KCS TEMPLATE

Issue

<Describe the problem succinctly>

Environment

• <OS / App / Version / Device>
• <User role / Network / Location>

Cause

<Root cause summary>

Resolution

1. <Step 1>
2. <Step 2>
3. <Verification>

Keywords

<keyword1, keyword2, …>

---

OneDrive — File Not Syncing

Issue

User files are not syncing to OneDrive; status shows “Sync pending” or files stuck.

Environment

• Windows 10/11 / OneDrive desktop app
• Microsoft 365 account

Cause

Corrupt cache or stalled OneDrive process, or network restrictions.

Resolution

1. Right-click OneDrive icon → Close OneDrive.
2. Run: %localappdata%\Microsoft\OneDrive\onedrive.exe /reset
3. Restart OneDrive and sign in; verify sync status is healthy.

Keywords

onedrive not syncing, sync pending, file not updating, onedrive reset

Outlook — Cannot Send Email

Issue

Outgoing emails stay in Outbox or return error “Send failed”.

Environment

• Outlook (desktop / web)
• Exchange Online / On-prem Exchange

Cause

Authentication problem, incorrect SMTP settings, or connectivity issue.

Resolution

1. Confirm internet access. For desktop: File → Account Settings → Repair account.
2. Sign out and sign back in; clear cached credentials in Windows Credential Manager.
3. Test send in Outlook Web (OWA) to isolate client vs service issue.

Keywords

outlook send failed, email stuck outbox, smtp error, exchange send

Password Reset — User Self-Service

Issue

User needs to reset password or cannot remember credentials.

Environment

• Corporate Active Directory / Azure AD
• Self-service password reset (SSPR) enabled

Cause

User didn’t register required authentication methods or SSPR is disabled.

Resolution

1. Guide user to password reset portal (company URL / MyAccount).
2. If SSPR not configured, IT resets password and enforces registration.
3. Verify login and prompt user to update MFA methods.

Keywords

password reset, forgot password, ssspr, azure ad reset

Account Locked — Too Many Failed Logins

Issue

User account is locked after multiple failed login attempts.

Environment

• Active Directory / Azure AD
• Domain-joined or cloud accounts

Cause

Security policy locks account after threshold of failed attempts.

Resolution

1. Confirm lockout in AD/Azure AD portal.
2. Unlock or reset account per policy; verify MFA if required.
3. Educate user on correct credentials and check for malware or sync issues causing failures.

Keywords

account locked, AD lockout, unlock user, failed login

MFA — Multi-Factor Authentication Not Working

Issue

User cannot complete MFA challenge (no push, or authenticator code rejected).

Environment

• Azure AD MFA / third-party MFA apps
• Mobile device (iOS/Android)

Cause

Time drift on authenticator app, disabled notifications, or misregistered device.

Resolution

1. Ask user to check device time & enable notifications.
2. Re-register MFA method in MyAccount portal or IT resets MFA registration.
3. Use temporary bypass or helpdesk OTP per policy.

Keywords

mfa not receiving push, authenticator code invalid, two factor fail

VPN — Cannot Connect

Issue

VPN client fails to establish a connection or drops frequently.

Environment

• Corporate VPN (AnyConnect, FortiClient, GlobalProtect)
• Remote user networks (home / public Wi‑Fi)

Cause

Incorrect credentials, VPN service outage, or ISP blocking ports.

Resolution

1. Confirm user credentials and account status.
2. Check VPN server status and logs; try alternate gateway.
3. Ask user to try on different network; collect logs for IT analysis.

Keywords

vpn not connecting, vpn drops, anyconnect fail, globalprotect

Wi‑Fi — Connected but No Internet

Issue

Device connects to Wi‑Fi SSID but cannot access the internet.

Environment

• Office or home Wi‑Fi networks
• Windows / macOS / Mobile

Cause

DHCP or gateway issue, DNS misconfiguration, or captive portal.

Resolution

1. Check IP address and gateway; run ipconfig /all or equivalent.
2. Try pinging gateway (router) and public IP (8.8.8.8).
3. If captive portal, complete sign-in; if DNS, set alternate DNS temporarily.

Keywords

wifi connected no internet, captive portal, dns issue, dhcp fail

PC — Slow Performance

Issue

Computer is slow to boot or applications are sluggish.

Environment

• Windows 10/11 laptops or desktops

Cause

High CPU/Memory usage, low disk space, or background updates/scans.

