Help Desk Troubleshooting Guide - Nexthink Quick Reference

[!info] Document Purpose Non-technical guide for Help Desk staff to troubleshoot common user issues using Nexthink data. Maps user-reported symptoms to relevant Nexthink information.

Version: 1.0 Target Audience: Help Desk / Service Desk Analysts Last Updated: 2026-01-10 Format: Confluence-ready (can be copied directly)

How to Use This Guide

1. User reports an issue → Find the symptom in this guide
2. Follow the decision tree → Identify the likely cause
3. Check Nexthink → Look up the specific information needed
4. Escalate if needed → Use the "Escalation Info" section to provide details to IT

Quick Jump:

• Device is Slow
• Application Issues
• Network/Connectivity Problems
• Login Issues
• Hardware Problems
• Email/Office Issues

Device is Slow

User Says: "My computer is running slow"

Step 1: Identify the Type of Slowness

Step 2: Check Nexthink Device Performance

What to Look For:

🔍 CPU Usage

• Normal: 0-60%
• High: 60-80%
• Critical: 80-100%

If high CPU:

• Which program is using the most CPU?
• Has it been high constantly or intermittently?
• How long has this been happening?

🔍 Memory Usage

• Normal: 0-70%
• High: 70-85%
• Critical: 85-100%

If high memory:

• How much total RAM does device have? (Should be at least 8GB)
• Which programs are using the most memory?
• Is there a memory leak? (usage keeps increasing)

🔍 Disk Space

• Healthy: >20% free
• Warning: 10-20% free
• Critical: <10% free

If low disk space:

• How much space is left?
• What's taking up the space? (Check C: drive)

Step 3: Troubleshooting Actions

Escalation Info to Provide

When escalating, include: - Device name - Current CPU usage (%) - Current memory usage (%) - Available disk space - Top 3 programs using resources - Duration of issue (ongoing vs intermittent)

Application Issues

User Says: "This application isn't working"

Step 1: Identify the Specific Problem

Application Issues
├─ App won't open
│  ├─ Is it installed? → Check in Nexthink
│  ├─ Has it ever worked? → Check last execution
│  └─ Did it work before? → Check recent changes
│
├─ App keeps crashing
│  ├─ How many times? → Check crash count
│  ├─ Everyone or just this user? → Compare devices
│  └─ Specific action causes crash? → Get repro steps
│
├─ App is slow/frozen
│  ├─ Just this app? → Check app-specific performance
│  ├─ All apps? → Check device performance
│  └─ Network-related? → Check connectivity
│
└─ App missing/disappeared
   ├─ Was it removed? → Check uninstallations
   ├─ Wrong version? → Check installed version
   └─ Policy removed it? → Escalate to Desktop

Step 2: Check Application Status in Nexthink

🔍 Application Installation

Questions to Answer:

• Is the application installed on this device?
• What version is installed?
• When was it installed?
• When was it last used?

If NOT installed:

• Was it ever installed? (check installation history)
• Was it uninstalled? (check uninstallation events)
• Should this user have this app? (check with Desktop Support)

🔍 Application Crashes

What to Look For:

• How many times has it crashed? (last 7 days)
• When did crashes start?
• Is it crashing for other users too?
• What version are they running?

Crash Frequency Guidelines:

• 1-2 crashes/week: Normal for some apps
• 3-5 crashes/week: Moderate issue
• Daily crashes: Critical issue - escalate

🔍 Application Version

Questions to Answer:

• What version is the user running?
• Is this the latest version?
• Are other users on a different version?
• Did version recently change?

Version-related Issues:

• Old version → Needs update
• New version → May have bugs, check with others
• Different than others → Inconsistent deployment

Step 3: Common Application Issues & Solutions

Escalation Info to Provide

When escalating, include: - Application name and version - Exact error message (if any) - Number of crashes (last 7 days) - When problem started - Other users affected? (yes/no/unknown) - Steps to reproduce

Network/Connectivity Problems

User Says: "I can't connect to [server/website/VPN]"

Step 1: Identify the Type of Connection Issue

Connectivity Issues
├─ Cannot connect at all
│  ├─ WiFi not connected → Check WiFi status
│  ├─ VPN not connected → Check VPN status
│  └─ Ethernet unplugged → Physical check
│
├─ Intermittent connection
│  ├─ Keeps dropping → Check signal strength
│  ├─ Slow but works → Check packet loss/latency
│  └─ Works then stops → Check network logs
│
└─ Specific site/server unreachable
   ├─ Everyone affected? → Network outage
   ├─ Just this user? → DNS or routing issue
   └─ Just this device? → Device network config

Step 2: Check Network Status in Nexthink

🔍 Connection Type

What to Look For:

• Ethernet or WiFi?
• VPN connected?
• When was last network activity?

