HelpDesk
sign in

Six safe checks to try before opening a support ticket

Creation date: 10/30/2026 12:42 PM    Updated: 10/30/2026 1:01 PM
Print...

Many everyday technology problems can be narrowed down with a few safe checks. These steps are not a substitute for support, and you should skip anything that could interrupt a critical process or cause data loss.

1. Save your work

Save open documents and confirm that important files are stored in the approved company location. If an application is frozen, do not repeatedly force it to close when unsaved work may be present. Tell Zerolimit Consulting what is on screen and whether unsaved work is at risk.

2. Read the exact message

Write down the complete error message or capture a screenshot. Include the application, website, device, and action that produced it. A message such as access denied, offline, or license required points to a different problem than a blank window. Do not include passwords, MFA codes, recovery keys, API keys, or confidential records in a screenshot.

3. Check the scope

Determine whether the problem affects one application, one device, one user, several users, or the entire location. If a website does not load, try another approved website. If Wi-Fi appears unavailable, check whether another company device has the same problem. This helps distinguish a local issue from a wider outage.

4. Restart the affected application once

Close the application normally, wait several seconds, and reopen it. Do not repeatedly end tasks, delete application data, remove accounts, or reinstall software unless Zerolimit instructs you to. If the application will not close, note that in the ticket.

5. Restart the device once when it is safe

A restart can complete pending updates and clear temporary application or network problems. Save work first. Use the operating system's Restart command instead of holding the power button. Do not restart a server, shared workstation, point-of-sale device, network appliance, or other shared system without approval. Microsoft and Apple both recommend their normal restart controls rather than abrupt power removal.

6. Record what changed

Note when the problem began and whether anything changed shortly beforehand, such as a password reset, software update, new monitor, office move, Internet outage, or permission change. Do not attempt to reverse a managed update or security setting yourself.

Open a ticket with useful details

Include your name, company, location, affected device or user, exact error, time the issue began, number of people affected, business impact, and the checks you completed. Use Urgent Outage when a critical service is broadly unavailable and Security Incident or Suspicious Activity for phishing, unexpected MFA prompts, suspected compromise, or ransomware warnings.

Stop and contact Zerolimit immediately when

  • You see a ransomware or security warning.
  • You approved an unexpected MFA request or entered credentials on a suspicious site.
  • A device is lost or stolen.
  • A critical service is unavailable for multiple users.
  • Troubleshooting could interrupt a shared or safety-critical system.

References

Get help for this page Powered by Jitbit HelpDesk