Resolution

1. Open Task Manager; identify high resource processes.
2. Free disk space, uninstall unused apps, run disk cleanup.
3. If hardware constrained, consider SSD or RAM upgrade.

Keywords

slow pc, high cpu, disk full, slow boot

Windows — Blue Screen (BSOD)

Issue

System crashes with a blue screen and error code.

Environment

• Windows 10/11 desktops or laptops

Cause

Driver conflict, hardware fault, or corrupt system files.

Resolution

1. Record stop code and collect minidump file.
2. Boot in Safe Mode; update/reinstall device drivers.
3. Run SFC and DISM; consider hardware diagnostics if persists.

Keywords

bsod, blue screen, stop code, system crash

Printer — Printer Offline / Cannot Print

Issue

Users cannot print; printer shows offline or print jobs stuck.

Environment

• Network printers / USB printers

Cause

Printer connectivity problems, driver issues, or print spooler service error.

Resolution

1. Check network connectivity to printer and power status.
2. Restart Print Spooler service (services.msc).
3. Delete and re-add printer; update drivers if needed.

Keywords

printer offline, cannot print, print spooler, printer driver

Print Spooler — Service Crash or Errors

Issue

Print Spooler stops or crashes; no print jobs process.

Environment

• Windows Server or Windows workstations

Cause

Corrupt print job, outdated drivers, or spooler service instability.

Resolution

1. Stop Print Spooler, clear C:\Windows\System32\spool\PRINTERS, restart service.
2. Remove problematic drivers; update to vendor-recommended versions.

Keywords

print spooler crash, spooler stops, clear printers folder

SharePoint — Access Denied

Issue

User receives “Access Denied” when opening a SharePoint site or document.

Environment

• SharePoint Online / Teams-linked files

Cause

Insufficient permissions, broken inheritance, or group membership issues.

Resolution

1. Check site permissions and group membership in SharePoint admin.
2. Grant the required permission level or restore inheritance as per policy.

Keywords

sharepoint access denied, file permission, teams file access

File Deleted — Recover from Recycle Bin

Issue

User accidentally deleted a file from OneDrive/SharePoint.

Environment

• OneDrive / SharePoint Online

Cause

File removed by user or automated cleanup.

Resolution

1. Check OneDrive/SharePoint Recycle Bin; restore the file.
2. If not present, open Admin Recycle Bin or contact IT for retention restore.

Keywords

restore deleted file, onedrive recycle bin, sharepoint restore

File Version — Version Conflict

Issue

Users see version conflicts or unexpected file versions in OneDrive/SharePoint.

Environment

• Collaborative docs in OneDrive/SharePoint

Cause

Simultaneous edits or sync issues caused duplicate copies.

Resolution

1. Open version history and restore the correct version.
2. Ask users to close local files and let cloud sync complete before editing.

Keywords

version conflict, file duplicate, restore previous version

Microsoft Teams — Audio Issues in Calls

Issue

User cannot hear audio or others cannot hear the user during Teams calls.

Environment

• Teams desktop/mobile/web
• Headset / built-in mic

Cause

Wrong audio device selected, muted mic, or driver issues.

Resolution

1. In Teams, check Device settings → select correct speaker/microphone.
2. Ensure device is not muted; update audio drivers.

Keywords

teams audio, mic not working, teams call no sound

Microsoft Teams — Video / Camera Not Working

Issue

Camera not detected or black screen during Teams meetings.

Environment

• Teams desktop/web
• Integrated or USB camera

Cause

Camera permissions blocked, other apps using camera, or driver problems.

Resolution

1. Check OS camera privacy settings and allow Teams.
2. Close other apps using camera and update drivers; test in Teams settings.

Keywords

teams camera black screen, camera not detected, video no show

Teams — Cannot Join Meeting

Issue

User cannot join a Teams meeting; gets error or redirected to login.

Environment

• Teams Web / Desktop

Cause

Invalid meeting link, expired invite, or authentication mismatch.

Resolution

1. Verify meeting link and that user is signed into correct account.
2. Try joining via Teams app if web fails; clear browser cookies if needed.

Keywords

teams cannot join, meeting error, teams link invalid

Application — Crashes or Freezes

Issue

An application unexpectedly crashes or becomes unresponsive.

Environment

• Specific application (name/version)

Cause

Corrupt installation, incompatible plugin, or resource shortage.

Resolution

1. Collect logs, restart the app, and try in Safe Mode if supported.
2. Repair or reinstall the application; check for updates or known issues.

