Frequently Asked Questions

Being in IT support we are often asked similar questions a lot of the time. We have therefore compiled a list of frequently asked questions and possible solutions to help aid you in solving your own computer issues. Some of these solutions are simply basic steps to ensure that you’ve covered all bases before you bring in your machine.

General Frequently Asked Questions

Absolutely we do! We would recommend that if possible it would be better for us to have the computer in the shop with us, however this isn’t always possible and so we can make an appointment for an engineer to visit you at home. If you need to reschedule or cancel an appointment we would ask that you give as much notice as possible. Primary PC Solutions may also have to reschedule or cancel an appointment if we receive a priority call from a Service Level Agreement customer but we endeavour to give as much notice as possible.
Yes we do! We stock a wide array of common computer components and parts. If we do not hold stock of the item you require we can order it in next day. We also sell a range of laptop and desktop computers so if you are looking for an upgrade or a completely new system Primary PC Solutions can help you.
We do sell some refurbished and reconditioned machines. Due to the pricing of these items, they are very popular and so are sold on a first-come first-served basis. Our machines are all manufacturer refurbished and come with warranty. We do not sell in-house reconditioned machines as we cannot give any guarantee of any continued lifespan.
We offer a service to provide engineer reports complete with a cost breakdown for repairs, high quality photography and explanations in plain English for insurance claims. Please ask one of our Engineers at the counter for details.

Computer Issues

This is one we hear very often indeed, but the solution is sometimes very simple. Firstly check to make sure that the computer’s power cord is completely plugged into the wall socket and that the end that goes into your computer is also securely plugged in. A loose connection can result in power-loss. It is also important to make sure that if you are using a surge protected power strip that the light is on, if the light is off, it could be that the surge protector has been tripped and may need a new fuse. If there’s still no power, chances are you’ll need to pop it into us and we can take a look at it for you.
There could be literally thousands of reasons as to why your computer has crashed or frozen. Most of the time there isn’t an awful lot you can do about it and for the most part these freezes are one-off issues that may never appear again. With computer programs becoming more and more complex, occasionally users will experience problems even when performing common tasks. When your computer no longer responds to mouse or keyboard commands your best bet is to reboot the computer by holding down the power button and turning it back on. If this issue is becoming more common when performing certain tasks it might be an indicator of hardware failure so please feel free to pop it in to us.
We’ve all seen the dreaded Blue Screen of Death, a page devoted to seemingly impossible to understand nonsense that causes immediate panic and occasional swearing. There are numerous blue screen errors that could appear at any time and they all differ depending on operating system, for the most part, the only thing to do is to try to reboot the machine. If you’ve seen these appearing regularly, it is very important that you try to get a picture of the error screen as this will help us diagnose the problem.
This is a good indicator that there is a potential problem with your hard-drive. There’s unfortunately not a lot you can do about this problem but it’s best to catch it early and bring it in, working with a potentially faulty drive can lead to data loss so it’s best not to gamble with it.
There is a battery called the Bios/Cmos battery that store basic system information including the date and time, when this goes flat the system is unable to keep the setting. This is normally like a large watch battery. Contact us if you need help or to order a replacement.

Viruses and Malware

A computer virus is a piece of software that has been written with the sole purpose to irritate the user by causing problems on your system or to make you pay money with the promise of removal and ongoing protection. Viruses are usually non-destructive but can cause other problems that may stop your machine from running correctly and can also allow Malware and other more malicious code to run on your system. There are many different anti-virus programs available to help protect your computer. It is important to realize that many computers do not come pre-loaded with these already installed and that if computers do come with these programs, the programs may only be trials and may expire within 90 days.It is also important to note that there can be too much of a good thing and you should only have one anti-virus product installed at any time.
Another common question we get is which of the anti-virus products out there would we recommend? We recommend Bullguard Internet Security for home users or ESET Endpoint Protection for businesses. We’ve used both products at home and work and we vouch for their usability, threat detection and limited impact on machine performance. For us, computer protection doesn’t get much better.
Malware is the bigger, badder brother of viruses, these bits of software have been written to perform malicious actions on your machine, for example, the destruction of data, to farm information or gain access to sensitive accounts or information. Malware can usually sneak past most traditional anti-virus products so it’s important to team your anti-virus with an anti-malware scanner like Malwarebytes Anti-Malware.
If your computer is infected with a virus formatting or erasing the hard disk drive and starting over will almost always remove any type of virus. However, keep in mind if backups have been made that contain the virus, other media or drives connected to the computer have a virus, your computer is connected to another computer on a network with a virus, and/or the virus is stored on some other type of software you use with your computer it can become re-infected if not properly protected.