12 guides
Software & Apps
Installs, crashes, updates, default programs, browsers, and stuck Windows Update.
An application will not launch
A work app flashes and closes, never opens, or sits on a splash screen.
You might notice
- Clicking the icon does nothing
- The app closes immediately
- You see a missing DLL or license error
- 01
Restart the laptop and try once more
A stuck background process can block a second launch. After the restart, open only that app.
- 02
Read the exact error
License, network, and “another setup is in progress” messages each have different fixes. Screenshot the dialog before you close it.
- 03
Repair or reinstall from the company catalog
Use Software Center, Company Portal, or Self Service. Do not download an installer from the public web for licensed software.
- 04
Test another Windows account only if IT asks
A broken user profile can stop one app. Do not create a local admin account on your own.
Did this get you unstuck?
How to install approved software
Add a standard application without waiting for a technician at your desk.
You might notice
- You need Visio, Project, or a browser
- A setup file is blocked
- You are not a local administrator
- 01
Open the company software catalog
On Windows that is usually Company Portal or Software Center. On a Mac it is often Self Service. Search for the approved title.
- 02
Install and wait for a success status
Stay on the network or VPN so the package can download. Restart if the catalog asks you to.
- 03
Sign in with your work account
Office and many line-of-business apps activate against your company license. Use the work email, not a personal Microsoft account.
- 04
Do not sideload random installers
Unknown EXEs are a common malware path and are often blocked by design.
Did this get you unstuck?
An application says it needs an update
A prompt blocks you until the app is current, or a website says your browser is out of date.
You might notice
- Update required to continue
- A meeting app will not join
- Security tools flag an old version
- 01
Update from the company catalog first
Company Portal and Software Center push tested versions. Let that finish before you click an in-app “download from the internet” button.
- 02
For browsers and Teams, use the built-in updater
In Edge or Chrome open About to trigger an update. In Teams use the profile menu → Check for updates, then restart the app.
- 03
Restart after the update
Many updates sit waiting for a restart. Save your work and reboot once.
- 04
Leave Windows Update to the company rings
Do not pause updates for weeks. If a feature update is offered in the company tool, install it when you can spare 30–60 minutes.
Did this get you unstuck?
How to request software that is not on the approved list
Ask for a tool the catalog does not offer without installing it on your own.
You might notice
- A vendor requires a specific app
- A free tool looks useful
- A trial installer is blocked
- 01
Write the business case
Name the product, who will use it, what it replaces, and whether customer or regulated data will go into it.
- 02
Submit the software request form
Use the IT catalog request or ticket type for new software. Include your manager. Security and licensing review exists for a reason.
- 03
Do not buy it on a personal card
Personal subscriptions for work data create contract, privacy, and offboarding problems. Wait for an approved path.
- 04
Use an approved alternative while you wait
Ask IT whether a standard tool already covers the need. Many “new” requests are already licensed under another name.
Did this get you unstuck?
How to set a default browser or app
Make links and file types open in the program you actually use.
You might notice
- Links open in the wrong browser
- PDFs open in a preview you dislike
- Mailto goes to the wrong client
- 01
Change the default browser in Windows
Settings → Apps → Default apps → your browser → Set default. On a managed PC, policy may reset this to Edge.
- 02
Change a single file type
In Default apps, search for .pdf or .xlsx and pick the app. Or right-click a file → Open with → Always.
- 03
Set Outlook as the mail client if needed
Choose Outlook for MAILTO so calendar and message links open in the desktop app.
Did this get you unstuck?
Windows Update is stuck or failing
An update sits on a percentage for hours, or fails with a code when you try to install it.
You might notice
- Downloading 0%
- Pending restart for days
- We couldn’t complete the updates
- 01
Let a pending restart finish
Save work and reboot. Many “stuck” updates are only waiting for a restart window.
- 02
Stay on power and a stable network
Plug in the charger and use Ethernet or solid Wi-Fi. Do not put the lid down mid-install.
- 03
Retry after a clean boot of the update service
Restart the laptop, then Settings → Windows Update → Check for updates. Pause other large downloads.
- 04
Free disk space
Feature updates need several gigabytes. Clean Temporary files and retry.
Did this get you unstuck?
Excel or Word keeps crashing
Office closes while you edit, or a specific workbook takes the app down.
