When something breaks, the fastest fixes start with good information. A short, specific report saves a round of follow-up questions and gets you working again sooner.
What to include
- What you were trying to do. "Open the shared drive" or "print an invoice" tells IT far more than "my computer is broken."
- The exact error message. A screenshot is best. If you can't take one, write down the wording exactly, including any error codes.
- When it started, and whether it happens every time or only sometimes.
- What changed recently: a new update, a new program, a moved desk, a new password.
- Who else is affected. If coworkers have the same problem, the cause is probably the network, a server, or a cloud service rather than your computer.
- Which device: the computer name or the label on the machine, and whether you're in the office or working remotely.
Try these first
- Restart. A full restart, not just closing the lid, clears a surprising number of problems.
- Check the obvious connections. Is the cable plugged in, is Wi-Fi connected, is the printer on?
- Try a different browser or device, if the problem is with a website or online service.
If a restart fixes it, still mention it to IT, especially if it keeps happening.
Taking a screenshot
- Windows: press Windows + Shift + S, then select the area. Paste it into your email with Ctrl + V.
- Mac: press Command + Shift + 4, then drag to select. The screenshot is saved to your desktop.
Say if it's urgent
If you can't work at all, or a whole team is down, say so at the top of your message. "Nobody in the office can print" and "the printer is a little slow" need different responses.