Knowledge Library
Published Articles
Browse reviewed and approved troubleshooting guidance.
Category
Networking
Checking an Ethernet Connection
A wired Ethernet connection depends on a secure physical connection between the computer and the network device. A loose, damaged, or disconnected cable can prevent the computer from reaching the network.
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How to Check Network Adapter Status
This article supports the Check Network Adapter Status step in the VPN Connectivity Troubleshooting (Windows) workflow. It explains how to identify the status of physical and VPN network adapters without making unnecessary configuration changes.
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How to Check Security Software for VPN Conflicts
This draft supports the “Check Security Software for VPN Conflicts” step in the VPN Connectivity Troubleshooting (Windows) workflow. It explains the intended check, safe execution, and the evidence to capture before continuing.
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How to Compare Browser and Website Access
Help a reviewer support the Compare Browser and Website Access step without changing the workflow automatically.
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How to Configure Security Software for the VPN
Use this article when security software appears to be interfering with a VPN connection on a Windows device. It covers reviewing firewall or security-software settings, creating an approved exception or allow rule for the VPN when appropriate, keeping security protections enabled, and verifying the VPN connection afterward. On managed devices, follow organizational policy or contact IT support before changing security settings.
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How to Identify and Research the VPN Error
This draft supports the “Identify and Research the VPN Error” step in the VPN Connectivity Troubleshooting (Windows) workflow. It explains the intended check, safe execution, and the evidence to capture before continuing.
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How to Inspect Security and Filtering Evidence
Help a reviewer support the Inspect Security and Filtering Evidence step without changing the workflow automatically.
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How to Refresh DNS and Restart Windows
Use this article to perform the VPN workflow's bounded DNS refresh. It clears only the local Windows DNS resolver cache with ipconfig /flushdns, then restarts Windows and retests the VPN. It does not reset Winsock or TCP/IP and does not release or renew network addressing.
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How to Reinstall VPN Client
Use this article when reinstalling a VPN client is an appropriate troubleshooting step for a Windows device. It covers safely removing the existing application, restarting Windows, reinstalling the VPN client from an approved source, and recording the result before continuing troubleshooting.
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How to Restart Router/Modem
Help a reviewer support the Restart Router/Modem step without changing the workflow automatically.
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How to Restart the Network Equipment
This draft supports the “Restart the Network Equipment” step in the Internet Connection workflow. It explains the intended check, safe execution, and the evidence to capture before continuing.
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Inspect Windows Network Configuration with ipconfig
The ipconfig command displays Windows TCP/IP configuration. It can show addresses, subnet masks, default gateways, DNS servers, and DHCP details that help diagnose connectivity problems. Its release, renew, and flush options change network state and should be used only when the symptom justifies them.
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Category
Administration
How to Check for an Approved Application Update
This article supports the Check for an Approved Application Update step in the Application Keeps Crashing workflow. It explains how to safely determine whether an approved software update is available and how to obtain updates from trusted sources before continuing troubleshooting.
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How to Check Windows Update
This article supports the Check Windows Update step in the Computer Running Slowly workflow. It explains how to check for available Windows updates, determine whether updates are pending, and identify whether a restart is required before continuing performance troubleshooting.
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Category
Desktop Support
How to Check Speaker or Headset Connections
This article supports the Check Speaker or Headset Connections step in the No Sound workflow. It explains how to verify that speakers, headsets, and other audio devices are properly connected, powered, and recognized before continuing software troubleshooting.
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How to Check the Application's Audio Controls
This article supports the Check the Application's Audio Controls step in the No Sound workflow. It explains how to verify that the application is configured to use the correct audio output device and that its audio settings are not muted or misconfigured before continuing troubleshooting.
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How to Check Video Cable Connections
Help a reviewer support the Check Video Cable Connections step without changing the workflow automatically.
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How to Check Windows Camera Privacy Settings
This draft supports the “Check Windows Camera Privacy Settings” step in the Webcam Not Working workflow. It explains the intended check, safe execution, and the evidence to capture before continuing.
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How to Clear the Printer Warning
Help a reviewer support the Clear the Printer Warning step without changing the workflow automatically.
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How to Confirm the Windows Device
This article supports the Confirm the Windows Device step in the Computer Running Slowly workflow. It explains how to verify that troubleshooting is being performed on the correct Windows computer, confirm the Windows version, and ensure the technician has access to the appropriate device before making changes.
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How to Force Windows to Detect Display
Use Windows display controls to detect a connected external monitor and select the correct projection mode. These checks help distinguish a Windows display-setting problem from a cable, port, adapter, or monitor problem.
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How to Inspect and Clear a Stuck Windows Print Queue
Inspect one Windows printer queue, remove the least amount of authorized queued work needed to recover it, and verify the result without treating a queue change as proof that every printing problem is resolved.
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How to Inspect the Printer Status
Learn how to interpret common printer warnings before changing settings. Check the printer’s display and status lights for paper, ink or toner, open-cover, jam, offline, and error-code indicators.
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How to Install the Approved Bluetooth Driver
This article supports the Install the Approved Bluetooth Driver step in the Bluetooth Device Not Connecting workflow. It explains how to safely identify, obtain, and install the approved Bluetooth driver while avoiding unofficial or incompatible driver packages.
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How to Select the Intended Audio Output
This article supports the Select the Intended Audio Output step in the No Sound workflow. It explains how to identify and select the correct playback device in Windows when multiple audio devices are available.
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How to Update or Reinstall Webcam Driver
This draft supports the “Update or Reinstall Webcam Driver” step in the Webcam Not Working workflow. It explains the intended check, safe execution, and the evidence to capture before continuing.
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How to Verify Application Camera Settings
This article supports the Verify Application Camera Settings step in the Webcam Not Working workflow. It explains how to confirm that the correct camera is selected and available within the affected application before continuing with additional troubleshooting.
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How to Verify Monitor Power and Input
Help a reviewer support the Verify Monitor Power and Input step without changing the workflow automatically.
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How to Verify the Application After an Update
This article supports the Verify the Application After an Update step in the Application Keeps Crashing workflow. It explains how to confirm that the update was successful and whether it resolved the reported issue before continuing troubleshooting.
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Reading Windows Performance in Task Manager
Task Manager provides a live view of the applications and Windows processes using processor, memory, disk, and network resources. The goal is to observe sustained patterns before making a change—not to end unfamiliar processes.
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Storage Space and Windows Performance
Windows needs free storage for updates, temporary files, application caches, and virtual memory. Cleanup recommendations help identify removable content while keeping the user in control of what is deleted.
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Using Device Manager to Troubleshoot Hardware
Use Device Manager to determine whether Windows recognizes a hardware device and whether Windows reports a device or driver problem. This article explains how to inspect device status safely without making system changes or interrupting the troubleshooting workflow.
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Category
Security
How to Run a Windows Security Quick Scan
This article supports the Run a Windows Security Quick Scan step in the Computer Running Slowly workflow. It explains how to perform a Microsoft Defender Quick Scan to identify common malware that may be affecting system performance before continuing with additional troubleshooting.
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