Table of Contents

1. General Issues

1.1. My computer is running slow what steps can I perform to fix it?
1.2. Why do Windows programs stop responding?
1.3. Windows restarts without warning.

2. Hardware Issues

2.1 Keyboard and Mouse

2.1.1. Installing a PC computer keyboard.
2.1.2. Installing a PC computer mouse.

2.2 Monitor and Display

2.2.1. No display on monitor.
2.2.2. Distorted or skewed image on monitor.
2.2.3. Dead or black pixels

2.3 Sound and Modem

2.3.1. Ensuring the modem is connected properly.
2.3.2. Enable / Disable modem speaker.

2.4 Hard drive and Optical driver (CD-RW, DVD-RW)

2.4.1. Noise from computer.

3. Software Issues

3.1 Internet
3.2 How to update a Microsoft Windows computer
3.3 Basic Microsoft Internet Explorer troubleshooting

Technical Solutions

1. General Issues

1.1. My computer is running slow what steps can I perform to fix it?

Cause:
This issue can be caused by any of the following possibilities.

• Hard disk drive is short on available disk space.
• Several software programs have been installed/uninstalled leaving behind bad files and/or confusing the software.
• Data Corruption.
• Bad Hardware.

PC Solution:
Below are steps for Microsoft Windows that should help speed up the computer or determine why the computer is running slow.

• If you have a hard disk drive that is 2GB or smaller, ensure that there is at least 200MB of hard disk drive space free. If you have a hard drive larger than this size, verify that there is at least 500MB of free hard disk space. Without the ability for a swap file to increase, or programs to keep temporary files on the hard drive, it can cause your system to be much slower
• Run Scandisk or something equivalent to help ensure that there is nothing physically wrong with the computer hard disk drive.
• Run Defrag to help ensure that data is arranged in the best possible order.
• Verify that the device manager has no conflicts, but if conflicts are present, resolve them.

1.2. Why do Windows programs stop responding?

Additional Information:
A computer, operating system, software program or driver may stop responding or cause other programs to stop responding because of several possible reasons. These include a confliction of software or hardware resources between two programs, lack of system resources, or a bug in the software or drivers.

Solution:
To recover from a program that has stopped responding a user can generally press the CTRL + ALT + DEL keys on his or her keyboards to open the "Close Program" window or open the "Task Manager" window and click the "End Task" button to terminate the program. If another window opens, click the "End Task" button again to confirm stopping that program.

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1.3. Windows restarts without warning

Cause:
This issue could be caused by any of the below possibilities.

• Software issue or error.
• Hardware issue or error.
• Heat related issue.
• Computer virus.
• Issue with operating system.

Answer:

Software issue or error
Errors generated by software programs can cause a computer to reboot unexpectedly or without warning. If you are running Windows XP see the below section "For Windows XP users" before continuing.

If you are not running Windows XP, or following the below steps still causes your computer to reboot without warning, boot your computer into safe mode and let the computer run in safe mode. If the computer is still rebooting in safe mode the issue is likely not software related but something else. In this case skip to the next section. If the computer is not rebooting in safe mode it is likely you have a software related issue. We would recommend you run through the basic troubleshooting section for your operating system.

For Windows XP users
Windows XP is designed to automatically reboot each time an error occurs. Although this may be nice for errors that do not occur often, users who have a re-occurring error may wish to identify the error to troubleshoot it. Below are the steps on how this feature can be disabled and enabled in Windows XP.

From the desktop right click on My Computer.

• Click the Properties option.
• In the System Properties window click the Advanced tab.
• In Advanced click the Settings button under Startup and Recovery.
• In the Start-up and Recovery window uncheck the Automatically restart check box.
• Click Ok.

Now if the computer generates an error it should not automatically restart and will enable you to display any errors your computer may be experiencing.

Hardware issue or error
Any failing hardware component in your computer could cause your computer to unexpectedly generate an error and/or reboot without warning. If you have recently attempted to add a new hardware device, remove that device to make sure it is not causing your issues.

New drivers can also cause this issue, if you have recently performed any hardware driver updates you may wish to try an earlier version of the drivers. Additional information and help with computer drivers can be found on our drivers' page.

Computer virus
Computer viruses such as the blaster virus are written to reboot your computer without warning. Usually these viruses will make the computer reboot ever 5, 10, 15 or 30 minutes after the computer has booted.

