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Here are a range of support articles written by our team of highly skilled and knowledgeable help desk support staff.

  • Windows 10 Software Compatibility

    by Chloe Biscoe | Jul 08, 2015
    Microsoft are now offering free upgrades to their new operating system, Windows 10. Not all of your assistive technology software will be compatible with Windows 10 so it is important to check compatibility by using our compatibility checker table - you should not upgrade until you have checked this. iansyst will be unable to offer technical support for any issues if you choose not to take this advice. 

    Check your software is compatible with Windows 10 by following this link.
  • Connect to a Wi-Fi network.

    by Lynette Penney | Jun 09, 2014

    Connect to a Wi-Fi network.

    You may find this article useful if:

    • You need to connect your computer to a new Wi-Fi network
    • You Wi-Fi password has been changed for security reasons
    • You experience problems with your Wi-Fi connection

    To connect to any wireless network you usually need to have that networks wireless passphrase or key.

    • You can commonly find the wireless passphrase on the Router that has been supplied by your internet service provider on a sticker on the back or underneath of the router.
    • If you wish to connect to a network that belongs to someone else or is a public network you will need to obtain the key from the owner.
    1. Once you have the key, click on the icon for Wi-Fi to the bottom right of your screen .
    2. You will now see a list of available wireless networks, Find the network you want to connect to and left click on it.

    Note: Make sure you are trying to connect to the right network; sometimes the names of the networks can look similar so double-check to make sure you have selected the right one.

    3.   Next  click on “Connect” and you will be asked to enter the wireless key for this network
    4.  Carefully type the key into the box provided and then click on “Ok”
    5.  After a moment you should now be connected to your chosen wireless network.

    NOTE: If you are still not able to connect you will need to speak to whoever administers your network as there may be some specific settings applied to the router preventing it from connecting. The next call should be to your ISP for support.

     

  • Windows 8 System Recovery from within Windows

    by Lynette Penney | Jun 09, 2014

    You may fine this article useful if:

    • Your system has viruses
    • The operating system is corrupt
    • Windows is behaving unexpectedly
    • Multiple applications crash or no longer run

     To restore your computer from the original Iansyst installation you must follow these steps.

    1)    Press the Windows + I key.

    2)    Click the Power button power button  at the bottom of Settings to open a list of power options.
    3)    Hold the Shift key while you click Restart.
    4)    After a moment you will reach the choose an option screen as shown below. You should select troubleshoot at this option

    Choose an option window

    5)    From the troubleshoot menu please select Advanced options

    troubleshoot window

    6)     From the advanced options menu please select  System Image recovery

    7)    The computer will now prepare to recover the original system image. You will be prompted to enter the password for your use account, if you do not have a password please leave this field empty.

    8)    You will now be asked the select a backup  , You Should click Use the latest available system image (recommended) , and then click Next.

    9)    On the Choose additional restore options page, click Next .

    10)    On the confirmation page, click Finish . Then click Yes . Windows begins to restore the computer. Once the restore has finished, Windows will automatically restart

  • Office 2013 – Word and excel Crash when opening

    by Lynette Penney | Jun 09, 2014

    You may find this article useful if:

    •  Word Crashes when opened
    • Excel Crashed when opened
    • You see the following error

    MS Word Stopped working screen

    This error is usually caused by broken or incompatible Addins in office – To resolve this problem the offending addin must be disabled.

     

    1. Firstly hold the Windows key & press “R” to open a “Run” dialog box.
    2. Type “winword /safe” or copy and paste the text below and press “Enter”
    3. Word should now open up in safe mode
    4.  Click File > options > and then click Add-ins
    5. At the bottom of the add ins window you will see Manage, make sure this is set to “COM Add-ins” and click “Go
    6. You will now be able to see a list of all the current Add-ins, You can untick an item to stop it loading with office and stop it crashing and then click “Ok”

    Note: It may take a little trial an error to find the malfunctioning Add-in.

