The Top 3 Help Desk Questions: Quick Solutions for Common IT Problems

By: Tom Gilmore

Most help desk requests fall into three major categories: email issues, software errors, and hardware glitches. While these problems may be common, you can solve many of them quickly with the right sequence of steps.

Below is a straightforward, step-by-step troubleshooting guide to help you recover quickly, reduce downtime, and avoid unnecessary frustration.

 

1. Email Access Issues

Email disruptions can stop work in its tracks. Common problems include:

  • Being unable to send or receive messages.
  • Outlook not syncing or crashing.
  • Shared mailboxes or calendars not loading.

Do some of these issues sound painfully familiar? Here are some quick step-by-step solutions.

If you can’t send or receive emails…

  • Make sure you’re connected to the internet.
  • Open Outlook and look for “Work Offline” in the status bar. If it’s enabled, turn it off.
  • Check if your mailbox is full—a full mailbox can block new emails from coming in.
  • Close Outlook completely and reopen it.
  • If the issue continues, restart your computer and test again.

If Outlook isn’t syncing or keeps crashing…

  • Fully close Outlook.
  • Restart Outlook in Safe Mode: Press Windows Key + R, type outlook.exe /safe, and hit Enter.
  • If Outlook runs normally in Safe Mode, disable add-ins under File → Options → Add-ins.
  • Check for Windows or Office updates and install them.
  • If the problem persists, you may need to create a new Outlook profile—corrupted profiles are extremely common. Contact your IT support team.

If shared mailboxes or shared calendars aren’t loading…

  • Remove the shared mailbox from your Outlook account settings.
  • Close Outlook and reopen it.
  • Add the shared mailbox again.
  • If access was recently granted, wait 15 to 30 minutes—permission updates take time to sync.
  • If it still doesn’t work, try opening the mailbox in Outlook Web Access. To do so:

Go to Outlook Web (https://outlook.office.com). Try sending and receiving a message.

If everything works on the web:
The issue is isolated to your computer, so Outlook on your device may be glitching, outdated, or misconfigured.

If it doesn’t work on the web:
The problem is not your computer. It may be related to your mailbox, password, permissions, or a wider service issue.

 

2. Software & Application Troubleshooting

When productivity apps break down, it’s disruptive—but most issues can be resolved with a standard troubleshooting sequence. Common problems include:

  • Office apps like Word or Excel won’t open.
  • Teams, OneDrive, or SharePoint sync display errors.
  • Licensing or activation issues persist.

Annoying, right? Try these step-by-step solutions:

If a Microsoft Office app won’t launch or keeps crashing…

  • Close all Office applications.
  • Open Task Manager and end any lingering Office-related processes.
  • Try reopening the app.
  • If it still crashes, repair Office: Go to Control Panel → Programs → Microsoft Office → Change → Online Repair.
  • If repairs don’t help, disable all add-ins and re-enable them one at a time to find the culprit.

If Teams, OneDrive, or SharePoint are not syncing or showing errors…

For Teams:

  • Sign out fully.
  • Quit the Teams app.
  • Clear the Teams cache by deleting the contents of %appdata%\Microsoft\Teams
  • Relaunch Teams or reinstall if needed.

For OneDrive:

  • Check if syncing is paused.
  • Make sure you’re logged into the right account.
  • Look at the file path—OneDrive often breaks when folders exceed path length limits (no more than 400 characters).
  • Restart the OneDrive app and attempt syncing again.

For SharePoint:

  • Try opening the site in a private browser window.
  • Verify that you still have permission to the site or document library.
  • Check if the issue is tied to a specific file—corrupt uploads happen more often than expected.

If licensing or activation isn’t working

  • Open any Office app and check File → Account to confirm your license is recognized.
  • Sign out of Office completely.
  • Restart your computer.
  • Sign back in using the correct Microsoft account.
  • Install pending Windows and Office updates.
  • If activation still fails, run Office’s built-in activation troubleshooter..

 

3. Hardware or Peripheral Issues

Hardware problems can be frustrating, but they usually follow predictable patterns. A structured approach can often pinpoint the issue in minutes. Common problems include:

  • Printers are not connecting.
  • Monitors or displays are wonky.
  • The keyboard, mouse, or docking station won’t function.

We’ve all been there. But here’s how to overcome those challenges:

If your printer won’t print or appears to be offline…

  • Make sure the printer is powered on.
  • Check the physical connection—USB, Ethernet cable, or Wi-Fi.
  • Restart the printer.
  • On your computer, go to Settings → Bluetooth & Devices → Printers and check the printer status.
  • If the printer queue is stuck, restart the Print Spooler service.
  • Reinstall the printer driver if issues continue.
  • For network printers, verify you’re connected to the correct Wi-Fi network and try pinging the printer’s IP.

If your monitor isn’t displaying correctly…

  • Check every cable connection, including power and display cables.
  • Try a different HDMI or DisplayPort cable.
  • Press Windows + P and select the correct display mode (Extend, Duplicate, etc.).
  • Restart your computer with the monitor connected.
  • Update your graphics driver.
  • If you’re using a docking station, try connecting the monitor directly to your laptop. Does the monitor work now? If so, the dock’s the problem.

If your keyboard, mouse, or docking station isn’t working…

For keyboards and mice:

  • Replace batteries if wireless.
  • Re-pair the device to Bluetooth.
  • Plug the device into a different USB port.
  • Test it on another computer to rule out hardware failure.

For docking stations:

  • Unplug the dock’s power cable.
  • Disconnect all connected devices.
  • Wait 10 seconds.
  • Reconnect power.
  • Plug in your laptop and peripherals again. This simple “power cycle” resolves many docking station issues.

Need extra help? Let’s escalate. 

Some issues require help from IT or a managed help desk. Consider escalating when:

  • Multiple users are affected.
  • Logs show repeated system errors.
  • There is suspected unauthorized access or potential security risk.
  • The issue blocks business-critical operations.
  • You’ve followed the full troubleshooting sequence without resolution.

If you’ve tried several steps and the outcome isn’t changing, it’s time to get support involved.

We’re your partners in holistic IT solutions.

These step-by-step guides cover the most common issues employees experience with email, software, and hardware. Following a structured troubleshooting sequence saves time, reduces stress, and keeps work moving when technology gets in the way.

If your organization is ready to improve its help desk reliability—or wants more efficient processes that prevent recurring issues—Lume Strategies can help.

Learn more about Lume’s Solution Center service today!