Peripheral Troubleshooting Guide

No Display / Black Screen

Symptoms: Monitor is powered on but showing no image, or displaying "No Signal" message.

Resolution Steps:

1. Verify the monitor is powered on and the power LED is lit
2. Check that the video cable is firmly connected to both the monitor and computer
3. Press any key or move the mouse to wake the display from sleep mode
4. Try a different video cable (HDMI, DisplayPort, USB-C)
5. Connect the monitor to a different port on your laptop or docking station
6. Test with a different monitor to isolate if the issue is with the display or computer
7. Reset the monitor to factory settings using the on-screen menu

Incorrect Resolution or Scaling

macOS:

1. Go to System Settings > Displays
2. Select the external monitor
3. Choose the recommended resolution or select "Scaled" for more options
4. Adjust the scaling slider for optimal text size

Windows:

1. Right-click on the desktop and select Display Settings
2. Scroll to Scale and Layout
3. Select the recommended scaling percentage
4. Under Display Resolution, choose the recommended setting

Flickering or Artifacts

Resolution Steps:

• Replace the video cable with a certified high-quality cable
• Reduce the refresh rate in display settings (try 60Hz instead of higher rates)
• Ensure the cable length is under 2 meters for HDMI or 3 meters for DisplayPort
• Remove any adapters or converters and use a direct cable connection
• Update graphics drivers through the IT software portal

Keyboard Not Responding

Wired Keyboards:

1. Disconnect and reconnect the USB cable
2. Try a different USB port, preferably directly on the computer rather than through a hub
3. Test the keyboard on another computer
4. Check for debris under the keys and clean with compressed air

Wireless Keyboards:

1. Replace the batteries with fresh ones
2. Toggle the keyboard power switch off and on
3. Re-pair the keyboard via Bluetooth settings
4. Remove and re-add the keyboard in Bluetooth preferences
5. Ensure the keyboard is within 10 feet of the computer with no obstructions

Specific Keys Not Working

Resolution Steps:

• Remove the keycap and clean underneath with compressed air
• Check if Sticky Keys or other accessibility features are enabled
• Test the keyboard in a text editor to confirm which keys are affected
• If multiple keys in a row are not working, the keyboard may need replacement

Wrong Characters Appearing

This is typically a keyboard language or layout issue.

macOS:

1. Go to System Settings > Keyboard > Input Sources
2. Remove any unwanted keyboard layouts
3. Ensure the correct language is selected

Windows:

1. Click the language icon in the taskbar
2. Select the correct keyboard layout
3. Go to Settings > Time & Language > Language to remove unwanted layouts

Mouse Not Responding or Erratic Movement

Wired Mice:

1. Disconnect and reconnect the USB cable
2. Try a different USB port
3. Clean the optical sensor on the bottom with a soft cloth
4. Test on a different surface or use a mouse pad

Wireless Mice:

1. Replace batteries with fresh ones
2. Toggle the power switch off and on
3. Re-pair the mouse in Bluetooth settings
4. Clean the optical sensor
5. Remove interference sources (other wireless devices, USB 3.0 devices)
6. For mice with USB dongles, try moving the dongle to a port closer to the mouse

Cursor Moving Too Fast or Slow

macOS:

1. Go to System Settings > Mouse
2. Adjust the Tracking Speed slider
3. Modify scrolling speed if needed

Windows:

1. Go to Settings > Devices > Mouse
2. Adjust the Cursor Speed slider
3. Click Additional Mouse Options for more settings

Scroll Wheel Not Working

Resolution Steps:

• Clean the scroll wheel with compressed air or isopropyl alcohol on a cotton swab
• Check scroll settings in mouse preferences
• Update mouse drivers if available
• Test scrolling in different applications to isolate if it's app-specific

Docking Station Not Recognized

Resolution Steps:

1. Disconnect the dock from your laptop and power source
2. Wait 30 seconds
3. Reconnect the power adapter to the dock first
4. Wait for the dock's LED indicator to stabilize
5. Connect your laptop to the dock
6. Ensure you're using the cable that came with the dock
7. Update the docking station firmware through the IT software portal

Some Ports Not Working

Resolution Steps:

• Verify the dock has sufficient power delivery (check power adapter wattage)
• Disconnect all peripherals and reconnect them one at a time
• Try different ports on the dock
• Check if specific ports have limitations (some may be USB 2.0 vs 3.0)
• Update docking station drivers and firmware

Laptop Not Charging Through Dock

Resolution Steps:

1. Verify the dock supports power delivery for your laptop model
2. Check that the power adapter is the correct wattage for the dock
3. Ensure the USB-C cable supports power delivery (use the original cable)
4. Try connecting the laptop's charger directly to confirm laptop charging works
5. Test the dock with another compatible laptop

Printer Offline or Not Found

Resolution Steps:

1. Verify the printer is powered on and connected to the network
2. Check that your computer is connected to the same network
3. Remove and re-add the printer in system preferences
4. Restart the printer by powering it off for 30 seconds
5. Print a test page directly from the printer to verify it's functioning
6. Clear the print queue of any stuck jobs

macOS Printer Reset:

1. Go to System Settings > Printers & Scanners
2. Select the printer and click the minus button to remove it
3. Click the plus button to add it again
4. Select the printer from the discovered devices

Poor Print Quality

Resolution Steps:

• Check ink or toner levels on the printer display
• Run the printer's built-in cleaning cycle
• Perform a nozzle check or print quality diagnostic
• Ensure you're using the correct paper type for your print job
• Verify print quality settings are not set to "Draft" mode

Paper Jams

Resolution Steps:

1. Turn off the printer before clearing the jam
2. Remove the paper tray and check for stuck paper
3. Open all access doors and gently remove jammed paper
4. Pull paper in the direction of the paper path, not against it
5. Check for torn pieces of paper left inside
6. Ensure paper is loaded correctly and not overfilled
7. Fan the paper stack before loading to prevent static

Webcam Not Working in Video Calls

Resolution Steps:

1. Check that the webcam is not covered by a privacy slider
2. Grant camera permissions to the application (Zoom, Teams, etc.)
3. Close other applications that might be using the camera
4. Restart the video conferencing application
5. Test the camera in the computer's camera app to verify it works
6. Update the video conferencing software to the latest version

macOS Camera Permissions:

1. Go to System Settings > Privacy & Security > Camera
2. Enable access for the required applications

Poor Video Quality

Resolution Steps:

• Clean the webcam lens with a soft microfiber cloth
• Improve lighting in your environment
• Check video settings in the conferencing app for quality options
• Close bandwidth-intensive applications
• Use a wired network connection instead of Wi-Fi if possible

No Audio from Headset

Resolution Steps:

1. Verify the headset is properly plugged in or paired via Bluetooth
2. Check that the headset is selected as the default audio device
3. Adjust the volume on both the computer and headset
4. Ensure the headset is not muted (check inline controls)
5. Test with a different audio application
6. Try the headset on another computer

Microphone Not Working

Resolution Steps:

1. Check that the correct input device is selected in system settings
2. Grant microphone permissions to the application
3. Verify the microphone is not muted on the headset or in software
4. Adjust input volume in system sound settings
5. Test the microphone in the system's sound recorder