Basic Computer System Troubleshooting

*Reminder: if any issue persists after you have tried to troubleshoot on your own,
please reach out to your support team via email/Socrates for additional assistance.

Internet Issues
o Speed test
o Go to www.speedtest.net
o Click “GO”
o Document the upload and download speeds

• If you cannot connect to the internet, check your router.

o There should be status indicators that are lit up.
o If none of them are lit, disconnect the power cord and wait a few minutes
before plugging back in.
o If this does not allow internet access, we recommend you call your
Internet Service Provider for additional assistance.

Adobe Connection Test

The Connection Test checks your computer to make sure all system requirements are
met. If you pass the first three steps of the test, then you are ready to participate in the
meeting. If you do not pass the test, perform the suggested actions, and run the test
again. Below is the link for the Adobe Connect Meeting Diagnostic Test
• https://helpx.adobe.com/adobe-connect/using/connection-test-connect-
meeting.html
• If you are having issues with Adobe Connect below is the Troubleshooting &
Help page
• https://helpx.adobe.com/support/connect.html
Browser Issues: Clear History, Cookies and
Cache
• We recommend this being done each day before or after servicing.
• In Google Chrome:
o On your computer, open Chrome.
o At the top right, click the three vertical dots.
o Click More Tools, select Clear browsing data.
o At the top, choose a time range.
o To clear everything, select All Time.
o Be sure the following boxes are checked:
▪ Browsing history
▪ Cookies and other site data
▪ Cached images and file
o Click Clear data.
• In Microsoft Edge
• On your computer, open Microsoft Edge.
• At the top right, click the three horizontal dots.
• Select Settings > Privacy, search, and services.
• Under Clear browsing data, select Choose what to clear.
• Under Time range, choose a time range.
• Be sure the following boxes are checked:
o Browsing History
o Cookies and other site data
o Cached images and files

Frozen
• An Application is Frozen
o On a PC
▪ Press (and hold) Ctrl+Alt+Delete.
o On a Mac
▪ Press (and hold) Command+Option+Esc.
o This will open the Task Manager for you to select the unresponsive
application and click End task (or Force Quit on a Mac) to close it.

• Computer is Frozen
o If the entire computer is frozen, a forced restart may be needed.
▪ Press and hold the Power button.
 • This is usually located on the front or side of the computer.
• Hold the Power button for 5 to 10 seconds to force the
computer to shut down.
▪ If the computer still won't shut down, unplug the power cable from
the outlet.
• This should be a last resort if all other options above do not
work.
• Audio Issues
o If the sound isn't working:
▪ Check the volume level on your wired headset.
▪ Check the volume on your computer.
▪ In Adobe:
• Click on Meeting
• Select Audio Setup Wizard and follow the prompts.
▪ Unplug your wired headset, wait 10-15 seconds, and plug it back in.
Repeat the steps above to see if that fixes the issue.
▪ If you have tried all of the above with no success, a new wired
headset may be needed.

NexRep Troubleshooting Guide is also an available

Resource

How to test Webcam in Windows

o Camera Issues
o When your camera isn't working in Windows 11, it might be missing drivers after
a recent update. It's also possible that your antivirus program is blocking
the camera, your privacy settings don't allow camera access for some apps, or
there's a problem with the app you want to use.

If the Get Help app is unable to resolve your camera issue, do these steps first before
working through the possible solutions listed:

▪ Check for updates. Select Start > Settings > Windows Update > Check
for updates.
▪ If there are no updates for your camera, try to select Advanced
options > Optional updates, and look for any driver updates for your
camera. Allow available updates to install, then restart your device
when it's ready.
▪ Restart your PC. If you haven't restarted your device since the camera
stopped working, you should do so. Select Start > Power > Restart .
Waking up your device from sleep isn't the same thing as a restart.
 ▪ Test your camera with the Camera app. Select Start , then
choose Camera from your apps. If you're asked to allow access to the
Camera, select Yes. If the camera works in the Camera app, the problem
might be with the app you're trying to use.

