‘Does my phone have a virus?’ and other common IT support questions (and their answers)

2 November 2017 by Mark Williams

At Pensar, we provide businesses with 24/7 phone support, on-site support and managed IT services - among many other things. That means we field hundreds of IT support queries every week.

Here are (some of) the most common queries, and their answers.

Have you experienced any of these common IT support issues? What other common IT issues do you experience? Let us know in the comments, and we’ll get back to you with a fix!

I’ve forgotten my password! Can you tell me what it is?

Short answer: no. IT administrators and support staff shouldn’t know what your password is, and they should never be willing to tell you a password over the phone or in person. That kind of behaviour is a security risk, and it’s probably a violation of your organisation’s IT security policy.

If you’ve forgotten your password, ask IT support to help you reset it. This means you’ll create a brand new password to replace the one you’ve forgotten. Click here for some tips on creating a strong, memorable password.

Does my phone have a virus?

If you’ve noticed some strange charges on your phone bill, poor battery life or lots of invasive adverts popping up in your phone’s browser, you may have a virus.

Mobile malware is on the rise and it’s not just Android phones that are at risk. Click here to learn more about the seven signs your phone has a virus - and what to do if you’ve got one.

Click to get your free IT security policy template

I keep getting calls from Microsoft Tech Support. Are they real, or are they scams?

They're scams!

If you get a phone call from someone claiming to be from Microsoft Technical Support, hang up immediately. Microsoft does not make unsolicited phone calls to fix your computer, or request personal or financial information. Nor do they send unsolicited emails.

Most of the time these calls are from scammers claiming to be Microsoft representatives. They’ll tell you that your computer has a virus or that you’re missing a critical piece of software in an effort to get you to reveal personal or financial information, or to download malware. If you’re curious, here’s what happens if you play along with the scam.

Microsoft receives around 10,000 customer complaints per month about tech support scams from across the globe. They’re about as old as the Nigerian prince scam. Don’t fall for it, and report a scam here if you come across one.

Is Dropbox safe to use?

Yes. But, as with any cloud service, you need to exercise caution.

Dropbox Business is a powerful and familiar tool, and it’s backed by a dedicated security team and an approach to security that focuses on continuous improvement and innovation. You can learn more about Dropbox security here.

Unfortunately, cyber criminals have capitalised on Dropbox’s popularity and familiarity and every now and then a new series of phishing emails surfaces. These emails, which are made to look like Dropbox emails, target Dropbox users in an attempt to steal their passwords and spread malware.

As a general rule, Dropbox is safe - but you should be wary of any email you get from Dropbox, or any company for that matter. Click here for instructions on how to tell if an email is really from Dropbox, and check out some examples of recent Dropbox phishing emails here.

Common IT issues can be resolved with the right support and training

Employee education and training - especially around cyber security best practices - will help your business manage IT issues. So will a dedicated IT support team.

If it’s not practical to have your own in-house support team, outsourcing your IT support is a good alternative. Check out these articles to help you decide if outsourced IT support is right for you:


Have you experienced any of these common IT support issues? What other common IT issues do you experience? Let us know in the comments, and we’ll get back to you with a fix!

Click to get your free IT security policy template

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