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Dove Computer Solutions Ltd
We make I.T. happen
01335 81 80 81
info@dovecomputers.com
Unit 1 Henmore Trading Estate
Mayfield Road
Ashbourne
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FAQs

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We may have an easy answer for you!

GDPR for businesses
  • GDPR or the General Data Protection Regulation changes alter the way in which companies can gather, store, share and use a customers data. This affects the way in which a company conducts it’s marketing habits, the way they work with third-party companies and the way store data.

 

  • Gathering data:
    – As a consumer you’ve probably been hit by a sea of ‘Opt In’ emails from various companies, some of which you don’t ever remember signing up to! This is because you now must have explicit, clearly given consent when gathering any data from your consumers.
    – You must also be explicitly clear as to what that data will be used for, who it will or could be shared with and how long you intend to keep it. For example if someone were to create an account with Amazon, they may email them about their account information or if there is a sign in on another device. If you make an order they will likely keep you updated on when that order has been dispatched. However, they do not have permission to send marketing emails for Amazon Video to you, simply because you have an account under said email address.
    That is what you need to be aware of.
    – You can not gather data without knowledge or permission.
    – If you are a company that relies largely on third parties sharing data with you, you must ensure that that company has informed their customers they’re sharing data with you. Failure to do so can spell trouble for the sharing party and your own company also.

 

  • Storing data:
    – Data must be stored securely with access only given on a ‘need to know’ basis.
    For example, a boss will likely know your medical history, criminal record and other sensitive information you may want to be kept private. Jill, in finance has no business having access to company medical records. Nor does Jack in sales.
    This is the same for your customers. If an employee doesn’t require access to it, don’t allow it.
    If an employee requires access to certain files on a temporary basis, this can be altered with a given date for the access to end or a temporary password.
    – Data should be backed up, again, securely.
    Storing your customer and employee data in a locked filing cabinet with only one key is all well and good, but what if there’s a fire? Or a robbery?
    Your client and employee data should be backed up, not just on a computer hard drive – there’s still the risk of the computer failing and data being lost – it should also be stored in an encrypted file system in the cloud.

 

  • Sharing data:
    – If, like most companies, you work alongside other businesses, whether it be to share their services or as partners, you quite often may share customer data between one another. This is still acceptable provided the customer is not only informed but has agreed to allow their data to be shared.
    If you don’t have permission, don’t share it.
    – Some companies try to operate on buying and selling databases to businesses to try and ‘increase sales’. It wasn’t a good idea before GDPR and it definitely isn’t now. Do not use these companies.
    The likelihood is that the customers who’s information they have did not consent to have their information taken, sold or resold to SME companies – stay well away and with any luck GDPR will bring an end to these menaces.
GDPR for consumers
  • As a consumer you do not need to do anything for GDPR.
    You likely received a fair few ‘Opt In’ emails or Privacy Policy update notifications around May time, and other than choosing if you wish to remain on a mailing list or not, there’s not a great deal else you need to do.
  • You do have the right to be forgotten – meaning if a company holds your data and you don’t want them to, you can request they remove you from their database. If they still fail to do so and contact you, you have the right to report them to the ICO, the company that regulates GDPR.
What is GDPR?
  • GDPR or General Data Protection Regulation is a change to the Data Protection (2010) law. It does not wholly replace this law but runs alongside it and mainly focuses around the way that companies can gather, store and use our personal data.
  • GDPR is a law written by and affecting the European Union, however regardless of Brexit it will also affect the UK and continue to do so after we have left the EU in 2019. Whilst it is only law for the European Union, it also affects all companies throughout the rest of the world that deal with any European country.
Slow Internet Connectivity

Slow Internet Connection

Firstly is this a problem that has been long running or a new issue?

New issue

If it’s a new issue it’s likely due to some line work or possibly a line fault in your area. Contact your internet provider to report the issue or request an update on the current status.
You can check your line speed with a lot of companies online, simply search your providers name and ‘speed test’. If there isn’t one visible for your provider, search for their customer service line to speak to someone about the issue.

Long Running

Quite a common cause we find with a lot of our customers is location. Due to the largely rural areas we operate in, connection can be quite difficult to come by. It may be worth contacting another provider to see whether they can improve your current speed. For example, BT are always putting in new fibre lines in new locations and w3z, a local firm, are always looking to expand their connections also, so you may just get in lucky.

If you’re unsure of what you’d need to say or who is best to speak to, contact the team for some advice as we’d be happy to point you in the right direction.

Home Wi-Fi issues

We have had other instances where the house itself is the problem. Either a large house, old house, house with thick walls, across a farm yard – you name it, we’ve seen it!

