Issues by category

1. Performance issues / Slow performance

a. Too many programs running in the background.

“Mr Smith I would like to inform you that a lot of computers ( including brand new computers )may
contain a large amount of applications running. A majority of these applications by default are set
to start up while the computer is powered on.

This process often takes a very long time thus leading to a slow Internet speed and sluggish
performance.”

“However there is nothing to worry about. We shall go ahead and follow a few simple guidelines
to get your computer up and running smoothly. This would thus help in enhancing the speed of
you computer.”

b. Specific program consuming lot of speed and memory.

“Mr Smith as I understand correctly you have been facing issues with the slow performance of
your computer. Often there are certain applications , software , downloaded material which may
occupy a lot of space in your computer. You may not realize this instantly , however with time
these applications consume a lot of space thus reducing the virtual memory of your computer.”

In order to optimize the speed of your computer you need to remove these applications which are
extremely bulky and can lead to further implications on your computer.

We will go ahead and fix this issue straight away without any further delays to ensure smooth
running of your PC.”

c. Low virtual memory.

“Mr Smith we often encounter situations where in we get error messages related to 'low virtual
speed'.

“Just to inform you the virtual memory of your computer stores a huge amount of information
related to software and applications. With virtual memory the computer automatically frees up
space in the RAM to load any new applications. Because this feature is automated you do not
even know it is happening and makes your computer feel like it has a lot of unlimited RAM
space.”

“In order to rectify the problem we will have to first go ahead and determine which application is
causing the problem.”

“Once we find that out we shall go ahead and try to uninstall and reinstall the offending
application.”

Our expert Microsoft certified technicians will go ahead and fix the issue at once.

d. Fragmented hard drive

“Mr Smith before we proceed further I would like to inform you that fragmentation in computer
terminology means the condition of dividing files into pieces scattered around the disk.”
“ Fragmentation occurs naturally when you use a disk frequently , creating , deleting and
modifying files.”

“Fragmentation often slows down the speed at which the data is accessed because the disk drive
must search through different parts of the disk to put together a single file”.

“However this issue can be resolved through the de fragmentation of files where in we re
organize the hard drive by putting pieces of related data back together in a single organized
contiguous fashion.”

NOTE : For example, a computer program must access various files on the hard drive every time
it is run. If those files are spread out on opposite sides of the hard drive instead of gathered and
organized neatly, as they are supposed to be, the computer will have to work extra hard and take
extra time to access the information it needs. In some cases, severe defragmenting may even
cause a program to stop running entirely.

e. Spy ware , pop advertisements etc....

“Mr Smith I would like to inform you that spy ware is a type of malware that is installed on your
computers and collects information about users without their knowledge.”

“Besides this the pop ups that you receive are the unnecessary files which often get downloaded
automatically to your computers. These are a form of on line advertising on the Internet.”

“This often makes it impossible for the user to work on their Pcs. The overall speed and the
performance of your computer can slow down dramatically that it crawls through loading
programs s and even opening documents.”

“In order to fix the issue we shall go ahead and remove the unnecessary files on your computer
and also scan your computer for any signs of suspicious and illegitimate viruses and websites ,
which can be harmful to your computer”

f. Low RAM or memory.

“Mr Smith I completely understand the situation and I know how upsetting it is for you”However
do not worry we shall get this sorted right away.”

“Often your computer does not have enough memory for all the actions it is trying to perform, thus
resulting in slow speed or entirely stopping the computer to perform its basic functionalities.”

“Signs of low memory include poor performance, low memory or out of memory notifications. This
usually occurs when your computer runs out of RAM because of low virtual memory.”

“We will go ahead and assist you in increasing the paging file , which is your virtual memory ,
increasing the memory size and also determining the applications and software that occupy large
spaces , thus finding out the overuse by any programs.”

g. Low disk space.

“Mr Smith we deal with these issues on daily basis so , we will go ahead and solve the issue at
the earliest.”

“Usually low disk space occurs when there is no space left in the hard drive.”
“In order to resolve the issue our expert technicians will use the feature of disk cleaner and
remove the unnecessary files along with the back up of the files or documents which may not be
used on daily basis.”

