Laptop & Computer Repair, Inc.
Computer Troubleshooting Guide
I’ve put together a few of the more common questions and calls I receive with an easy-to-follow list of troubleshooting steps you can try at home. Take a scroll below and if you see your issue, follow the prompts. If you can correct the problem without bringing it to me, that’s awesome. If you can’t, I’m a phone call away, and diagnostics at my Gardner and Greenfield stores are completely free.
Scams, Viruses and Pop-ups
I think I've been scammed, or a stranger got into my computer
Quick take: Turn the computer off, hang up the phone and call your bank before you do anything else. Then bring the computer in so I can find and remove whatever the scammer left behind. There's no reason to be embarrassed. This happens to a lot of people.⚠️ If you think a scammer got anywhere near your bank accounts, credit cards or passwords, stop reading and call your bank and credit card companies now. The computer can wait. Your money can't.Start troubleshooting
Did someone on the phone, or a pop-up on the screen, have you install a program so they could "help" you or connect to your computer?
Is that person still connected to your computer, or still on the phone with you?
🛠️ Hang up and turn the computer off right now. If it won't shut down normally, hold the power button for 20 seconds until the lights turn off. Leave it off and call your bank. Bring it in. Scammers almost always install multiple pieces of software so they can access your computer later. It needs to be found and removed by hand, not just with a scan.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Leave the computer off, call your bank, and bring it in. They may be gone, but what they installed usually isn't. Bring it in. I will provide the paperwork needed by your bank so they can assist with the rest of the process.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Did you give anyone your bank login, a credit card number, your Social Security number or your passwords, or install a "refund" app?
🛠️ Call your bank's fraud department now. Change your banking passwords from a different device, like your phone using cellular data, not this computer. Bring it in. Then bring the computer in so I can make sure it's clean.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ You may have caught it in time. If something still doesn't feel right, trust that feeling. Bring it in. I'll check it over, and the diagnostic is free.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Many banks in the Gardner and Greenfield area refer their customers directly to me.
Pop-ups and ads are taking over my web browser
Quick take: Most browser pop-ups come from a bad browser extension or a hijacked browser, and removing extensions you don't recognize fixes a lot of them. If the pop-ups keep coming back, something is running deeper in the computer.⚠️ Never call a phone number in a pop-up that says your computer is infected or locked. That's how most scams start.Start troubleshooting
Is a pop-up telling you to call a phone number, or saying your computer is locked?
Don't call it and don't click anything in it. Close the browser, and if it won't close, turn the computer off. If you already called the number, go to “I think I've been scammed” above.
Open your browser's add-ons or extensions list. Is there anything there you don't remember installing?
Remove it, then close the browser and open it again. Are the pop-ups gone?
✅ Fixed! Uninvited add-ons are the houseguests of the internet. Glad you showed that one the door.
Reset the browser to its original settings. You'll find the reset option in the browser's settings menu. Are the pop-ups gone now?
✅ Fixed! Nice work.
🛠️ Bring it in. From experience, usually that means there is a virus or malware running in the background. A thorough cleaning can usually be done the same day.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
I think my computer has a virus
Quick take: Searches that land on sites you didn't pick, programs you didn’t install or recognize, folders that won't open and a sudden slowdown are the usual signs. If you’re noticing any of these or other odd behavior you should immediately stop doing online banking and anything else that requires an online password.Start troubleshooting
Are your searches going to sites you didn't choose, or are programs opening by themselves?
Have you logged into your bank or bought anything on this computer since this started?
🛠️ Change your passwords to online sites from your phone or another computer. Bring it in. Severe infections can be tricky to remove. Many times removing the application doesn’t remove the infection or fix the problems it caused.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Put a pause on online banking and other sites that require a password. Bring it in. All of my work starts with a thorough manual cleaning followed by software scans.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Is the computer just a lot slower than it used to be, with nothing else strange going on?
Jump to “My computer is really slow.” A slowdown doesn’t always mean there is a virus infection.
