Prepare the device and explain what data is important before repair or replacement begins.
Save your work and confirm that important files are stored in the organization’s approved location. Close documents and applications that the technician does not need to access.
Tell dnbtec about encryption, recent backups, unusual noises, liquid damage, overheating, or any event that happened immediately before the problem. Do not continue powering on a device that smells hot, is swollen, is wet, or shows signs of electrical damage.
Never place a password in the request. If access is required, the technician will arrange a safe way for you to enter it or provide an approved temporary credential.
02 · Devices
What to check when a printer will not print
Identify whether the problem affects one document, one computer, or the whole office before requesting support.
Confirm that the correct printer is selected and note any message shown on the computer or printer. Check for visible paper jams, empty trays, low supplies, or an offline status without opening secured panels or moving managed connections.
Try printing a different document from the same application. If permitted, ask whether another employee can print to the same device. These checks help distinguish a document problem, computer problem, or printer-wide problem.
Do not remove and reinstall the printer, change its network settings, factory-reset it, or download drivers from a search result. Send dnbtec the printer name or location, affected users, exact error, when it began, and the checks already completed.
03 · Devices
What to do when a computer is running slowly
Capture the symptoms and business impact before restarting or changing the computer.
Note when the slowdown began, whether it affects every application or only one, and whether other employees are experiencing the same problem. Record any message you see and what you were doing when performance changed.
Save your work. Close applications you are not using, but do not install cleanup utilities, registry tools, driver updates, or unapproved software. If the computer is unusually hot, making abnormal sounds, showing security warnings, or repeatedly shutting down, stop using it and contact dnbtec.
A normal restart may help when your organization permits it and no update or important process is running. If the problem returns, submit a request with the computer name, affected applications, start time, frequency, and business impact.