If you believe your computer may be infected with a virus or are uncertain if your computer is infected with a virus make sure your virus scanner definitions are up to date.

Heat related issue
Many computers today are designed to turn off or automatically reboot if the computer, processor, or other device in your computer gets too hot. If you hear any abnormal noises coming from your computer, such as a high squealing, this could indicate a fan may be failing. However, if after following each of the above sections your computer is still rebooting users should still verify that each of the fans on their computer is working. If you are familiar with opening your computer case you should also try opening the case, open the computer and look at each of the fans to make sure they are spinning while the computer is on. Otherwise make sure at least your power supply fan is working.

Issue with operating system
If after following each of the above recommendations your computer still continues to reboot it is likely that you are experiencing a Microsoft Windows operating system related issue that cannot be explained. To help make sure this is the case please try the below steps.

• Reboot the computer and enter CMOS set-up as the computer is booting.


• After you have loaded the computer in CMOS set-up let the computer sit.

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2. Hardware Issues

2.1.1 Installing a PC computer keyboard

Answer:

Before getting started

Connecting cables

Install Software / Drivers

Before getting started
Difficulty of installing computer mouse should be a 1 out of 5.

When connecting the PS/2 keyboard ensure the computer is off, if the keyboard is a USB keyboard the computer can be off or on during the installation.

Connecting cables

PS/2 Keyboard
Connect the keyboard to the PS/2 port on the back of the computer. Today most computers use a PS/2 keyboard and PS/2 mouse. Ensure when connecting the keyboard that you connect it to the correct connection. Most computers have colour-coded connections. If the computer has colour ports the mouse generally connects to the purple connection.

Tip: If you are confused which PS/2 cable is which, generally the PS/2 cable is thicker then a PS/2 mouse cable.

USB Keyboard
Connect the USB keyboard to the USB ports on the back or front of your computer or if you are using a USB port hub connect the mouse to the hub.

Install Software / Drivers
If your keyboard has any special features such as a built on touch pad or special buttons for these features to work properly the software and/or drivers for the keyboard must be installed after the computer keyboard has been connected to the computer.

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2.2 Monitor and Display

2.2.1. No display on monitor

Cause:

This issue can be caused by any of the following possibilities.

• Connections not connected properly.
• Monitor settings are not correct.
• No Post
• Hardware issue.

Solution:

Connections not connected properly:
Ensure that you are connecting the monitor to the back of the computer in the 15 pins or older computer 9 pin connection.

If the computer is properly plugged in ensure that the computer monitor is getting power.

If you are not receiving power from a known working wall outlet and the power cord is removable replace it with the one connected to the computer and attempt to power on the monitor again. If the monitor still does not get power or it is not removable it is recommended that the monitor be replaced or serviced at a local TV / Computer repair shop.

If the monitor is receiving power check the status light.

If the light is orange or flashing ensure that the monitor is not in a suspend mode by moving the mouse or touching the keyboard. If the computer does not get a display by moving the mouse or touching the keyboard turn off the computer and monitor and reconnect the data cable from the back of the computer and if removable the back of the monitor. Turn the computer back on, if you still encounter the same issue continue reading through the other possibilities.

Monitor settings are not correct:
Ensure that the brightness and contrast is turned up or attempt to adjust the brightness and contrast, if adjusting the brightness or contrast has no affect on the monitor continue reading through the other possibilities.

No Post:
Does the computer beep, when it is powered on and or does it appear that the computer has activity. If the computer does not beep or beeps abnormally it is possible that the computer itself is experiencing a hardware issue or is exhibiting a No Post.

Hardware Issue:
If you have followed the above recommendations and are still encountering the same issue it is likely that the computer may have either a bad video card or monitor. The best method of determining this is to do one or both of the following:

Disconnect your monitor and attempt to connect it to another computer. This can be a friend or families computerm, or it can be taken to a service centre.

Borrow a computer monitor and connect it to your computer. This will not harm the other computer monitor in any way.

If your monitor works on another computer it is safe to assume that the video card within the computer is bad.

If another monitor works on your computer it is safe to assume that your monitor is bad.

