Password & login

Try this first: Check Caps Lock is off and you're signing in with your work email.

Try this first: Going on leave without your phone? Ask us for a temporary sign-in code a day ahead.

Try this first: New phone? Tell us before you wipe the old one, so your sign-in codes move across.

Which account?

Who's affected?

New starter or leaver

Please don't send passwords here. We'll set them up and get them to you safely.

What do you need?

New device or equipment

What do you need?

Email & Outlook

Try this first: Close and reopen Outlook, then check you're online.

Try this first: Look for a 'mailbox full' warning at the top of Outlook.

Try this first: Can't see emails older than 12 months? Outlook only downloads the last year.

Try this first: Attachment bounced for being too big? Send a OneDrive link instead.

What's happening?

Files & sharing

Try this first: Check the OneDrive cloud in the taskbar shows it's up to date.

Try this first: Disk full? Right-click the OneDrive or Dropbox folder and choose Free up space.

Where are the files?

What do you need?

iPad or tablet

Try this first: Restart it: hold the top button and a volume button, then slide to power off.

Try this first: Won't charge? Try another cable and wall plug, and leave it 30 minutes before turning it on.

What's wrong?

Is it the family sign-in iPad?

Mobile phone

Try this first: Restart the phone: hold the side button and a volume button, then slide to power off.

What's it about?

Computer or laptop

Try this first: Restart it properly (Start, Power, Restart), not just sleep.

Try this first: Check the power and screen cables are pushed in.

Try this first: Keeps asking you to sign in? Sign out of Office or Teams and back in.

What's happening?

Software & licences

What do you need?

Printer or scanner

Try this first: Turn the printer off and on, and check it has paper and no message on its screen.

Try this first: Only one program won't print (PDF or Excel)? Tell us which one: if other printing works, it isn't the printer.

Try this first: Need the copier added to your computer? That's us, stay here. The copier itself jammed or faulty? Pick Photocopier.

Photocopier (the machine itself)

Internet & Wi-Fi

Try this first: Restart the router: off at the wall for 30 seconds, then back on.

Is it everyone or just you?

Is it down, or just slow?

Working from home / VPN

Try this first: Check the internet works first: open any website.

Try this first: Turn WireGuard off and on again.

What do you need?

Phones

Website or domain

Suspicious email

Try this first: Don't click links or open attachments in it.

Try this first: If you typed your password into it, tell us straight away.

Did anyone click it?

Something else

CCTV & cameras

Try this first: Check the recorder has power and the screen is on the right input.

Signage & screens

Try this first: Turn the screen and its player off at the wall, wait 30 seconds, then on.

Business software

Which software?

Label printers

Try this first: Check the labels are loaded the right way and the printer shows no light flashing.

Network & Wi-Fi

Try this first: Restart the router: off at the wall for 30 seconds, then back on.

Something else

Paper jam

Try this first: Follow the arrows on the copier screen, open the doors it shows, and pull the paper out the way it travels.

Print quality

What does it look like?

Error code on screen

Try this first: Turn the copier off with its power button, wait a minute, then on.

What does the screen say?

Toner

How much is left?

Scanning or scan to email

Meter reading

Something else

No dial tone or phones down

Try this first: Unplug the handset's network cable and plug it back in.

Call quality

What's it doing?

Voicemail

Add, move or change a handset

Diverts & on hold

Something else

Till won't start

Try this first: Turn it off properly, wait 30 seconds, then on.

Card / EFTPOS not working

Try this first: Restart the terminal, and check its cable or Wi-Fi.

Receipt printer

Try this first: Turn it off and on, and check the paper roll is in the right way round.

Cash drawer

Scanner or scale

Menu or price changes

Something else