Top Tech Support Issues Revealed in New Report

Graham Turner

30 July 2024, 10.11am

Lakeside Software’s latest research uncovers the primary tech support issues facing IT departments and end-users, with hardware problems leading the charge and software challenges not far behind.

IT data intelligence company Lakeside Software has unveiled new research highlighting the most common and aggravating tech support queries.

According to the report , tech issues continue to plague IT departments and end-users alike, causing significant frustration and disruption. Hardware problems are the primary culprits, responsible for 60% of all support queries.

Users frequently grapple with system crashes, slow performance and connectivity issues, while software-related woes account for 24% of tech headaches, often involving installation errors, compatibility issues and data losses.

Lakeside’s analysis not only identifies the most frequent tech support challenges, but also offers insights into the future of IT support.

Beyond hardware problems, peripheral connectivity issues are also significant, including malfunctioning USB ports and problems with external devices like keyboards and mice at 48%. Power and booting troubles are common as well, with 54% of users experiencing devices not powering on, 9% encountering unexpected shutdowns, and 37% facing boot process difficulties.

Additionally, storage and data access issues are noted, with hard drive failures at 36%, and data loss/difficulties accessing files and folders at 28%.

Software issues, comprising 24% of tech support queries, indicate notable challenges with applications and operating systems. These include installation and setup problems, such as difficulties configuring settings or activating licenses (25%), and operating system errors like crashes, error messages, and unexpected behaviors (22%).

Data issues, including data loss and corruption, occur 20% of the time, often due to software glitches or virus attacks. Compatibility problems, where certain programs do not work well with specific hardware or other applications, account for 19%, while performance and speed concerns are reported by 14% of users.

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Finally, networking and connectivity challenges represent 11% of the queries. Router and Wi-Fi connectivity issues are the most common, with 52% of users experiencing frequent disconnections or difficulties connecting to networks. Network configuration and settings challenges, such as problems with IP settings and firewall configurations, are reported by 27% of users. Internet speed issues, affecting productivity and user satisfaction, account for 18%, while troubleshooting network devices, such as network interface cards and routers, comprises 4%.

Although less frequently reported, security concerns remain critical for users. Requests for assistance include issues with antivirus software and malware removal (28%), firewall configuration (21%), phishing and email security issues (17%), and general cybersecurity concerns such as password management and protecting personal information.