Open Camera

If your camera still doesn’t work, here are some other things to try. For the best results,
try the possible fixes in the order presented.

Check for a camera switch or button on your device

Some laptops and portable devices have a physical switch or button that turns the
camera on or off. When it's turned off, your device may not recognize that there's a
camera installed, or it may cause your camera to show an image of a camera with a
slash through it. If your laptop has a switch or button, make sure it's in the on position
before using your camera.

Those switches or buttons may not be easy to find, so make sure you check all possible
places. For example, it could be:

▪ A button on the keyboard that's activated with the Fn key

▪ A dedicated camera button on the keyboard
 ▪ A sliding switch on the side of a laptop

▪ A small slider for a shutter, built right into the camera

Check your settings

Give your apps permission

If you recently updated Windows 11, you might need to give apps permission to use the
camera. In newer versions of Windows 11, some apps won't have default access to the
camera.

Here's how to let your apps access the camera:

 1. Select Start > Settings > Privacy & security > Camera .

Allow access to the camera on this device

2. Make sure Camera access is turned on.

Note: If camera access for the device is turned off and greyed out, you'll
need an administrator on the device to turn on camera access for you.

3. Make sure Let apps access your camera is turned on.

4. Choose which apps should have access. Only apps that were installed from
the Microsoft Store will appear in this list.

If you're having problems with an app that you did not install from Microsoft Store, make
sure that “Let desktop apps access your camera" is turned on. You can't turn off
camera access for individual desktop apps. Internet browsers, like Microsoft Edge, and
many video conferencing apps, like Microsoft Teams, are desktop apps that require this
setting to be turned on.

Check your antivirus software

In your antivirus software settings, look for settings that block access to your camera or
permission to use your camera. For help, visit your antivirus software company’s
website.

Check your hardware drivers

Try a different USB port and scan for hardware changes

If you're using an external camera, try using it with a different USB port on your device
first. If that doesn't work, or your camera is built in on your device, try this:

1. Select Start , type device manager, then select it from the search results.
2. Find your camera under Cameras, Imaging devices, or Sound, video and
game controllers.
3. If you can't find your camera, select the Action menu, then select Scan for
hardware changes.
4. Wait for it to scan and reinstall updated drivers, restart your device, then
open the Camera app again to test it.
5. If these steps don't fix your issue, continue to the next steps.

Roll back the camera driver

If your camera stopped working after an update, try these steps:
 1. In Device Manager, right-click (or press and hold) on your camera, then
select Properties.
2. Select the Driver tab, select Roll Back Driver, and then choose Yes. (Some
drivers don’t provide this option. If your driver doesn’t have Roll Back
Driver available, go ahead to the next fix.)
3. After the roll back is complete, restart your device, and then try opening the
Camera app again.
4. If rolling back didn’t work or isn’t available, continue to the next steps.

Uninstall your camera driver and scan for hardware changes

1. In Device Manager, right-click (or press and hold) on your camera, and then
select Properties.
2. Select the Driver tab, then select Uninstall Device. Select the check box
for Attempt to remove the driver for this device, then select OK.
3. In Device Manager, on the Action menu, select Scan for hardware
changes.
4. Wait for it to scan and reinstall updated drivers, restart your PC, and then try
opening the Camera app again.

Note: If your camera still doesn’t work, look for help on the camera manufacturer’s website.

Switch to UVC driver

Most available USB webcams are UVC (standard USB Video Class) compatible
cameras. They will work with the UVC driver that is included in Windows (the in-box
UVC driver). If your webcam is not working correctly, swapping to the in-box UVC driver
may resolve the issue. Please follow the steps below to change drivers (admin rights
are required).

Note: The in-box UVC driver may not support all the features of your camera. For example, Windows
Hello face recognition may no longer work if it was supported by the camera manufacturer's driver
using custom USB extensions not supported by the in-box driver.