    7. Now close all the open windows and restart Microsoft Word as normal.

  • Removing Malware and viruses from your computer

    by Lynette Penney | Jun 09, 2014

    You should fine this article useful if:

    • You believe you have a virus
    • Your Google searches or browsing is being Redirected
    • You are getting lots of Pop ups or adverts

     

    1)    Firstly you need to download a tool remove the malware from your system – We recommend malware bytes and can you download it from the following link: http://www.malwarebytes.org/mwb-download/

     

    2)      Start the Install of Malwarebytes by double clicking the mbam-setup file.  The setup will guide you through the installation and clicking “next” will guide you to the next screen until the install is complete.

     Note: when given the option please deselect the “ Enable free trial of   Malwarebytes” option

    Click Finish to complete the setup and open Malwarebytes.

      3) You should now see a screen like the one below and  the program will start to update its virus database  - If you don’t see the green tick next to the database version , click “update now” to make sure the program has received the latest’s updates.
    Malware Bytes image

     4)     Now that the program ha the latest updates we need to start a full computer scan which you can do by clicking “Scan now” button. Whilst a scan is in progress it will look like the image below.

     Note: Depending on the amount of files, computer speed and amount of infections this scan could take a couple of hours.
    Threat Scan Image

    5)    When the scan has completed, you will now be presented with a screen showing you the malware infections that Malwarebytes has detected. To remove the malicious programs that Malwarebytes has found, click on the “Quarantine All” button, and then click on the “Apply Now” button.

    remove malware screen

    Note: Malwarebytes may prompt to restart the computer to complete the removal of some items; You should save any open work and allow the restart to happen.

     6)    Your computer should now be clean of viruses but performing a secondary scan is recommended to double check the scan has found all malicious items.


  • How to restore the original Iansyst image – windows 7

    by Lynette Penney | Jun 09, 2014

    You may find this article useful if:

    • Your system has viruses
    • The operating system is corrupt
    • Windows is behaving unexpectedly
    • Multiple applications crash or no longer run

    IMPORTANT NOTICE

    Restoring your computer may cause you to lose important files and any programs you have installed since we supplied your computer will be removed along with any settings changes you may have made.

    It is really important that you perform a full back up of your work to ensure you do not loose important data.
    iansyst cannot take responsibility for any lost data during this process
     If you are unsure about running this restore, please call our support line on 0800 018 0145 and our team of technicians will advise you further.

    1. Please make sure the computer is fully shutdown
    2. Turn on the computer  and begin pressing the “F11” key once per second
    3. You should see a message that says “starting acronis Loader…” – Keep pressing the F11 key
      Acronis Loader screen
    4.  After a moment the screen should change and look like this 

    Acronis true image screen

    5. If you see a box with “Enter Linux Kernel Command Line” press the “Esc” (Escape Key) once.

    6. Select the second option “Restore

    7. You will be given an advisory notice about the potential loss of data by running this restore. 

    8. Only select to continue if you have backed up your important files first.

    9. Once you have selected to continue the restore the process will begin. It takes around 20-30 minutes to complete the restore.

    10. When finished you will be prompted with an option to restart your computer, Select “restart” and once restarted your computer will be ready to use.


  • How to Reset Google Chrome

    by Lynette Penney | Jun 09, 2014

    You May find this article useful if:

    • You browsing is being redirected
    • You are getting lots of adverts / Pop ups
    • Chrome will not open
    • Chrome crashes frequently

     To reset Google Chrome please follow these instructions

    1. Make sure Google Chrome is closed.
    2. Press the Windows key + R to bring up the run dialog.
    3. Type in the following and press enter  %localappdata%\Google\Chrome\User Data\Default\

    Press Ctrl + A to select all the files in the folder.

    IMPORTANT: IF YOU DELETE THE BOOKMARKS FILES YOU WILL LOOSE YOUR BOOK MARKS AN THEY CANNOT BE RETRIEVED – Take Extra care.