Keywords

app crash, application freezing, reinstall app

Software Installation — Fails or Errors

Issue

Installer reports error or cannot complete installation.

Environment

• Windows / macOS install scenarios

Cause

Missing prerequisites, insufficient permissions, or corrupted installer.

Resolution

1. Run installer as administrator; verify prerequisites (.NET, libs).
2. Download fresh installer; check disk space and antivirus interference.

Keywords

install failed, setup error, cannot install software

Windows Update — Fails to Install

Issue

Windows updates fail or loop during installation.

Environment

• Windows 10/11

Cause

Corrupt update files or conflicting software/drivers.

Resolution

1. Run Windows Update Troubleshooter; clear SoftwareDistribution folder.
2. Run DISM and SFC, reboot, and attempt update again.

Keywords

windows update failed, update loop, sfc dism

Driver — Device Not Working / Missing Driver

Issue

Device not recognized or shows as unknown in Device Manager.

Environment

• Windows devices (printers, NICs, GPUs)

Cause

Missing or outdated driver, or driver signature enforcement issues.

Resolution

1. Open Device Manager; update driver from vendor site or Windows Update.
2. Install signed drivers; use compatibility mode if required.

Keywords

driver not found, device unknown, install driver

Display — External Monitor Not Detected

Issue

Laptop/PC does not detect external monitor or shows black screen.

Environment

• HDMI/DisplayPort/VGA connections

Cause

Cable/port failure, incorrect input selection, or driver issue.

Resolution

1. Verify cable and input; try alternate cable and port.
2. Update graphics drivers; detect display via Display Settings.

Keywords

monitor not detected, external display, hdmi no signal

External Drive — Not Recognized

Issue

USB external HDD/SSD not appearing in File Explorer.

Environment

• USB drives on Windows / macOS

Cause

Drive letter conflict, failing drive, or driver problem.

Resolution

1. Check Disk Management; assign/change drive letter if missing.
2. Test on another port/PC; run disk health checks and backup if accessible.

Keywords

usb drive not showing, external hdd not detected, assign drive letter

USB — Devices Not Working

Issue

USB devices (mouse/keyboard/flash) not functioning when plugged in.

Environment

• Windows / macOS USB ports

Cause

Faulty port, power issues, or driver problems.

Resolution

1. Try different USB port and reboot.
2. Check Device Manager for errors; update USB controller drivers.

Keywords

usb not working, usb port dead, usb device fail

Laptop — Battery Not Charging

Issue

Laptop shows plugged in but battery not charging.

Environment

• Laptops (Windows / vendor models)

Cause

Faulty charger, battery wear, or power management settings.

Resolution

1. Check charger and cable; test with another compatible adapter.
2. Update battery/BIOS drivers and run battery health diagnostics.

Keywords

battery not charging, laptop plugged not charging, battery health

Laptop — Overheating / Fan Loud

Issue

Laptop runs hot, fans are loud, performance throttles.

Environment

• Laptop models, heavy workloads

Cause

Blocked vents, dust buildup, or high CPU/GPU usage.

Resolution

1. Check vents; use compressed air to clean dust. Ensure proper ventilation.
2. Close unnecessary apps; update firmware and drivers.

Keywords

laptop overheating, fan loud, thermal throttling

Keyboard — Not Responding

Issue

Built-in or external keyboard keys not working.

Environment

• Laptops / USB keyboards

Cause

Driver issues, physical damage, or incorrect layout/region settings.

Resolution

1. Try external keyboard; check Device Manager and update drivers.
2. Verify keyboard layout and regional settings; replace hardware if faulty.

Keywords

keyboard not working, keys unresponsive, external keyboard

Touchpad — Gesture or Movement Not Working

Issue

Touchpad movements or gestures do not respond.

Environment

• Laptops with precision touchpad

Cause

Disabled in settings, driver issues, or physical fault.

Resolution

1. Check Windows Settings → Touchpad enabled; update drivers.
2. Enable precision gestures; test after reboot.

Keywords

touchpad not working, gestures disabled, touchpad driver

Display — Screen Flickering

Issue

Screen flickers intermittently or after login.

Environment

• Windows laptops/desktops

Cause

Driver conflict, incompatible refresh rate, or hardware fault.

Resolution

1. Update display drivers; adjust refresh rate in Display Settings.
2. Test in Safe Mode; check for faulty cables or monitor hardware.

