MAINLAN CUSTOMER SUPPORT
Help Centre
Practical answers to everyday computer, network, printer and email problems.
Start here: Select a topic below to view simple troubleshooting steps. These guides are general advice; business-managed equipment may require administrator approval.
Computer will not start
- Check that the power cable and wall outlet are working.
- For a laptop, connect the charger and check the charging indicator.
- Disconnect external USB devices and try restarting once.
- If you hear repeated clicking or smell burning, stop and request assistance.
Computer running slowly
- Restart the computer and close unused programs.
- Check available disk space in Settings → System → Storage.
- Install pending operating-system updates when convenient.
- Avoid unknown “PC cleaner” utilities; ask MainLAN if slowness persists.
Wi-Fi connected but no internet
- Test a second device on the same network.
- Check whether the router shows an internet/WAN connection.
- Restart only your own device first; avoid resetting business network equipment.
- If multiple devices are affected, contact your provider or MainLAN.
Printer not printing
- Confirm the printer is powered on and has paper.
- Check for an error or paper jam on its display.
- Make sure the correct printer is selected on your computer.
- Check the print queue and clear only jobs you own.
Email not sending or receiving
- Check internet access and try signing in through webmail.
- Review any error message or bounce notification.
- Confirm the recipient address and available mailbox storage.
- Do not change DNS or email account settings without guidance.
Forgotten account password
- Use the official password-reset option for the service.
- If this is a work account, contact your organization’s administrator.
- Never share passwords or one-time verification codes with support staff.
Suspicious email or phishing
- Do not open unexpected attachments or click suspicious links.
- Verify urgent payment requests using a known phone number.
- Report the message to your organization’s IT contact.
- If you entered a password, change it through the official service and request assistance.
Remote assistance: what to expect
- Contact MainLAN first and agree on a support session.
- Download the approved remote-support tool from our Downloads page.
- Share a session code only with the verified MainLAN technician during the scheduled session.
- Remain present, review connection prompts, and end the session when finished.
Windows updates
- Save your work and back up important files.
- Open Settings → Windows Update and check for updates.
- Allow sufficient time for the restart and do not interrupt installation.
- On business-managed computers, follow your organization’s update policy.
Backing up important files
- Identify documents and records you cannot afford to lose.
- Use an approved external drive or trusted business cloud backup.
- Keep at least one copy separate from the main computer.
- Test restoring a sample file periodically.
Cannot access a shared folder
- Confirm you are connected to the correct office network or VPN.
- Check whether other colleagues can access the share.
- Record the exact error message.
- Do not alter permissions or server settings without authorization.
Video meeting microphone not working
- Check that the microphone is not muted in the meeting app.
- Select the correct input device in the app settings.
- Allow microphone permissions in the operating system.
- Test the microphone before the next meeting.