    4. Hold down Ctrl + A and click once on the files “Bookmarks” and “Bookmarks.bak”. This will unselect them. 

    5. With all the files selected (except for your Bookmarks), press the Delete key and click Yes to delete the files.

    6. Restart Google chrome and it should now have been reset

  • How to Reset Canon Printer ink absorber

    by Lynette Penney | Jun 09, 2014

    You may find this article useful if:

    • The printer gives an error message when trying to print
    • Printer does not print – No errors
    1. Ensure the printer is turned off
    2. Press and hold the resume button – Triangle in the circle
    3. Whilst the resume button is held  - press and hold the power button – A green Light should come onKeep the power button held down, Release the resume button and press the resume button twice - The green light should turn amber and then green again.Release the power button and then press the resume button 4 times and then press the power button straight away to confirm.
    4. Turn Printer off and then on again.
    5. Try to print.
  • How to remove old and unwanted programs from your computer

    by Lynette Penney | Jun 09, 2014

    You find this article useful if:

    • You have unwanted programs installed on your computer
    • You want to uninstall old programs
    • You want to reinstall a program but need to remove it first
    • You have pop ups and ad’s caused by rogue software.

     

    1. Firstly you will need to go to the control panel – Go to “start” and then click on “ control Panel”

    Remove programs image 1

    2. From the Control panel Choose “Programs and features”.
    Remove programs image 2

    3. You should now see a large list of programs installed – Review this list and choose the application you want to uninstall and then click “uninstall”

    Remove programs image 3

    4. You should receive on screen instructions directing you to uninstall this application

    5. Once you have uninstalled that application you can repeat as needed to uninstall other applications.

    Note: Please be careful when choosing applications to uninstall, if you are not sure what they are then a Google search should provide some information as to what the program is and does.

  • How to fully uninstall office 2010 / 2013

    by Lynette Penney | Jun 09, 2014

    You May find this article useful if:

    • Office programs crash or freeze
    • Office  programs fail to open
    • Saved files are corrupted

     

    1. To fully uninstall office 2010 and 2013 you can use the Microsoft Fix-it removal tool. You can download the tool from here http://go.microsoft.com/?linkid=9779673&entrypointid=MATSKB
    2. Double click the downloaded file to open the Uninstall tool – You will now see the following screen

    Fix It screen 1

    3. Tick the “I agree” box and then click next and system will begin to create a restore point.

    4. After a few minutes you will be prompted with the following screen advising the tool is now ready to start the removal process

    Fix it screen 2

    5. Click “Next” and the process will start; it can take up to about 15 minutes to complete this process.
    6. During the removal you will see a screen like this.
    Techsupport removal screen

    7.When finished you will see the following screen , Click “Close” to finish the removal.

    Fix it finish screen

  • How to back up and restore Dragon 11 and 12 profiles

    by Lynette Penney | Jun 09, 2014

     You may find this article useful if:

     You want to reinstall dragon

     You want to migrate your profile to a new computer

     You want to back up your profile to a safe place

    Backing up your profile

    1. From the Dragon Bar, click the ‘Profile’ button.

    2. Select the ‘Manager User Profiles’ option.

    3. Select the user profile you would like to back up

    4. Click the ‘Advanced’ button and then choose ‘Export’

    5. Choose a safe location to save the exported user profile.

    6. Click ‘OK’ to save the user profile.

    Restoring your user profile

    1. From the Dragon Bar, click the ‘Profile’ button.

    2. Select the ‘Manager User Profiles’ option.

    3. Click the ‘Advanced’ button and then choose ‘Import’

    4. Now select the backup you created previously.

    5. Click ‘OK’ to import the user profile.

  • Function Keys not working on Toshiba Laptop

    by Lynette Penney | Jun 09, 2014

     You may find this Article useful if:

     Brightness Controls do not work

     Volume controls do not work

     Track pad Enable /Disable keys not working.

    Option 1

    Press and Hold the FN key and then press the desired function key .

    Option 2

    1. Check the Flash Card settings:

    2. On the Start Menu go to All Programs/Toshiba/Utilities/

    3. Click on "Restart Flash Cards" if it exists.

    4. Click on "Settings for Flash Cards" if it exists. Make sure the "Disable all function keys" option is unchecked and click OK.

    5. Test function keys