Keywords

screen flicker, display flickering, refresh rate, gpu driver

Camera — Not Detected

Issue

Integrated or USB camera not detected by apps.

Environment

• Windows/macOS; Teams/Zoom

Cause

Privacy settings block camera, or driver missing.

Resolution

1. Allow camera access in OS privacy settings; update drivers.
2. Close competing apps; test camera in Camera app.

Keywords

camera not found, webcam not detected, camera permission

Microphone — No Input Detected

Issue

Microphone shows no input or low volume in calls/recording.

Environment

• Headset / Built-in mic, Teams/Zoom/Skype

Cause

Muted device, wrong input selected, or driver issue.

Resolution

1. Check app and OS input settings; ensure mic not muted.
2. Update audio drivers and test with another app.

Keywords

microphone not working, no mic input, headset mic low

Speakers — No Sound

Issue

Speakers produce no audio or low volume.

Environment

• Built-in speakers / external speakers / Bluetooth

Cause

Wrong output device selected, muted audio, or driver problem.

Resolution

1. Select correct output device and unmute; run audio troubleshooter.
2. Update audio drivers; test with headphones.

Keywords

no sound, speakers not working, audio output

Email — Attachment Blocked or Too Large

Issue

Email attachments fail to send or are blocked by policy.

Environment

• Exchange / Outlook / M365

Cause

Attachment size exceeds limits or file type blocked by security rules.

Resolution

1. Use secure file transfer or cloud link (OneDrive) for large files.
2. Check mail hygiene/policy to whitelist safe file types if business-justified.

Keywords

attachment blocked, file too large, outlook attachment fail

Calendar — Not Syncing

Issue

Calendar events do not sync between devices or appear missing.

Environment

• Outlook / Exchange / mobile devices

Cause

Sync settings disabled, account misconfiguration, or server delay.

Resolution

1. Verify account is added and calendar sync is enabled on device.
2. Use OWA to check if event exists server-side; remove and re-add account if needed.

Keywords

calendar not syncing, outlook events missing, calendar sync fail

Mobile Hotspot — Cannot Connect Devices

Issue

Other devices cannot connect to phone’s hotspot or connection is unstable.

Environment

• iOS/Android tethering

Cause

Carrier restrictions, AP band mismatch, or password mismatch.

Resolution

1. Confirm carrier allows tethering; change hotspot band to 2.4GHz if needed.
2. Restart phone and connected device; re-enter password carefully.

Keywords

hotspot not connecting, tethering fail, mobile hotspot unstable

SSO — Corporate Single Sign-On Failure

Issue

Users cannot sign in via SSO to internal apps.

Environment

• Azure AD SSO, SAML apps

Cause

Certificate expiration, misconfigured SAML settings, or trust issues.

Resolution

1. Check SSO configuration and certificate validity in IdP/SP settings.
2. Rotate certificates if expired and re-test login flows.

Keywords

sso not working, saml error, azure ad sso

Certificate — SSL / Certificate Errors

Issue

Users see certificate warnings when accessing internal web apps.

Environment

• Internal web servers, intranet, cloud apps

Cause

Expired or misissued certificate, untrusted CA, or hostname mismatch.

Resolution

1. Inspect certificate details; renew or replace certificate from trusted CA.
2. Ensure hostname matches certificate SAN; update bindings.

Keywords

certificate error, ssl warning, expired cert, hostname mismatch

Browser — Web Pages Not Loading

Issue

Specific websites fail to load or return errors.

Environment

• Chrome/Edge/Firefox on Windows/macOS

Cause

DNS issues, proxy settings, or browser cache/cookies corruption.

Resolution

1. Clear browser cache, disable proxy, and test with alternate browser.
2. Check DNS resolution; try nslookup to diagnose.

Keywords

web page not loading, browser error, dns fail, clear cache

Access — Site Blocked by Security Policy

Issue

User cannot access a website due to company web filtering or policy.

Environment

• Corporate firewall / proxy / web filter

Cause

Site categorized as blocked or policy denies access.

Resolution

1. Confirm policy block; request business exception with justification.
2. Temporarily allow access for specified users if approved by security team.

Keywords

site blocked, web filter, proxy block, firewall deny

Remote Desktop — Cannot Connect (RDP)

Issue

Remote Desktop connection fails to establish.

Environment

• RDP to corporate servers or workstations

Cause

Network firewall blocking RDP, or RDP service disabled on target.