🛠️ Bring it in. If something still feels off, trust your gut and swing by with it for a free diagnostic.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Won't Turn On or Won't Start
My computer won't turn on at all
Quick take: Check the plug, the outlet and the power strip first. On a laptop, a 30-second power drain fixes more of these than you'd expect. If none of that works, it's usually a failed charger, power jack or power supply.Start troubleshooting
Is it plugged in? Both ends, the wall and the computer.
✅ Plug it in. If it powers on, congratulations, you just saved yourself a trip and a few bucks in gas. BTW, your secret is safe with me. Fixed!
Is it plugged into a power strip?
Make sure the strip's switch is on, or plug the computer straight into the wall. Does it turn on now?
✅ Fixed! That little switch on the power strip has humbled the best of us. If the strip itself is dead, replace it.
Is it a laptop?
Unplug the charger, hold the power button down for 30 seconds, plug the charger back in and press power. Does it turn on?
✅ Fixed! That clears a stuck power state. Strange, but it works sometimes.
🛠️ Bring it in. Most likely a failed charger, power jack or motherboard power circuit. Bring the charger with you so I can test it too.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ If you have another power cord, try it. Still nothing? Bring it in. On a desktop, this is usually the power supply, which is a fairly common replacement part.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
My computer turns on for a second, then shuts off
Quick take: The usual causes are overheating from dust, a part that isn't seated right after an upgrade, or a failing power supply.Start troubleshooting
Did you or someone else add or change anything inside it recently, like memory or a drive?
🛠️ Bring it in. A part that isn't seated correctly will do exactly this. Bring the computer and the part, and I'll figure it out.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Are the vents clogged with dust?
Blow them out with a can of compressed air, outside if you can. Does it stay on now?
✅ Fixed! Dust bunnies: 1, you: 1. Call it a tie.
🛠️ Bring it in.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Bring it in. Most likely a failing power supply or a short on the motherboard. Leave it off until then.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
It turns on and the fans spin, but the screen stays black
Quick take: On a desktop, check the monitor's power and cable first. On a laptop, plug into a TV or monitor to tell a bad screen from a bigger problem.Start troubleshooting
Is it a desktop or a laptop?
Is the monitor turned on, and is its cable pushed in firmly at both ends?
✅ Turn it on and reseat the cable between the computer and monitor. Is there an image on the screen? Fixed! Luckily it was just the power button or a loose cable.
🛠️ Turn both off, unplug the monitor cable, plug it back in and turn everything on. Still black? Bring it in. Part of my free diagnostic is figuring out if it’s a failed graphics card, a memory issue or something else.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Plug the laptop into a TV or a monitor. Does a picture show up there?
🛠️ Bring it in. Good news: the computer itself works. The laptop's screen or cable has failed. Both are common repairs.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Bring it in. This usually points to the memory, the graphics chip or the motherboard.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
It keeps restarting and never gets to Windows or the desktop
Quick take: A failed update, damaged startup files or a failing drive usually cause this. Unplug the extras first.Start troubleshooting
Only connect the power, keyboard, mouse and monitor. Leave everything else unplugged, including charging cables. Restart. Does it start normally?
✅ Fixed! Plug things back in one at a time to find the troublemaker.
Did this start right after an update?
🛠️ Bring it in. A failed update can usually be undone without losing your files.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Bring it in. It could be a failing drive. Don't keep restarting it over and over, because that can make retrieving your data significantly more difficult.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
I can't log in (wrong password or PIN)
Quick take: Check Caps Lock and Num Lock first, then use the "I forgot my password" option on the sign-in screen.Start troubleshooting
Is Caps Lock on, or is Num Lock off if your PIN uses the number pad?
✅ Fix it and try again. Fixed! Caps Lock: makes your login screen think you’re YELLING at it.
Does the sign-in screen offer "I forgot my password" or "I forgot my PIN," and can you reset it that way?
✅ Fixed! Nice work.
