General Troubleshooting (Slow Laptop, Office Apps Won't Open, Grainy Screen Share, Dead PC, Phone Sync, Mic/Sound, Dynatrace)

Laptop running slow: restart the laptop, then open Task Manager (Ctrl+Shift+Esc) and sort by Memory to find what's consuming the most. Close what you don't need — a browser with a large number of open tabs is the most common cause. Then install any pending Windows and driver updates. If it's still slow after that, tell the MCi IT Assistant and it will raise a ticket for you.

None of your Office apps will open: restart your computer first — that clears the most common cause. It's worth doing before you go looking for an Office update or repair, which is where most people start. If they still won't open after a restart, tell the MCi IT Assistant and it will raise a ticket.

Screen shares or screenshots look grainy and washed out: turn off hardware acceleration in your browser — in Edge or Chrome, go to Settings > System and switch off "Use graphics acceleration when available," then relaunch the browser. This is a browser rendering setting, not a monitor or driver fault, so try it before replacing cables, updating monitor firmware, or reinstalling display drivers.

Computer/PC broke or won't turn on: this needs hardware diagnosis or replacement. Tell the MCi IT Assistant and it will raise a ticket.

Outlook not syncing with phone: confirm the phone has internet, update the Outlook app, verify the account settings on the phone, restart the phone and retry, or remove and re-add the email account. If using Egress Prevent, confirm it's active and hasn't flagged unusual activity that's blocking sync.

Microphone/sound issues in meetings: confirm the mic is connected and unmuted, then check that the correct microphone is selected in both Teams settings and Windows sound settings — a docking station can silently take over as the default input after a restart. Update Windows and restart the PC. If it's still not working, tell the MCi IT Assistant and it will raise a ticket.

Unable to access / login to Dynatrace: this needs an account and permissions check. Tell the MCi IT Assistant and it will raise a ticket.

Source: MCi IT agent questions and answers.docx (validated test transcript of the prior MCi AI IT Agent).