Staff Laptop Troubleshooting Guide 

 Audience: All staff
Purpose: Help diagnose and resolve common laptop issues before escalating to IT

1. First Things to Check (Start Here)

Before troubleshooting anything specific:

1. Restart the laptop
   This resolves many common issues (performance, browser problems, Wi-Fi).
   
   

2. Check power & battery
   
   

• Plug into a known working outlet
  
  

• Confirm the charging indicator is on
  
  

• Try another charger if available
  
  

3. Disconnect accessories
   
   

• Unplug docking stations, monitors, and USB devices
  
  

• Reconnect only required equipment

2. Laptop Won’t Turn On

Steps

1. Confirm the charger is securely connected
   
   

2. Hold the power button for 10–15 seconds, then try again
   
   

3. Try a different power outlet or charger
   
   

4. If using a dock, disconnect it and connect power directly to the laptop

3. Slow Performance or Freezing

Common Causes

• Too many browser tabs open
  
  

• Low available disk space
  
  

• Background system activity
  
  

Steps

1. Restart the laptop
   
   

2. Close unused browser tabs and applications
   
   

3. Allow a few minutes after logging in before opening apps
   
   

4. Avoid running unnecessary programs at startup
   
   

Note: Operating system and software updates are managed automatically by IT via SmartDeploy.
Staff do not need to manually install updates.

4. Internet or Wi-Fi Issues

Steps

1. Confirm Wi-Fi is enabled
   
   

2. Disconnect and reconnect to the Wi-Fi network
   
   

3. Try an alternate network (hotspot or guest Wi-Fi)
   
   

4. Restart the laptop
   
   

5. Restart your router (if working remotely)
   
   

VPN (if applicable)

• Disconnect and reconnect
  
  

• Confirm internet access works when not connected to VPN

5. Google Workspace Application Issues

Common Applications

• Gmail
  
  

• Google Calendar
  
  

• Google Meet
  
  

• Google Drive
  
  

• Google Docs, Sheets, Slides
  
  

• Google Chrome
  
  

Steps

1. Refresh the browser tab
   
   

2. Sign out of your Google account and sign back in
   
   

3. Close and reopen Google Chrome
   
   

4. Try an Incognito window to rule out extension issues
   
   

6. Google Chrome Issues

Most work is performed in Chrome.

Steps

1. Close and reopen Chrome
   
   

2. Reduce the number of open tabs
   
   

3. Disable unnecessary browser extensions
   
   

4. Restart the laptop if needed
   
   

Note: Chrome updates are deployed automatically through SmartDeploy.

7. External Monitor or Dock Issues

Steps

1. Disconnect and reconnect all cables
   
   

2. Try a different cable or port if available
   
   

3. Restart the laptop while connected to the monitor
   
   

4. Check display settings
   
   

• Windows: Settings → Display
  
  

• Mac: System Settings → Displays

8. Audio or Camera Issues (Google Meet)

Steps

1. Check volume levels and mute settings
   
   

2. In Google Meet, confirm the correct:
   
   

• Microphone
  
  

• Camera
  
  

• Speaker
  
  

3. Close other tabs or applications using audio/video
   
   

4. Restart Chrome or the laptop

9. Software Updates & Restarts

• All operating system and application updates are managed by IT via SmartDeploy
  
  

• You may occasionally see prompts to restart your laptop to complete updates
  
  

Please restart your laptop when prompted or at the end of the workday.

10. When to Contact IT Support

Contact IT if:

• The laptop will not power on
  
  

• You see repeated error messages
  
  

• Hardware damage is suspected
  
  

• Google Workspace tools are unusable
  
  

• The issue prevents you from doing your job
  
  

Include when contacting IT:

• Description of the issue
  
  

• Error messages or screenshots
  
  

• When the issue started
  
  

• Whether it is constant or intermittent