There are many things that could cause a problem with your device. No matter the cause, troubleshooting is often a process of trial and error. Prior to contacting Tech Support we suggest following these steps:

1. Restart your computer

Restarting your device can solve a lot of basic issues. It will force programs to close and may trigger software updates. This is a time-saver. When you contact Tech Support, you can let us know you’ve already completed this troubleshooting tip.

To restart your BSD computer:

    • First, Save files and close all open applications.
    • Left-click on the Windows icon in the lower left corner of the screen. Windows Start Icon
    • Then left-click on the Power icon. Windows Power Icon
    • Select Restart from the menu. Windows Restart

2. Write down your troubleshooting steps

While troubleshooting, it’s often helpful to write down each step you take. When you contact Tech Support, it will be much easier if you can let us know exactly what you’ve already tried.

3. Take notes about (or pictures of) error messages

If your device gives you an error message, write down as much information as possible. The exact wording and/or image of the error message can be helpful for Tech Support to troubleshoot more effectively.

To take an image of the error message:

    • Click on the error message you want to capture.
    • Press and hold down the Alt key, then press the PrtScn (or PrintScreen) key. This copies the error message window to the Clipboard. Open an email or Word document and paste the image (press Ctrl key and V keys at same time) into the document to send to Tech Support.

Last reviewed September 2, 2020