🛠️ Bring it in. I can usually get you back in without losing your files.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Slow, Freezing and Blue Screens
My computer is really slow
Quick take: Restart it first. If it's still slow, the usual causes are an old or failing hard drive, malware, a nearly full drive or too many programs starting with the operating system.Start troubleshooting
When did you last restart it? Closing the lid doesn't count.
✅ Restart it. Better? Fixed! Computers need a nap too.
Is the drive almost full? You can check under Storage in your computer's settings.
Empty the recycle bin and delete what you don't need. Better?
✅ Fixed! Nice work.
Does it click or grind, or is it a few years old with a mechanical hard drive instead of a solid-state drive?
🛠️ Bring it in. An old or failing hard drive is the most common cause of a slow computer I see. Moving to a solid-state drive makes most older computers feel new, and I clone everything over so everything works just like it did before.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Bring it in. It could be malware or too much running in the background. I'll find it.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
My computer freezes, and the mouse and keyboard stop working
Quick take: Freezing usually comes from overheating, failing memory or a failing drive. Notice when it happens. That's the best clue.Start troubleshooting
Does it freeze or skip when it's working hard, like during games or videos?
Jump to “My fan is loud or my computer is running hot.” Heat is the usual cause.
Does it only freeze in one program?
🛠️ Update that program, or uninstall and reinstall it. Still freezing? Bring it in.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Bring it in. Freezing everywhere usually points to memory or a failing drive. Back up anything important as soon as you can.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
I keep getting a blue screen (BSOD)
Quick take: Blue screens usually come from a bad update, a driver problem, or failing memory or a failing drive. A photo of the error helps a lot.Start troubleshooting
Did the blue screens start after an update, or after you installed a new program or device?
Uninstall the new program or unplug the new device, then restart. Fixed?
✅ Fixed! Nice work.
🛠️ Bring it in.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Is it happening more than about once a week?
🛠️ Bring it in. Snap a photo of the blue screen with your phone and text it to me at (978) 413-2840 or bring it with the computer. The error code helps me find the cause faster.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Keep an eye on it and take a photo of the error the next time it happens. If it keeps coming back, bring it in.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
My computer restarts by itself without warning
Quick take: Surprise restarts are usually updates, heat or power related. When it happens tells you which.Start troubleshooting
Does it restart around the same time, like overnight?
✅ That's probably Windows installing updates. You can set your active hours in the Windows Update settings so it waits until you're done. Fixed!
Does it happen when the computer is working hard or feels hot?
🛠️ Bring it in. Random restarts often point to a failing power supply or memory.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
My Windows or Mac updates keep failing
Quick take: Restart, make sure there's free space on the drive and the laptop is plugged in, then try again. If it still fails, the system files usually need repair.Start troubleshooting
Restart the computer and run the update again. Did it work?
✅ Fixed! The update gods have been appeased.
Do you have plenty of free space, and is the laptop plugged in?
✅ Free up some space on your drive, plug it in and try again. Fixed!
🛠️ Bring it in. Repeated update failures usually mean damaged system files. I can repair them without wiping your files.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Screen and Display
My screen flickers or shows lines or strange colors
Quick take: On a desktop, check the monitor cable first. On a laptop, lines that change when you tilt the screen usually point to the screen cable.Start troubleshooting
Is it a desktop or a laptop?
Check the monitor cable at both ends, and try a different cable if you have one. Fixed?
✅ Fixed! Nice work.
🛠️ Bring it in. It's likely the graphics card or the monitor itself. Just bring the computer. I'll test it on one of my monitors and tell you for sure which one it is.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Does the flickering or the lines change when you move the screen back and forth?
🛠️ Bring it in. A loose or worn screen cable. Common and fixable. Be gentle when opening and closing the laptop to prevent further damage.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Plug the laptop into a TV or monitor. Do the lines show up there too?
