Get unstuck with software or a computer problem

• Check whether your organisation lets you change this yourself. Security settings and shared systems are usually off limits.
• Never paste passwords, access keys, customer data or internal addresses. Remove them from error messages and logs first.

Replace the words in square brackets with your own. Stay in the same chat for the next prompt, unless a step says otherwise.

1. You
   Write down what you tried to do, what happened instead, the exact error text, and the software and version.
2. AI
   Ask for causes first, starting with the simplest and safest thing to try.

   PromptCopy

   I am using [software and version] on [Windows/Mac/other]. I tried to [goal]. Instead this happened: [what happened]. The exact error is: [error, with private details removed].
   
   List the three most likely causes. For each, give the simplest and safest check first. Tell me before any step that could delete data, change security settings or affect other people. Tell me what to do to undo each step.
   
   If this could be a security problem, such as an unexpected file, say so first and tell me to stop and call IT. Do not give steps to get round it.
   
   I am not an IT specialist, so explain any command before giving it.

3. You
   Try one step at a time. Save your work and note what you changed.
4. AI
   If it doesn't work, report exactly what happened and ask for the next step.

   PromptCopy

   I tried [step]. The result was [what happened]. What does that rule out, and what should I try next? If this now needs an administrator, tell me what to say to IT.

5. You
   Stop after three failed tries or at any warning you don't understand, and take your notes to IT.

• The fix is real if the original task now works and you didn't turn off a warning or safety setting to get there.
• Before running a command, find out what it does from the software maker's own documentation.
• Menu names and commands can be made up or out of date. If a menu isn't there, say so and ask again rather than guessing.

• It involves a suspected security problem, such as a strange email or an account you can't get into. Tell IT right away.
• It affects shared systems, servers or other people's data.
• The AI suggests turning off antivirus, a firewall or other security settings.