IT Support FAQ Canada
Every Question. Expert Answer.

Yes. IT Cares certified technicians fix computers remotely using secure AnyDesk software. The vast majority of computer problems — viruses, slow performance, crashes, blue screens, WiFi issues, software errors — are software-related and can be fully resolved without anyone physically touching your device. We resolve 95% of issues on the first session. You stay in full control and watch every action the technician takes in real time.

Yes, when done through a trusted provider like IT Cares. We use AnyDesk, which employs 256-bit TLS encryption — the same security standard used by banks. You authorize the connection with a one-time code, you can see every action on your screen in real time, and you can disconnect instantly by clicking one button. We never store your files, passwords, or personal data after the session ends.

Remote IT support works in three simple steps: (1) You call or book online and describe your problem. (2) You download AnyDesk (a small 2-minute download), open it, and share a one-time access code with our technician. (3) The technician connects securely to your computer, diagnoses the issue, and fixes it while you watch. Most sessions are completed in 30 to 60 minutes. You pay only after the problem is resolved.

Almost all software-related problems can be fixed remotely, including: virus and malware removal, slow computer optimization, Windows blue screens and error messages, startup and shutdown issues, WiFi and internet connectivity, email configuration, printer setup, software installation and updates, password resets, data backup setup, Microsoft 365 issues, and macOS problems. Hardware issues like broken screens or failed hard drives require physical repair.

Most remote repairs take 30 to 60 minutes. A simple virus scan and removal or speed optimization typically takes 30 to 45 minutes. A full system diagnostic with repairs runs about 60 minutes. Complex situations such as ransomware removal or major system corruption may take 90 minutes or more, and our technician will advise you of the expected timeline upfront before starting.

Not at all. Our remote support is designed to be accessible to everyone, including seniors and people with no technical background. Our technicians will guide you step by step through the simple AnyDesk download process — it takes about 2 minutes. You don't need to know any technical terminology or do anything complicated. If you can click a mouse, you can use IT Cares remote support.

If our certified technician is unable to resolve your issue remotely, you receive a full refund — no questions asked. This guarantee applies to every single session. If the problem turns out to require physical hardware replacement, we will tell you exactly what component is needed and where to get it at the best price, at no additional charge for that advice.

Absolutely not. Every remote session requires your active participation and explicit consent. You must download AnyDesk, open it, and manually share a unique one-time access code with our technician. The connection is only active for the duration of the session. Once it ends, the access code expires and our technician has no way to reconnect without starting the entire process again from your side.

Yes. IT Cares provides remote computer repair and IT support across all of Canada — including Ontario, British Columbia, Alberta, Quebec, Manitoba, Nova Scotia, Saskatchewan, New Brunswick, Newfoundland, and the territories. Since our service is delivered over the internet, location is no barrier. We serve clients in Toronto, Vancouver, Calgary, Edmonton, Ottawa, Winnipeg, Halifax, and hundreds of smaller communities.

We use AnyDesk, a professional-grade remote access platform trusted by over 170,000 businesses worldwide. It is lightweight (2MB download), fast, and uses 256-bit TLS encryption with RSA 2048 key exchange. We chose AnyDesk over competitors for its superior performance on slow internet connections, transparent connection display, and instant disconnect feature that gives clients complete control at all times.

IT Cares charges a flat rate of $59 CAD for a 30-minute Quick Fix session (virus removal, speed optimization, Windows errors, printer/WiFi issues) and $99 CAD for a 60-minute Full Repair session (ransomware removal, deep malware cleanup, system optimization, data recovery, blue screen diagnosis). There are no hidden fees, no travel charges, and no per-hour billing surprises. On-site service in Montreal/Laval starts at $99/hr.

Yes, significantly. Geek Squad charges $49.99 just for a remote diagnostic (before any repair), and their hourly rates range from $149 to $299 for on-site service. IT Cares charges a flat $59 for a complete 30-minute remote repair session — no diagnostic fee added on top. For on-site service, IT Cares charges $99/hr in Montreal compared to Geek Squad's $199+ with a mandatory in-store drop-off or lengthy booking wait.

No. IT Cares pricing is completely transparent. You are quoted a flat rate before any work begins — $59 or $99 depending on the complexity of your issue. There are no diagnostic fees, no travel surcharges, no 'parts and labour' surprises, and no charges for follow-up questions about the repair. If we cannot fix your problem, you pay nothing. The price you see is the price you pay.

