Before You Call Support

A Mandatory Checklist to Save Everyone’s Time

Please read carefully: Most technical issues are caused by temporary conditions such as power, network, or device state changes. Completing this checklist resolves the majority of problems without needing a support call.

1. Power & Physical Checks

The device is powered on (indicator lights visible).
Power cable is firmly connected at both ends.
Power strip / UPS is switched on.
No recent power outage or flicker occurred.
Device is not excessively hot.
All cables are fully inserted (USB, Ethernet, HDMI).
No cable appears damaged, loose, or under tension.

2. Restart (Yes, Really)

I restarted the device completely (shutdown, wait 30 seconds, power on).
I restarted my computer.
I restarted the router or modem (if network-related).
I waited until all devices fully rebooted.

3. Network & Connectivity

Internet works on another device.
Wi‑Fi is connected to the correct network.
Ethernet cable is plugged in (if used).
VPN is disconnected (or correctly connected if required).
I did not change location, building, or desk.
No message says “Offline”, “Disconnected”, or “Limited”.

4. Printers (Please Be Honest)

Printer is powered on and not in sleep mode.
No blinking red or orange warning lights.
Paper tray contains paper and is properly seated.
No paper jam (checked all access panels).
Correct printer is selected.
Printer shows "Ready" or "Online" status.
I tried printing a test page.

5. Software & Applications

I closed and reopened the application.
I logged out and logged back in.
I checked for visible error messages.
I did not ignore any warnings.
I did not change settings recently.

6. Time & Account Issues

I am using the correct username/account.
My password was not recently changed.
My session did not time out.
The issue did not occur after midnight or overnight.

7. The Final Reality Check

I am certain this is not a temporary issue.
I verified the problem still exists right now.
I can clearly describe what I expected vs what happened.
I can state when the issue started.

Important: If you checked fewer than 80% of the boxes above, please complete the checklist before contacting support.