1. Select Start , type device manager, then select it from the search results.
2. Find the problem webcam from the list of devices shown in the Device
Manager. It should appear either under Cameras or Imaging devices.
3. Right-click the webcam device and select Update driver.
4. Select Browse my computer for drivers.
5. Select Let me pick from a list of available drivers on my computer.
6. Select USB Video Device and then select Next to complete the driver
update.
7. Select Close to acknowledge settings choices and go back to Device
Manager. The webcam will now appear under the Cameras category in the
Device Manager list.
Sound/Audio Settings
Fix Sound or Audio problems in Windows

1. Check your speaker output

If multiple audio output devices are available, check that you have the appropriate one
selected. Here's how:

1. Select the Speakers icon on the taskbar.

2. Next, select the arrow to the right of the speaker volume slider to open a list
of audio devices connected to your computer. The tool tip should display
as Manage audio devices when hovering over the arrow.

3. Check that your audio is playing to the audio device you prefer, such as a
speaker or headphones.

If this doesn't help, continue to the next tip.

2. Run the audio troubleshooter

The audio troubleshooter might be able to fix audio problems automatically.

To run the troubleshooter:

1. Go to Search in the taskbar, type audio troubleshooter, and select Find

and fix problems with playing sound from the results to launch the
troubleshooter.

2. Select Next, and then select the device you want to troubleshoot and then
continue through the troubleshooter.
You can also launch the troubleshooter from audio Settings:

▪ Select Start > Settings > System > Sound > Troubleshoot common
sound problems and select Output devices or Input devices.

If running the troubleshooter doesn't help, continue to the next tip.

3. Verify that all Windows Updates are installed

To check for updates:

1. Select Start > Settings > Windows Update and select Check for
updates.

Open Windows Update

2. Do one of the following:

▪ If the status says, "You're up to date," go to the next tip.

▪ If the status says, "Updates are available," select Install now.

3. Select the updates you want to install, then select Install.

4. Restart your PC and check if your sound is working properly.

If that didn't solve your problem, continue to the next tip .

4. Check your cables, plugs, jacks, volume, speaker, and headphone

connections
Try these steps:

1. Check your speaker and headphone connections for loose cords or cables.
Make sure all cords and cables are plugged in.

2. If you use a USB headset, you may need to switch to a different port.

3. If you have multiple 5mm jacks to plug into, especially on a surround sound
system, make sure all cords and cables are plugged into the correct jack.

▪ If it’s not clear which jack goes with which cord, consult your
hardware manufacturer, or try the most obvious outputs one at a
time and see if they work
Note: Some systems use a green jack for output and a pink jack for mic
input and others will be labeled "headphone" or "microphone."
 4. Make sure the power is turned on.

5. Make sure the mute setting is not turned on and try turning up all the volume
controls.

Note: Some speakers and apps have their own volume controls. Be sure to
check them all.

6. Try connecting your speaker and headphones to a different USB port.

7. It's possible that your speakers won't work when your headphones are
plugged in. Unplug your headphones and see if that helps.

If you're still having audio problems, see the next sections for additional troubleshooting.

5. Check sound settings

Check to make sure your audio devices aren't muted and haven't been disabled.

1. Select and hold (or right-click) the Speakers icon on the taskbar, and then
select Open Volume mixer.

Note: If you don't see Speakers displayed, it may be in the overflow area.
Select Show hidden icons to check there.

2. You’ll see a set of volume controls for your devices. Make sure none of them
are muted. If any of them are muted, you’ll see an "x" next to the volume
control . To unmute do one of the following:
 ▪ Select the volume control and adjust to the desired volume level.

▪ Select the Unmute speakers icon.

3. Check your device properties to make sure that your devices have not been
disabled by mistake. Select Start > Settings > System > Sound .

4. Under Advanced, select More sound settings and select either

the Playback (output) or Recording (input) tab.
5. Select your device and then select Properties.

6. Next to Device usage, check that Use this device (enable) is selected from
the list for the output and input devices.
If that didn't solve your problem, continue to the next tip.

