What to Have Ready Before a Technician Arrives

Checklist for every visit

Describe the problem. Write down what's wrong, when it started, and whether anything changed just before (a new program, an update, a power cut, a move).
Capture any error messages. Write them down word for word, or take a photo of the screen with your phone.
Have your passwords ready. The technician may need the sign-in for the computer, your email, your Wi-Fi or the account involved. Keep them where you can read them out or type them in yourself; there's no need to email them to anyone.
Know your accounts. If the visit involves your internet, email or software, have the provider's name and your account details handy.
Clear the way. Make sure there's room to work at the desk, and that cables, plugs and equipment (including the modem and router) can be reached.
Have the boxes, discs or paperwork for any new equipment or software you want set up.
Back up if you can. If the computer still works, copy your important files somewhere safe first. See How to check that your backups actually work.

Make sure someone is home for the whole visit to let the technician in and answer questions.
Asking for the discounted residential rate for seniors, veterans and active-duty military? Have your proof ready to show: for seniors 65 and over, a valid state ID; for veterans and active-duty military, a valid or expired military ID, a VA card, a DD-214, or a state ID marked Veteran. See Residential.

Name one contact person who knows the problem and can make decisions.
Arrange access to the rooms, network closet or server room the technician may need.
Have a list of the equipment involved, and any support contracts or warranties for it.
Medical practices: have the staff member who controls HIPAA access available, since your doctors and staff decide what the technician can see. Please don't send us patient information.

Our technicians carry a valid state ID. We keep a HIPAA-compliant security file recording which technician accessed which systems and locations.

Call (936) 280-0919, Monday to Friday, 9 AM to 6 PM, or send us a message.