“This will not only help in improving and enhancing the speed of you computer , however you will
also be able to to use more free space on your computer to store confidential or important data.”

2.Internet not working

a. Possible questions
“Mr Smith, may I know since how long have you been facing this issue?”
“Mr Smith, did you try to resolve the issue on your own?”
“Mr Smith, did you make any hardware or software changes to your computer recently?”
“Mr Smith, may I know which Internet browser are you using?”
“Mr Smith , are you unable to surf or browse the Internet or is the speed of the internet really
slow?”
“Mr Smith are you unable to browse a particular website or is it all the websites?”
“Mr Smith, may I know are you using a dial up connection or a broad band connection?”
“Mr Smith are you trying to download something from the internet?”
“Mr Smith do you see any error message reflectin on your screen?”
“Mr Smith , what happens when you click on internet explorer?”
“Mr Smith are you using multiple internet browsers.”
“Mr Smith are you using multiple internet browsers?”
“Mr Smith may I know which anti virus is currently installed in your pc?”
“Mr Smith may I know what exactly are you trying to do ?”

b. Unable to browse websites

“Mr Smith before we proceed further I would like to clarify a couple of things...”

“You mentioned that you are unable to browse the websites , may I know when does this happen
and is it with some secured websites or are you unable to download something from the Internet.”

“Mr Smith there is a very high possibility that the network connections are either disabled or the
network settings are not properly configured on your computer. We will have to go ahead and
check the same to see if your computer is up and running.”

c. Modem or router problems.

“Mr Smith As I understand correctly you are facing issues with the Internet connectivity. We will
first have to check the local connectivity and see if the modem and the router are connected
properly. Often the problem may arise due to configuration settings of the modem and router. It
could also be a concern with either of the two.”

“I completely understand your concern. Be rest assured that your problem will be fixed. We will
have to carry out some basic trouble shooting steps and carry out the diagnostic to arrive to the
root cause of the issue.”

d. Browser issue or damaged add ons.

“Mr Smith as I understand correctly you experience problems when you attempt to open a web
page by using your Internet browser wherein you receive several error messages be it 'page
cannot be displayed , page is currently unavailable , the website may be facing some technical
issues , or you may need to adjust your browser settings .”
“ This problem may arise due to a number of reasons be it the Internet connectivity , slow Internet
speed , connectivity on other websites or even unnecessary files that have downloaded
automatically on your computer.”

“We will have to go ahead and carry out a couple of steps to resolve the issue.”

“Once we arrive at the problem we will have to decide whether we need to re install the Internet
browser , change or configure the settings , remove any unwanted files , add or remove programs
accordingly.”

“Mr Smith sometimes when we visit a particular website the Internet explorer add ons may be
downloaded automatically or else you may be prompted to download it .”

“Even though these add ons are useful to extend browser functionality, sometimes if they are
designed poorly or downloaded from non trusted websites or links , they can be quite an area of
concern.”

“In order to fix the issue we will have to update the add on , disable the add on , check the
authenticity of the add on , manage add ons interface etc.”

e. Corrupt registry

“ Mr Smith did you that over 94% of personal computers have hidden corrupt dangerous files with
over 150 hidden errors and bugs on them....Over time your windows registry becomes saturated
with redundant files and broken links that causes errors and even system crashes.”

“ In order to avoid and damage to your computer well will have to immediately repair your registry
files by using the registry cleaner and repair the software on regular basis to not only boost your
system performance but also remove hidden errors and bugs , thus preventing system crashes.”

f.Receiving error messages – application / service blocks access to websites

“Mr. Customer sometimes we are unable t o access certain websites especially if they are
unknown or illegitimate sites, this also happens with reliable websites as well. The main reason
for this is the application or the service settings on your computer, network etc which do not allow
you to see these websites. These applications can be in the form of security settings, anti
spyware or antivirus installed on your computer, in the form of default settings or configuration on
your system as well. It can also be the pop up blocker which is enabled on your PC or the firewall
settings.”
“We will fix the issue for you and check the application / service settings on your computer or
network for the same.”

