IT Troubleshooting Case study
Fixing a Freezing Computer and Stuck Windows Updates
When a client's computer kept freezing, even right-click and Windows updates became a problem. We provided onsite IT troubleshooting to get it responding again without resetting Windows.
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The situation
Everyday controls had stopped working
The client couldn't install Windows updates or open the right-click menu with the mouse. OneDrive was also giving them trouble. They asked us to look into the problems onsite.
- Customer
- Private Client
- Service
- IT Troubleshooting
- Location
- Australia
- Client name withheld for privacy
01 / The challenge
A reset wasn't a practical option
The computer had many applications installed, but their installer files weren't available. A Windows reset wasn't possible with that setup.
The client's iTunes music also needed a backup. We had to work with what was already on the computer and keep those requirements in mind.
02 / The Call IT Mate approach
Working through the problems in the existing setup
We investigated the freezing, worked through the software issues and returned to the updates.
Checked the Freezing
We checked the computer onsite and found it was freezing, which was stopping right-click from working.
Ruled Out a Windows Reset
With the applications' installer files unavailable, a reset wasn't an option. We continued troubleshooting the existing setup.
Ran a Malware Scan
The malware scan found one infected file, which we removed.
Cleaned Up the System
We ran a disk cleaner and a registry cleaner. After the clean-up, right-click worked again and files loaded.
Removed OneDrive
The client didn't use OneDrive and didn't want it on the computer, so we uninstalled it.
Freed Up the Disk
The disk was constantly at 100% utilisation. We removed Norton while working through the problem, then restarted the computer. Norton was reinstalled later.
Got Windows Updates Installing
We ran Windows Update troubleshooting. Updates initially kept searching, then began installing. Some failed, so we tried those manually.
Reinstalled Norton
We installed Norton again after the troubleshooting so the computer had its security software back in place.
Client-specific details remain private.
03 / The outcome
Right-click worked and updates began installing
Right-click worked again and files were loading. Windows updates began installing, though not all update attempts succeeded.
We advised the client to consider an upgrade and noted the need to back up their iTunes music.
Controls responding
Right-click worked again and files loaded.
Updates progressing
Windows updates began installing.
Next steps identified
An upgrade was suggested, and the iTunes music needed a backup.
Frequently asked questions
Why is right-click not working when my computer freezes?
If the computer is freezing, the right-click menu may stop responding too. Check the wider performance problem before assuming the mouse itself needs replacing.
What should I check when the disk stays at 100%?
Look into what is using the drive and how that relates to the freezing. The percentage alone doesn't tell you which program or component is responsible.
What can I do about Windows updates not installing?
Windows Update troubleshooting is one way to investigate. Failed updates may also need individual attention. Check the result of each attempt rather than assuming every update has installed.
Should I reset Windows to fix a freezing computer?
First check how you would reinstall the applications you need and protect your files. If the installer files aren't available, investigate whether the existing setup can be repaired.
What should I protect before changing a computer I use for iTunes?
Make sure your music and library files have a separate backup. If you're unsure which files you need, get help identifying them before resetting Windows or changing storage.
Is OneDrive a backup?
No. OneDrive syncs your files between your computer and the cloud, so if a file is deleted, damaged or encrypted by malware on one device, that change can sync everywhere. Keep a separate backup of important files, such as on an external drive or with a dedicated backup service.
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General customer feedback — not a testimonial from this case study client.
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