Product Support
Get your device running smoothly with our universal product troubleshooting.
Click a topic below and we'll do our best to help.
Device Support
Computing
Whilst we may not have your exact model, here are the most frequently encountered issues and FAQs that should get you up and running again.
If you're still having any issues, call us on 03456 100 391 for further help.
Frequently asked questions
How can I protect my computer from Malware?
Use an AntiVirus software
When it comes to protecting your PC from malicious attacks, there are few better steps to take than getting set up with an AntiVirus software and keeping it up to date. There are an assortment of different companies that develop AntiVirus programs, so if you’re looking to purchase one you’ll want to do some research - many come with a free trial.
Every Windows PC comes equipped with Windows Defender, which is a free AntiVirus software that is capable enough on its own, so it’s worth investigating deals and comparing softwares to each other before you buy anything.
Use an Ad Blocker
A simple but effective measure to take against unwanted cyber attacks is to download an Ad Blocker extension to your browser. These will sit on your browser as you use the internet and block any advertisements that pop up, including the malicious kind.
Update your PC
As much as possible, you should try and keep your computer up to date. Windows often releases security updates that affect not only Windows Defender, but how your PC runs as a whole, and how it deals with attacks.
Don’t open emails or messages from senders you don’t recognise
This is an important step, not only for malware, but for internet security in general. If you don’t recognise the sender of an email, or if the subject or content of an email seems suspicious in any way, don’t open any links or reply. This is a way that people can get malware onto your system, so it’s important to stay vigilant.
Turn on your browser’s privacy settings
Every modern internet browser has privacy settings - these will assist you in controlling what websites are able to do and see, and what data of yours they can access. By turning this on, you reduce the chances of your personal info being taken, getting targeted ads, and even reduce the risk of fraud.
How do I back up files onto a hard drive?
To begin, you’ll need an external hard drive to backup your files to. This will often work in the same way that your storage in your PC works, but connects to the computer externally through a cable, so is less susceptible to data loss and corruption.
Next, you will need to set up your backup. Here’s how you can do that:
- Click the Windows icon at the bottom left of your taskbar.
- Select the Settings button, or type ‘Settings’ into search and select the result.
- Select Update & Security.
- Select Backup from along the left side.
- Select Add a drive.
- Choose the drive you wish to back your files up to from the list.
This will set up Windows to take copies of your system regularly, allowing you to restore your PC as it is if something gets damaged.
How do I change the size of icons and text?
- Right-click on your desktop.
- Select Display Settings.
- Scroll down to the Scale and layout section.
- On the dropdown, select one of the size options.
How do I force stop a program?
Open Task Manager
To open your computer’s Task Manager, you have a few options. Pressing the search bar and searching for Task Manager is one way, however sometimes the program you’re using might prevent you from accessing your taskbar - it might be fullscreen, or it might have crashed severely and caused your whole screen to become unresponsive.
To open Task Manager without searching for it, use the key combination CTRL + Shift + ESC. This is the hotkey for opening Task Manager, and should launch it straight away.
Force Stop the program
When Task Manager opens you will be presented with a list of running programs. Locate the program you want to stop on the list and click on it. The End task button will now become pressable. Press End task and your program should now stop.
How do I set up a webcam?
- Turn on your computer.
- Most webcams have a USB cable. Plug your USB cable into your computer’s USB port, and ensure that it is secure.
- Your computer should recognise your device after a few moments, and will likely let you know when the device is ready to use.
- To test that it’s working, simply type ‘Camera’ into your Windows search bar and select the app with the same name. This should load up, and you should be able to see your webcam.
How do I start my PC in Safe Mode?
To start your PC in Safe Mode:
- Press the Start button.
- Select Settings.
- Select Update & Security.
- Select Recovery.
- Under Advanced startup select Restart now.
- After your PC restarts, Select Troubleshoot.
- Select Advanced options.
- Select Startup Settings.
- Select Restart.
- After your PC restarts, select 4 or press F4 to start your PC in Safe Mode. If you need to use the internet in your troubleshooting, select 5 or press F5.
How do I transfer files from my phone to my Windows PC?