g. Browser files missing or corrupt

“Mr. Customer there is a high possibility that the browser files are missing or corrupt. These files
are the computer programs that provide a user interface to work with file systems. These files go
corrupt because of spyware or any malicious software on your computers .This could be the
result of non trusted websites visited or the incorrect browser settings on your PC.”
We will fix the issue for you and try and locate the missing files or corrupt files because of which
you are receiving error messages. If required we shall also run a PC scan and get your system
updated with the latest antivirus software to avoid future corruption of browser files.”

h.Internet explorer version 8 ....It can be downloaded however the customers are unable to
use it to browse
“Mr. Customer I see that you have downloaded the internet explorer 8 version however you are
unable to use it. There is a high possibility that the browser files are either corrupt or missing.
These files are the computer programs that provide a user interface to work with file systems.
These files go corrupt because of spyware or any malicious software on your computers .This
could be the result of non trusted websites visited or the incorrect browser settings on your PC.”
We will fix the issue for you and try and locate the missing files or corrupt files because of which
you are receiving error messages. If required we shall also run a PC scan and get your system
updated with the latest antivirus software to avoid future corruption of browser files.”

i.Unable to establish wireless connectivity – incorrect wireless configuration

“Mr. Customer the reason you are unable to establish a wireless connection is because of the
incorrect wireless configuration settings.Thre is a high possibility that the wireless settings are not
installed properly on your computer .We will have to check the advanced settings on your
computer and also check the firewall settings on your computer.”
“We may also need to check the drivers or the configuration utilities which can either be incorrect
or missing as well.”

3.Unable to download due to slow performance.

a.Huge amount of temporary files on the system.

“Mr Smith the accumulation of temporary files often leads to slow performance or speed.”

“ I would like to inform you that these temporary files may be created by the computer programs
for a variety of tasks and applications. These are often stored on your computer's hard disk to
speed up surfing. However with the passage of times these files may lead to slow performance of
the computer.”

“In order to resolve the issue we will have to go ahead and manually delete these files and
cookies.”

b. Low disk space :

“Mr Smith we deal with these issues on daily basis so , we will go ahead and solve the issue at
the earliest.”

“Usually low disk space occurs when there is no space left in the hard drive.”
“In order to resolve the issue our expert technicians will use the feature of disk cleaner and
remove the unnecessary files along with the back up of the files or documents which may not be
used on daily basis.”

“This will not only help in improving and enhancing the speed of you computer , however you will
also be able to to use more free space on your computer to store confidential or important data.”

4.Printer issues.

a. Printer is not properly configured.

“Mr Smith I would like to inform you that since your computer is not properly configured with the
computer , it is unable to respond to the applications or the programs that you are trying to run.
This often occurs if your printer is not supported or detected by the computer or network.”

“In order to fix the issue we will have to check the configuration settings of your printer.”

b. Printer driver corrupt.

“Mr Smith you may observe that there are times when your printer does not communicate with
your computer. You may receive error messages stating that the operation has failed or failed to
register.”

“ This often occurs when your printer drivers are corrupted. This may be either because the
drivers have not been installed properly or they have been corrupted due to other software
applications .It could also be because of a virus on your computer.”

“In order to resolve the issue we will go ahead and reinstall the printer drivers and delete the old
drivers which may either be corrupted or may be of an older version.”

c.Unable to install printer driver.

“Mr Smith as I understand correctly you are unable to install the printer drivers. Before we
proceed further I would like to know do you see any error message on your screen?”

“Mr Smith this could be for several reasons for example you could be using a CD or software
which is not compatible with your printer or it could be a CD which has corrupted files. Often we
do not have the original CD as well to install the drivers. This can also happen if the CD is in a
different language or is a pirated one and the computer does not have sufficient memory to store
it .”

“Our suggestion would be to get the original CD and re install the printer drivers or else we can
guide you through a trusted website and assist you in installing the drivers from a trusted and
secure website.”

d.Conflict with previous printer drivers.

“Mr Smith I would like to inform you that it is always advisable that whenever you want to install or
upgrade your printer you must check whether or not they conflict with the existing drivers or the
old drivers.”

