Summary

18 items · 10–25 minutes

Why This Checklist Exists

Tech support hold times can stretch well past an hour. Before you invest that time, it's worth knowing that a large share of everyday tech problems — frozen apps, dropped Wi-Fi, devices that won't charge — have straightforward fixes that don't require a specialist. This checklist walks you through the same foundational checks a support agent would ask you to perform anyway, so you can either solve it yourself or arrive at the call with useful information already in hand.

Think of it the way you'd approach any structured pre-event routine. Just as a pre-trip checklist keeps travel stress low by catching problems early, this list catches the most common tech culprits before frustration peaks. Work through each group in order — earlier steps resolve issues more often than most people expect.

Optional

Ethernet cable

Used to connect your device directly to the router, bypassing Wi-Fi to isolate connectivity problems.

Required

A second working device (phone, tablet, or computer)

Used to test whether internet or service issues are isolated to one device or affecting your entire network.

Required

Notepad or notes app

Used to record error messages, device details, and steps already attempted before contacting support.

The Checklist

Work through each group from top to bottom. Check off items as you go, and stop as soon as your problem is resolved — you don't need to complete every item if the issue clears earlier.

The Basics First

Restart the affected device — power it fully off, wait 30 seconds, then turn it back on. Must
Unplug and re-plug all physical cables connected to the device, including power and data cables. Must
Restart your modem and router by unplugging them for 60 seconds, then plugging them back in. Must
Confirm the outlet or power strip is live by plugging in a different device you know works. Must

Connectivity Checks

Verify that your device is connected to the correct Wi-Fi network and not an old or neighboring network. Must
Test your internet connection on a second device to determine whether the problem is device-specific or network-wide. Must
If possible, connect the affected device directly to your router with an Ethernet cable to rule out Wi-Fi as the cause. Should
Check whether the service or website you're trying to reach is down by searching "[service name] outage" in a browser. Should

Software and Account Status

Check for pending operating system or app updates and install any that are available. Must
Log out of the affected app or service completely, then log back in to refresh your session. Should
Verify your account is in good standing — check for payment issues, expired subscriptions, or locked accounts. Should
Clear the app's cache (temporary stored data) if the option is available in your device's settings. Nice to have

Gather Information Before You Call

Write down the exact error message or error code shown on screen — copy it word for word. Must
Note your device model, operating system version, and the version number of the affected app. Must
Record the steps you took that led to the problem, including anything that changed recently (new app, update, new cable). Should
List every fix you already attempted from this checklist so you don't repeat steps on the call. Should
Locate your account number, device serial number, or order number — support agents typically ask for these immediately. Must
Take a photo or screenshot of any error screens so you can describe or share them accurately. Nice to have

Don't Skip the Restart Step

It sounds too simple, but a full power cycle — turning the device completely off, not just putting it to sleep — resolves a significant portion of common tech issues. Many people skip this step because they assume they've already done it. Make sure the device is fully powered down for at least 30 seconds before turning it back on.

If you exhaust this checklist and the problem persists, you'll be in a much stronger position to get help. You'll know what you've already tried, you'll have your device details ready, and you can describe the problem precisely. That context cuts support calls significantly shorter. For related reading on how keeping your network healthy prevents many of these issues from starting, see our guide on keeping your home network secure.

Never Share Passwords With Support Agents

Legitimate tech support agents — whether from a manufacturer, internet provider, or software company — will never ask for your account password during a support call. If anyone asks for it, treat this as a serious red flag. You can verify your identity through other means, such as a one-time code sent to your email or phone. Sharing your password, even with someone claiming to be from support, puts your account and personal data at risk.

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