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Austin Cronin

How to build quality self service guide for end user



Make a knowledgebase

For Example



  1. Cannot connect to wireless Network.


First, try running the Network troubleshooter to see if it can help diagnose and solve your problem:


Open the Network troubleshooter by right-clicking the network icon in the notification area, and then clicking Troubleshoot problems.


If running the Network troubleshooter didn’t solve the problem, and then follow the steps described in Network connection problems in Windows.


If the steps in that topic didn’t help, then follow these steps:


If you’re on a home network with a home group, and you’re trying to connect to another computer, make sure that computer is on and that it has been added to the home group.


If you’re on a home network without a home group, and you’re trying to connect to another computer, make sure that computer is on and that you’ve enabled file and printer sharing on your network. For more information, see Networking home computers running different versions of Windows.


Make sure that all wires are connected (for example, make sure your modem is connected to a working phone jack or cable connection, either directly or through a router).


If the problem began after you installed new software, check your connection settings to see if they’ve been changed.


Open Network Connections by clicking the Start button Picture of the Start button, and then clicking Control Panel. In the search box, type adapter, and then, under Network and Sharing Center, click View network connections.


Right-click the connection and then click Properties.  Administrator permission required If you’re prompted for an administrator password or confirmation, type the password or provide confirmation.


Check your router. Because of the new networking features in Windows Vista and Windows 7, some older network routers aren’t fully compatible with these versions of Windows and can cause problems. For a list of routers that are compatible with Windows Vista and Windows 7, go to the Windows Compatibility Center website.


  1. Cannot log into Windows


Caps Lock might be on.


Passwords in Windows are case-sensitive, which means that every time you type your password, you have to capitalize each letter in exactly the same way that you did when you first created it. If you have accidentally pressed Caps Lock (sometimes the key name is spelled CapsLk), then you’re inadvertently typing your password in all capital letters. Make sure Caps Lock is off, and then type your password again.


You might be typing the wrong password.


If you can’t remember your password, you need to reset your password, either with a password reset disk or an administrator account. For more information, see Reset your Windows password.


An administrator on the computer might have reset your password.


If your computer is on a network, a network administrator has the ability to reset your password. If you think this might be the problem, check with your network administrator. If your computer is in a workgroup, anyone who has an administrator account on the computer can change your password.


You might be trying to log on to the wrong user account.


If you have more than one user account on the computer, make sure you’re logging on to the account that matches the password you’re using.


  1. Cannot print to the printer


Check hardware


Many printing problems are caused by hardware that isn’t set up quite right. Here are ideas to solve common problems with printer hardware.


Check the power


Make sure that the printer’s electrical cord is plugged into an electrical outlet and that the power switch is turned on. If you’re printing to a shared printer or a printer on a network, make sure that all necessary computers and routers are turned on too. If your printer or other equipment is plugged in to a surge protector or a backup power supply, make sure that hardware is plugged in and turned on as well.


Check the cables (wired printers)


Make sure that the printer cable is properly connected from the printer to your PC

Check the wireless connection (wireless printers)


Make sure the printer’s wireless option is turned on and available. Many printers have a button that displays a blue wireless icon when wireless is available. To learn where this button is located on your printer and to find instructions about how to turn it on, see the manual that came with the printer.


Run the printer’s wireless connectivity test. Many printers have a menu option to test the printer’s wireless connectivity. Read the instructions that came with the printer or check the printer manufacturer’s website for instructions about how to do this.


If you’re using Windows 8.1 or Windows RT 8.1, follow the steps in Why isn’t Windows finding my Bluetooth or other wireless device? If the problem persists after you follow those steps, there might be something wrong with your PC’s network adapter. To learn more, see how do I fix network adapter problems?


  1. Cannot open up Files


Check the permissions of the file or of the folder the file is saved in. Here’s how:


Right-click the file or folder, and then click Properties.


Click the Security tab.


Under Group or user names, click your name to see the permissions you have.


To open a file, you need to have read permission. For more information on permissions, see what are permissions?


Check to see if the file is encrypted. Here’s how:


Right-click the file and then click Properties.


Click the General tab, and then click Advanced.


If the Encrypt contents to secure data check box is selected, you need the certificate that was used to encrypt the file to open it.


You should get the certificate from the person who created the file. For more information, see Import or export certificates and private keys.