“Our expert technicians will go ahead and find out what the exact problem is any why is there a
conflict with the previous drivers.”

e. Incorrect printer driver version.

“Mr Smith sometimes we end up installing or downloading a driver which may not be compatible
with the printer that we use.”

“This also happens in cases where in if our drivers are not updated we end up installing a wrong
version of the driver or installing a driver which is very close to the printer model that we use. This
may or may nor work”

“In order to avoid these problems it is advisable to download the correct version of the drivers and
that too for the correct model of the printer. We will not only assit you in installing the drivers but
also provide you the trouble shooting steps for the same to avoid any issues or concerns in the
future.”

f. USB devices not detected.

“Mr Smith as I understand correctly you are unable to locate the USB device?”

“In order to resolve the issue we will have to check whether or not the device displays in the
device manager. There could be a high possibility that either the device is faulty , we are unable
top establish connection or may be because the USB port is damaged.”
“ Sometimes the device may also appear as an unknown device or not detected at all. To resolve
this we will have to restart your computer and if required try and re install the USB software
following the manufacturer's suggestions.”

g.Printer driver applications not updated.

“Mr. Smith I would like to inform you that the reason why you are getting these notifications or
error messages is because the printer drivers and applications are not up to date. This makes it
difficult for the printer and the applications to run smoothly. We will assist you in upgrading these
drivers and application with the help of some basic troubleshooting steps.”

h.Printer cable damaged or gone bad.

“Mr. Smith we have carried out the basic diagnostics on your printer and it seems that the issue is
with the printer cable. We would suggest you to contact you local vendor or manufacturer for the
same. Incase after using the new cable the problem still persists then please feel free to give us a
call on our toll free number 1 - 800 - 237 - 3901.

4.Virus and spyware .

a.Irrelevant pop ups

“Mr. Smith I would like to inform you that these pop ups may be in the form of general browser
pop ups, messenger service advertisements or pop ups generated by adware and
spyware.These pop ups can be prevented by installing a pop up blocker and also installing an
effective software that can eliminate in removing these pops ups and also keeping your computer
safe from any virus attacks.”

b.Pop op blocker disabled.

“Mr. Smith we know how annoying and upsetting it is to receive these unnecessary pop ups while
you are using the internet.Infact some of these pop ups may also contain inappropriate content
that can damage your computer. We will have to go ahead and check if the pop up blocker on
your computer is disabled or not. Once we find that out we can accordingly go ahead and decide
which site you wish to block.”

c.Downloading information from non trusted websites or unknown sites.

“Mr. Smith when we are on the internet we get plenty of websites from where we can download.
However sometimes we do not realize that the sites from which we are downloading may be non
– rusted websites, unknown websites or for that matter illegitimate websites. In my opinion this is
one of the reasons why our computers are also a victim to numerous viruses and bugs. But do
not worry. We will go ahead and guide you in installing the right software through trusted and
reliable websites.

d.System infected with spyware or virus.

“Mr. Smith once your computer is infected with a virus or spy ware your machine is usually
infected with multiple infections. Users frequently notice unwanted behavior and degradation of
system performance.Infact a spy ware infestation can lead to or create unwanted CPU activity ,
disk usage ,and network traffic.”

“It also leads to stability issues such as applications freezing, failure to boot, and system wide
crashes. This can also lead to identity theft and fraud.”
“I assure you that we will get the issue fixed on immediate basis to avoid any such miss
happenings on your computer. We will go ahead and install a reliable and effective shield on your
computer with the help of anti spyware software and programs. We will also install an anti virus
on your computer to avoid future damages.”

e.Virus : out of date or subscription ended messages.

Mr. Smith I would like to inform you that we often receive messages stating that our subscriptions
have ended. This can be either because the software or the version is actually the trial version
and it has ended. However we must be careful because there are situations where in we may get
messages which are actually a spy ware and looks very similar to an original message. There is a
high possibility then that your computer is infected with a virus.