6. Fix your audio drivers

Hardware problems can be caused by outdated or malfunctioning drivers. Make sure
your audio driver is up to date and update it if needed. If that doesn't work, try
uninstalling the audio driver (it will reinstall automatically). If that doesn't work, try using
the generic audio driver that comes with Windows. If you're having audio issues after
installing updates, try rolling back your audio driver.

To update your audio driver automatically:

1. In the search box on the taskbar, type device manager, then select it from
the results.

2. Select the arrow next to Sound, video and game controllers to expand it.

3. Select and hold (or right-click) the listing for your sound card or audio device,
such as headphones or speakers, select Update driver, then select Search
automatically for drivers. Follow the instructions to complete the update.
If Windows doesn't find a new driver, look for one on the device manufacturer's website
and follow those instructions. If that doesn't work, try uninstalling your audio driver.

To uninstall your audio driver:

1. In the search box on the taskbar, type device manager, then select it from
the results.

2. Select the arrow next to Sound, video and game controllers to expand it.

3. Select and hold (or right-click) the listing for your sound card or audio device,
select Uninstall device, select the Attempt to remove the driver for this
device check box, and then select Uninstall.
 4. Restart your PC.

Note: Be sure to save your documents and any other current work before
you restart.

▪ This restart will automatically prompt your PC to reinstall your

audio driver.

▪ To restart, select Start > Power > Restart .

If those options didn’t work, try using the generic audio driver that comes with Windows.

To use the generic audio driver that comes with Windows:

1. In the search box on the taskbar, type device manager, then select it from
the results.

2. Select the arrow next to Sound, video and game controllers to expand it.

3. Select and hold (or right-click) the listing for your sound card or audio device,
then select Update driver > Browse my computer for drivers > Let me
pick from a list of available drivers on my computer.
 4. Select the audio device whose driver you want to update, select Next, and
then follow the instructions to install it.

If these steps didn't solve your audio issue, visit your device manufacturer’s website and
install the most recent audio/sound drivers for your device. The following is an example
of a driver download page for a sound device manufacturer.
If you have audio issues after installing updates

If your audio was working before you ran Windows Update and now isn’t working, try
rolling back your audio driver.

To roll back your audio driver:

1. In the search box on the taskbar, type device manager, then select it from
the results.

2. Select the arrow next to Sound, video and game controllers to expand it.

3. Select and hold (or right-click) the listing for your sound card or audio device,
then select Properties.

4. Select the Driver tab, then select Roll Back Driver.

5. Read and follow the instructions and then select Yes if you want to roll back
your audio driver.

If rolling back your audio driver didn't work or wasn't an option, you can try to restore
your PC from a system restore point.
Restore your PC from a system restore point:

When Microsoft installs updates on your system, we create a system restore point in
case problems arise. Try restoring from that point and see if that fixes your sound
problems. For more info, see "Restore from a system restore point" in Recovery options
in Windows.

7. Set your audio device as the default device

If you're connecting to an audio device—such as headphones or speakers—using USB
or HDMI, you might need to set that device as the default audio device. If you’re using
an external monitor that doesn’t have built-in speakers, make sure that the monitor isn’t
already selected as your default output device. if it is, you won’t have any audio. You
can check that when you set your default output audio device. Here’s how:

1. Select Start > Settings > System > Sound .

2. In the Output section, select the device you want to use for playback as your
output device. When you select this device, you’re also setting it as the
default.

If setting your audio device as the default device doesn't help, continue to the next tip
for additional troubleshooting.

8. Turn off audio enhancements

Sometimes having audio enhancements on can result in audio issues. Disabling them
may resolve your issue.

1. In the search box on the taskbar, type control panel, then select it from the
results.

2. Select Hardware and Sound from the Control Panel, and then
select Sound.

3. On the Playback tab, select and hold (or right-click) the Default Device, and
then select Properties.

4. Select the Advanced tab and uncheck either the Enable audio
enhancements or the Enable sound effects check box (depending on
which option you see), select Apply, and try to play your audio device.