Below is a quick guide to transferring Android files onto a Windows PC:
- Unlock your phone.
- Connect your phone to your computer with a USB cable.
- On your phone, tap the 'Charging this device via USB' notification.
- Under 'Use USB for', select File Transfer.
- A file transfer window will now open on your PC. This can be used to copy, delete, or move files from your phone to your computer.
- When you've finished, eject your phone from Windows.
- Unplug the USB cable.
- Ensure that iTunes is installed and updated on your PC.
- Connect your iPhone to your Windows PC using a USB cable.
- In iTunes on your PC, click the iPhone button at the top left of the window.
- Click File Sharing, select an app in the list, then do one of the following:
- Transfer a file from your iPhone to your computer: Select the file you want to transfer in the list on the right, click “Save to,” select where you want to save the file, then click Save To.
- Transfer a file from your computer to your iPhone: Click Add, select the file you want to transfer, then click Add.
- Delete a file from the iPhone: select the file, press the Delete key, then click Delete.
How do I uninstall a program?
- Type 'Add or remove programs' into the search bar, and select the option of the same name.
- Search for the program you’d like to uninstall in the search bar that appears.
- Select uninstall.
- Select uninstall.
- If any pop ups appear, click through them.
- The program you’re uninstalling may have an uninstall wizard - if this is the case, click through the wizard until it uninstalls.
How to clean a computer screen
- Turn off your computer, and ensure it is switched off and unplugged from its power source. This will avoid damage to the screen and to you.
- Use a soft cloth, ideally a microfibre cloth, to wipe the screen down. This is so that the cloth doesn’t scratch the surface of the screen.
- If it requires a bit more than a wipe, you can use a solution of equal parts distilled water and white vinegar. Apply this to your cloth, or put some in a spray bottle and lightly spray the screen. Harsh chemicals and cleaners are best avoided, as these can damage your screen.
- You can also try isopropyl alcohol (or rubbing alcohol) if there are some particularly stubborn stains - use a cotton swab or a cloth for this. Ensure you’re cleaning gently.
- Once the screen is clean, ensure that it is completely dry before switching it back on!
How to make a strong password
Avoiding Simple Passwords
The least secure password is one that is easy to guess. For this reason, here is a list of things to avoid when creating a password:
- Numbers or letters in sequence, such as ‘abcde’ or ‘12345’.
- Passwords that contain part or all of your name or username.
- Any personal information relating to you, such as your birthday or spouse’s name.
- Any personal numbers, such as phone numbers or licence plates.
- Numbers or letters repeated, such as ‘aaaaa’ or ‘11111’.
- Any use of the word ‘password’.
Creating Complex Passwords
The simpler the password, the easier it is to guess. By the same token, the more complex you can make your password, the stronger and safer it is. Here is a list of ways you can make your passwords more robust:
- Make your password long;
- A password with 15 to 20 characters in it (or more) can help defend against brute force attacks, and makes guessing it very difficult.
- Use different character types;
- Passwords are more secure the more types of characters you use. This means both uppercase and lowercase letters, numbers, and special characters and symbols.
Different Password Techniques
There’s more than one way to create safe and secure passwords that are difficult to guess. Here are some methods of doing so:
- The Passphrase Method;
- This method describes the use of an extra-long passphrase made up of multiple random words chained together. This is useful in two ways; firstly, random words are very hard to guess or bruteforce, and result in a very long password. Secondly, they are easier to remember than a string of completely randomised digits and symbols, and easier still to input when logging in. It’s worth ensuring you’re still inputting numbers and symbols to your passphrase!
- The Obscure Passphrase Method;
- This method is the same as the previous method, but includes the use of uncommon words in your passphrase. These are words such as proper nouns, archaic words, words in other languages and historical figures. An example of this might be: ‘Gandhi-beefcake-microchip-Sunday-gracias'.
- The Sentence Method;
- This method uses an algorithm to turn a sentence into a memorable password. For example, your algorithm, or ‘rule’ might be to take the first three letters from a phrase and string them together. The phrase ‘Beautiful flowers atop Mount Everest’s peaks’ would become ‘BeafloatoMouEvepea’.