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2.2.2. Distorted or skewed image on monitor

Cause:

This issue can occur from any of the following possibilities

• Loose or defective cable
• Refresh rate issue
• Interference
• Bad monitor

Solution:

Loose or defective cable
You may receive a distorted image when the cable is loose or defective. Disconnect the video cable going from the back of the computer and verify that no pins are bent, burnt or broken. Once verified re-connect the monitor cable.

Refresh rate issue
If the refresh rate is not properly set the monitor may have a wavy or an appearance that lines are going down or across the monitor slowly or fast. This may also cause a flickering affect.

Interference
Magnetic or other types of interference can cause a distorted image. Verify no speakers, fans or other magnetic devices are close to the monitor.

Bad Monitor
If the above possibilities have been checked it is likely that the monitor is bad. To verify this it is recommended that the monitor be temporarily disconnected and then connected to another computer. This can be a friend's computer, a work computer, and/or a computer at a service centre. You can also help verify a defective monitor by connecting another monitor to your computer.

Note: Connecting your possibly defective monitor to another computer will in no way harm the other computer.

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2.2.3. Dead or black pixels

Cause:

Display physical hardware issue

Solution:

LCD or Flat Panel dead pixels

LCDs can have components fail causing a dead pixel while in some aspects this can be considered a defect with the computer hardware most manufacturers will not replace the LCD unless it has multiple dead pixels generally 4 or more that are at least one-inch away from each other. It is recommended when purchasing a laptop or flat panel that you ask the vendor or manufacturer what their policy is concerning dead pixels.

If your LCD or Flat Panel is experiencing dead pixels it is recommended you contact the manufacturer of that display for replacement or repair.

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2.3 Sound and Modem

2.3.1. Ensuring the modem is connected properly

Cause:

A modem that is not connected properly will cause the modem to not operate properly or not work at all. This could cause the computer to generate errors or not be able to connect to the Internet or other computers.

Solution:

It is common for modems to not be connected properly either because of improper set-up, a cable becoming loose, or someone disconnecting the cable to be used elsewhere. We have listed several items to check to help ensure that the modem is properly connected.

Two Phone Holes - The majority of modems today have two phone holes that allow a phone connection to be connected. Connecting the modem to the improper hole will cause the modem to not work. When inspecting the back of the modem you will commonly have either text indicating what each hole is and/or a picture of a phone or modem. Almost always the cable coming from your wall should be connected to the 'line' or 'line in' hole or the hole that does not have a picture of the phone next to it. The other hole allows the user to connect a phone to the back of the computer to also have a phone next to the computer; this can also be used to check for a dial tone.

Type of Hole - The standard phone hole for a modem is referred to as a RJ11 connection. Many computers today also include a network card, which utilize a RJ45 connection, which is extremely similar to the RJ11 connector, but is slightly bigger. Ensure that if you have a Network Card and Modem that you are connecting it into the correct hole. In addition make absolutely certain that you have a modem in the computer and not just a network card. A lot of times the computer may not have a modem.

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2.3.2. Enable / Disable modem speaker

Cause:

Users may wish to enable their computer modem speaker to help identify if the modem is connecting or disable their computer modem speaker to help remove the sometimes-annoying connection noise.

Solution:

It is important to note that there are some computer modems that do not contain a speaker and therefore will not emit sound if enabled / disabled. Additionally it is possible that a modem speaker may become defective therefore not being able to emit sound.

The below steps for enabling / disabling the computer modem speaker is for the onboard modem (internal) speaker. Some computers may have the capability of emitting the sound through the computer speakers and following the below steps may not enable / disable this as other software may be involved.

Windows 98 and above users

To adjust the modem speaker follow the below steps:

Open Control Panel - Click Start / Settings / Control Panel

Open Modems - Double click the modems icon

Highlight the modem that you wish to adjust the volume and click the Properties button (Note: do not click Dialling Properties, click the Properties button).

Within this window you should have the capability of adjusting the volume; moving the volume adjustment all the way to the left will turn off the speaker, moving it all the way to the right will enable it at the highest volume.

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2.4 Hard drive and Optical driver (CD-RW, DVD-RW)

2.4.1. Noise from computer

Causes:

If you are receiving beeps from the computer when it is first booting up please see document CH000232. Any other types of noises being heard from the computer could be caused by any of the below devices.

