While software updates are essential for keeping your computer secure, they can occasionally cause unexpected issues. This article explains what to do if you notice a problem after an update has been applied.
How to Tell if an Update Caused the Problem
Updates are applied automatically in the background, so you may not always know one has been applied. Signs that an update may be causing an issue include:
- Something that was working fine yesterday has stopped working today
- An application is crashing or behaving differently than usual
- Your computer is running slower than normal after a restart
- A new error message has appeared that wasn't there before
- A peripheral device such as a printer or scanner has stopped working
If the issue appeared suddenly without you changing anything, an update is a likely cause.
Step 1 — Restart Your Computer
Before raising a ticket, try restarting your computer if you haven't already. Some updates require a restart to complete properly, and a restart often resolves any temporary issues caused during the update process.
Windows: Click Start → Power → Restart (not Shut Down)
Mac: Click the Apple menu → Restart
If the problem persists after a restart, move to Step 2.
Step 2 — Note Down the Details
Before contacting us, make a note of the following — it will help us resolve the issue faster:
- What exactly isn't working (which application or feature)
- What error message you're seeing if any — a photo on your phone works perfectly
- When the problem first appeared
- Whether a restart made any difference
- Which computer is affected
Step 3 — Submit a Support Ticket
Submit a ticket at https://help.lanclub.nz or email help@lanclub.nz with the subject: Update Issue — [brief description]
For example:
- "Update Issue — Printer no longer works"
- "Update Issue — Chrome crashes on startup"
- "Update Issue — Computer very slow after restart"
Include the details you noted in Step 2. The more information you provide the faster we can investigate.
What We'll Do
Once we receive your ticket we'll:
- Review the update history for your computer in Action1 to identify what was recently applied
- Determine whether the update is likely to be the cause
- If confirmed — roll back the problematic update or apply a fix
- Monitor your computer to make sure the issue doesn't recur
- Update your ticket with a summary of what was done
In most cases update-related issues can be resolved remotely without needing to visit.
Can Updates Be Rolled Back?
Yes — in most cases we can roll back a problematic update. However there are some exceptions:
- Critical security patches — we may advise keeping these in place even if they cause minor issues, as rolling them back leaves your computer vulnerable. We'll discuss alternatives with you
- Major OS upgrades — these are more complex to roll back and may require significant work. This is why we notify you before applying them
- Driver updates — these can sometimes be rolled back but may require more investigation
We'll always discuss your options with you before making any changes.
Preventing Disruption from Updates
If you have an important event coming up — a work deadline, a presentation, or anything where you need your computer to be reliable — email help@lanclub.nz in advance and we can pause updates on your device for a short period.
We recommend giving us at least 48 hours notice so we can schedule the pause before the next update window.
Questions?
If you're unsure whether an update has caused a problem or you'd like to discuss your update settings, submit a ticket at https://help.lanclub.nz or email help@lanclub.nz and we'll help you out.