No. The initial conversation and assessment of your problem is free. When you call IT Cares at 1 (888) 711-9428 or book online, our technician will discuss your issue at no charge to help determine whether it can be fixed remotely and which service plan applies. You only pay once the repair session begins and after confirming the scope of work.

IT Cares accepts all major credit cards (Visa, Mastercard, American Express) and Interac e-Transfer. Payment is processed securely through Stripe — a PCI-compliant payment platform that never stores your full card number on our servers. You can also pay online before your session through our secure booking page at itcares.ca/en/book.html.

Yes. For small businesses and frequent users, IT Cares offers managed IT service plans that include unlimited remote support, proactive monitoring, security updates, and priority response. Plans start at competitive monthly rates. Contact us at info@itcares.ca or call 1 (888) 711-9428 to discuss which plan fits your needs and volume.

Yes. IT Cares offers on-site computer repair and IT support in Montreal, Laval, and surrounding areas (within approximately 50km). On-site service is charged at $99/hr. For clients across Canada outside our on-site zone, our remote service resolves 95% of issues without any need for a physical visit. Book on-site service at itcares.ca/en/book.html.

Yes. IT Cares guarantees your satisfaction on every session. If the problem you called about is not resolved, you receive a full refund — no questions asked. This guarantee applies to remote and on-site sessions alike. We stand behind our work because we have been building client relationships since 2014 and our reputation depends on delivering results, not just showing up.

Common signs of a virus or malware infection include: your computer running much slower than usual, unexpected pop-up windows or advertisements appearing, browser redirecting to strange websites, programs opening or closing by themselves, files disappearing or being renamed, antivirus software being disabled automatically, excessive hard drive or network activity when the computer is idle, and ransom messages demanding payment. If you notice any of these signs, call IT Cares immediately at 1 (888) 711-9428.

Yes. IT Cares technicians have extensive experience removing ransomware infections. Our Full Repair session ($99) covers complete ransomware removal, system disinfection, and recovery assessment. While ransomware that has already encrypted files may result in permanent data loss if no backup exists, we can stop the spread, remove all malicious components, and restore your system to working order. We also help set up backups to prevent future incidents.

For home users, we recommend Malwarebytes Premium or Bitdefender Total Security — both offer excellent real-time protection at affordable Canadian prices. For business users, we recommend managed endpoint protection through Microsoft Defender for Business or Sophos Intercept X. IT Cares can install and configure your antivirus solution during a remote session and ensure it's properly set up for continuous protection.

The most effective protection strategy involves five layers: (1) Keep Windows or macOS fully updated — updates patch security vulnerabilities. (2) Use a reputable antivirus with real-time protection. (3) Never click links in unexpected emails or pop-ups. (4) Use unique passwords and enable two-factor authentication on important accounts. (5) Keep regular backups of important files to an external drive or cloud service. IT Cares can help you set up all five layers in a single remote session.

It could be. Certain malware types — particularly keyloggers and banking trojans — are specifically designed to steal financial credentials. If you suspect an infection, stop using online banking immediately and run a complete scan. Call IT Cares at 1 (888) 711-9428 for immediate virus removal. After cleaning, change all passwords from a different, clean device before logging back into financial accounts.

Yes. While Macs are generally more resistant to traditional Windows viruses, they are increasingly targeted by adware, browser hijackers, and macOS-specific malware. IT Cares technicians are experienced with Mac-specific threats including Adload, Silver Sparrow, and various browser extension malware. We can remotely scan, identify, and remove Mac malware during a 30 to 60 minute session.

Your files are not affected during standard virus removal. Our technicians target only malicious software and leave your personal documents, photos, music, and other files intact. Before any major repair, we recommend creating a backup of important files — and our technician can help you do this during the session if needed. In the rare case that ransomware has encrypted files, we assess recovery options before proceeding.

Act immediately: (1) Disconnect from the internet if you suspect active compromise. (2) Call IT Cares at 1 (888) 711-9428 for emergency response. (3) Change critical passwords from a different, known-clean device. (4) Alert your bank if financial accounts may be at risk. (5) Document any unusual activity you noticed. Our technicians can remotely scan your computer for unauthorized access tools, remove any malicious software, and help you secure your accounts and prevent future incidents.