There are solutions to accommodate this and improve your connectivity within your home. Our technician Aaron loves a home or business wi-fi project, so he’s the best guy to speak to about getting the right solution to suit you.

We’d ordinarily organise a site visit, to confirm the issue and come to a conclusion for the best solution. From there we can put together a quote for the job and upon approval by yourself get you booked in to improve your home connectivity. It’s nice and easy once it all gets going.

Contact a member of the team on 01335 81 80 81and ask about improving your home wi-fi set up and we’ll get started from there! 

 

Frozen PC/Device

My program is frozen.

A good way to tell whether your device or simply just a program has frozen is to select the combination of keys CRTL, ALT, DELETE (you must press all three together)

This should open up an options menu on your PC – if this happens, select the ‘Task Manager’ option.
A window should then open on your computer that shows all of the open programs and the speeds at which they’re running. If you select the program you seem to be having issues with, you can force close the program using the ‘End Task’ button.

You should then be able to use your device again.

My PC/Laptop is frozen

If you have been moving the mouse unable to see a change and have attempted to use the CTRL, ALT, DELETE method to no avail, your device is well and truly frozen. If you have unsaved work it may be worth leaving the device for a few minutes to see whether it comes back – don’t click anything or press anything for about 15 minutes to just see if it comes back. If it does save the work asap and try to properly close down any programs etc.

If the device does not come back after waiting, you may need to force shut down the device. To do this you will need to hold the power button down for a few seconds until the screen goes blank and the device powers down – you will most likely lose any unsaved work by doing this.

Computers freeze for a number of reasons, but if your device is getting on in ages (over 5 years), then it’s likely it’s way of saying it needs to be replaced.

If the issue persists it may be wise to bring the device down to the workshop so that our technicians can take a look into it.

If you have any questions on top of this please contact a member of the team on 01335 81 80 81 and someone will be happy to help.

I have a frozen smartphone/tablet

Sometimes smartphones do freeze and begin to run slow, just as with computers. In fact it came out earlier this year that Apple were purposefully slowing down older devices to encourage people to purchase a new one. Whilst this has supposedly been resolved, naturally this does happen as time goes on.

If your device freezes however, you will need to try and force shut it down. Google how to force shut down your device, and turn it back on again.

If this issue persists it may be wise to back up your data, or try to take note of when it freezes (i.e. is there an app it always freezes on?) as if there is a pattern you may be able to break it by removing an app or program.

If unsure of what to do next, try searching the issue – is it common? If so it may be wise to contact the manufacturer. If less so, contact a technician and we’ll see how we can help you.

Slow PC/Device

My device is running really slow

As machines get older they begin to run slower, it’s unfortunately a (strangely) natural thing.
Other reasons a device may run slow is it’s specification (i.e. the processor and RAM/Storage space the machine has) and this isn’t always easily or cheaply altered.
If you’re interested in this as an option contact a technician who can give you an idea of price and timescale.

Clear space

We can however look into your software and as upon setting up the device there are sometimes ‘drivers’ and other programs that are required to set up the operating system but later not necessary. Removing these programs may give a little extra space that can possibly improve the speed of your device.

External Hard drives

We always recommend having an external hard drive to back up your important data. Whilst expensive, devices can be replaced, data cannot!
However if your machine starts to run slowly this is all the more important, as it could possibly be a sign of a struggling hard drive.

If you bring the device down we can have a technician run a diagnostic and clean up of your device for you, but if the machine is over 5 years old, it may be time to start considering a new PC!

Printer Errors

As a disclosure, we unfortunately do not deal in the repairs of printer hardware. If a part needs replacing we unfortunately cannot facilitate.
We can however help with software and connection, jams and new purchases.

I can’t find my printer on my computer

Firstly, is your printer ethernet or wireless? (i.e. does it have to be plugged in to print?)
If it does have to be plugged in, please check the sockets to ensure it hasn’t become dislodged or come out. Then restart the printer.

If it is wireless, check your Wi-Fi connection, if you have poor Wi-Fi your printer may struggle. If it is still on the Wi-Fi please restart the printer.

Can your computer find the printer? Is it an option to print from said device? If not please contact the team who can get on remotely and take a look at the set up.

If it is visible, is it online? If the device is saying its offline, there’s an issue with the printer itself – if you haven’t already, please restart. If you have, contact the team who should be able to get on remotely to your PC to see the issue.

If you have a WIRED printer you would also be able to bring it in, but will need to bring your laptop/PC along with it for us to connect the two together.

