Word and PowerPoint

• How to Remove Duplicates in Excel: Excel can delete duplicate rows with one command, highlight them first, or list unique values without touching the original.
• How to Create a Drop-Down List in Excel: A drop-down list keeps entries consistent.
• How to Recover an Unsaved Word Document: When Word closes before you save, AutoRecover often has a copy.
• How to Recover an Unsaved Excel File: When Excel closes before you save, AutoRecover often has a copy.
• Excel #NAME? Error: The #NAME?
• Excel Arrow Keys Not Moving Cells: When Excel's arrow keys scroll the sheet instead of moving from cell to cell, Scroll Lock is usually on.
• Excel #VALUE! Error: The #VALUE!
• Excel Formulas Not Calculating: Excel formulas that won't update, or that show as text, usually come down to Manual calculation, Show Formulas or a Text-formatted cell.
• How to Fix the #SPILL! Error in Excel: The #SPILL!
• Excel Not Responding, Freezing or Crashing: When Excel freezes, hangs or keeps crashing, a long calculation, an add-in, a heavy workbook or a damaged file is often behind it.
• "Word Could Not Create the Work File": This Word for Microsoft 365 error means Word couldn't create a temporary work file in your Windows profile.
• How to Restore a Previous Version of an Excel File: Saved over a workbook or need last week's numbers back?
• How to Recover an Unsaved PowerPoint: When PowerPoint closes before you save, AutoRecover often has a copy.
• "Word Experienced an Error Trying to Open the File": This Word for Microsoft 365 error most often hits files from email or the internet that can't open in Protected View.

Windows

• Bluetooth Not Working on Windows 11: Bluetooth stopped working on your Windows 11 PC?
• Blue Screen of Death: "Your PC Ran Into a Problem": A blue screen of death, or a black one on current Windows 11, means Windows stopped to protect itself.
• Windows Search Bar Not Working: Windows 11 search box won't open, won't take typing or can't find your files?
• INACCESSIBLE_BOOT_DEVICE Blue Screen: INACCESSIBLE_BOOT_DEVICE means Windows lost access to the drive it starts from.
• CRITICAL_PROCESS_DIED Blue Screen: CRITICAL_PROCESS_DIED means a core Windows process stopped or was damaged, so Windows restarted to protect itself.
• Second Monitor Not Detected: Windows 11 not seeing your second monitor?
• File Explorer Not Responding: File Explorer frozen or showing "Not responding" in Windows 11?
• Windows Update Stuck: Windows 11 update stuck downloading, installing or on "Working on updates"?
• Computer Keeps Crashing or Restarting by Itself: Windows 11 PC crashing, shutting off or restarting by itself?
• Microphone Not Working in Windows 11: Nobody can hear you on your Windows 11 PC?
• Computer Keeps Freezing: Windows 11 computer locking up?
• "You Need Permission to Perform This Action": Windows 11 says "You need permission to perform this action" when you try to delete, move or rename a file or folder?
• Computer Stuck on "Restarting" or "Getting Windows Ready": Windows 11 stuck on "Restarting" or "Getting Windows ready"?
• Windows 11 Start Menu Not Working: If the Windows 11 Start menu won't open, restart Windows Explorer, sign out and back in, and install the latest updates.
• KMODE_EXCEPTION_NOT_HANDLED Blue Screen: KMODE_EXCEPTION_NOT_HANDLED is a blue screen usually caused by a faulty or outdated driver.
• Windows Hello PIN or Face Sign-In Not Working: Windows Hello PIN, face or fingerprint sign-in stopped working in Windows 11?
• Snipping Tool Not Working: Snipping Tool often captures fine but hides its notification.
• MEMORY_MANAGEMENT Blue Screen: The MEMORY_MANAGEMENT stop code points to a faulty driver or failing memory.
• How to Fix Corrupted System Files (SFC and DISM): Damaged Windows system files can break features, cause errors and freeze your PC.
• Sound Not Working in Windows 11: No sound from your Windows 11 PC?