Yes. IT Cares offers comprehensive cybersecurity services for Canadian businesses including: security audits and vulnerability assessments, endpoint protection deployment, email security and anti-phishing training, firewall configuration, Microsoft 365 security hardening, ransomware protection, secure backup implementation, and incident response. We serve businesses of all sizes from 2-person startups to 100+ employee organizations. Contact us for a free initial security consultation.

The best backup strategy follows the 3-2-1 rule: keep 3 copies of your data, on 2 different media types, with 1 copy off-site. In practice for home users: enable Windows Backup or Time Machine (Mac), connect an external hard drive for local backup, and set up a cloud service like OneDrive, Google Drive, or Backblaze for off-site backup. IT Cares can set up a complete automated backup system for you in a single remote session for $59.

Yes. IT Cares provides remote Mac repair support for all Apple computers including iMac, MacBook Pro, MacBook Air, Mac Mini, and Mac Studio. We support macOS Monterey, Ventura, Sonoma, and Sequoia. Common Mac issues we fix remotely include slow performance, spinning beach ball, software crashes, macOS update failures, iCloud sync problems, and Bluetooth/WiFi connectivity issues.

Yes. IT Cares technicians are fully trained on Apple Silicon Macs (M1, M2, M3, and M4 chips). Apple's ARM-based chips introduced new architecture differences, and not all repair techniques that apply to Intel Macs apply to Apple Silicon models. Our technicians stay current with Apple's evolving platform and can handle software diagnostics, Rosetta 2 compatibility issues, and performance optimization on all current Mac hardware.

In many cases, yes. MacBook overheating is often caused by software issues: runaway processes consuming excessive CPU, outdated macOS or firmware, malware, or corrupted preference files. IT Cares technicians can remotely diagnose and resolve software-based overheating causes. If the issue is hardware-related (clogged fans, deteriorated thermal paste), we will advise you on the appropriate physical repair and estimated cost.

Yes. IT Cares can guide you through a Mac-to-Mac data migration using Apple Migration Assistant or manual file transfer methods. We can do this remotely by connecting to both computers sequentially, or by guiding you through the process step by step on a video or phone call. We transfer documents, photos, applications, settings, and accounts. The process typically takes 1 to 3 hours depending on the amount of data.

Yes. App crashes on Mac are usually caused by corrupted preferences, incompatible software versions, insufficient storage, or conflicts between applications. IT Cares technicians can remotely diagnose the crash using Console logs and Activity Monitor, remove corrupted files, reinstall problematic applications, and reconfigure settings to restore stability. We fix crashes in Microsoft Office, Adobe Creative Suite, Zoom, browsers, and most other common macOS applications.

Yes. While Macs are generally more resistant to traditional Windows viruses, they are increasingly targeted by adware, browser hijackers, and macOS-specific malware. IT Cares technicians are experienced with Mac-specific threats including Adload, Silver Sparrow, and various browser extension malware. We can remotely scan, identify, and remove Mac malware during a 30 to 60 minute session, leaving your Mac clean and protected.

Yes, and it is one of our most appreciated services. IT Cares specializes in patient, jargon-free computer help for seniors. Our technicians explain everything in plain language, never rush, and make sure you understand what was done and why. We are accustomed to helping seniors with email setup, video calls (Zoom, FaceTime), photo management, scam protection, and general computer use. We serve seniors across all of Canada remotely.

IT Cares offers a scam-proofing service for seniors that includes: installing and configuring a reliable antivirus, enabling pop-up blockers, setting up email filters to catch phishing attempts, creating a short checklist of 'red flags' for scam calls and emails, configuring Windows or macOS privacy settings, and removing any remote access tools previously installed by scammers. This can all be done in a single 60-minute remote session.

Absolutely. IT Cares technicians are experienced at setting up Zoom, FaceTime, Google Meet, and Microsoft Teams for seniors. We install the application, create or configure the account, test the audio and video, and walk the senior through how to make and answer calls step by step. We can also configure the computer desktop for simplicity so the video call icon is easy to find and launch.

Pop-ups are almost always caused by adware or browser hijackers — unwanted programs that install themselves alongside free software downloads. They can be persistent and difficult to remove manually. IT Cares can clean your parent's computer remotely in about 30 to 45 minutes, removing all adware, resetting browser settings to a clean state, and installing protection to prevent future infections. Call 1 (888) 711-9428 for same-day help.

