Sunrise Ranch Care Desk

TRY THIS FIRST

Restart Your Computer

Most customers solve their problem with this simple step.

Check for Operating System Updates

Regularly check for OS updates by running "Windows Update" on your PC.

If you are running a Mac, click the Apple Menu > About this Mac > Software Update

Peripherals

If you are having problems with a peripheral (i.e., monitor, mouse/keyboard, printer, scanner, etc.), try switching it off/on.  If that doesn't work, try disconnecting and reconnecting the device.

As a last resort, download the latest drivers and perform a full reinstall.

Check Power Connections

If your computer is not turning on at all, make sure the power cord is securely connected and plugged into an active power unit (i.e., UPS machine or surge protector/power strip).

UNABLE TO LOGIN

Make sure the username and password are correct.  If you are still unable to login, try requesting a password hint (if available).  If not, can you login under a different account?  If so, perhaps you can reset the original user's password using the alternate account.  If not, please contact your network administrator for additional support.  

MY COMPUTER IS TOO SLOW

Verify The Source of The Problem

Make sure your computer is the source of the problem.  Videos that seem to buffer forever, and websites that take ages to load, may not be your computer's fault.  It could be your broadband connection.  Try restarting your internet modem by unplugging the power cord, waiting 10 seconds, and then plugging it back in.  

If you are using WiFi, try moving your computer closer to the modem.  You can also check internet speed tests by visiting SpeakEasy.net.

Check Hard Drive Space

If the problem is indeed your computer, check whether you have plenty of free space on the hard drive.  Windows needs room to create files while your system is running.  

Scan for Malware and Viruses

It could be viruses or malware. 

All computers (yes, even Macs) should have antivirus software.  Check the AVG anti-virus (or other product installed) if you know how, otherwise enter a care desk ticket. Please run a FULL scan of your computer, if you know how,  to ensure you are not infected with a virus.

MY COMPUTER KEEPS RESTARTING

Hardware problems are hard to diagnose and solve.  First, confirm that you aren't just getting the latest wave of updates, which can automatically restart your computer during installation.  

It could be viruses or malware. (see above)

It could also be overheating.  Modern computers have safeguards that shut down the system if a component is overheating, which can be the cause of frequent restarts especially when you are running resource-intensive programs or video games.  Give the machine a thorough cleaning cleaning/unblocking the ventilation holes on all sides of the computer.  Using canned air, open the chassis and blow out all the dust collected inside.  Be mindful that the circuit boards inside are sensitive to static electricity.  

POP-UP ADS

If you're getting a lot of pop-up ads, you most likely have adware - a program that displays unwanted ads.  If you are using Google Chrome (favored browser) you might want to be sure you have the extension for Ad Block Plus, which eliminates pop up ads on most websites.  (go to the three bars on the top of the browser, to settings > extensions > ad block plus to install)