Error code
If an error code is showing on your device, please restart the printer and see if the code returns. If so, take note of the error code and contact the team.

Your printer may also give messages about a lack of paper, low ink levels etc, but if your device does not have a screen we advise you check these first before calling.

You may also want to check the printer head to see if there is a paper jam.

If in doubt please feel free to contact a technician on 01335 81 80 81 – please ensure you have the model and manufacturer or your printer to hand when calling.

Smashed Phone Screen

Hardware Repairs
Unfortunately we do not specialise in fixing hardware issues for smartphones or tablets. If your device is in warranty we would recommend contacting the manufacturer who may be able to solve the issue free of charge. Alternatively if it is not, you may be able to find a shop in Derby/Uttoxeter that offers phone repairs.

Smartphone or Tablet Set Up and Data Transfer

Do you fix software issues?
Unfortunately not. If you are experiencing any issues with your phone software, you will need to go back to the manufacturer, especially if the device is still in warranty.

Do you help with set ups?
We can assist in the set up of a new smartphone as well as the data transfer from an old one. We do ask that you ensure you bring a few things with you:

1. Your old phone (if wanting a data transfer) – with given passcode
2. Any passwords for emails/accounts you would like setting up on the new device
3. Any information necessary for setting up the phone (i.e. your Apple ID)
4. Charging cables for any devices

Data Transfer
We are, more often than not, able to transfer data from one device to another, provided we have the necessary account information (ID and password) and correct cables to do so. This does differ dependent upon device, so if unsure please contact the team on 01335 81 80 81 to find out what you would need to bring along.

Virus Concerns

How to tell if your machine is infected
Some virus’ are clear as day and present themselves in the forms of pop ups, unknown programs appearing on your device or a strange electronic voice taking over your speakers. However others are quiet and calculating and may not always show themselves.

If you suspect you may have a virus it’s a wise idea to open your anti-virus software and run a malware scan. This will highlight if your machine is infected or if there are any concerns over your security.

If you do not have anti-virus software, it’s very advisable in this digital age to consider getting some. If you contact a technician on 01335 81 80 81 and explain the situation, they will be able to get on remotely with you and run some scans to ensure you aren’t infected and clear the machine up if it turns out that you in fact are. Alternatively you can pop in store and have it cleaned up physically rather than remotely.

What do I do if my device is infected?
Turn your device off and contact a technician who will advise you to bring it in store. We can then decipher the degree to the infection and clear the machine up. If you don’t have anti-virus already we will recommend you consider getting some, however will not install anything without your explicit authorisation.

What do I do if someone I don’t know accessed my computer?
If someone you don’t know has accessed your computer remotely, either via a number given in a fraudulent email or via a pop up on your screen, you will need to bring the machine in store instantly. We can then take a look at what files they have accessed, if any, and remove any remote software they have installed. It may or may not be necessary to change your passwords for any programs, but a technician can advise you on this.
If you use online banking we would advise contacting the bank to inform them of the issue as they may wish to alter your bank details to ensure they have not been masked.

If in doubt, please contact the office immediately. Some virus’ can be a simple and more or less harmless browser pop up, but others can be far more harmful to both your device and the data it holds. The best thing to do is to turn the device off and bring it into the office – this will ensure whoever has accessed the machine is no longer able to.

No Internet Connection

Before you contact the office there are a few things we will need you to try:

1. Have you restarted your router?
Restarting the router can sometimes be the kick needed to fix any internet issues (whatever you do, do not reSET the router however).

2. What is the connection status on your device?
You must ensure that you are connected to the correct router, that your Wi-Fi is turned on and that you’re not in ‘flight mode’. It may sound obvious, but these things happen.

If you’ve recently had a new router or altered the password to your router, you’ll need to reconnect to your new Wi-Fi before your internet will connect again. There should be a password attached to your router or that came along with your router when issued.

3. Is there a line fault with your provider?
BT give a service that allows you to check the line connectivity in your area, as do many services. If unsure however, call your internet provider and ask if there are any issues or maintenance works in the area.

4. Contact the team.
If you have restarted your router, contacted your internet provider and are still having no luck, it’s time to contact the team. Take note of what your router is doing – what lights are showing up, what colours are those lights? Have you been experiencing internet issues for a while or is this a one off? Where are you located? (some areas have much poorer and more intermittent internet than others)

With this information we can start to form a picture instantly upon your initial call and saves us requesting you go back and forth to gather this information for us.

Contact a technician on 01335 81 80 81

Should you be unsure of what’s best or have any further questions, please feel free to contact the team on 01335 81 80 81 and we will assign a technician best able to handle your concern.