Troubleshoot common laptop issues
This guide helps you resolve common laptop problems. If these solutions don't work, contact IT support in #ask-it.
Laptop won't turn on
Symptoms
Screen stays black when you press the power button
No lights or sounds when pressing power button
Solutions
Charge your laptop:
Connect your charger and verify the charging indicator light is on
Wait 15 minutes, then try powering on again
Check your charger connection:
Ensure the charger is firmly connected to both the laptop and power outlet
Try a different power outlet
Check for debris in the charging port
Force restart:
Press and hold the power button for 10 seconds
Release, wait 5 seconds, then press the power button normally
If your laptop still won't turn on, contact IT support in #ask-it.
Laptop is running slow
Symptoms
Applications take a long time to open
Cursor is laggy or unresponsive
Beach ball appears frequently
Solutions
Restart your laptop:
Select Apple menu > Restart
Close all applications before restarting
Check for available storage:
Select Apple menu > About This Mac > Storage
If you have less than 15 GB free, free up disk space
Close unused applications:
Press Command + Q to quit applications you're not using
Check Activity Monitor for applications using high CPU or memory
Check for updates:
Select Apple menu > System Settings > Software Update
Install any available updates
If performance issues persist after trying these steps, contact IT support in #ask-it.
Can't connect to Wi-Fi
Symptoms
Wi-Fi menu shows "No internet connection"
Can't see available networks
Connected to Wi-Fi but can't access websites
Solutions
Turn Wi-Fi off and on:
Select the Wi-Fi icon in the menu bar
Select Turn Wi-Fi Off
Wait 5 seconds
Select Turn Wi-Fi On
Restart your laptop:
Select Apple menu > Restart
Forget and reconnect to the network:
Select Apple menu > System Settings > Wi-Fi
Select the (i) icon next to the network name
Select Forget This Network
Reconnect by selecting the network and entering the password
Reset network settings:
Select Apple menu > System Settings > General > Transfer or Reset
Select Reset Network Settings
Restart your laptop
If you still can't connect, contact IT support in #ask-it with:
The network name you're trying to connect to
Any error messages you're seeing
Application won't open or crashes
Symptoms
Application bounces in the dock but doesn't open
Application opens then immediately closes
Error message appears when trying to launch
Solutions
Force quit the application:
Press Command + Option + Esc
Select the application from the list
Select Force Quit
Try opening the application again
Restart your laptop:
Select Apple menu > Restart
Check for application updates:
Open the App Store
Select Updates in the sidebar
Install any available updates for the application
Reinstall the application:
Move the application to the Trash
Empty the Trash
Reinstall from the App Store or company portal
If the problem continues, contact IT support in #ask-it with:
The name of the application
The exact error message (include a screenshot if possible)
When the problem started
Screen is frozen
Symptoms
Cursor won't move
Keyboard input doesn't work
Applications don't respond
Solutions
Force quit unresponsive application:
Press Command + Option + Esc
Select the unresponsive application
Select Force Quit
If keyboard/mouse aren't responding:
Press and hold the power button for 10 seconds until the laptop turns off
Wait 10 seconds
Press the power button to turn on
Free up disk space
If you're running low on storage:
Empty the Trash:
Right-click the Trash icon in the dock
Select Empty Trash
Remove unnecessary downloads:
Open Finder
Select Downloads in the sidebar
Delete files you no longer need
Clear browser cache:
In Chrome: Select Settings > Privacy and security > Clear browsing data
Select Cached images and files
Select Clear data
Remove old applications:
Open Finder
Select Applications in the sidebar
Drag unused applications to the Trash
If you need to keep files but are out of space, contact IT support in #ask-it to discuss storage options.
Keyboard or trackpad not working
Symptoms
Keys don't type when pressed
Trackpad doesn't respond to touch
Some keys work but others don't
Solutions
Check for physical obstructions:
Look for debris under keys or on the trackpad
Clean gently with a soft, lint-free cloth
Restart your laptop:
Select Apple menu > Restart
If you can't click, press Control + Power button, then press R
Use an external keyboard/mouse:
Connect a USB keyboard or mouse
This can help determine if the issue is hardware-related
If the keyboard or trackpad still doesn't work, contact IT support in #ask-it. We may need to replace your device.
Still need help?
If these troubleshooting steps don't resolve your issue:
Post in #ask-it with:
A description of the problem
What you've already tried
Any error messages or screenshots
When the problem started
For urgent issues affecting your ability to work, note that in your message