E- MAIL CLIENT ISSUES

1. Unable to send and receive mails.
a.Internet or network connection missing.
“Mr. Customer as I understand correctly you are unable to receive and send mails through your
windows mail. We will have to go ahead and check if the internet is connected. There is a also a
possibility that the e-mail client software that you are using may require you to send or receive
messages through their mail servers be it AOL , AT&T , MSN etc.”
“Do not worry we shall go ahead and check the server settings and fix your issue straight away.”

b.Issue with internet or network e-mail server.

“Mr. Customer there could be many reasons why you are unable to send and receive mails. The
most common would be that either your internet is not connected properly or you are facing
issues with the server. We will go ahead and check the internet connection on your PC and also
check the server settings or look out for any error messages.”
“Sometimes our mail servers may block connections to remote outgoing mail servers to
discourage the distribution of junk or spam e – mails. Unfortunately it leads to inconvenience with
legitimate e – mail users as well.”
c.E-mail program incorrectly configured:
“Mr. Customer I would like to inform you that sometimes if your e-mail server is not properly
configured to connect to your internet or network e-mail server it leads to a lot of issues. It is very
common for the e – mail program to have either the incorrect POP or SMTP address.”
“We will have to check the configuration settings for the same and your issue will be resolved.”
d.Security issues:
“Mr. Customer, I would like to inform you that all internet and network servers require that users
log in using their username and password to send and receive their e-mail.”
“In order to resolve the issue we will have to check your password settings and also check if the
password and username are configured within the e-mail program .In fact sometimes the network
and service providers may expire your password after a length of time .If this password is not
changed you will no longer be able to receive or send mails.”
e.Spam filter
“Mr. Customer sometimes the usage of spam filters on your e – mail program can inappropriately
cause you to be unable to send or receive e-mails. If a spam filter is incorrectly configured by the
internet service provider or f your internet service provider feels that it is a spam mail it will
automatically delete the message and you will not receive it.”
“Sometimes even programs script and add ons can also cause e – mails to be wrongly deleted.”
“Do not worry our Microsoft expert technicians will go ahead and fix the issue for you and will also
disable your spam filter if required.”
f.E-mail program corruption r other issues.
“Mr. Customer I would like to inform you that there is a high possibility that you e – mail program
is corrupted. We will carry out the diagnostics for the same.”
“To begin with we shall check your e – mail configuration settings, check your mail – server
settings , network settings and the spam filter. If even after this the issue does not get resolved,
then it if for sure that the files are corrupted.”
2. Unable to attach files
a. File size is too big.
“Mr. Customer I would like to inform you that sometimes it is not possible to attach documents or
files because of their size. Usually we face these issues if the size of the attachment or the
document is above 7mb.”
“We shall go ahead and assist you in the same.”
b. Incorrect file extension
“Mr. Customer I would like to inform you that you may not be able to attach files because of
incorrect file extension. This often results in error messages that you receive on your PC. We
shall go ahead and fix the issue for you straight away.”
“Mr. Customer there could be several reasons to this …be it command name issues, file name
case sensitive problems, file extension security related issues or be it different file formats or may
be the file has a virus.”
3. Unable to delete out box mails
a. You work offline and you have not made a remote connection.
“Mr. Customer I would like to inform you that sometimes we work offline not realizing that without
a remote connection we will not be able to delete the mails in the outbox.”
“We will go ahead and assist you in establishing the network connection.”
“Sometimes even when the emails are too large for your mail server you may not be able to
delete it from your out box. So! We will also have to check the settings of your e – mail
programs.”
b. Your mail folders or e – mail messages within the folders are damaged.
“Mr. Customer I would like to inform you that sometimes if the files are corrupted or the files that
you send are damaged, then you will not be able to delete the mails in the out box. This usually
occurs if the PST files on your system are corrupt.”
c. You open the e- mail message in you outbox without sending it or before sending it.
“Mr. Customer we will have to go ahead and check the e-mail program settings and the server
settings to diagnose the issue that you are facing.”
“Sometimes if the e – mail client settings are not properly configured it leads to such issues. “
4. Unable to configure e – mail settings
a. The type of e – mail server chosen may be incorrect.
“Mr. Customer I would like to inform you that there is a high possibility that the type of server
chosen may be incorrect because of which you are unable to configure your e – mail settings”
“Just to inform you a server is an application running on your computer that delivers a service.
For example when we need to view the web pages the web server will allow us to do so as per
the request made by the browser which is a client. The way the server and the client interact is
called a protocol.”
Sometimes the server may not allow you to configure the settings.
b. The name of the incoming e–mail server.
“Mr. Customer in order to handle email uniformly across networks like the internet , The simple
mail transfer protocol (SMTP )was designed and is a standard protocol used for e – mail
exchange.”
“What is important to note is that there are different names for incoming and outgoing servers “
“It is not possible to configure the e – mail settings if the mail server names are incorrect “
“We will go ahead and fix that for you straight away.”
c. Customer account name and password
“Mr. Customer I would like to inform you that if you do not have the administrator rights it will not
be possible to configure the settings on your computer. There is also a possibility that the account
name and password are incorrect.”
“Do not worry Mr. Customer we shall go ahead and fox the issue straight away.”
5. User profile corruptions
Upgrade of e – mail client
“Mr. Customer I would like to inform you that sometimes we upgrade the e- mail clients not
keeping in mind the server names and the configuration settings. This often leads to user profile
corruptions. In order to fix the issue we will go ahead and help you upgrade the e – mail client
depending on the e – mail program settings of your computer and at the same time look for any
spam mails which lead to these user profile corruptions.”
Some file may have gone corrupt or missing
“Mr. Customer there is a high possibility that the e – mail files may have gone corrupted or
missing. This can occur because of incorrect settings on your e – mail client or any virus or spam
e – mail which has a spyware.”
PST files corrupt or missing
“Mr. Customer many of us rely on our e – mail client to store messages, calendar items , contact
information etc.However few us are aware that usually or windows mails stores all out personal
information in a single folder or file. Usually names as PST(Personal storage table).”
“When ever anything gets written to it incorrectly or incompletely it often leads to file corruptions.”
“In order to fix the issue we have to repair these damaged files and check for the damaged files.”
6. Junk and Spam e- mails
Spyware/malware
“Mr. Customer usually when we visit a number of non trusted or unknown websites we end up
receiving Spam mails or junk e mails. This basically are the unsolicited bulk e- mails which lead to
frustrated, annoyed and unhappy users. This happens because is spyware /malware .”