Connection Type Guidelines:

• Ethernet: Most reliable, check cable
• WiFi: Check signal strength
• VPN: Verify VPN client status

🔍 WiFi Signal Strength

Signal Strength Guide:

• Excellent: >70% (4+ bars)
• Good: 50-70% (3 bars)
• Fair: 30-50% (2 bars)
• Poor: <30% (1 bar) - likely to have issues

If Poor Signal:

• User too far from access point?
• Physical obstructions?
• Move closer to AP if mobile

🔍 Packet Loss

Packet Loss Guide:

• Normal: 0-1%
• Noticeable: 1-5% (may feel slow)
• Problem: 5-10% (definite issues)
• Critical: >10% (severe issues)

If High Packet Loss:

• Affects calls, video, real-time apps
• Check if WiFi or wired
• Check if VPN is connected

🔍 Network Latency

Latency Guide:

• Excellent: <20ms
• Good: 20-50ms
• Fair: 50-100ms
• Poor: >100ms (noticeable lag)

High Latency Causes:

• Poor WiFi signal
• VPN overhead
• Network congestion
• Distance to server

Step 3: Common Network Issues & Solutions

Escalation Info to Provide

When escalating, include: - Connection type (WiFi/Ethernet/VPN) - Signal strength (if WiFi) - Packet loss percentage - Network latency (ms) - Specific site/server affected - When problem started - Intermittent or constant?

Login Issues

User Says: "I can't log in"

Step 1: Identify the Type of Login Issue

Login Issues
├─ Wrong password
│  ├─ Account locked? → Check AD status
│  ├─ Password expired? → Check expiration
│  └─ Typing error → Verify Caps Lock
│
├─ Takes too long to login
│  ├─ Slow device? → Check boot performance
│  ├─ Network issue? → Check connectivity
│  └─ Profile loading? → Check profile size
│
└─ Cannot find device
   ├─ Device offline? → Check last seen
   ├─ Not powered on? → Physical check
   └─ Not connected? → Check network

Step 2: Check User & Device Status

🔍 Device Status

Questions to Answer:

• When was device last seen online?
• Is device currently online?
• What was last user activity?

Last Seen Guidelines:

• Active now: Device is online
• <1 hour ago: Recently active
• >24 hours ago: May be offline/powered off
• >7 days ago: Investigate if user claims to use daily

🔍 Login History

What to Look For:

• Recent login attempts
• Failed login count
• Last successful login
• Login duration (time to complete)

Failed Login Indicators:

• 1-3 fails: Normal (typos)
• 5-10 fails: Possible password issue
• >10 fails: Likely locked out - reset password

Step 3: Common Login Issues & Solutions

Escalation Info to Provide

When escalating, include: - Username - Device name - Exact error message - Number of failed attempts - Last successful login time - Account lock status (if known)

Hardware Problems

User Says: "My hardware isn't working"

Step 1: Identify the Hardware Issue

Hardware Issues
├─ Display/Monitor
│  ├─ No display → Check connection, power
│  ├─ Multiple monitors → Check monitor config
│  └─ Resolution wrong → Display settings
│
├─ Disk Space
│  ├─ "Disk full" message → Check available space
│  ├─ Cannot save files → Check free space
│  └─ Slow performance → Check disk space
│
├─ Peripherals (mouse, keyboard)
│  ├─ Not recognized → Check device manager
│  ├─ Intermittent → USB connection
│  └─ Wireless → Check battery, receiver
│
└─ System crashes/freezes
   ├─ Blue screen → Check crash logs
   ├─ Random reboots → Check hardware resets
   └─ Frequent freezes → Check CPU/memory

Step 2: Check Hardware Status in Nexthink

🔍 Disk Space

What to Look For:

• Total disk size
• Available free space
• Percentage free

Disk Space Guidelines:

• Healthy: >50GB or >20% free
• Warning: 20-50GB or 10-20% free
• Critical: <20GB or <10% free

If Critical Disk Space:

• User cannot save files
• System may be unstable
• Performance degraded
• Immediate action required

🔍 Hardware Information

What to Look For:

• Device type (laptop/desktop)
• Manufacturer and model
• Total RAM installed
• CPU type and count
• Age of device (first seen date)

Minimum Requirements:

• RAM: 8GB minimum, 16GB recommended
• Disk: 256GB minimum
• Age: <5 years for optimal performance

🔍 System Crashes

What to Look For:

• Hard reset count (unexpected shutdowns)
• System crash count
• When crashes occurred
• Pattern in crashes

Crash Frequency Guidelines:

• 0-1/month: Normal
• 2-5/month: Investigate
• Weekly: Hardware issue likely
• Daily: Critical - immediate escalation

