Locations: North Andover, MA | Boston, MA | Portsmouth, NH

Frequently Asked Questions

Click on a topic below to view questions for that topic:


Hours & Submitting a Ticket

  • What are your office hours?

Our office hours are Monday – Thursday from 8:00a – 7:00pm, Friday 8:00a – 5:00p.

  • How do I submit a support ticket?

There are several ways to submit a ticket:

Email Support:  Email tickets@itllc.net describing your issue. This will create a new service request and a helpdesk support team member will contact you.

Log into our Customer Portal:  Visit our website at www.itllc.net and click on Customer Portal in the top right hand corner. If you do not have a login, please request one by emailing support at tickets@itllc.net.

Call:  You can always call our main number – we always answer live during business hours.

  • What if I have an emergency outside of business hours?

Our technicians can be reached 24/7 by calling our support number. If this call is outside of business hours, press 1 when prompted to have an on-call technician paged. *Fees may apply depending on your service agreement for after hour assistance.

  • What if I have an emergency that needs immediate assistance?

If you are experiencing an emergency, such as a company-wide internet, phone, or email outage, call our support number. If this call is outside of business hours, press 1 when prompted to have an on-call technician paged.

  • What should I do before I call the help desk?

When possible, write down any information about error messages and take screen shots of your issue. Next, attempt to recreate the issue. Often times, it helps to close the program and restart the computer to reset the system, and possibly resolve the problem.


Your Computer

  • Should I turn my computer off at night?

No – we recommend that you leave your computer on at night. This is when we take care of critical maintenance such as virus scans, patching, disc clean up, as well as workstation backups.

  • My computer does not turn on, what do I do now?

First check the computer’s power cord to make sure it is completely plugged into the wall socket. If you are using a plug strip, make sure it is completely plugged into the wall socket and that the power switch on the plug strip is turned on. Some plug strips also have a built in circuit breaker which usually looks like a black or red button near the power switch. Press the button to reset it and see if that solves the problem. If that does not resolve the issue, contact support.

  • What do I do when my computer crashes?

There are many reasons why a computer may just stop working or “freeze”. Most of the time there isn’t much we can do about it, it is a fact of life that computer programs have become so complex that occasionally users will experience problems even when performing common tasks. When your computer no longer responds to keyboard commands your best bet is to re-boot the computer. If that does not resolve the issue, contact support.

  • I can’t connect to my network drive anymore?

Verify that the network cable is properly connected to the back of the computer. In addition, when checking the connection of the network cable, ensure that the LED’s on the network are properly illuminated. For example, a network card with a solid green LED or light usually indicates that the card is either connected or receiving a signal. Note: generally, when the green light is flashing, this is an indication of data being sent or received.

  • Is it safe to turn off a Windows computer without doing a shut down?

Users should not simply press the power button or restart the computer while Windows is still running unless there is an issue with the computer. Microsoft has included the shutdown feature because it enables a computer to go through all the all the necessary steps that are required before turning off the computer. In fact many versions of Microsoft Windows will check the computer for any problems if the computer is not shut down properly.

  • What do I do if my hard disk fails to work?

As with most computer errors, your first step is to shut down your computer and restart it. This will help you confirm whether or not you actually have a hard disk problem. If the disk is severely damaged then your computer will probably fail to restart properly. If this is the case then contact support, this is a job for the professionals.

  • There is no display on the monitor, what do I do now?

Make sure the monitor is on. If no power light (green or orange light) is seen on the monitor display try pressing the power button until it comes on. If your computer monitor was on and you stepped away from the computer and upon returning it was black it’s likely that the computer is asleep. Try moving your mouse, clicking the mouse buttons, and/or pressing any key (space bar) on the keyboard to wake it up. Make sure that the monitor is connected properly to the back of the computer.

  • What do I do if the image on screen is distorted or skewed?

You may receive a distorted image when the cable is loose or defective. Disconnect the video cable going from the back of the computer and verify that no pins are bent, burnt or broken. Once verified re-connect the monitor cable. If the refresh rate is not properly set the monitor may have a wavy or an appearance that lines are going down or across the monitor slowly or fast, this may also cause a flickering affect. A distorted image can be caused by magnetic or other types of interference. Verify no speakers, fans or other magnetic devices are close to the monitor.

  • Why is my mouse acting erratically?

Users who have an optical mechanical mouse (most common mouse for desktop computers) are likely experiencing erratic behavior because the mouse is not clean or is dirty. If you’ve cleaned the mouse and continue to encounter issues and this mouse has worked in the past fine unfortunately your mouse is likely defective. One additional test that can be done to help determine if this is the case or not is to connect the mouse to another computer. Otherwise we suggest replacing the mouse.

  • When are patches installed?

Patches are installed on a nightly basis as the software becomes available. They are done after 11:00pm

  • My internet is down!

Is it really the internet or is it your web browser? Or, is it just your email? Check to see if others are having the same problem. Can you let us know anything specific about the issue? If you have the ability, can you restart your Internet modem or firewall?


Printers & Email

  • I am unable to send or receive email?

Verify that your computer is able to see the Internet and/or other computers to ensure that your computer is not encountering a connection issue, which would be causing your e-mail issue. If you are still having the issue, your Internet e-mail server or your Network e-mail server may encountering issues and you should contact support.

  • I can’t receive any email attachments?

If the e-mail box is full of other e-mail messages and/or your storage space is limited, it is possible that the attachment being sent cannot be received. Often if this problem is occurring, the attachment exceeds the allowable size limit for attachments by your email server and cannot be received. Also, because computer viruses and other malware are best distributed through e-mail, SPAM filters used by Internet & Telephone may prevent certain types of file extensions from being distributed or received through e-mail. For further information, please contact support.

  • Why can’t I print?

Well, sometimes it’s the basics. As silly as it sounds, most of the time we troubleshoot a printer issue, the printer is either turned off or out of paper. If the problem is not something basic, we recommend you check your printer for any error messages or colored lights and take note of those to include in your ticket submission.

  • How do I fix a paper jam?

Turn off the printer. Inspect the location or tray the printed paper ejects to. If the stuck paper is visible manually remove it. Remove all paper trays and any paper that may be stuck between the tray and the printer. If the stuck paper is visible manually remove it. Open the printer door that allows you access to the printer ink cartridges or toner and look for any stuck paper. If the stuck paper is visible manually remove it. Turn the printer back on.

  • I lost my printer installation disk, how can I install my printer?

Thankfully a missing printer installation disk or disc is not the end of the world and will not require you to wait until a new diskette or CD can be sent to you. Today all printer and other hardware manufacturers are providing downloads on the Internet to their software programs and drivers that are included with their products..

  • What is my computer name?

Move your mouse pointer over the Lighthouse icon in the bottom right corner of your computer screen. Let it sit for just a second and the name of your PC will appear. If you are having trouble finding the icon, you can right-click “My Computer”. Click Properties. In the Properties window, click the Computer Name tab. Within this tab you’ll be able to see the full computer name, workgroup and also a description. If you wish to change the name or workgroup, click the Change button.


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