Why a technician asks "Have you restarted your computer?"

It's a question we're all too familiar with and often times it elicits a sense of frustration as it seems the technician is trying to deflect or make you look foolish. That isn't the case though, it's an easy and common troubleshooting step for diagnosing & resolving computer issues quickly and easily. When troubleshooting it's best to start with the most basic and easy to accomplish steps first then move up in complexity as necessary. Restarting your computer usually only takes a minute or two and doesn't require intervention from a technician which costs time and money (it's free!).

Common issues that can be resolved by restarting your computer: 

• "My computer is slow"

• "My computer is frozen"

• "The program won't open/isn't working properly"

• "My document won't print"

• "I'm having network issues/the internet isn't working"

What happens when you restart your computer:

• Flushes RAM (Random Access Memory)
  RAM is your computer’s main type of memory and is also known as volatile memory because it is constantly in flux and doesn't store data when you restart. RAM handles short-term tasks and data and when you restart your computer, you "flush" (clear) out all the random, unimportant, and temporary data.
  

• Fixes Memory Leaks & Frees Up Memory
  Yes, memory "leaks". This occurs when when a program doesn’t close properly, or due to programming errors. The OS (Operating System) and programs use RAM while they're running then release it when you exit the program or a function is complete. Unfortunately outdated & poorly programmed software may not properly release the memory they've been using causing your computer to run low on memory when it's needed for something else.
  

• Improves Performance
  A slow computer can be very frustrating.. By restarting and flushing the RAM, your computer will run faster without all the memory leaks and temporary files restricting the amount of memory available to the OS and applications. Fixes Internet Connection
  

• Can Resolve Network & Internet Issues
  Sometimes a computer loses it's connection to the network or Internet causing it to be unable to access network resources or view websites. Restarting doesn't always fix the problem as it could be a more complex issue but it's a great troubleshooting step to determine if it's your computer or the network. If restarting your computer doesn’t resolve connectivity issues, it could be an issue with your network or your ISP (Internet Service Provider)

The reason it usually works has to do with how the integral parts of a computer function such as the RAM (Random Access Memory), the OS (Operating System), peripherals, and running applications.. RAM is a finite resource even though you have gigabytes of it installed in your computer the OS and running applications can use it all or not properly release it when they're done.. Restarting your computer wipes the RAM and any temporary files while the CPU, system controllers, and peripherals all reset and start again in a "fresh" state. This doesn’t always mean the problem won’t reoccur but a fresh start often resolves the problem quickly and easily or helps identify what troubleshooting steps need to be taken next. We recommend restarting your computer once a day if possible and before calling a technician under the assumption it's a complex problem.

"My internet doesn't work"

It can be very frustrating when you lose your internet connection often or it doesn't work at all. This can be due to problems with your network or your Internet Service Provider (ISP) that can be difficult to determine if you don't know what to look for. A common problem when calling your ISP for technical support is they blame your home network and won't help troubleshoot it because they don't own the equipment (your computer & router) and don't know how it's configured. Another common issue is that the problem is intermittent and by the time you call your ISP the issue isn't occurring at that time and you're told everything looks fine on their end.

There are essentially two networks you're dealing with when you experience issues connecting to the internet. One is your home network that's called the "internal network" and the other is the "external network" that your Internet Service Provider is responsible for. To determine what the cause of the problem is it's necessary to separate these two networks by running diagnostics on the computers and network devices throughout both networks to determine if your home network or your ISP's network is the cause. This is where we come in. 

Our certified technicians regularly resolve network & internet problems for clients. We're able to run diagnostics to determine if it's a bad network cable, configuration issue, or hardware failure. We have years of experience working with Internet Service Providers to troubleshoot network issues and know what to say when calling technical support on your behalf if necessary (Yes, we do that!). Give us a call - We fix your frustration.

"I forgot/don't know my Apple iCloud (Apple ID) username or password"

This problem comes up at times and depending upon what problem precipitated this greatly affects the outcome. iCloud securely stores your data (photos, documents, etc), keeps them updated across all your devices, and allows you to conveniently share data, calendars, locations, and more with friends and family. iCloud can also help you find your device if you lose it with "Find My iPhone" while protecting the data and device from being used if stolen with a component called "Activation Lock". When you turn on Find My iPhone on your iPhone, iPad, or iPod touch, your Apple ID is securely stored on Apple’s activation servers and your Apple device is linked to it. From then on your Apple ID password or the device passcode is required before anyone can turn off Find My iPhone or reactivate and use your device. This works well to protect your device and data from being stolen and used by someone else but also can lock you out of your device if you or a family member forgets the account details or you give someone the device without removing it from your iCloud account. If you restore an apple device or give it to someone else, the device needs to be removed from your iCloud account as it could become unusable without the iCloud/Apple ID password.

If you know your Apple iCloud/Apple ID username and need to reset the password there are options listed below.

1. If you have access to the device and are logged into it the easiest way to reset your password is from the device itself.

   Step 1: Tap Settings > [your name] > Password & Security.
   Step 2: Tap Change Password.
   Step 3: Enter your current password or device passcode, then enter a new password and confirm the new password.
   Step 4: Tap Change or Change Password.
   Step 5: Sign in with your new password to access Apple features and services.
   

2. If you’re not logged into the device or don’t have access to it you can reset your password on Apple’s website.
   
   Step 1: Open a web browser and go to https://appleid.apple.com/
   Step 2: Click on "Forgot Apple ID or password" below the field where you'd enter your Apple ID
   Step 3: Enter your Apple ID and click "Continue"
   Step 4: Select the option to reset your password, then choose “Continue”.
   Choose how to reset your password:
   - To answer your security questions, select "Answer security questions" and follow the rest of the steps.
   - To get an email, select "Get an email." To reset your password, use the email that Apple sends to your primary or rescue email address. Didn't get the email?
   - If asked for a Recovery Key, use the steps for two-factor authentication or two-step verification instead.
   

If you don't know your iCloud/Apple ID follow the steps below.

1. Use Apple’s iCould/Apple ID lookup tool on their website

   Step 1: Open a web browser and go to https://appleid.apple.com/
   Step 2: Click on "Forgot Apple ID or password" below the field where you'd enter your Apple ID
   Step 3: Click on the link "look it up" under the field where you'd enter your Apple ID
   Step 4: You will be asked to enter your First Name, Last Name, and email address, then click "Continue"
   Step 5: You will then be shown your Apple ID or an e-mail will be sent to the e-mail address it was registered with.

If you don't know your iCloud/Apple ID AND password and no longer have access to the e-mail address used to register your iCloud/Apple ID

1. The device will be unusable until the Activation Lock is removed. If you give the device to somebody else you’ll have to remove it from your iCloud account. If Apple is unable to assist you further when provided with the purchase receipt, bank statement, or other documentation to prove ownership there are no additional options.

   Step 1: There is no official supported way to to remove the Activation lock without getting access to the iCloud/Apple ID account
   Step 2: Look on the back cover of the device and write down the Serial Number. You may need this when speaking with an Apple representative.
   Step 3: Obtain the purchase receipt (best case) and/or the bank statement showing your purchase of the device or any other relative documents to prove ownership.
   Step 4: Visit the Apple Support website at https://support.apple.com/contact to contact them via phone or online chat OR take your device to an Apple retailer with a Genius bar
   Step 5: I your told they’re unable to help at that time obtain the Case ID number of your case, request what additional documentation/proof of ownership Apple requires and obtain that, and request to escalate the issue to a senior staff member.