Get free help to solve your computer problems

There’s nothing like a broken computer to ruin your day. Whether the problem is a reluctant Wifi connection, disappearing documents or a plain old computer crash, it can be distressing – especially if you haven’t a clue what’s going on, let alone how to fix it.

The good news is that many PC glitches are all bark and no bite. A quick keystroke or a visit to the Start menu may be all that stands between you and business as usual. If not, chances are you’ll be able to find the answer online from someone who has suffered the same problem in the past.

Negotiating help forums can seem daunting, but the people who use them can be incredibly helpful if you know how to ask the right questions.

In this feature we’ll show you how to use forums, before moving on to outline the most likely causes of computer trouble. We’ll provide tips on how to diagnose them and prevent them in future. We’ll also reveal where to find extra help for tougher problems.

If your internet connection itself is causing problems, don’t despair – internet cafés are a common sight on high streets these days, and most libraries are fully equipped to cater for the needs of the roaming cyber traveller.

Get thee to the web
The best place to start to diagnose problems of any kind is with a trip to the website of the manufacturer or service provider. Most have article archives, online forums, a list of frequently asked questions (FAQs).

In many cases, email support or free interactive customer support tools. Forums and FAQs are often searchable, so enter key words that describe your problem to narrow down the advice. Keep key words as short and simple as possible, and include the name of the device or software if relevant to the problem.

Windows XP online support is available through the Start menu. Click Start, select ‘Help and Support’ and thousands of articles and how-tos are available

to browse. Or go to the Windows website, which is also stuffed with searchable info and fixes, plus forums and RSS subscriptions for updates.

Most ISPs offer comprehensive guidance on what to do if the connection is down, including email support; so visit the site on a friend’s computer, your work PC or in an internet café before resorting to the helpline.

The kindness of strangers
Good as many company help sites are, they won’t always have your answer. Here the web comes into its own, connecting PC users across the world in a community of mutual assistance.

There are many independent websites dedicated to curing all manner of ills, from hardware diagnostics sites like PC Pitstop and Tom’s Hardware Guide to broadband site DSL Reports.

Often the best advice, especially regarding an unusual problem, will come from a user who has been through the same thing. Our own Readers to the Rescue forum sees thousands of people helping each other with Windows problems, internet hassles and other issues, and the Tech Support Guy boards cover similar ground.

On both sites, most answers can be found by searching the site, with no need to post a new question. Suggest A Fix is less busy, but our quick road test revealed fast responses and high-quality answers.

However, even the best forums lack the real-time interactivity of helplines, where you can talk to an adviser until the problem is fixed. Here’s where Qunu steps in. This advice community is based on instant messaging, so an expert can ‘talk’ you through a problem in real time.

Qunu aims to cover all sorts of topics, from baking to trout fishing. We gave the site a spin, and came away satisfied. It’s easy to use: type a question in the search field, and Qunu returns a list of experts who are online and possibly able to help.

We posted three questions – about a Windows XP crash, a persistent Trojan, and unrecognised photo files – and within half an hour we’d received tips on all three topics.

To get help, first click the Register button at the top-right of the Qunu site, then choose User Mode. Enter a username and email address and you’re ready to begin. For a detailed description of how to login and find an expert on Qunu, see our free Workshop.

With forums and sites such as Qunu, remember that the help you’re getting is free, so your expectations should be adjusted accordingly. It may be that the people who attempt to solve a problem are ultimately unable to do so. If that’s the case, thank them for their efforts and either try another forum or bite the bullet and consider a professional opinion.

Also try to give your ‘expert’ a fighting chance by being clear and concise. Read on for tips on how to diagnose and accurately describe PC woes, then give your helper a clear summary. Be specific about which operating system is in use, and versions of software. However, don’t overburden people with information.