Computers and accessories

• Keyboard Not Working: A keyboard that stops working in Windows 11 usually has a connection, battery or settings problem.
• Touchpad Not Working on a Laptop: A laptop touchpad that stops responding is often just switched off.
• How to Factory Reset a Business Laptop Before Reuse or Disposal: Before a laptop goes to a new employee, a buyer or a recycler, back it up, sign it out of Microsoft 365 and let IT remove it from company tools.
• USB Device Not Recognized: The "USB device not recognized" message means Windows couldn't identify something you plugged in.
• External Hard Drive or USB Drive Not Showing Up: An external hard drive or USB drive that won't show up in Windows 11 usually has a connection problem or no drive letter.
• How to Fix a Mouse That Double-Clicks: A mouse that double-clicks when you click once usually has a worn switch.
• Laptop Overheating: A laptop that overheats usually has blocked or dusty vents, a busy app or a performance setting.
• Monitor Says "No Signal" or Won't Display: When a monitor says No Signal or stays dark, check power, the input and the cable first, then the port, the display mode, the dock and the graphics driver.
• Laptop Camera Not Working: When a laptop camera shows nothing, check the shutter, the camera key and Windows privacy settings first, then other apps, Camera settings and the driver, with HP, Dell and Lenovo specifics.
• Wireless Mouse Not Working: A wireless mouse that stops working usually has weak batteries or has lost its link to its receiver or Bluetooth.
• Mouse Cursor Disappeared: When the mouse cursor disappears in Windows 11, the touchpad is often switched off or the mouse has lost its connection.
• Laptop Plugged In but Not Charging: 'Plugged in, not charging' often means a battery-care limit is working as designed, or the charger, dock or port can't supply enough power.
• Laptop Won't Turn On: A Windows laptop that won't start usually has a drained battery or isn't getting power.
• Headset Not Working on PC (No Sound or No Mic): No sound, or nobody can hear you?
• Docking Station Not Working: When a laptop dock stops working, the cause is usually power, the wrong laptop port, or a dock that needs a reset or a firmware update.

Printers and scanners

• Printer Offline: How to Fix It: Windows 11 says your printer is offline?
• HP Printer Offline: Your HP printer says offline even though it's on and connected to Wi-Fi?
• Printer "in an Error State": Windows 11 says your printer is in an error state?
• Printer Not Printing: Your printer won't print from Windows 11?
• Printer Printing Blank Pages: Pages coming out of your printer blank?
• Brother Printer Offline: Your Brother printer keeps saying offline?
• "Printer Driver Is Unavailable": Windows 11 shows "Driver is unavailable" under your printer?
• Print Spooler Error or Print Job Stuck in the Queue: Seeing a print spooler error, or a job that won't leave the print queue?
• "Your Printer Has Experienced an Unexpected Configuration Problem": Windows 11 says your printer has experienced an unexpected configuration problem?
• Canon Printer Offline: Your Canon printer says offline?
• PCL XL Error When Printing: Your laser printer printed a PCL XL error page instead of your document?
• Scan to Email Not Working: When an office printer stops scanning to email, the cause is usually its email sign-in, not the scanner.

Network, Wi-Fi and remote access

• DNS Server Not Responding: When the Windows network troubleshooter says "DNS server isn't responding," websites won't load even though you're connected.
• "No Internet, Secured": Connected but No Internet: "No internet, secured" means your PC joined a password-protected Wi-Fi network but Windows can't reach the internet.
• How to Map a Network Drive: Mapping a network drive gives a shared office folder its own drive letter in File Explorer.
• Laptop Won't Connect to Wi-Fi: Windows 11 laptop won't join the office or home Wi-Fi?
• Wi-Fi Keeps Disconnecting: Wi-Fi that drops in and out on a Windows 11 laptop usually comes down to the signal, power saving or the driver.
• Ethernet Not Working: When the network cable stops working on a Windows 11 PC, the cause is usually the cable or a port.
• Remote Desktop Can't Connect (Error 0x204): Error code 0x204 means Remote Desktop couldn't open a network connection to the remote PC.
• No Wi-Fi Networks Showing in Windows 11: Windows 11 showing no Wi-Fi networks, or no Wi-Fi button at all?
• "Your Credentials Did Not Work" in Remote Desktop: Remote Desktop says "Your credentials did not work" when the remote PC rejects your sign-in.
• GlobalProtect VPN Not Connecting: When Palo Alto Networks GlobalProtect won't connect on Windows or a Mac, the cause is usually the internet connection, a Wi-Fi sign-in page or an unfinished sign-in.