Step 3: Common Hardware Issues & Solutions

Escalation Info to Provide

When escalating, include: - Device type and model - Specific hardware issue - Available disk space (GB and %) - Total RAM installed - Number of crashes/resets (last 30 days) - Age of device - Any error codes displayed

Email/Office Issues

User Says: "Outlook/Teams/Office isn't working"

Step 1: Identify the Office Application Issue

Office Application Issues
├─ Outlook
│  ├─ Won't open → Check if running, crash count
│  ├─ Slow to start → Check mailbox size
│  ├─ Keeps crashing → Check crash frequency
│  └─ Cannot send/receive → Check network
│
├─ Teams
│  ├─ Won't connect → Check network, VPN
│  ├─ Poor call quality → Check audio metrics
│  ├─ Video issues → Check video metrics
│  └─ Keeps freezing → Check CPU/memory
│
├─ Word/Excel/PowerPoint
│  ├─ Crashes when opening files → Check crash count
│  ├─ Cannot save → Check disk space
│  ├─ Slow/unresponsive → Check CPU/memory
│  └─ Missing features → Check version
│
└─ OneDrive/SharePoint
   ├─ Not syncing → Check network, disk space
   ├─ Sync errors → Check error logs
   └─ Slow uploads → Check network speed

Step 2: Check Office Application Status

🔍 Outlook Performance

What to Look For:

• Is Outlook running?
• Number of crashes (last 7 days)
• Outlook version
• When was it last used successfully?

Common Outlook Issues:

• Slow to start: Large mailbox (>10GB)
• Keeps crashing: Add-ins causing issues
• Won't open: Crashed process still running
• Missing emails: Sync issue

🔍 Teams Call Quality

What to Look For:

• Audio quality (Good/Poor)
• Video quality (Good/Poor)
• Packet loss during calls
• Network latency

Call Quality Indicators:

• Good Quality: Clear audio/video, no lag
• Poor Quality:
• Choppy audio
• Frozen video
• Echo/feedback
• Dropped calls

Poor Quality Causes:

• High packet loss (>5%)
• High latency (>100ms)
• Low bandwidth
• Poor WiFi signal

🔍 Office Version

What to Look For:

• Office version (e.g., Office 2019, Office 365)
• Is it up to date?
• Are other users on same version?

Version Issues:

• Old version: May have bugs, compatibility issues
• New version: May have new bugs
• Different from org standard: May need update

Step 3: Common Office Issues & Solutions

Escalation Info to Provide

When escalating, include: - Specific Office application (Outlook/Teams/Word/etc.) - Exact error message or symptom - Application version - Number of crashes (last 7 days) - For Teams: Call quality metrics (audio/video quality, packet loss) - For Outlook: Mailbox size (if known) - When issue started - Does it happen with all files or just specific ones?

Quick Reference Tables

Severity Guidelines

Use these to determine urgency:

When to Escalate

⚠️ Escalate Immediately If:

• Critical severity (see table above)
• Security-related (locked account after hours, suspicious activity)
• Entire department affected
• Executive/VIP user
• Business-critical system down

📋 Escalate After Basic Troubleshooting:

• Quick fixes didn't resolve issue
• Issue persists >24 hours
• User has deadline/urgent need
• Hardware failure suspected
• Requires specialized knowledge

✅ Can Handle at Help Desk:

• Password resets
• User education/guidance
• Simple restarts
• Known issues with workarounds
• Questions about features

Nexthink Terminology for Help Desk

Basic Terms:

Performance Terms:

Tips for Using This Guide

1. Follow the Decision Trees

Start at the top and work your way down. Each branch will guide you to the right information.

2. Check Multiple Metrics

Don't rely on just one metric. For example: - Slow device? Check CPU and memory and disk space - Network issue? Check signal and packet loss and latency

3. Compare to Guidelines

Use the severity tables to determine if metrics are normal or problematic.

4. Document What You Find

When escalating, include all relevant metrics and timeline: - What's the problem? - What did you check? - What were the values? - When did it start? - Is it still happening?

5. Look for Patterns

• Does it happen at specific times?
• Only with certain applications?
• Only on certain days?
• Only for this user or widespread?

Additional Resources

For Desktop Support Team:

• Full NQL Data Model Reference
• NQL Query Templates
• Advanced Troubleshooting Guides

For Help Desk Analysts:

• Common Nexthink Dashboards
• Escalation Procedures
• Known Issue Database

Document Version: 1.0 Status: Production Ready Last Updated: 2026-01-10 Maintained By: IT Operations / Help Desk Team Feedback: [Contact IT Documentation Team]

This guide is designed to be imported into Confluence for easy reference by Help Desk teams.