🛠️ Bring it in. That points to the graphics chip on the motherboard.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Bring it in. The laptop screen itself is failing. Screen replacement is one of my most common repairs.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Battery, Charging, Heat and Spills
My laptop won't charge when it's plugged in
Quick take: Check the charger's light first and make sure it’s lit. If charging comes and goes when you move the plug, it's the power jack. Otherwise it's usually the charger or a worn-out battery.Start troubleshooting
Is the charger plugged into a working wall outlet, and does its light come on (if it has one)?
✅ Try a different outlet. Charging now? Fixed! It might be time for an electrician.
Does charging come and go when you wiggle the plug where it goes into the laptop?
🛠️ Bring it in. That's a loose or broken power jack, one of the most common repairs I do. Stop wiggling it, though. It only makes it worse.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Does the battery say "plugged in, not charging," or does it die fast even after charging?
🛠️ Bring it in. The battery is worn out. I keep many in stock, and if I don’t have one they’re usually a day or two away.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Bring it in. It could be the charger. Bring it with you so I can test it.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
My laptop battery dies fast or won't hold a charge
Quick take: Batteries wear out with age, but a battery that seems dead isn't always the problem. A built-in charge limit, a weak charger or a swollen battery can all look the same. These checks will tell you which.⚠️ If the laptop's case is bulging, the trackpad is lifting or the bottom no longer sits flat, the battery may be swollen. Stop charging it, unplug it and bring it in. Swollen batteries can catch fire.Start troubleshooting
Is the case bulging, the trackpad raised, or the laptop rocking on a flat table?
🛠️ Bring it in. That's a swollen battery. Don't charge it or keep using it.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Does it stop charging at a set level, like 80%, or say "plugged in, not charging"?
✅ That's often on purpose. Many laptops stop at 80% to make the battery last longer. Look in your laptop's power or battery settings for "charge limit," "battery care" or "optimized charging." Turn it off if you want a full 100%. Fixed! Turns out your laptop was smarter than we gave it credit for.
Is it a Mac?
Open System Settings, then Battery, and look at Battery Health (click the ⓘ next to it). Does it say "Service Recommended"?
🛠️ Bring it in. The battery is worn out and needs replacing.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Windows doesn't show battery health in an easy place, but my free diagnostic includes a battery health test.
Compared to when it was new, does a full charge last less than half as long, or does it shut off suddenly at 20 or 30%?
🛠️ Bring it in. That's the classic sign of a worn battery. I'll test it during the free diagnostic, so you know for sure before you spend anything.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Turn the laptop off and charge it for an hour. Did it charge?
🛠️ The battery takes a charge, so the charger may be too weak to keep up while you're using it. That's common with replacement chargers. Bring it in. Bring the charger too, so I can test both.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
My fan is loud or my computer is running hot
Quick take: Dust is the usual culprit. Use the laptop on a hard, flat surface and blow out the vents. If it's still loud or hot, the fan or cooling needs service.⚠️ If you smell burning, or the bottom is too hot to touch, shut it down and unplug it.Start troubleshooting
Are you using it on a bed, a couch or your lap?
✅ Put it on a hard, flat surface. Cooler? Fixed! Beds, couches and carpets are comfortable for you but not your laptop.
Blow out the vents with a can of compressed air. Is it quieter and cooler?
✅ Fixed! Nice work.
🛠️ Bring it in. The fan is worn or the cooling paste has dried out. Fans get louder with age, and replacing them is one of the more common repairs I make.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
I spilled something on my laptop
Quick take: Turn it off and unplug it right away, and don't turn it back on to check. The sooner it's opened and cleaned, the better its chances.⚠️ Turn it off and unplug it now. Don't turn it back on "just to see if it still works." Power plus liquid is what kills the motherboard.Start troubleshooting
Is it still on?
Hold the power button until it shuts off, then unplug the charger. Use a clean dry cloth or paper towel to dry the outside.
Leave it off.
Was it plain water, or something sugary like soda, juice or sweetened coffee?