Resolution

1. Verify target is online and RDP service enabled; check firewall rules.
2. Use VPN or jump host; test port connectivity via telnet host 3389.

Keywords

rdp cannot connect, remote desktop fail, rdp blocked

RDP — Credentials Not Accepted

Issue

RDP prompts for credentials or rejects valid credentials.

Environment

• Domain-joined servers/workstations

Cause

Account restrictions, NLA (Network Level Auth) issues, or cached credentials mismatch.

Resolution

1. Ensure account has Remote Desktop permissions; disable NLA temporarily to test.
2. Clear saved credentials and try again; check domain trust if cross-domain.

Keywords

rdp credentials fail, network level auth, remote permissions

Application — Database Connection Error

Issue

App cannot connect to database; shows connection timeout or login failed.

Environment

• SQL Server / MySQL / PostgreSQL

Cause

Network, credentials, or DB service stopped.

Resolution

1. Check DB service status; verify connection string and credentials.
2. Test connectivity from application server to DB server (ping/telnet).

Keywords

db connection error, sql timeout, database login failed

Network — DNS Resolution Failure

Issue

Hostnames fail to resolve; users can reach IPs but not hostnames.

Environment

• Corporate DNS servers / client devices

Cause

DNS server down, misconfigured DNS records, or client cache corruption.

Resolution

1. Check DNS server health; flush client DNS cache (ipconfig /flushdns).
2. Verify records in DNS zone and replication between servers.

Keywords

dns not resolving, flushdns, dns server down

Network — DHCP IP Assignment Failure

Issue

Devices fail to obtain IP address from DHCP and get APIPA addresses.

Environment

• Corporate DHCP servers / switches

Cause

DHCP server down, scope exhausted, or network segmentation issues.

Resolution

1. Check DHCP server and scope availability; review lease counts.
2. Ensure DHCP traffic reaches server (no VLAN/blocking).

Keywords

dhcp not assigning, apipa, no ip address

Network — Slow Internet / High Latency

Issue

Users experience slow internet or high latency to services.

Environment

• WAN links, corporate network, ISP

Cause

Bandwidth saturation, faulty network device, or ISP issues.

Resolution

1. Run speed tests and traceroute to identify bottleneck.
2. Check interface counters for errors; contact ISP if external link is degraded.

Keywords

slow internet, high latency, network slowness

VPN — High Latency / Poor Performance

Issue

VPN users notice slow app performance over VPN tunnel.

Environment

• VPN gateway, WAN links, remote users

Cause

Insufficient VPN gateway capacity, suboptimal routing, or congestion.

Resolution

1. Monitor gateway CPU/memory and concurrent sessions.
2. Scale VPN capacity or split traffic (split-tunneling) where policy allows.

Keywords

vpn slow, vpn lag, vpn high latency

Authentication — LDAP / AD Authentication Failure

Issue

Applications cannot authenticate against LDAP/AD and login fails.

Environment

• Active Directory, LDAP-integrated applications

Cause

Replication issues, service account password expiry, or network access to DCs blocked.

Resolution

1. Check DC connectivity and replication; verify service account credentials.
2. Review application LDAP settings and firewall rules.

Keywords

ldap auth fail, active directory login, ad authentication error

Azure AD — Join / Device Registration Fails

Issue

Devices cannot join Azure AD or register for Intune management.

Environment

• Azure AD Join, Intune device management

Cause

Licensing, user permission, or connectivity to Microsoft endpoints blocked.

Resolution

1. Check Azure AD Join policies, user permissions, and license assignment.
2. Ensure device can reach required Microsoft endpoints and retry registration.

Keywords

azure ad join fail, intune registration, device enrollment

License — Software Activation / License Failure

Issue

Software shows unlicensed or activation failed error.

Environment

• Microsoft 365, Adobe, or other licensed apps

Cause

License not assigned, network blocking activation, or local cache issue.

Resolution

1. Verify license assigned in admin portal; sign out and sign back into app.
2. Clear activation cache or re-install if corrupted.

Keywords

activation failed, license not found, office unlicensed

Printer — Paper Jam / Basic Maintenance

Issue

Printer indicates paper jam or prints garbled pages.

Environment

• Office network printers / multifunction devices

Cause

Paper misfeed, worn rollers, or wrong paper type.

Resolution

1. Follow manufacturer’s procedure: power off, carefully remove jammed paper from trays and path.
2. Check rollers and replace if worn; use correct paper weight and re-test print.

Keywords

paper jam, printer maintenance, clear jam