You might notice
- Not responding, then close
- One file crashes, others are fine
- Crashes after a recent add-in install
- 01
Open the file in Safe Mode
Hold Ctrl while starting Word or Excel and confirm Safe Mode. If it is stable, disable COM add-ins from Options → Add-ins.
- 02
Repair the document
Copy content into a new file, or in Excel try Open and Repair. Huge unused ranges, broken links, and corrupted charts are frequent causes.
- 03
Move the file to OneDrive and turn on AutoSave
Local files on a flaky disk lose work. Cloud files also give you version history after a crash.
- 04
Quick Repair Microsoft 365
Settings → Apps → Microsoft 365 → Modify → Quick Repair. Use Online Repair only if Quick Repair fails and you can stay on the network.
Did this get you unstuck?
My browser is slow or crashing
Edge or Chrome uses all the memory, freezes, or closes tabs on its own.
You might notice
- Pages lock up
- “He’s dead, Jim” or similar
- The fan spins with only the browser open
- 01
Close extra tabs and extensions
Keep a handful of work tabs. Disable extensions you do not recognize, especially coupon and PDF tools.
- 02
Clear cached images and files
Clear cached files and cookies for the last 7 days if a single site is broken. Stay signed in to work sites afterward.
- 03
Turn off hardware acceleration if the window flashes
In browser settings, disable hardware acceleration and restart. This helps on some docks and virtual machines.
- 04
Use the company browser profile
Work should stay in the managed profile. A personal profile with many extensions can destabilize the whole browser.
Did this get you unstuck?
How to clear cache and cookies
Fix a website that shows a stale page, an old password prompt, or a broken login loop.
You might notice
- A site looks outdated
- You cannot sign in
- IT told you to clear cache
- 01
Clear for the affected site first
In Edge or Chrome, click the lock icon on the site → Cookies and site data → delete. This is gentler than wiping everything.
- 02
Clear cached files if that is not enough
Open browser settings → Privacy → Clear browsing data. Choose Cached images and files. Add cookies only if the site is still broken.
- 03
Sign in again and complete MFA
Expect to approve a sign-in. Do not be surprised if Outlook on the web or SharePoint asks once more.
- 04
Hard-refresh the page
Use Ctrl+F5 after clearing. Then test in a private window to see whether the profile still holds a bad cookie.
Did this get you unstuck?
A PDF will not open
A PDF is blank, says it is damaged, or opens in the wrong app.
You might notice
- Blank tab
- File is damaged and could not be repaired
- The file downloads but will not open
- 01
Try another reader
Open the file in Edge, then in Adobe or the company PDF app. Some files only render in one of them.
- 02
Download it instead of previewing
Outlook and SharePoint previews fail on larger PDFs. Download a copy and open the local file.
- 03
Confirm the download finished
A truncated file will always look corrupt. Compare the size with what the sender expected and download again.
- 04
Ask for a re-export if it is still damaged
The source file may be bad. Have the sender export a new PDF or share the original Word document.
Did this get you unstuck?
A website asks for Java or a blocked plugin
An older line-of-business site will not load because a plugin is missing or blocked.
You might notice
- Please install Java
- NPAPI plugin blocked
- The page is blank after sign-in
- 01
Use the browser IT names for that system
Legacy apps often work only in Edge IE mode or a published virtual desktop. Chrome will not run old Java plugins.
- 02
Install Java only from the company catalog
If a managed Java package exists, install that version. Public Java installers are frequently the wrong edition and a security risk.
- 03
Prefer the modern replacement
Ask whether the same task exists in a current web app. Plugin-based tools are being retired.
Did this get you unstuck?
The PC showed a blue screen or restarted on its own
Windows crashed, displayed a stop code, or rebooted while you were working.
You might notice
- Blue screen with a stop code
- Unexpected restart
- The machine is looping
- 01
Write down the stop code and time
Codes such as DRIVER_IRQL_NOT_LESS_OR_EQUAL help IT. Note whether you were docking, updating, or idle.
- 02
Let Windows finish startup repairs if it offers them
Do not power off during repair. If it boots, save your work to OneDrive immediately.
- 03
Remove new hardware and retry
Unplug extra docks, displays, and USB devices. A failing accessory can crash the system.
- 04
Stop using the machine if it loops
Repeated crashes can corrupt a profile. Use another device and call IT.