CD-ROM

• Fan
• Floppy
• Hard drive
• Modem
• Power supply.
• Speakers
• Monitor

Solutions:

Below is a listing of components within the computer that may cause unusual noises to be generated. To determine which of these components are causing your issue, first verify that lights on your hardware devices such as the floppy drive are not on. If you are only encountering excessive noise when a device is accessed it is likely that device is causing your issue.

If the noise you are experiencing is occurring the entire time the computer is on it is possible that any of the below devices may be causing your issue. Attempt to distinguish what device is causing the noise by reading through each of the below sections.

CD-Rom
CD-ROM drives may generate various types of noises when the drive is accessed. This noise should be a soft whirling noise when the CD-ROM drive is accessed. This noise should only be generated when the CD-ROM is accessed.

It is abnormal for a CD-ROM to experience any of the following symptoms:

No noise

Clicking during accessing the CD-ROM.

Noises when the CD-ROM is not being accessed.

If you are exhibiting any of the above issues it is likely that the CD-ROM drive is defective and it is recommended that it be replaced.

Additional help with CD-ROM drives can be found on our CD-ROM help page.

Additional buying tips on CD-ROM drives can be found here.

Fan
There are several fans in computers that help provide ventilation to the computers components. Below is a listing of the fans that may be causing noises in your computer.

Case Fans - Case fans are fans commonly attached to the front or back of a computer. It is normal for most additional case fans to generate additional noise (usually a low hum). However, you should not expect to hear any type of clicking noise or high-pitched noise from any of the case fans.

CPU fan - Although not installed on all computers some computer heat sinks may also contain a fan to help with keeping the processor cool.

You should only expect to hear a slight hum from the CPU fan, below are some issues that may cause additional noise from your CPU fan.

- Cable is hitting the fan causing a vibration

- CPU fan is loose causing vibration

- CPU fan is bad causing additional noise.

Hard Drive
The computer hard disk drive is a common issue for additional noise. It is normal for a hard drive to produce noise. Normal types of noises you should expect to hear include a low humming or quite whistling sound.

Noises you should not expect to hear are any type of repetitive clicking, very noticeable humming or any type of hard thump. If any of these noises are experienced it is recommend that the hard disk drive be looked at or replaced as it may be going bad.

Note: You will notice an increase volume in sound from a SCSI hard disk drive when it is compared to a standard IDE / EIDE hard disk drive.

Modem
When connecting to the Internet or another computer you may hear a loud screechy or high-pitched noise. This noise is from the onboard modem speaker and is the sound of the two computers connecting to each other. Because this speaker is on the modem most computers will not be able to turn the sound on or off using their speakers. This noise should only be heard when the computer is establishing a connection with the other computer.

Power Supply
The power supply is a common hardware component to cause an excessive amount of noise. This component provides your computer power as well as ventilation to the computer. It is possible for the fan within the power supply to become bad or dirty causing the fan to make an excessive amount of noise.

If an excessive amount of noise is coming from the fan next to where you plug your computer power cable into it is likely that the power supply fan is failing or bad. We recommend that you first attempt to clean the fan by using compressed air to blow out any dust, dirt, or hair. If this does not resolve your issue you will need to have the power supply replaced.

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3. Software Issues

3.1 Internet

My web browser has been hijacked.

Additional Information:

Spyware, adware, malware, and other Trojan's are becoming an ever-growing threat to users who browse the Internet and/or install free programs. However many computer users do not realize when these programs are secretly installed on a computer or realize when their system or browsers settings are changed. Below is a listing of potential symptoms a user may encounter when their browser or computer has been hijacked.

Default home page changes to a different page; commonly an adult oriented web page.

Computer slows down.

New tools in the browser such as a new search tool bar is installed or added to the browser.

Default search engine or other settings changed.

Answer:

Unfortunately many of the software programs designed to hijack a computers browser are intentionally designed to be difficult to remove and/or detect. Below are recommendations on how these types of programs can be prevented and/or removed.

Free programs
When installing free programs such as KaZaA read the disclaimers and watch for additional programs that are being installed. Many times these programs are supported by automatically installing spyware programs.

If you no longer use these programs often (but not always) uninstalling these programs will also uninstall any associated software that is included with them.

Add/Remove programs
If you are running Microsoft Windows and you have noticed a program that you do not wish to use or want uninstalled see if the program can be removed through Add/Remove programs in the Control panel.