Web browsers

• How to Clear the Cache in Chrome: Clearing Chrome's cache fixes pages that load wrong or show old content.
• "Your Connection Is Not Private": Chrome's "Your connection is not private" warning usually comes from a wrong clock, a Wi-Fi sign-in page or a problem with the site.
• Why Is Chrome So Slow?: Chrome slowing down?
• ERR_SSL_PROTOCOL_ERROR in Chrome: ERR_SSL_PROTOCOL_ERROR means Chrome couldn't set up a secure connection with a website.
• "This Page Has Been Blocked by Chrome": "This page has been blocked by Chrome" means the browser itself refused to load a page.
• "This Site Can't Be Reached": Chrome's "This site can't be reached" page means it couldn't find a website's address or connect to it.

Mac

• MacBook Won't Turn On: A MacBook that won't turn on often just needs power, not a repair.
• MacBook Frozen: Here is how to unfreeze a MacBook with Force Quit or a forced restart, find the cause in Activity Monitor, and stop the freezes coming back with storage, login item, safe mode and update fixes.
• MacBook Keyboard or Trackpad Not Working: A MacBook keyboard or trackpad that stops responding is often a hidden low-battery alert or an Accessibility setting.
• MacBook Not Charging: A MacBook that won't charge often needs more watts, a charging cable or a settings change rather than a new battery.
• MacBook Camera Not Working: A MacBook camera that won't work is usually blocked by a privacy setting or set to the wrong camera.
• MacBook Keeps Disconnecting from Wi-Fi: A MacBook that keeps dropping Wi-Fi usually has a weak or crowded signal or stale network settings.

Phones and sign-in

• Microsoft Authenticator Not Working: When Microsoft Authenticator stops showing sign-in requests or rejects codes, the phone is usually blocking its notifications or has the wrong time.
• Not Getting Work Email on iPhone: When work email stops reaching your iPhone, a phone setting is usually the cause.
• How to Move Microsoft Authenticator to a New Phone: A backup moves your Microsoft Authenticator accounts to a new phone, but work or school accounts come back as names only.

Zoom

• Zoom Camera Not Working: Zoom showing a black screen or no camera?
• Zoom Microphone or Audio Not Working: Nobody can hear you in Zoom, or you can't hear them?

Files and PDFs

• Adobe Acrobat Not Opening: Acrobat usually won't open because a stuck background process is still running or the installation is damaged.
• Adobe Acrobat Slow or Not Responding: Acrobat usually slows down or stops responding because it is out of date, a background process is stuck, or the PDF is large or scanned.
• How to Recover Deleted Files in Windows 11: A deleted file in Windows 11 usually goes to the Recycle Bin.

QuickBooks

• QuickBooks Unrecoverable Error: A QuickBooks unrecoverable error means QuickBooks Desktop hit a problem it couldn't recover from and closed.
• QuickBooks Error H202 (QBDBMgrN Not Running): QuickBooks Error H202 means a workstation can't reach the company file on the server or host computer.
• QuickBooks Multi-User Mode Not Working: QuickBooks Desktop multi-user mode stops working when the server that stores the company file isn't sharing it, or a workstation hosts it instead.
• QuickBooks Company File Not Found: QuickBooks Desktop can't find a company file that was moved, renamed or deleted, or that sits on a network drive your computer lost.