“Do not worry Mr. Customer, we will go ahead and provide you with some promising strategies ,
tools and tactics to help you understand and fight Spam.”

“With this not only can you filter your e-mails but also create your own filters for any junk or Spam
mails. Along with this we will also help you download software related to e- mail security and
Spam blocker.”

Viewing non – trusted websites

“Mr. Smith when we are on the internet we get plenty of websites from where we can download.
However sometimes we do not realize that the sites from which we are downloading may be non
– rusted websites, unknown websites or for that matter illegitimate websites. In my opinion this is
one of the reasons why our computers are also a victim to numerous viruses and bugs. But do
not worry. We will go ahead and guide you in installing the right software through trusted and
reliable websites.”

“This is in fact one of the reasons why you receive so many spams and junk e – mails.”

Cookies tracking by unknown websites

“Mr. Customer tracking cookies may be used to track Internet user's web browsing habits. With
this one can view the pages and the sequence in which the user has browsed the web.”

“In fact even in e- mails there is a way in which the e- mail delivery can be monitored. Usually
when we visit non trusted sites , torrents , free stuff ...because of the e mail tracking or cookie
tracking many users may get information to our private or confidential information especially e –
mail addresses which in turn leads to Spam and junk mails.

Modified settings

Corrupt registry
“Mr. Smith did you that over 94% of personal computers have hidden corrupt dangerous files with
over 150 hidden errors and bugs on them....Over time your windows registry becomes saturated
with redundant files and broken links that causes errors and even system crashes.”
“In order to avoid and damage to your computer well will have to immediately repair your registry
files by using the registry cleaner and repair the software on regular basis to not only boost your
system performance but also remove hidden errors and bugs , thus preventing system crashes.”

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