Restore browser settings
Some web pages and programs are designed to automatically change your browser's settings. For example a web page or program may automatically change your default home page to an alternate home page. These type of issues can be corrected by following the below steps.

Close all browser windows so that only one window is open.

Visit an alternate safe site such as Computer Hope or Google.

Correct the settings changed, such as changing your home page back to your original home page. Additional help and information about changing your browser's settings can be found on our browser help pages.

Once the settings have been changed and applied close out of the browser window.

The next time the browser is opened it should have the settings correct. However, if the site that changed your browser settings is visited again it is likely that the settings will be changed again. This issue can be prevented with many of the spyware / adware programs that are available today.

Spyware / Adware / Malware detection and removal programs
Because of the ever-growing threat of these types of programs many companies and individuals have developed programs that help prevent, detect, and remove these types of programs. Below is a listing of a few of the programs you may wish to consider.

• Ad-aware from Lavasoft

• Spy Sweeper from Webroot Software

• SpyBot Search and Destroy

• SpywareBlaster from Javacool Software

• HijackThis by Merijn

• Microsoft's spyware

Microsoft Windows XP users
If you are running Microsoft Windows XP, updating to the latest Service Pack will help protect your computer against spyware.

Try alternative browser
Because Microsoft Internet Explorer is the most widely used browser today and because of it's vulnerabilities switching to an alternative browser such as Mozilla Firefox can significantly reduce the amount of spyware you get on your computer.

System Restore

Users who are running Microsoft Windows XP and are not able to remove a program that has hijacked their computer or browser may also wish to consider running the Microsoft System Restore and restore their computer to an earlier date.

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3.2 How to update a Microsoft Windows computer

Answer:

Since the introduction of Microsoft Windows 98 Microsoft has greatly improved the way users can update their computer. Below are steps on how to perform these updates as well as additional recommendations to help update your computer.

Microsoft Windows Update
If you are running Microsoft Windows 98, Windows 98 SE, Windows ME, Windows 2000, Windows XP, or a later version of Microsoft Windows you are eligible to update Microsoft Windows and in some cases your computer hardware with the latest drivers through Microsoft's update site. To perform this update follow the below steps.

Note: Users on a corporate network or running an illegal copy of Microsoft Windows may be unable to perform Microsoft Updates. If you are on a corporate network contact your administrator if you are concerned about updating your computer. If you are running a illegal copy of Microsoft Windows we recommend you purchase Microsoft Windows.

Visit http://windowsupdate.microsoft.com, clicking on this link will open a new window for you.

On the Microsoft Windows Update page select the option "Scan for updates". If prompted to install a plug-in click Yes. Not installing this plug-in will prevent you from scanning for updates.

After Windows Update has completed scanning you should be able to view the available updates for your computer. It is highly recommended that you update all critical updates and service packs that are available first. In some cases you may be only able to do a few critical updates or service pack updates each time.

Although Microsoft does provide some driver updates for hardware devices it is important to realize that they will not have all the latest drivers. You may wish to consider updating the drivers directly from your computer manufacturer. See our drivers page for a listing of computer hardware manufacturers and a link to their drivers page.

Note: Whenever you are prompted to reboot the computer, reboot the computer. This is a very important step and in some cases may be required several times before you have completed all the Windows update. After the computer has rebooted make sure to visit the Windows update page again to make sure all the files you need downloaded.

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3.3 Basic Microsoft Internet Explorer troubleshooting

Additional Information:

This document was created as a location to find basic steps to perform when attempting to troubleshoot problems in Microsoft Internet Explorer. Before following the recommendations in solutions make sure you have reviewed each of the issues listed on our Internet Explorer page to make sure they do not apply to your issue.

Solutions:

Close all but one Internet Explorer window.

Clear your Internet browser history. Additional information and help with doing this can be found on document CH000510.

Clear any "Unknown" or "Damaged" downloaded programs by clicking Tools, Internet Options, click the Settings button, click the View Objects... button, and selecting each of the programs that are damaged or unknown and pressing the delete key.

Verify that your Security settings under Tools, Internet Options are set to medium at the most. Some web pages may not function properly if the security settings are set to high.

Restore defaults for advanced Internet options by opening Tools, Internet Options, clicking the Advanced tab, and clicking the Restore Defaults button.

Close Internet Explorer.

Open one Internet Explorer window and try again.

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