🛠️ Open it up like a tent, upside down, on a towel. Skip the bag of rice and the hair dryer. Rice belongs in the pantry, not on your laptop. Bring it in as soon as you can. Even water causes corrosion over time.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Bring it in today if you can. Sugar leaves a sticky residue that corrodes the board, and drying it out won't fix that.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Files, Drives and Data
My computer says "no boot device" or can't find the hard drive
Quick take: Check for a USB drive in the computer first. If the drive is clicking or grinding, turn it off. Your files may still be recoverable, but every restart lowers the odds.⚠️ If the drive is failing, every restart lowers the chances of getting your files back.Start troubleshooting
Is a USB drive plugged in?
✅ Remove it and restart. Does it start normally? Fixed! It was trying to start from the USB device.
Is the computer making clicking, buzzing or grinding sounds?
🛠️ Turn it off now and don't try again. Bring it in. Clicking means the drive is failing.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Bring it in. Many times I can recover your files and move them to a new drive.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
My files are missing or won't open
Quick take: Check the Recycle Bin or Trash and search by file name first. If files really are gone, stop using the computer so nothing overwrites them.Start troubleshooting
Have you checked the Recycle Bin (or Trash on a Mac) and searched for the file by name?
✅ Check there first. Found it? Fixed!
Have your files been renamed to strange names, with a message demanding payment to get them back?
🛠️ Don't pay, and turn the computer off. That's ransomware. Bring it in.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Did the files disappear after a crash, drive trouble or an accidental delete?
🛠️ Stop using the computer so nothing new gets saved over them. Bring it in. Unless the drive is physically damaged, I can usually get files back.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Bring it in.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
My external hard drive or USB stick won't show up
Quick take: Try another USB port and another computer. If the computer offers to format the drive, say no. Formatting erases everything on it.⚠️ If your computer asks to format the drive, choose No. Formatting erases everything on it.Start troubleshooting
Try a different USB port, and a different cable if it has one. Does it show up now?
✅ Fixed! Not all USB ports are created equal.
Does it show up on another computer?
🛠️ Bring it in. The problem is this computer's USB ports or settings, not the drive.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
🛠️ Bring it in. The drive itself is likely failing. Stop plugging it in until I can look at it.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Wi-Fi and Accessories
I can't connect to Wi-Fi, or it keeps dropping
Quick take: Check airplane mode, then see whether other devices connect. If nothing connects, it's the router or the internet provider. If only this computer won't, it's the computer.Start troubleshooting
Is airplane mode on, or is Wi-Fi switched off?
✅ Switch airplane mode off, or turn Wi-Fi back on. Connected? Fixed! Airplane mode: great on planes, less great at home.
Do your other devices connect fine to the same Wi-Fi?
✅ Unplug the router for 30 seconds, then plug it back in. Working? Fixed! Still down? Call your internet provider. Your computer isn't the problem.
Restart the computer. Does it connect now?
✅ Fixed! Nice work.
🛠️ Bring it in. The Wi-Fi card or its software in this computer needs attention.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
My keyboard, mouse or a USB port stopped working
Quick take: Change the batteries if it's wireless, then try another port and another computer to find out whether it's the device or the computer.⚠️ Laptop keyboard stopped working after a spill? Turn the laptop off now and see “I spilled something on my laptop.”Start troubleshooting
Is the keyboard or mouse wireless?
✅ Put in fresh batteries, or charge it. Working? Fixed! Even mice get hungry.
Plug it into a different USB port (or move the wireless receiver to another port). Does it work?
✅ Fixed! If the first port is still dead, that's repairable too. Bring it in whenever it's convenient.
Does it work on another computer?
✅ The keyboard or mouse itself is dead. Time for a new one. Fixed!
🛠️ Bring it in. The problem is the computer's USB ports or settings.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
Still stuck?
If none of these fit your problem, or you'd rather not try it yourself, I'm happy to take a look. Text a photo of what you're seeing, call, or stop by either store.
Diagnostics are free at my Gardner (509 Main St.) and Greenfield (300 Main St.) stores.
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