// FAQ

Read Our Most
Frequent Issues and Queries

What do I do when my computer crashes?

There are many reasons why a computer may just stop working or "freeze". Most of the time there isn't much we can do about it, it is a fact of life that computer programs have become so complex that occasionally users will experience problems even when performing common tasks. When your computer no longer responds to keyboard commands your best bet is to restart the computer.

What can I do if my internet is down?

The first thing to do would be to restart your router. For most routers (regardless of model) there should be a power switch located on the rear or top of the unit. Toggle (or press) this switch so you can see the lights go out and come back on. Wait for 2/3 minutes and try again. If this still doesn't work, please contact your Internet Service Provider.

If that's us, you're in luck! Chances are our monitoring software has already picked this up and a case has already been raised.

My monitor is suddenly upside-down!

This is one that appears fairly often but has a very simple solution.

If you hold down the CTRL and the ALT key and hit the up arrow that will straighten your screen out. There are other combinations if your screen is on its side.

  • Ctrl + Alt + Right Arrow: To flip the screen to the right.
  • Ctrl + Alt + Left Arrow: To flip the screen to the left.
  • Ctrl + Alt + Up Arrow: To set the screen to its normal display settings.
  • Ctrl + Alt + Down Arrow: To flip the screen upside down.
I think I have a Suspicious Email...

Firstly, please do not under any circumstance forward this to any member of staff or the helpdesk. Should this email contain malicious code, all you're doing is helping spread the issue.

Please email help@primary.support separately to inform us of the issue and a member of staff will look at it on your system.

Alternatively, please call 01326 562310

I have had a Blue Screen of Death (BSoD)!

Some might assume their PC is dead as soon as they see this. If you can, quickly take a photo of this screen or jot down the STOP code it will give you.

This problem is usually related to hardware or a driver that is not working correctly. It usually happens after you install a new piece of hardware or software or update some drivers.

It's incredibly useful to know what you did just before the error occurred, then we can undo it or diagnose the problem more efficiently.

// Still having issues?

Let our technicians help!

// support center

Our Support Team
are here to assist you!

01

Using remote support software, our engineers can access your computer remotely and assist you with most computer problems.

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01

Remote Support

Remote Support
02

After initial troubleshooting it's determined that the issue cannot be solved remotely, one of our engineers can be on-site to fix your IT woes.

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02

On-Site Support

On-Site Support
03

Should the issue require assistance from 3rd party vendors, we will work with these vendors to get your software/hardware back up and running.

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03

Working with Vendors

Working with Vendors