5. If that doesn't work, on the Playback tab, select and hold (or right-click)
another default device (if you have one), and select Properties. Uncheck
either the Enable audio enhancements or the Enable sound effects check
box (depending on which option you see), select Apply, and try to play audio
again. Do this for each default device.
If turning off audio enhancements doesn't help, see the next sections for additional
troubleshooting.

9. Restart Audio Services

1. In the search box on the taskbar, type services, then select it from the
results.

2. Select each of the following services, select and hold (or right-click),
select Restart, and then select Yes:

▪ Windows Audio

▪ Windows Audio Endpoint Builder

 ▪ Remote Procedure Call (RPC)

If restarting these services doesn’t resolve your issue, see the next sections for more
troubleshooting.

10. Try different audio formats

1. In the search box on the taskbar, type control panel, and then select it from
the results.

2. Select Hardware and Sound from the Control Panel, and then
select Sound.

3. On the Playback tab, select and hold (or right-click) Default Device, and
then select Properties.

4. On the Advanced tab, under Default Format, change the setting,

select OK, and then test your audio device. If that doesn't work, try changing
the setting again.
If trying different audio formats doesn't help, see the next sections for additional
troubleshooting.

11. Restart to apply installed updates

Many updates require you to restart your device.

To check and see if you have installed updates pending and need to restart:

1. Save your work and close all open applications.

 2. Select Start > Power . If you have installed updates pending, you’ll see
options to Update and restart and Update and shut down.

3. Select one of those restart options to apply the updates.

Need help with Windows Update? See Troubleshoot problems updating Windows.

If restarting doesn't help, see the next section for additional troubleshooting.

12. Check for IDT High Definition Audio CODEC in Device Manager
Some audio problems might be caused by an issue with the audio system’s IDT High
Definition Audio CODEC. This can be fixed with a manual driver update which allows
you to choose the sound driver you want to use.

Note: Not all systems will have an IDT High Definition Audio CODEC.

To check and see if you have one, and to manually update the driver:

1. In the search box on the taskbar, type device manager, then select it from
the results.

2. Select the arrow next to Sound, video and game controllers to expand it.

3. Look for IDT High Definition Audio CODEC. If it's listed, select and hold (or
right-click) it and select Update driver, then select Browse my computer
for drivers > Let me pick from a list of available drivers on my
computer.

4. You’ll see a list of pre-installed drivers. Select High Definition Audio

Device, and then select Next.

13. If you have microphone issues, make sure your privacy settings are
configured properly
1. Select Start > Settings > Privacy & security.

2. Under App permissions, select Microphone.

3. Make sure that the Microphone access and Let apps access your
microphone toggles are turned On.

4. If you’re having this issue with a specific app, scroll down under Let apps
access your microphone and make sure that the toggle next to that
specific app is turned On as well.
AppStream Issues
o The very first thing to do is confirm that you are using the correct username and
password. Your username will always be your Socrates EMAIL that contains
‘@ic.nexrep.com’. Make sure that there are no spaces in front or behind your
username and password. Make sure you are not mistaking an “L” for an “I”: “O” for
“0”
o If the original activation link sent to your Socrates email does not work, try the
alternate link in the email.
o Try the following if still having issues:
▪ Close out everything, keep whatever browser you are using open and
clear your cache, history, and cookies.
▪ Then close that window, and shut down your computer, unplug your
modem or router for about one minute.
▪ Restart, open the browser you normally use (preferably Google
Chrome). And go through process steps.
▪ If you are having issues with your authenticator app not receiving the
login request. Close the app and restart. If you were previously able to
login and the authenticator app is not sending you the code. Close the
app and relaunch. (DO NOT delete the app. This will NOT resolve the
issue)
▪ If app still not working switch to one of the suggested apps: (DUO,
Google, Twilio (Authy)
▪ If you are still having issues, please reach out to a support member for
assistance.