Extremely patient. IT Cares was founded with a mission to make technology accessible to everyone, including those who struggle with computers. Our technicians are trained to communicate without jargon, repeat explanations as many times as needed, and confirm understanding before moving on. We never make clients feel embarrassed for not knowing technical details — that is exactly what we are here for. Multiple reviews highlight our patience as a standout quality.

Yes. IT Cares helps seniors set up new devices including Windows laptops, iPads, Android tablets, and iPhones. We create or transfer accounts, configure email, set up accessible display settings (larger text, high contrast), install favourite apps, connect to WiFi, and provide a personalized walkthrough. We also create simple printed or emailed instructions tailored to the individual so they can refer back to them later. Sessions start at $59.

Windows computers slow down for several common reasons: too many programs launching at startup, a buildup of temporary files and cache, malware running in the background, a fragmented or nearly full hard drive, outdated drivers, or an aging HDD that should be upgraded to an SSD. IT Cares can diagnose and fix slow computer performance in a 30 to 60 minute remote session, often achieving 2 to 3 times faster performance after optimization.

The Blue Screen of Death (BSOD) is Windows' way of shutting down safely when it detects a critical error it cannot recover from. It is usually caused by a driver conflict, faulty RAM, corrupted system files, or a failing hard drive. Most BSODs can be fixed remotely — IT Cares technicians read the error codes in Windows crash logs to identify the exact cause and apply the correct fix. We resolve blue screen issues in the majority of remote sessions.

If your computer will not power on at all, remote support is not possible since we need the operating system to be running to connect. However, call IT Cares at 1 (888) 711-9428 and we can help you diagnose the issue by phone — many apparent 'won't start' problems are actually boot issues that can be fixed once the computer partially powers on. For clients in Montreal, we also offer on-site diagnosis.

A computer that freezes repeatedly is usually suffering from one of several issues: overheating CPU or GPU, insufficient RAM for the programs being run, a nearly full hard drive, malware consuming resources, or driver conflicts. IT Cares can remotely run diagnostic tools to identify the cause and apply the appropriate fix. For hardware causes like overheating from dust buildup, we will advise on the physical cleaning needed.

Yes. Windows 10 and Windows 11 both offer a 'Reset this PC' option that reinstalls Windows while keeping your personal files intact. IT Cares technicians can walk you through this process remotely or perform it on your behalf during a session. We always verify your important files are accessible before starting any reinstall operation. If a clean install from scratch is needed, we first back up your data.

Windows Update failures are typically caused by corrupted update cache files, insufficient disk space, conflicting software, or Windows component damage. IT Cares technicians can remotely run the Windows Update Troubleshooter, clear the software distribution folder, repair Windows system files using DISM and SFC commands, and manually force the problematic update to install. This usually resolves update issues in a single 30 to 45 minute session.

Speeding up Windows 11 involves several steps: disabling unnecessary startup programs, running Disk Cleanup and freeing space on the system drive, adjusting visual effects to performance mode, updating or rolling back problematic drivers, scanning for malware, disabling Xbox Game Bar and other background apps, and optimizing power settings. If the computer has a traditional HDD, upgrading to an SSD is the single most impactful improvement possible — often making an old computer feel brand new.

Yes. Most printer problems are software-related and can be fixed remotely: driver issues, network configuration errors, print spooler crashes, wireless setup problems, and compatibility issues with Windows or macOS updates. IT Cares can connect, diagnose, reinstall printer drivers, reconfigure the network connection, and test printing — all in a remote session. Note that physical jams or hardware failures require local service.

Slow WiFi can be caused by outdated network adapter drivers, interference from other devices, incorrect DNS settings, malware hogging bandwidth, or router configuration issues. IT Cares can remotely diagnose your network adapter performance, update drivers, change DNS to faster servers (like Cloudflare 1.1.1.1), identify bandwidth-consuming processes, and optimize TCP/IP settings. For router configuration issues, we can guide you through the settings over phone or chat.

Yes. IT Cares provides remote support for all Microsoft 365 applications including Outlook, Word, Excel, Teams, OneDrive, and SharePoint. We handle installation, license activation, email account configuration, OneDrive sync issues, Teams audio/video troubleshooting, and data migration from older Office versions. For businesses, we also manage Microsoft 365 tenant setup, user provisioning, and security policy configuration.